About Brooke

Okay, now I fixed it. Can't have technology outsmart me, that'd be embarrassing. 😛 ... 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

Hi upsetcustomer, welcome to the community and thanks for reaching out.  There’s no limit to the amount of data you can use each month, however once you exceed your monthly allowance, you stay connected at reduced speeds until your next billing cycle. If you have any questions you can review our legal terms regarding no hard data limits and our Fair Access Policy.    -Brooke ... View more

Not sure, fixed it though!   Thanks Gabe 🙂 ... 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

Hi BrookeB, thank you for reaching out to us. I was able to find your account and it looks like you called in to cancel. If you would like, we can re-activate your services and continue to assist you!    -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 Kricket916, thank you for reaching out to us. I was able to pull up your account and want to address your multiple concerns.    - Streaming, regardless if on Youtube or through another source, will consume large amounts of data if your settings are on High Definition (one hour alone of HD streaming is ~3 GB). You also have video data saver you can utilize; if you stream in HD, it will cause buffering as the feature is trying to preserve data by running on Standard Definition. It's best to switch to Standard to consume less data (~0.7 GB per hour) and to prevent videos from buffering.    - Your main concern in this post is how much data usage you're going through. Many of our customers here on the community recommend Glasswire for data tracking, as it will tell you where the data is going to, but bear in mind the application needs to be put on each device to track the usage individually. Unless a device is completely shut down, there is always a chance of data being used in the background. You can also review data tips here.    - If your internet is completely down and you can not browse anywhere, we do have a web page you can access offline that gives you a view into your modem and the current status of it. Whenever that happens you would need to go to http://192.168.0.1, check your System Status and look for the state code under System Summary. In these cases, we need the customer to access the page because the modem is not communicating with us and our tools can't run a diagnostic.    Please bear in mind any delays you may experience with web pages loading is due to latency. This is based on the distance it takes to send and receive from our satellite to your home.    -Brooke ... View more

Hi again, hope everything's been resolved since I haven't heard from you. I'm going to close out this thread, but should you need assistance again you're always welcome to start a new post!    Thank you. -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

Hi OKguy, thanks for posting! The only port that is blocked on HughesNet is port 25 for outgoing mail. I'm going to investigate this a little further, so I'll keep you updated!   -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

Hi familymotors, let me be the first to welcome you to our Community and I appreciate you posting!   I was able to pull up your account and review it. First thing I did notice was you're out of data as you mentioned, I'll go ahead and provide with some free tokens as a complimentary. Otherwise, at this moment I'm not able to see anything that stands out, but that doesn't mean there isn't an issue. I was able to review a history of error codes that you were receiving, but it has left me with more questions than answers.    I'd like to go ahead and ask you for some more details. If you can answer the following questions:    - What kind of devices are you using? - Which devices are you experiencing the issue with (ie: is it just certain devices or all of them)? - Is it during certain times of the day you noticed the issue gets worse?   I appreciate your cooperation, thanks! -Brooke   P.S. @maratsade Home Tech Support is actually a service affiliated with HughesNet that can troubleshoot 3rd party devices, such as tablets, laptops, and whatnot. They provide a free diagnosis, and then if the customer wishes, they can pay for them to further troubleshoot either by month or for a full year. The services can also include virus scans, driver updates and general computer maintenance.     ... View more

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 Bettsangel, we can't control what you use for your data, but we can provide helpful links that you can take a look at to better manage your data usage. Bear in mind, streaming tends to use up data the most frequently.    Check out those links here and here.   Let me know if you have questions -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, it's been a week and we haven't heard back from you, so I'm going to close this thread. If you need to reach out to us again at any point, start a new thread and we'll be here to help! 🙂   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

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

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

Hi, we haven't heard from you since your last response, so I'm going to close this thread. If you still need assistance, feel free to start a new thread and we'll continue to help!    Have a good day. -Brooke     ... View more