About Brooke

Unfortunately based on our legal site and your contract, the ETF charges are still valid, but I understand in these circumstances you still intended to carry your services over to a new location and aren't allowed to at the new location.   If you could send me a private message, I'd like to address this concern in further detail.    Thank you. -Brooke ... View more

I have to say when I say the usage amount I was shocked too, I've never witnessed high numbers in our logs before. While it may have been a glitch or not, it's hard to say. The best way of narrowing down the cause will be the data depletion test that's been mentioned by Gabe. Once you're able to do that, that will help us determine what to do next.    On a different note, while running further diagnostics, I see you have a marginal alignment so we definitely need to get a technician out there to re-align that dish for you. I'd advise to perform the data depletion test prior to the appointment, so that we can determine if we need to replace the modem as well. I've noted the technician to bring a modem, just in case.    Your complimentary technician visit is currently scheduled for Saturday, Sep 1, 2018 between 08:00 AM-11:00 AM. You'll receive a call/text to confirm the appointment, or if you need to reschedule, please give us a call and reference the case number 114758863.    If we don't get results from the data depletion test, please let me know so we can address the issue further.    Appreciate your cooperation! -Brooke ... View more

Hi Robp1, welcome and thank you for reaching out to us on the community! I appreciate you bringing this to my attention, I hope I can clarify things up for you. We unfortunately can't guarantee speeds will be exactly between 1-3mbps; they will have variances. To quote from our website here that goes over all the legal details:    "All Service Plans feature the No Hard Data Limits where the user can continue to use the Service without being charged for additional data usage.  If a user uses more data than is provided in the monthly plan, he or she will experience reduced data speeds, until their next billing period. Reduced speeds may be as low as or lower than 1 Mbps and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads."   With your HughesVoice, please correct me if I misunderstood, but it sounds like you're using it when you call in for tech support; what may be happening when you call in to tech support is, if they have you reboot your modem, your phone line gets cut off as well. So it's best to let them know if you're using your Hughes phone prior to them doing any troubleshooting.   I hope this clarifies things. -Brooke ... View more

Hi Savage 😄    Is the Landlord not allowing the service due to concerns about placing the dish on a roof, or for another reason? If it's a concern with possible roof damage, we can always have the technician mount it on a pole instead.    -Brooke ... View more

I think you misunderstood what I was trying to say. I was not saying when looking for a new residence you have to make sure HughesNet is available, I simply meant it's important to check what internet providers are located there and if you find out HughesNet is not, then to look for alternatives. I moved from Nebraska to Arizona just a few months ago, so I know it's not easy starting over.    Due to this particular situation, I'd like to address your concerns privately, could you please message me so we can discuss in further detail? Thank you.   -Brooke ... View more

Hello ryry117, thanks for posting! I was able to locate and review your account. The first thing that caught my eye is that our logs show there has been 197 GB used within the past two days. Based on connection time, it looks like the only device that could be associated to that data is listed in the modem as "Ryan". Do you know what device that might be?  -Brooke       ... View more

Hello Mspsc, like maratsade said, it's a good idea to start your own thread so we can focus on addressing your concerns without having multiple conversations in one thread.    Your cooperation is appreciated!  -Brooke ... View more

Hi, we haven't heard from you since your initial post, so I'm going to close this thread.    I hope you have a good day! -Brooke ... View more

Hi, I hope your issue got resolved since we haven't heard from you. I'm going to go ahead and close this thread.   Hope you have a great day! -Brooke ... View more

Hello ReallyConfused, let me first say welcome to the community and thanks for reaching out to us!  I was able to have your sales call reviewed, and I want to go ahead and clarify your confusion. Check your private messages, I sent you a message with more details addressing your concerns. -Brooke ... View more

I understand how you feel, it's overwhelming having so many talk at once, but in the end we just want to help out 🙂 it's never too late to broaden your horizons with technology, I know the struggle sometimes myself as humorous as that might sound.    I see you called in and I'm glad they got a technician set up for you, hopefully they'll be able to answer any of your questions and resolve your issue!    Hope you have a good weekend! -Brooke ... View more

These are all great suggestions that I also second, I have one other thing I see on my end that I'd like for you to try.   I noticed you have your iPad connected to your hug5g network. This is great for speeds, but for range you would be better being connected to the hug2g. Because your iPad is mobile, it relies on that range and, depending where you are in your house, could be causing a weak signal.    Try switching to your hug2g network and see if you notice any changes.    -Brooke ... View more

Hi, I haven't heard from you, so I'm going to close this thread. If you have any questions in the future, you can start a new thread and we'll be happy to help out!   -Brooke ... View more

Hi southernsierra, thank you for reaching out to us. I was able to locate your account, and I see your next appointment is for the 25th. I was looking at attached photos of where your current dish is placed, and it's a bit difficult to tell, but a pole mount may not work for you to get a line of sight. However, like Nancy said, you can bring up a pole mount option to the tech and see what they say, as they will be more knowledgeable.    Let us know how the tech visit goes, hopefully it gets resolved for you 🙂 -Brooke ... View more

Hello Raiders13, welcome to the community and I appreciate you reaching out to us. I was able to pull up your account and I see it's a business account. I am very sorry your experiences with customer service have not been well. While I understand the frustration you're having, it's always important to check if your service will be available at a new location beforehand.    Regarding the data usage, since you haven't been able to connect the modem back up, it's a high possibility the data is reflecting the last time your services were last on, since there isn't any other way for data to be transmitting with all the equipment disconnected.    I hope this clears things up for you, let me know if you have questions. -Brooke ... View more

Hi Carlaandrews7, welcome to the community and thanks for posting! I am extremely sorry you went through all that, especially with your first technician visit. In regards to your upgrade, I do see they did not extend your contract, you still have 5 months remaining.  While going over your billing, I do noticed that in January when you upgraded, they did leave notation of providing a discount and it was not applied like promised. Afterwards, there was a discount applied for only 3 months (April, May, June), but I see you were credited for July and August and a discount has been applied for the remaining of your contract.  I've sent you a private message with more details regarding the discount and credits applied for you to view. I am, once again, sorry you had to go through this trouble. I hope this finally sorts everything out for you! -Brooke ... View more

Hello Jaxsdan, welcome to the community and thanks for posting! I'm really sorry you're experience has not been great, but maybe there's still some hope!    To answer your inquiry about stopping the service, I believe what you're speaking of is suspension. We don't have the customer return the equipment, but it suspends your service and you only pay for the modem (if leased) and taxes. You can do this up to 6 months within a year, but I would not recommend it if you're looking to break your contract, because your contract would pause until your services are reactivated. For example if you had 12 months remaining on your contract, suspended your services for 3 months, then reactivated your services, you'd still have 12 months remaining.    But like I said, maybe there's still something we can do to better your experience! Can you give me some details of what troubles you're having? Thanks.   -Brooke ... View more

Hello AnthonyM661, I see you're new, I'd like to welcome you to the community and thanks for posting!   GabeU provided some helpful links regarding data usage and I'll elaborate further on your other points:    - I don't know who spoke with you, but you still received your promotional service credit. However, your confusion may be because of how much your first bill came up to, which I can understand so I want to go ahead and break it down for you. The cost of your plan did not change, but you are leasing the HughesNet equipment, so that adds $14.99 to your bill every month. As a courtesy, HughesNet also provides new customers a promotional leasing cost, so your current amount is only $9.99. You can view your bill through the support center, you just go to My Account > My Bill.    - I reviewed the chat log you had with one of the reps. In order to help customers, we have to ask questions to pinpoint the issues, such as "How much do you stream?" for example. The rep did not assume you were streaming in 4K, they were providing a comparison between streaming in Ultra HD, HD and SD, and how much data each one will take. Most cases when customers are going through data, it's related to streaming, so we provide information that will help them manage their data to avoid using it up quickly.     - I reviewed your account and the notation shows here that the supervisor would call you back after 4 hours. I can understand being frustrated about this, however our notations show he contacted you about 8 hours later, but there was no answer so they left a voicemail and closed the case. I am sorry they didn't meet up to the expectations they promised.    I hope this clears things up for you, if you have any other concerns you'd like addressed, don't hesitate to reach out to us! -Brooke ... View more

Hi Tiaduffey, thanks for posting!    After pulling up your account, I ran some diagnostics and currently your equipment is in great condition; I see everything is fully operational, so a technician is not necessary to resolve your issue.   You mention you're able to view some pages, such as Facebook, but based on what you've shared, it sounds like you're only having issues accessing Apple; is there anything else besides Apple you can't access? In addition, you mention your neighbors are also using HughesNet with no trouble, so I would reiterate that it sounds like an issue with Apple.   I would recommend contacting Apple for assistance, they will be more knowledgeable with Apple related products. If you have other concerns, I'd still be happy to address those with you!    Regarding the Comcast app email issue, it appears this has been an ongoing issue since last year: https://forums.xfinity.com/t5/Xfinity-Connect-App/xfinity-connect-app-will-not-open-emails/td-p/2977169 -Brooke ... View more

Hello EmAzing, welcome to the community and thanks for posting! It's okay to vent, we're here to help.   I want to go ahead and give some information. The first 20 days all our customers received what's called a "relaxed bandwidth". This is a complimentary offer we provide new customers, in addition it allows customers to update their computers and applications for optimal performance without going over the data limit. It's not "unlimited" data, but how it works is your 20 GB plan you're currently on is refreshed daily for the first 20 days of your service. I do apologize if you weren't informed of this, but I hope this clears things up.   The Bonus Zone, where you receive an additional 50 GB between 2am-8am, is offered to our customers to help maximize your bandwidth usage. The best use of the bonus data is for large downloads, such as computer and device updates, video game and movie downloads, and such.    The Anytime Data is your service plan. Depending how much you rely on the internet and what you use the internet for will factor which plan will best fit your needs.   We have also other ways to help manage your bandwidth. Gabe provided the links I had in mind as well, so I second that these forums will help you out greatly!   Let me know if this helps or if you have any other questions! -Brooke ... View more

Hi MikeF, I notice you're replying to old threads. To get better assistance, if you have any concerns you'd like for us to address, please start your own and state in detail what issues you're experiencing and we'll be happy to assist you.   Thanks for your cooperation, Brooke ... View more

Hi MikeF, I notice you're replying to old threads. To get better assistance, if you have any concerns you'd like for us to address, please start your own and state in detail what issues you're experiencing and we'll be happy to assist you.   Thanks for your cooperation, Brooke ... View more

Hi pianoman01, I see you're new, so let me be the first to welcome you to the community and thanks for posting! If you have any concerns, please start your own thread expressing in detail what issues you have under our "myAccount and Billing" category, where you'll get better assistance.    Thanks for your cooperation, Brooke ... View more

Hello JMH3,    I can understand, it's frustrating to us as well when we are are waiting on updates. As soon as I know more, I'll be in touch with you as quickly as possible.   I appreciate your patience, and like maratsade said, hang in there! We'll get this sorted out for you. 🙂   -Brooke ... View more

Hi 989Carolyns, I pulled up your account to review the notes regarding the early termination fee being waived. I did not see any notation regarding that, however I requested to have the call reviewed. Sadly, the call could not be found in our system. So what I'm going to do is create a case # you can use as a reference for the next time you call in to cancel your voice services.    Your case number is 114364641   I hope this helps out! -Brooke   ... View more

Hmm, that is odd. Once again I'm sorry you had to go through this. Bills are stressful on their own, in addition running into these reversals just add more stress.  Please check your private messages, I sent you a message to address the rest of your concerns.  -Brooke ... View more

Hi MelissaGrim, welcome to the community and thanks for posting your concerns. I completely understand your frustrations. I do want to explain that the email you received was not a personal attack on you. When we are helping customers, our case system has categories to summarize the call. "Educated Customer" is one of our predefined selections and can be used in various situations, such as customer inquiries. I don't believe your email should have had included that particular detail, so I apologize for any distress that put on you, and I will escalate this to management to investigate. I do appreciate you bringing this to our attention, so thank you.    I pulled up your account regarding the payment reversal, HughesNet does not issue reversals. The reversals come through the bank, usually per customer's request. If you didn't initiate the payment reversals, the bank disputed the charges and set up the payment reversal. I suggest calling your bank to determine why, I'm sure what they did had your best interest in mind.    If it helps to understand, I've had a similar situation, and it came down to the bank protecting my account to make sure the payments were authorized by me.    I'd also be happy to assist you with your service once everything gets sorted out with your bank.    Thank you, -Brooke ... View more

Hi JMH3, thanks for your patience.    I'm still investigating the sales call review, it's currently pending, so I'm waiting to hear back.   To answer your inquiry about the second tech, I did find out that we noticed on our end that your site needed attention, so we wanted to get that taken care of for you.   I will message you privately again once I hear updates.    -Brooke  ... View more

Hello JMH3 welcome to the community and thanks for posting! Check your private messages, I sent you a response so we can discuss the matter.    Thanks 🙂 -Brooke ... View more

Hello TennisBum, I see this is your first post, so welcome and thanks for posting!    I need more information to better assist you.   What kind of computer do you have?    Which pages are not loading (ie: what links you're trying to access from Google)?   Are you directly connected when this happens?   I'll be waiting to hear back from you! -Brooke ... View more