About Damian

@JeanieOwen,   Thank you for posting to the community. I just wanted to check in and see if you have received any updates for your current open case with Corporate? Also, I want to track down the timeline for when you canceled your Norton service. Do you remember the month and year this took place?     -Damian  ... View more

@Hoplinda,   Thank you for reaching out to us. I can understand how this can be confusing and frustrating. What @maratsade stated is correct. In your case, your due date is on the 15th of every month and has been since 06/15/2021. I am unsure as to where you are seeing the 25th displayed as your actual due date but that is not correct currently. If you would like to make permanent changes to your due date, you will need to call our support line at 1-866-347-3292 to see if this can be done.    -Damian  ... View more

@luv2skyski,     Thank you for your continued patience while dealing with this issue. This was an uncommon system error, and we apologize for the inconvenience. Data tokens(30GB) have been applied. Let me know if you have any further questions.    -Damian  ... View more

@luv2skyski,   Thank you for your patience while dealing with this issue. Please look out for a private message from me detailing how your tokens will be applied and accounted for, now that I was able to confirm they did not get applied properly.    -Damian ... View more

@luv2skyski,   I apologize for this taking longer than normal. I am still looking into why this hasn't been applied yet as it should working as designed. I am trying to prevent giving you double the amount or 60GB of extra tokens because the original extra tokens you purchased may eventually get applied. Once I can confirm there was an error/glitch, I will apply the tokes manually so you will ultimately still receive what you paid for. I apologize for any inconvenience this has caused you.    -Damian  ... View more

@luv2skyski,   I am wondering if the extra 30GB was added to your monthly data allotment and not the token data. Please allow me some time to research this, as I want to make sure I have an accurate explanation for you.    -Damian  ... View more

@luv2skyski,   Thanks for reaching out again. From what I can see, you currently have 42.7 GB of data tokens remaining. It is possible the website is not reflecting this yet. May I ask where you were checking this info?  ... View more

@KG1986,   Thank you for posting and welcome to the community. I am sorry to hear this happened. I can see that the tokens you had did indeed disappear on the 14th. I will need to escalate this issue as I am unable to see if the tokens were used by accident or actually vanished. This may also be a visual glitch and for that, I will need confirmation from our engineering team This is not a very common issue but as was mentioned earlier, has been observed before. Once I have a result from the escalation I will get back to you on this as soon as possible.    -Damian  ... View more

@wolftrails,   Thank you for contacting us and welcome to the community. I apologize for the delay. Please private message me the phone number associated with your account and I will look into this.    -Damian  ... View more

@Mamabear4200,     We're closing this thread since we never got a reply from you. If you would like additional information, please create a new thread.    -Damian  ... View more

@Landon_Robinson,   Thank you for posting. After running diagnostics on the equipment, it appears there was inclement weather at the gateway location around the time you ran your tests. This will most definitely cause bigger spikes than normal. I know this is true due to the fact that the current speed test that I just ran showed results well above average and the latency you are receiving is within the normal range now. When checking your current gateway location, the weather is normal and the skies are clear. I also see no network or current equipment issues. In regard to the load on the system, it is no secret that congestion has always been present in some capacity. We have continuously made efforts and tangible strides towards improving this. Of course, a pandemic of this magnitude was not foreseen and the load on the system was an extreme challenge. Over the last few months alone, we have made great efforts to combat the extreme load, which is why you are able to receive the speeds you do now.     I would also have to agree with @maratsade in regard to the expectations you place on satellite service. If you are accustomed to cable internet or DSL speeds higher than 25 Mbps, the speed for HughesNet will feel much slower. This is due to latency. With this satellite service, data must travel up to the satellite and back (about 45,000 miles). This does create a greater delay that is not present with common terrestrial-based providers. When it comes to the services you are used to, the signal is ground-based which makes these types of services feel faster, and in most ways they are.   With all that being said, I will continue to monitor you service over time and if these type of spikes return without reason, we will investigate the issue and resolve it. If you would like some tips to improve your streaming experience and other daily activities with the service, you have come to the right place. Please don't hesitate to ask for this, as there is a plethora of information to be gained on this community.    -Damian        ... View more

@Mamabear4200,   Thank you for reaching out to us. I believe there may have been some misunderstandings between you and the representatives. When reviewing the case notes of the conversations you had with them, I saw no mention of anyone promising you that you would only need to pay $25 for service. I do, however, see a $25 dollar credit was offered for the following month of service. Since that did not happen, you were then given $25 off your monthly bill for the next 3 months. The 3-month $25 credit will be applied to your April, May, and June bill. What I can confirm here is that this 3-month discount has been set up correctly and will be starting on your April bill.   In an answer to your questions, if you deposit an amount of money into your HughesNet balance that is not already due, it classifies as advanced payment and will automatically go to the amount generated from your next bill. If you overpay for a current bill, that extra amount will also stay on the account until another bill generates to use it. There are very few reasons why a refund would be processed and advanced payments are not among them. Your HughesNet account is not similar to a bank account in which you can withdraw funds or request refunds for any transaction. Once the money is applied to your account, it is there permanently and will be applied to every bill generated until the amount you deposited is gone. In rare cases, refunds may be processed due to an error in billing or certain cancellation situations.    -Damian  ... View more

@Amandavanr,   Thank you for posting and welcome to the community. I am sorry to hear you have terminated your service with us. The WiFi booster is not returnable, therefore, a refund is not possible. Only leased equipment can be returned. Refunds can be given by our Account Management department and will depend on the situation.    -Damian  ... View more

@dkfkaw84,   Thank you for reaching out to us. I apologize for the delay and I am sorry to hear the overdraft fees have affected your holiday plans. When reviewing your billing information, it appears this increase in your bill was specifically due to two of your 12-month promotional discounts running out at the same time. We normally inform our customers of discounts that are coming close to an end to get them prepared to pay for the actual price of their service plan. It is clear that this was not discussed with you during any of your recent calls. While I can't initiate another simultaneous 12-month discount of this nature, I would still like to assist you in some way. Please send me a private message detailing the extent of your overdraft fees and I will do my best to work with you.   -Damian    ... View more

Hello @itldo,   Thank you for posting and welcome to the community. Due to the fact that our social media/community platforms are designed to support residential accounts only, you will need to contact business support at  1-800-347-3272.The representatives you speak with will be able to assist you with the questions you have.     -Damian  ... View more