About Amanda

Hi Gabe - Disclaimer I am not an expert on this topic nor is this any official answer: I assume that this means the login process and redirects during the login process are all secure. So in order to get to your actual account information you'd have to pass through a secure login area. If I am seeing everything correctly, credit card or banking information inputs are on secure popups too. To me the message about not putting in your info to the site because it can be seen doesn't apply, since the places you input your payment info into is not entered or stored on the "unsecure" page.     I think there is some differentiating between Info/Not Secure vs Not Secure/Dangerous. Ref: https://support.google.com/chrome/answer/95617?visit_id=1-636574194222761387-1264375423&p=ui_security_indicator&rd=1   We're still waiting but just wanted to throw in my 2 kopeks   ~Amanda ... View more

Hi Cinnamonroll, I listened to the call and did not hear anything about any alternate accounts or adding your account to your grandmother's, so I am not exactly sure why it was set up this way. It is especially odd because I do not believe the sales agent receives any compensation for the sale in this case, so it must have been an automated process done afterwards. I'll send the accounts up to be separated and have the account name changed to yours and provide you a confirmation here when it is complete. The balances will be cleared during this process. Thank you, Amanda ... View more

Hello Reggie,   We appreciate you providing your feedback and concern. We're escalating this to our security team and will provide you updates as we receive them.   Thank you, Amanda ... View more

Hi Deet1229,   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. Thank you, Amanda ... View more

Hello 0619, If there is  a specific concern or question we can assist with, please create a new topic in the appropriate category.   Thanks, Amanda ... View more

Hello Sallya,   Welcome to our community and thank you for reaching out to us here with your concerns. We've already located your account and have begun investigating. We will do some diagnostics from our side, listen to your calls to us and read through the notation history. It sounds like there is miscommunication, at least through the account notations, that has resulted in you having trouble getting the account cancelled. I will provide you with an update as soon as this is completed.   Thank you, Amanda   ... View more

Hello Cinnamonroll,   Thank you for reaching out to us here. I have located both the account and after a quick review it appears this issue stems from the sale of your account. The sales call will be reviewed and in the meantime we will work on formulating a resolution that works for you. I appreciate your patience while I work on this.   Thank you, Amanda   p.s. I edited your title to omit the bleeps 🙂 ... View more

Hi Wudrest,   It's been a while since we've heard from you, so this thread will be closed. If you would still like to troubleshoot with us, please feel free to create a new topic in our Tech Support category.   Thank you, Amanda ... View more

Hello tjmarshall,   We are very sorry to find out that you are not happy with the service. It sounds like rather than being a technical issue this is more of an expectations issue. A review of your sales call will be requested if it is available. I will provide you any updates or information here regarding your account and call review.   Thank you Amanda ... View more

Correct @GabeU. HN9000 customers are pointed to Spaceway 3. We would use indentifiers such as IPGW names (looks like HNSIPGWENGCO1101 or similar, if I recall correctly) and Uplink/Downlink cells for the physical location (as opposed to beam).   @cbasoco, if you have a particular issue you need help with, please feel free to create a new thread and I can also give you instructions on how to find the relevant information for your system there too.   Thank you Amanda ... View more

Hi bsbygirl28,   It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   Thanks, Amanda ... View more

Hello bsbygirl28, It's been a while since you first posted, so I wanted to check in and see if your question has been answered by @bare65? -Amanda ... View more

Okay, no problem, I will have that done right away and give you a confirmation of when it is fully complete.   Thank you Amanda ... View more

Hi dking   It's been a while since we've heard from you so this thread will be closed. If you have any questions or concerns later on, feel free to create a new thread. Please note I previously sent you a private message on March 9th with more information.   Thank you Amanda ... View more

Hi Mark - Just a heads up I have sent you a private message.   ~Amanda ... View more

Hi Marial   I just wanted to reach out and see if you received my private message regarding the name on your account. Looking forward to your reply.   Thank you Amanda ... View more

Hello Wudrest,   In the first post of this thread you indicated you were going to be "paying out my contract then canceling" the HughesNet service and that you have a new provider. What would you have us do in that case?    Just so we're both on the same page -   You had this service installed on March 18, 2017 and the technician had tilted your dish correctly, but our system was expecting the opposite tilt. The agent's supervisor at Install Support provided the technician a provisional sign-off code since the problem was on our side (having to update our installer app). Your system is pointed well, getting appropriate signal and runs at the optimal performance level.    We received our very first (and only) call from you on January 4th, 2018 regarding slow speeds. Our support determined that the actual issue was the download allowance being exceeded.  They noted the devices connect at that time, which were: Hopper 3, 2 iPad Pros, 1 iPhone 6S Plus (with poor wi-fi strength) and another iPhone.        -Historically, there is a Hopper 3, Desktop, 2 iPads, 2 iPhones, an Airport Express and something called a DLMacMiainBrain that have been hooked up to the system.     The agent added 2GB of free token data for the troubleshooting process. While using your iPad, a speed test performed during the call returned at 26.99Mbps down and 2.09Mbps up. The service plan was upgraded to 30GB w/ a 3 month price match offer. From reviewing your data usage history, I'd approximate the daily download data usage for your account is 1-3GB a day. The majority of detected traffic is for video.    Since there is currently an Airport Express hooked up while your HT2000W Wi-Fi radios are also turned on, there very well may be a frequency interference between the radios. See more about that here: https://support.apple.com/en-us/HT201542   If you do decide to change your mind on troubleshooting, we have an established process here on our community which I'd be happy to provide you. A response to your Attorney General letter will be provided within the standard time frame set by your AG, usually 30 business days if you've already sent that out. Our team's response will be essentially what has been provided above. If you've already initiated the cancellation you mentioned in your first post, I will update my notes on your account.   Thank you, Amanda     ... View more

Hi Djhin,   Great question! Assuming you have the Gen4 or Gen5 service, your bonus zone begins at 2AM your local time and ends at 8AM your local time. You can read more about the Bonus Zone here: http://support.hughesnet.com/faq/internet/what-is-bonus-zone     Thank you, Amanda ... View more

Great to hear David, I'm glad it is working well. I will leave your thread open just in case.   Thanks, Amanda ... View more

Hello,   Over the last few days I have not seen anything in your diagnostics indicating that there is a problem. The service appears to be working great but you have exceeded your data. Between a Roku and an Xbox, there was about 63 GB used. Since we've addressed the billing issue and gotten you back online, it would be helpful to know if there is a specific performance issue we need to address.   Thank you Amanda ... View more

Hi mg1994,    The answers provided above are correct - this information is on our public website under Legal. If your dish is in a location that you are not comfortable going to, we do offer a de-installation service which is $100. That is the same cost as the initial installation cost.   dbstone1968 - if you have a particular concern we can address please create a new thread.    Thank you Amanda   ... View more

Hi Mark,   I'm very sorry we missed your initial post. I understand you have not had a good experience overall and would be happy to help you cancel the account. Let me get the details together and I will send you a private message with more information.   Thank you, Amanda   ... View more

Hi hciclos, please send me a private message with the e-mail addresses experiencing the error. The only way to clear the error is a manual process in our database, or by making a new e-mail address.    Thank you Amanda ... View more

Hi marial,   Welcome to our community and thank you for reaching out to us here. I was able to locate your account and see that you were referred here by one of our support agents, which was the right thing to do. I was able to locate and listen to your sales call where you told the sales agent that you would be the main account holder, but both of your names would be on the account. I believe because the web form only let her put one name at a time, our billing system only used the first name entered, which was your husband's.    This was definitely a mistake on our part and I will contact you in a private message to discuss with you how you want the names displayed on the account so we can change it for you. I also understand the support agents asked you to fill out a form, but since we are in the corporate office we have access to more information and clearance so I can just make the change on my end. Please look out for a private message from me regarding the name format.   Thank you Amanda ... View more

Good morning tyd,   The answer provided by @bare65 is correct. If you used data before unplugging the power from the modem, when the refresh is supposed to happen we can't talk to the modem to give it the data allotment parameters nor detect the most recent remaining data information. It is kind of frozen in time 🙂   However, I might be able to go back to December to 100% confirm that... but this has been the case in every case of the same scenario. Please let me know if you have any other questions or concerns I can help with.   Thank you, Amanda ... View more

Hello Sissie0729,   It has been a bit over a week since we've heard from you, so this thread will be closed. If you have any questions or concerns in the future, please feel free to create a new thread.   Thank you, Amanda ... View more

Hi dking0145,   Please accept our apologize for the inconvenience this has caused you. We cannot calculate state, local, property or communications taxes at the point of sale so customers where taxes apply will receive the charge for taxes after the system is installed and activated. This should have been explained in the welcome email sent to you after ordering. In any case, I'd be glad to assist you further through the private message you initiated.    Thank you, Amanda ... View more