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Hughesnet Community
About maratsade
Distinguished Professor IV
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4289
Kudos
168
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Contact Me
08-30-2024
07:04 PM
1 Kudo
You may be aggravated, but you should probably read the Subscriber Agreement. It is clearly stated that "All service plan speeds are “up to” and are not guaranteed." All advertisements also use the words "Up to" in their speed descriptions. It's also not HughesNet's fault if you use up all your data and your service is then throttled, being subject to the Fair Access Policy, which is also clearly stated in that Subscriber Agreement and is further explained here. You have four options... 1. Continue on as is 2. Learn to prioritize your data usage so that you use less 3. Buy data tokens so that when you exhaust your plan data the service won't immediately go into FAP 4. Terminate your service (how long you've had it determines what the Early Termination Fee will be)
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08-28-2024
06:04 PM
Rino744043,
Thank you for providing that info as well as your information. We are experiencing internal issues preventing me from sending out a new modem on this platform. This does mean you will need to call our support line and have one sent out to you. I am, however, able waive the fee for you in full. Just make sure you post here again to let me know one has been sent out and I will process the fee waive. I apologize for the inconvenience. -Damian
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08-28-2024
05:48 PM
1 Kudo
No level of service is guaranteed, nor is there any guarantee that there will never be any issue. There's no law that says the service has to work 100% of the time for you to be able to use VOIP service in an emergency. You might be thinking cell phones allowing you to make a 911 call even if you don't have current cell service through a company. The speed testing is done to both demonstrate the issue, and to help give info that can point them in the right direction of the cause. It's a part of the initial troubleshooting. With this said, it appears that Remy is already working with you. However, if your phone is reliant on the service, so you're not able to get the call you're expecting, I'd mention that, or even reach out to Remy via the private message he sent you.
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08-25-2024
09:20 PM
Are they having an issue again today? Cant get any of our emails on anything.
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08-18-2024
01:39 PM
No worries at all, Kevin. I totally get it, and I hope you get a satisfactory resolution quickly. The reps here are on M-F during business hours, though sometimes they stay later. I hope they will reply to you tomorrow.
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08-16-2024
11:05 AM
aric,
It appears that this is your first post. Welcome to the Community! We'd love to help take a look into this. However, I was unable to locate your account through your Community profile. Please send us a private message at the link attached below with your account number or a phone number attached.
https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584
Thanks,
Remy
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08-15-2024
05:48 PM
sfry,
Thank you for reaching out! I was able to get your account pulled up through your Community profile, which is great. After running some diagnostics and troubleshooting on our end, it doesn't seem that it's resolved the various state codes you've been experiencing. Due to this, I've gone ahead and escalated your case. I'd expect to receive a call within the next couple days, and our team will be reaching out to the phone number on file. I will provide any additional updates if we receive them. Please let us know how the call goes!
Thanks,
Remy
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08-09-2024
05:48 PM
Try the system control center: http://systemcontrolcenter.com/ Look for something labeled "system information" or something similar.
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08-08-2024
12:13 PM
1 Kudo
@CcClark You may want to start your own ticket, if you'd like the reps on this site to address it. To start your own ticket, go to the Tech Support page and click on the blue button labeled +Start a topic. Provide as much information and context to your issue as you can, so the reps can help you.
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08-06-2024
10:30 PM
1 Kudo
I'm not using the new plan. I think you may get more info if you ask on social media (Facebook, X, Reddit, etc.). This site here is for account and tech support, so people come here mostly to deal with issues, then they leave. Social media might work better for you. Also, I suggest you check that the prices apply to you. The offers you see online often apply only to new customers.
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08-05-2024
11:14 AM
Smi2k,
This seems to be your first post. Welcome to the Community! We're sorry to hear you've been experiencing some connection issues, and we'd love to help take a look into this. However, I was unable to locate your account through your Community profile. Please send us a private message at the link attached below with your account number or a phone number attached.
https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584
Thanks,
Remy
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08-03-2024
03:03 PM
1 Kudo
The best they're going to be able to do is a sales call review. However, if it's been more than three or four months, that sales call may no longer be available. They don't provide recordings of the sales calls to subscribers. If that sales call review shows that they did not, in fact, read the disclaimer, or all parts of it, you may have recourse. For reference, near the end of the sales call they read a disclaimer, which contains specifics about the service, including the 24 month commitment, and they then ask if the prospective subscriber agrees to what was read. If "yes", the sign up continues. If "no", the sign up is not completed. Edit: For reference, you can read the Subscriber Agreement here (on the site maratsade linked to). It lays out the parameters of the service, including in "1.1 SPEED CLAIMS AND DISCLAIMERS."
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08-03-2024
02:51 PM
1 Kudo
I ended up calling the official support line again and we now have a repair tech coming on Tuesday to hopefully fix these issues.
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08-01-2024
05:16 PM
1 Kudo
The service is not a scam; it is a legitimate service provided by a legitimate business. HughesNet sells you a data package. It does not use the data; you and/or your household use the data. Like a checking account, you have to be able to budget your available data so it will last you the whole month. The data package is not unlimited -- it can be used very quickly if you engage in data-intensive activities such as streaming. If you run out of data, you can buy data tokens or you can buy a bigger data package; but all those solutions will be limited. Ultimately, you have to learn to budget. To know how much data you can use in 24 hours, divide the size of your data package by the number of days in the month. For example, if you have a data package of 100 GB, you can use around 3.2 GB a day. That can be used up very quickly if you stream or watch live TV. It doesn't matter how many times you call. The company can't budget your data use; that's up to you. You can get out of the contract if it doesn't work for you, but you will have to pay a fee. All of this information is available for free to anyone -- just read the subscriber agreement to know the limitations of the service. Anyone considering subscribing should make an informed decision before locking themselves into a contract. You HAVE received what you contracted for. You didn't read the contract carefully.
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08-01-2024
01:17 PM
1 Kudo
@Isabellahoover9 They're going to need more information and context from you. When did the issue start? Are there any state codes showing on the system control center screen? (You don't need the internet to access this, but you do need Wi Fi enabled). How many and which lights are off on your modem? Is there or has there been bad weather in your area? Etc.
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07-22-2024
01:00 PM
Here are 6 ways to try to fix this: https://www.hostinger.com/tutorials/err_name_not_resolved You say you flushed the DNS -- make sure you follow the instructions to the letter. If you leave a device connected, it can poison the DNS again. To clear a possible DNS problem: 1. Turn off all of the devices using the modem (all phones, iPads, computers, etc.) 2. Unplug the modem's power from the wall socket. 3. Wait a minute, then plug the modem back in. 4. Wait about 5 minutes after all the lights on the modem are back on, then turn all your devices on one-by-one.
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07-22-2024
11:45 AM
sbuckland81,
Thank you for reaching out! It seems this is your first post. Welcome to the Community! We're sorry to hear that you've been experiencing some service issues. Were you able to call back in and have the issue resolved since your last message?
Thanks,
Remy
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07-19-2024
03:54 PM
Likely an issue on your side, probably an app, ad blocker, VPN, something like that. What troubleshooting have you done?
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07-18-2024
05:03 PM
Thanks, Remy. Your PM was received and I’ll respond now. Thanks so much!
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07-17-2024
05:59 PM
If you're getting an error when trying to send a private message, just wait a few minutes and try again. Beware of double clicking the "send" button, because even if you do it unintentionally, it will lock you from sending messages for a few minutes.
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07-10-2024
05:30 PM
Oh, that's because they don't support Web Acceleration anymore. That used to be for non-secure sites (http), but now most of the Web is secure (https), and so they did away with Web Acceleration.
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07-10-2024
12:02 PM
Hey Damian,.........i dont understand that lingo very well, alls i know is that it worked exelent at first....it works perfect on my phone ......would you pm me please .......... the web site has not changed a thing as far as they say................... its the only highspeed internet availble in our area so we are strapped sorta speak.....it works fine for my wifes work......vpn hospital...................thanks man rob
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07-10-2024
09:31 AM
Go to your system control center -- this is where you see modem information. It doesn't need the internet to function, but it does need the wifi to be working. If the wifi isn't working, you will need to connect your device directly to the modem.
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07-06-2024
03:08 PM
@bcs001 wrote: There is only one wired ISP covering the whole county and along the loop run/road I live on there are only a limited number of houses so not too much incentive for them. That's the boat I'm in. On the main road, cable stops about a quarter mile from where my road comes into it, and my road is a nearly half mile long dead end with only five houses on it, so there is no incentive whatsoever for them to extend cable that extra quarter mile, then down our road. We have no fiber in my area at all, though if I remember correctly the Verizon access panel at the end of my road is connected to the main office with a fiber backhaul. Years ago I was working with a Verizon engineer and got enough signatures on a petition to get them to install the necessary equipment in that panel to provide DSL for the immediate area, but by the time I got the petition to them word had come down from on high that, going forward, they were no longer installing new DSL systems and were instead focusing on fiber. If I had done the petition the year prior, or maybe even a couple of months prior, the DSL probably would have happened.
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07-03-2024
02:17 PM
1 Kudo
According to the subscriber agreement: All service plan speeds are “up to” and are not guaranteed. Your speeds may have changed due to more congestion in the area, more accounts opened, etc.
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07-01-2024
11:09 AM
Brittneylynn,
Thank you for posting, and welcome to the Community! We're sorry to hear you've been experiencing some service issues, and we'd love to help take a look into this. However, I was unable to locate your account through your Community profile. Please send us a private message at the link attached below with your account number or a phone number attached.
https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584
Thanks,
Remy
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