About Chris11

Hi jabrown, Let me clarify this for anyone who also has this question. Your due date is the last day that you have to pay the bill. Here is a quick example. If your bill date is the 10th our system attempts to collect the payment that same day. For whatever reason if the charge is unsuccessful, the system will keep trying each day until the "Due Date". Which in this example would be the 20th. If it is still unsuccessful, your account will begin receiving popups until the balance is cleared. This does get a bit confusing and it has been a topic brought up before. So always know that your "Bill date" is the day your bill will generate and our system will attempt to fetch the payment. I hope this clears everything up. The system is in place like this mainly due to customers who are on invoice. Since mailing does take longer in general.  Thanks, Chris ... View more

fitweb, That is nice of you to say. We appreciate the sentiment.  - Chris ... View more

Hi Corey, If you don't mind can you please take a screenshot of the section and post it? You can use the snipping tool in windows to get the specific part so that no sensitive info is displayed.  Thank you, Chris ... View more

Mordacious, I still have one computer still on windows 7, I think I'll keep just one. Too much nostalgia lol ... View more

Hi Corey, I see when you called in to have the service removed. Our agent directed you to login and look in this same location. How long after this call did you go in and cancel/remove it from your services? - Chris ... View more

Tonya, Playing online games is possible, many of our customers do. It is just not recommended for real time twitch based shooters etc. Which if this was talked about during your sales call, should have been mentioned.  - Chris ... View more

Hi Fitweb, Thanks for posting. Have you tried using a different browser? I would suggest calling in. Or you can also head over to http://my.hughesnet.com/ while not logged in. You should see this at the bottom. Try using this avenue and see if you are able. - Chris ... View more

Hello Corey, Thanks for posting. First things first, I see that you are registered for the customer support center. When you first log in, there is a section labeled premium services under the billing tab. Are you able to view your current subscriptions there? - Chris ... View more

Charles, That is interesting. Can you explain more? Maybe an example? From what I am understanding. If for example you were gone all day and missed a show. You could just rewind, and then watch it over without using data? But if you go through the on demand service you are then calling the service to stream you the content after the fact? - Chris ... View more

Hi Tony, Thanks for posting and welcome to the community! I'm sorry to hear you are frustrated with your service. Unfortunately as described real time twitch based games do not work with satellite internet. Turn based and mmorpg's do work but from the sound of it that is not what you guys are playing. What service provider did you have before subscribing with us? - Chris ... View more

Hello Tony, Welcome to the community and thanks for posting! I'm sorry to hear that you are experiencing slow speeds with your service. I would like to address your concerns. Please post a recent case number or the serial number on the back/bottom of your modem. Once we have your account info we'll be able to run remote diagnostics on your site. Also to better assist you please connect your computer directly to the modem and run some speed tests for us to evaluate. Please run a set of 5 speed tests 3 times over the course of a 24 hour period for us to properly evaluate your speeds. Just make sure to set 12 MB as the test size. Speed test: www.testmy.net Your patience and cooperation is appreciated, and we look forward to hearing back from you. Thank you, Chris ... View more

Hi Christine, Thanks for posting and welcome to the community! There are currently no plans to go back to our old usage chart. However this is something that we'll inform our engineers is missed by customers. Hopefully this can be re implemented, because I can certainly see how useful it is. We appreciate the feedback  - Chris ... View more

Hello Brian, We appreciate your honesty. Sounds like a good deal. I hope everything goes well with them. - Chris ... View more

Glad everything is working! ... View more

Yea, it used to be a system resource hog. But that was mainly due to flash players back in the day being so rudimentary. So glad we've moved from that crap lol ... View more

How exactly? Because you can login using your google account? I have all control over what it accesses. Haven't had a problem. ... View more

Hi GabeU, Just to throw my 2 cents in. Chrome is my go to browser and after that Opera. I have found IE is probably the worst out of all the ones I have tried security wise. Just too many vulnerabilities.  - Chris ... View more

Hi Robert, Thanks for posting. What OS version are you using? I would suggest running any Windows updates. Also you should check to make sure no third party tool bars or other extensions have been downloaded recently without your knowledge. Let us know if this helps. Thank you, Chris ... View more

Yes that is correct ... View more

Hi Tommy, I'm sorry for the confusion. My information was incorrect it is actually April 7th as mentioned. I remember looking at your account and seeing that date but now I'm seeing I mistook that date. - Chris ... View more

Hi Doran, I made a request to review your sales call and have just received the results. Here is what was found: After reviewing this call, the agent does inform the customer that there is a 24 month agreement by reading the disclosure in the final terms and conditions.  The customer never probes further about a term length at any other point in the call, so this was the only time it was discussed.  Additionally, this customer was set up under a low fill beam and there is never any mention of a 10 month promotion for this customer in regards to the package price.    Due to the results of your sales call review, we can conclude that our service contract information was provided to you. So any fees incurred to cancel are valid. The 10 month agreement part was not mentioned either, so I am not sure where you may have heard that info. Maybe with DirecTV?  - Chris ... View more

Hi virginaman, Glad you were able to find the emails. Once you have them open there should be an option to mark them as "not" spam. This will make sure that emails from the same source will no longer be sent to the spam folder. - Chris ... View more

Hi jghsilo, I'm glad we could clear this up for you. I will close this thread and mark it as resolved. If you ever need more help feel free to create a new post. Thank you, Chris ... View more

Hi Sue, After reviewing this with our billing department we do have an update. When our system initially charged you for termination fees, you had contested and reversed the payment with your bank. At that same time we manually credited your account back the same amount. So when your bank returned the money to your account they also received a second amount for the refund we issued. In other words your bank either credited your account twice for a total of 1250.32 or kept half of that amount for themselves. What you will need to do is contact them, have them look over your statements to see exactly what happened. The amount owed does need to be settled, so please contact them as soon as you can and keep us posted on what they say. Thank you, Chris ... View more

Hi Sue, Sorry for all of this. I am looking into this with our billing department right now. Our system seems to be making auto adjustments. We'll get this sorted out. The good thing is that it has been set to invoice so no charge will come to you card. I'll update you soon. Thank you, Chris ... View more

Hi Doran, We have created a post to better address your concerns. I have the serial number for your modem, however I need some details as to your specific inquiry. You said your problem is similar, how so? For us to have a sales call review we need to make sure we know what to listen for. How were you misled? Looking forward to your reply. Thank you, Chris ... View more

Hi jghsilo, We have received feedback from our sales call review request. Here was my message to them: "We have a customer that claims during their sales call, no mention of a contract was brought to their attention. In their own words as reported on the community:    i got service the first of August, living in a small lake cabin until we could find a house to buy. Only recently I realized that I had a 2 year contract. Nothing was mentioned when I called and got the info from customer service. I have read the comments about this issue. Evidently it is an accepted process NOT to tell the new customer about the contract prior to getting service. Once the service is installed, then they have you! I would have never agreed to a 2 year contract. So what are my options now? There is no signed contract, only information after the install. Unlike a lot on this site I have no complaint about the service. I need to discuss the early cancellation fee with someone. Thanks   Can we have this looked into. Typically the sales agent should bring this up in conversation and during the T&C at the end of the call."  Their response: "After reviewing the call, the agent covered all disclosures that informed the customer that the service had a 24 month agreement.  The customer never asks for further explanation of the agreement." The results of the review show that all pertinent info about our 24 month agreement were made clear to you during the sales call. This is concluded and confirmed once our agent comes out to your house and finishes the install. Before they leave they will have you sign off, which confirms to us that everything was done properly and is working to your satisfaction before they depart. So any fee's incurred due to cancellation are valid. If you have anymore questions or concerns feel free to let me know. Thank you, Chris ... View more

Hi jghsilo, Thanks for posting with your serial number. I was able to pull up your account and have already put in a request to have your sales call reviewed. Once I have more information I will let you know. Thank you, Chris ... View more

Hi Joe, You are welcome. I will go ahead and close this thread  - Chris ... View more

Hi Joe, To make sure we are completely transparent I will post the complete results of your sales call review. Here are the time stamps of the sales call(CX stands for client/customer): 05:11 -SC: With the Internet, what do you guys trying to do online? 05:17 -CX: I just go work, you know, I occasionally played video games but that’s not a big deal.  I don’t have a lot of time to do it. So, do you do wireless Internet? 07:22 -SC: For Internet we have a Satellite Internet option for you in your area which starts at $39.99 a month and by Bundling you’ll get an extra discount at anywhere for $5-$10 by having everything Bundle.  So, I need to see few more things here to see what extra discount I can get you with that. By the end of the call, I can transfer you over to our Bundles Department who can help you set that up. 10:47 -SC: The monthly rate is just $90.98 for your TV and your Internet, and that covers all your 4 TV and DVR for you too. 11:05 -CX: Okay, how much a month? 11:07 –SC: $90.98. 11:25 -CX: Is the Internet is that for wireless or? 11:31 –CX: It’s Satellite. 11:34 -SC:  Yeah.   What do you offer?  Do you guys have information? 11:43 –CX:  Yeah.  You got 5, 10 or 15? 11:47 -SC: How much is the 15? How much all of them? 11:51 –CX: The 5 is $39 a month, the $10 is $49, the 15 is $79. 11:58 -CX:  Okay and what was included in the price that you gave me $90.98. 12:03 –SC: The 5. 12:05 -CX:  Okay, and if I find that it’s not enough, can I call and do the upgrade or I am locked-in to what I keep. 12:13 –SC:  You should be able, it’s something Bundles can answer a lot better than I could.  I don’t see why it wouldn’t matter. 12:20-CX:  Okay.  In summary, SC processed the DTV portion only and educated customer that we do offer Satellite Internet.  Customer said that he’s into Online Gaming but it is no longer a big deal because he finds no time doing it anymore.  SC provided the pricing for 5, 10 and 15 mbps package for Hughesnet and told customer that speed performance will be further explained by a Bundle Specialist.   SC transferred the call to Bundles for Internet options.  In line with this, Speed Restriction/ Data Allowance is integral on RCC for the Bundles offer, there was no Internet order processed on this call. You were then transferred and their system logs show that you ordered HughesNet Prime Plus: 10 Mbps/1 Mbps- 60 GB for $49.99. From the results we have been presented, and with the fact that during the terms & conditions read out to you at the end of the call(which touch on gaming as well), we have concluded that you were not misinformed of our service and gaming online. It does not seem like much emphasize was made about gaming online. There were no other questions asked by you pertaining to the subject either. With this said any fees that would be charged to cancel are valid. I hope this clears up any confusion. If you have any more questions or concerns, feel free to let us know. Thank you, Chris ... View more