About Liz

Hi ecoalex,   No need to apologize, thanks for the details, I've PMed you to address your concerns, please check your private messages.    Thanks, Liz ... View more

Hi ecoalex!   Thanks for reaching out, I've reviewed your billing history and while the ETF does appear on your latest bill, it was offset by an adjustment in the previous bill. You can review this if you're currently logged into my.hughesnet.com, just navigate to the the bill from Dec 18 - Jan18 via the dropdown menu on the Billing Summary page.     Click on the Bill Details button on the bottom right.   A new window will pop up with a detailed bill. In the Payment and Adjustments section, you'll see the ETF adjustment. Hope that makes sense, but feel free to ask any other questions if you need any other clarification!   -Liz   ... View more

Hi steersman1,   I see it's your first post here, so welcome to the community! We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   Thanks, Liz ... View more

Good morning zn,   Thanks for reaching out and explaining your situation. Gabe is correct, if the installer can't get a line of sight to the satellite, you can either cancel the upgrade (no charge for the visit, installers only get paid when the install is complete) or arrange for them to come at another time so you can address the tree issue.   -Liz ... View more

Hi Scarbub,   You can check and pay your bill online via https://my.hughesnet.com/ . I pulled up our account and see that your billing cycle ends on the 30th or 31st. Since you're on autopay, that's when your bill is generated and due, so the payment method on file will be charged on the 30th/31st. If you prefer a different due date moving forward, call us at your convenience 866-347-3292 to arrange a new monthly due date.   -Liz     ... View more

Good morning Gordon1,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   Thanks, Liz ... View more

Good morning Jalapeno,   Thank you for following up with us, there seemed to have been a user error on our part that caused all this. I'm sorry for the confusion and frustration this caused despite your best efforts working with us to get your service canceled. This was escalated internally to address this error. I have terminated your service effective immediately and credited your account for the latest bill that you shouldn't have been charged for, so that will go back onto the payment method on file.    Please do not hesitate to reach out again if you have any other concerns or questions.   Thank you, Liz ... View more

Good morning SweetP,   Glad to hear e-mail is working again for you. I suggest changing your password to something you can better remember and set up your security questions so you can reset your password on your own in the future. You can change your password and set your security questions by navigating to Account > Manage Username/Logins. Please don't hesitate to drop by the community if you have any other concerns, we're here to help.   Thanks!   -Liz ... View more

Thanks for sharing the affected e-mail address. Looks like there's additional adjustments needed before I can reset the password on this. I've enlisted the help of our e-mail team. I'll update you when I have further instructions.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Good morning SweetP,   Thanks for letting me know. Please private message (PM) me which account you're unable to login with, I'll reset the password to something temporary and PM you the password. Let me know if you're able to access your e-mail online as well as on your phone with the password before changing it.    -Liz ... View more

Good morning SweetP,   I see it's your first post here, so welcome to the community! Thanks for reaching out and letting us know what you've tried so far.    Please reset your password in case there was a password de-sync. You'll see a Forgot Password? link on the login page. Then let me know whether or not you're able to access your e-mail on our website.   Thanks, Liz ... View more

You're welcome, GW, have a good weekend!   -Liz ... View more

Great to hear that Jayne! Glad that re-adding worked this time. I appreciate your patience and understanding, please don't hestitate to drop by the community again if you have any other concerns.   Thanks, Liz ... View more

Thanks for the clarification, so when you last moved your tokens to your data token amount in 2020, you still had the 26 free and 6 prepaid left over?   -Liz ... View more

Where did the 33 GB worth of token data come from? ... View more

Thanks for the screenshots Jayne. The settings look fine to me, but I'm having our e-mail team check as well. If they also agree that those settings are fine, they'll want to try replicating the issue with your account, which would entail testing your account with a temporary password. This is a last resort option, so I'll let you know what I hear back from the e-mail team first before we proceed.   -Liz ... View more

Good to hear you can access your email again on your iPhone. Can you please post the screenshot of your e-mail settings?   These are the proper e-mail settings:   SMTP Server Setting http://email.hughes.net or http://smtp.hughes.net (they resolve to the same place)   Available Outbound SMTP ports 587 with security set to TLS   All Mail Clients must have SMTP Authentication selected as it is required to send email.   -Liz ... View more

Hi GW,   Just got off the phone with one of our engineers, so the 30~ GB token data that was loaded into your system seems to be all your old tokens converted to your token data. These days when you receive/purchase token data, the amount goes straight to that token data bucket, there is no need for activating tokens. Hope that clears things up.   -Liz ... View more

Hi GW,   Do you recall how much data those 32 tokens were worth? Since tokens work differently these days I can't see the history of those tokens.   -Liz ... View more

Thanks for the update smokeyjo! Glad to hear it!   -Liz ... View more

Good morning Jayne,   Thank you for your patience while our e-mail team worked to address these issues. I've been informed they were supposed to be resolved. Can you please remove and re-add your account to your iOS Mail app and let me know if it works now?   -Liz ... View more

Also, are you both still able to access e-mail directly from the HughesNet site? Our e-mail team would like to know as they are actively investigating.   -Liz ... View more