About Brooke

Hello BrandonCrist, thanks for posting and welcome to the community. Some games work with HughesNet, but some games are not compatible due to the latency that comes with a satellite service. The salesperson sounds like he was speaking on behalf of what he experiences with gaming, and it depends on what kinds of games he/she may play as well.    Let us know if you have any other questions in regards with your service. -Brooke ... View more

Hi danoh, thanks for posting and welcome to the community. As the others mentioned, your first 20 days of service we provide relaxed bandwidth. Let us know if you have any other questions about your service.    -Brooke ... View more

Hello Jb413, thanks for posting this! Hopefully this will help others avoid from being phished.    -Brooke ... View more

Hi sourdoughcathy, thanks for posting and let me be the first to welcome you to the community. Some of our customers have been dealing with an error posting when they try to view their invoices. We're working to get this fixed, but in the meanwhile try to give this alternate option a go:    Log out of myhughesnet Up in the top right corner, you should see "Pay Now" next to "My E-mail", go ahead and click on it. This will prompt a window that will ask for your site ID (your account number), site zip code, and phone number associated to the account.  If this still doesn't work you can also clear out your cache and cookies, close out the browser and re-open it and see if that helps. Let me know if you have any questions.    -Brooke ... View more

Hi JohnJeremy, welcome to the community and thank you for posting! I actually see that another one of our representatives, Felicia, has sent a message to Mark Eitzel on Facebook regarding this matter and we are addressing it appropriately. How our phone agents responded to this is unacceptable and we're going to get this resolved for you.    The one thing I'd like to point out is, you'll want to make sure that your support center account is registered with the new DSS number. This will provide the correct billing invoices and data meter regarding your account. 🙂    -Brooke ... View more

I'm sorry to hear that, it sounds like the internet connection is intermittent and causing your phone service to drop. I pulled up your account and see you have a bad alignment currently, so I'm setting you up with a free technician visit to address these concerns. I've placed you on our earliest schedule available and you'll receive either a call or text to confirm your appointment, or you can reschedule if needed.    Let me know how the visit goes and if it improves your service!  -Brooke ... View more

Hi, I just want to step in and clear up a couple things.   To start off with, the moderators set up the Community Guidelines and Terms of Service. We strive to keep our community forums categorized so that we can better address customer's concerns appropriately. This is to ensure everyone gets assistance and someone's voiced complaints are not looked over. When signing up for the support center and being a participant of the community, you adhere to these guidelines and terms. Please keep this in mind before posting and/or responding to others.    Our fellow community members take the time to help out where they can. Oftentimes, they will provide the same information that Liz, Amanda, and others will post, such as speed tests, data depletion tests, etc. If there is anything they post that's incorrect, we will address it with them privately. In addition, we are helping multiple people, so sometimes our responses may be delayed. This is part of why you'll see customers respond before one of us usually, but we do our best to respond in a timely manner. I will apologize on behalf of Mark's response if it rubbed you the wrong way. However, this doesn't grant a reason to instigate an argument with him or with anyone else.    Bottom line for everyone to remember: Please keep your posts civil.    In regards to your previous post, skybox, we will go ahead and get the credit taken care of for you for the inconvenience.   I'm closing this thread to avoid this conversation from escalating any further.  -Brooke ... View more

Hello Franciann, I haven't heard from you so I'm going to go ahead and close this thread. Please don't hesitate to reach out to us if you have any further issues, we'll be here to help!    Thank you. -Brooke ... View more

Hi kedens, I hope the issue has been handled, since I haven't heard back from you. I'm going to close this thread, but please don't hesitate to reach out and start a new thread if you have issues in the future!   Thank you! -Brooke ... View more

That's no problem at all, thanks for keeping me updated!    -Brooke ... View more

Hey onetechy, I hope you haven't had any further issues. Since I haven't heard from you, I'm going to close this thread due to inactivity, but don't hesitate to reach out to us in the future if you ever need assistance!    Thank you. -Brooke ... View more

2018nointernet, I hope your situation has been resolved since we haven't heard from you. I'm going to close the thread due to inactivity, but if you need any assistance again, don't hesitate to reach out to us in the Tech Support board!    Thank you. -Brooke ... View more

Tukatshak, I do apologize my response was not quick to you, once I saw your post I began addressing the issue to our engineers the following Monday and I believe the issue has been resolved.   Thank you for the update! -Brooke ... View more

I'm glad we are getting you taken care of, although I wish it had been sooner!    Keep me updated or just shoot back a reply if you have any questions. -Brooke ... View more

Raiders13, it's been a while since I've heard from you. I'm going to close this thread, but please reach out to us if you need anything! Thank you.   -Brooke ... View more

Southernsierra, I am incredibly sorry and upset to hear the technician didn't show up. This isn't acceptable, I'm going to escalate this to their management, I appreciate you letting us know about this.      -Brooke ... View more

Thanks for getting back to be Rob. After running further diagnostics on your account, I saw you have a marginal alignment with your dish. I went ahead and set you up with a complimentary technician visit to address this. You'll receive a call/text to confirm or reschedule the appointment.    Hope this helps! -Brooke ... View more

Glad to hear! Thanks for keeping us updated.    -Brooke ... View more

Hello tukatshak, apologies on the delayed response. Is this issue still ongoing for anyone?   -Brooke ... View more

Hello southernsierra,   Please let me know if the technician arrived for the appointment.   -Brooke ... View more

Hi Franciann, welcome to the community and thanks for posting. I pulled up your account and I don't see any antivirus protection from us added on. If you're referring to an antivirus that isn't associated with your services with HughesNet, we wouldn't be able to determine that.    -Brooke ... View more

Hello HelpLawyer, thank you for bringing this to our attention. If you could please send me a private message, I'd like to address your concerns in detail.    Thank you.  -Brooke ... View more

Hello 2018nointernet, welcome to the community. I appreciate you reaching out to us.    As maratsade mentioned, the General Discussion thread is for mostly non-HughesNet related topics. Since this is your first post, if you post some added details on what troubles you're experiencing, we can get the thread moved to the appropriate category as well as begin assisting you.   We do have call centers based in Arizona, Texas, Florida and as you've noticed, abroad as well. Every agent gets the same training and specific centers do not have unique transfer numbers (unless it is a specialized department), so that is not something our agents would be able to do on command.        -Brooke   ... View more

I want to clarify some things to make sure I understand:   - Are you experiencing slow speeds before you reach the end of your monthly data cap? - Are the calls disconnecting once you've reached your monthly data cap?   I ran a diagnostic and I don't currently see any issues, but that doesn't mean there isn't one. I'd like for you to try some steps for me.    1.  Unplug the ATA (Voice unit).   2.  Unplug the HughesNet modem at the wall outlet or power pack (Do NOT unplug from the back of the modem). 3.  Wait for at least 30 seconds after unplugging the HughesNet modem, then plug the modem back in. 4.  Wait for about five minutes so that the HughesNet modem is fully back up and running, then plug in the ATA. 5.  Make sure all the cables are securely attached.    Let me know if that helps! -Brooke ... View more

Hi onetechy, welcome to the community and thanks for posting!  @GabeU pretty much read my mind 🙂   Let us know how it goes. If you still have troubles, we'll continue to address the issue.   -Brooke ... View more

I haven't heard back from you, Jaxsdan. I hope I was able to answer your inquiries. I'm going to close this thread, but if you need help again, feel free to start a new post.    Thank you. -Brooke ... View more

It's been a while since I've heard from you Carlaandrews7, I hope your billing issues have been resolved. I'm going to close this thread, but don't hesitate to start a new post if you still need assistance.    Thank you. -Brooke ... View more

Hello Robandlaurie, I appreciate you reaching out to us on the community. I pulled up your account and saw notation that you called in and had cancelled your services. In the notation, it states the agent went over the Early Termination Fees (ETF) with you and that you initially declined. However, they reiterated the fact your ETF charges are valid, and you agreed to it during the call. Because of this, we can not undo the charges.   Upon looking further into your account on other occasions, our agents were attempting to troubleshoot with you, but you were not home at the time and were advised to call back so they could continue to work with you. I did not find notation of any troubleshooting done, instead the cancellation was processed.    When we aren't given an opportunity to troubleshoot the issue and address your concerns, we can't work towards providing the service you signed up for.    I wish you the best of luck with your next ISP. -Brooke ... View more