About Liz

Liz

Hello all, I have since resolved the original poster's billing concerns so I will be locking this thread. If you have concerns of your own, please start your own thread with as much detail (save for personal information) so we can best focus our efforts. Your cooperation, patience, and understanding are much appreciated.

Liz

Hi wlfuller, Thanks for posting and welcome, you may have already noticed that I replied to a similar thread you participated in, but just letting you know your threads have already caught our engineers' eyes and they are currently investigating. Once I have any additional updates to share, I will post back. Your patience and understanding are much appreciated.

Liz

Hi folks, Welcome to the community and thank you all for posting your experiences. Your threads have already caught our engineers' eyes and they are currently investigating. Once I have any additional updates to share, I will post back. Your patience and understanding are much appreciated.

Liz

Hi folks, Welcome to the community and thank you all for posting your experiences. Your threads have already caught our engineers' eyes and they are currently investigating. Once I have any additional updates to share, I will post back. Your patience and understanding are much appreciated.

Liz

Hi unhappycustomer, I'm sorry to hear that, we can help you here in the community if you would like to work with us. Just start your own thread to get started.

Liz

Good morning dfbeck, I just ran new diagnostics on your site and it's now indicating that we should replace your radio. I've dispatched a tech to do so (as well as replace your modem), so let's see if you notice any significant change after the site visit. Your dispatch is currently scheduled for our earliest available slot: Friday, Jun 30, 2017 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #104684967 if you need to reschedule. Please let us know how the site visit goes.

Liz

You're welcome, Dave. Please also check your PMs, I've sent you an additional note there.

Liz

Thank you Matt, will do!

Liz

Good morning Louis, Our engineers have addressed this so your Free Download Zone should be working again. Please let me know if you require additional assistance.

Liz

Good morning LivingLegend, Thanks for posting and welcome to the community. Third Party VOIP services in general won't work very well with HughesNet, so I can't say that whatever the engineers have planned will have much of an effect for you. If you do have concerns with the upload speeds we're providing, by all means please start your own thread with your speed tests posted. Here are our speed test instructions for your convenience.

Liz

Good morning IntoTheWoods, The latest update on the fix for the degraded outgoing call quality is that our engineers' goal is to have it rolled out by first week of August. Should this change, I will let you know. Your patience and understanding are much appreciated.

Liz

Good morning Dave, The latest update on the fix for the degraded outgoing call quality is that our engineers' goal is to have it rolled out by first week of August. Should this change, I will let you know. Your patience and understanding are much appreciated.

Liz

Hi dfbeck, Thank you for the additional information. Let's tackle intermittent connectivity first. Is the HughesNet modem plugged directly into the wall outlet or into a surge protector? If you're plugged into a surge protector, let's test having the modem plugged into a wall outlet for the weekend. Please do not reboot the modem, as it will clear your state code history, and I'd like to have a look at that next week after this test. Let me know if you notice any difference in performance while plugged into the wall outlet. Your cooperation, patience, and understanding are much appreciated.

Liz

Hi IntoTheWoods, Welcome to the community and thank you for posting. Our engineers are already working to address outgoing audio quality. They expect to have a fix rolled out nationwide in a few weeks. Once I have any additional updates to share, I'll let you know. Your patience and understanding are much appreciated.

Liz

Hi waterdogs, Welcome to the community and thank you for posting. Our network engineers are constantly making adjustments to ensure optimal performance for HughesNet subscribers. To address your concerns I've looked into our reports and there haven't been any other reports of subscribers with FTP concerns like yours. Hopefully someone here in the community who also uses FTP with Yahoo can provide some insight, and more importantly, I hope Yahoo is able to help address your concerns.

Liz

Good morning dfbeck, Welcome to the community and thank you for posting. I've pulled up your account and run diagnostics on your site to address your concerns; right now all looks fine with the HughesNet equipment. So I dug into our reports and I see there were some brief outages affecting your beam last week. Have you been experiencing intermittent connectivity since you last posted Monday? Looking forward to hearing back.

Liz

Good morning, In this case, I'm just adding any new complaints about the OID error to the existing ticket, so no need to create a new thread. However, anyone with concerns other than the OpenID error should create a new thread.

Liz

Hi Dave, So far the testing has been successful and showing improved call quality, our engineers are going to monitor that beam for another week before moving forward. They expect to have the fix rolled out nationwide in a few weeks. Please check your private messages; I will PM you shortly to further address your concerns.

Liz

Hi ret2rom, Thank you for your patience. The engineer confirmed for me that our graphs account for DST. He also checked in logs from June 9 and did not find anything that would have caused that anomaly you experienced that morning. I've sent you a complimentary token for the inconvenience so you may receive an e-mailed order confirmation for the free token. Please don't hesitate to drop by again if you have additional concerns.

Liz

Hi Rspittsiii, Welcome to the community and thank you for posting. I pulled up your account to address your concerns; I see you have a business (SME) account and that your alignment is a bit off. Since we here can only support residential customers, I suggest contacting the business support line at 1-800-347-3272 for further assistance.

Liz

Thanks for the PM, Dave. I got a very quick turnaround on this from all the relevant engineers; they are testing a fix for this in one beam before rolling it out nationwide. Once rolled out, this should address the call quality. Once I get any new updates on the impending fix, I'll post back here.

Liz

This is great feedback, bare65! Thank you for taking the time to thoughtfully put this together. I will send this over to our marketing department which put the welcome e-mail together.

Liz

Nice! Thank you for the update, Tom. I'm glad the modem replacement has brought you back up to normal performance. We're here if you need us, so drop by any time!

Liz

Hi farmerhugh, Just keep me posted if you're still not receiving billing notifications by e-mail. Regarding staying up to date with community posts, you have the option to subscribe to boards or threads. Whether you're in a board or thread, you can click on the OPTIONS button in the top right corner of the community and select Subscribe: If the e-mails are too much, you can manage your subscriptions in your settings. Hope that helps!

Liz

Thank you bare65! So glad to hear you're enjoying your fast new Gen 5 service! The 5 GHz network has a shorter range than the 2 GHz network, so that's one thing to consider. Also, older devices/network adapter may not be compatible with 5 GHz networks. I will reply to your PM right after this. :)

Liz

I believe the usage history is in your local time and that we do take daylight savings time into account. I've asked an engineer to confirm, I'll let you know when I hear back.

Liz

Hi Dave, Welcome to the community and thank you for posting and including all this useful information. This greatly helps and can get us working on addressing your concerns. Do you have an estimated time for when your kid called on 6/20? Also, please send me the phone number from which they called via private message. Click my name to get to my profile page where you can see the button to send a message. Your cooperation, patience, and understanding are much appreciated.

Liz

You're welcome, Louis!

Liz

You're welcome, Wally. I'm hoping this added pressure on our engineers will get something done faster.

Liz

Good morning folks, No update on the original ticket to address the error. I've submitted a new ticket to see if a workaround can be implemented in the interim. I'll post back once I have any updates to share. Your patience and understanding are much appreciated.

Online Status	Offline
Date Last Visited	yesterday

User	Kudos Count
C0RR0SIVE	57
Gwalk900	58
BirdDog	61
maratsade	13
MarkJFine	4

User	Kudos Count
GabeU	35
LivingLegend	1
maratsade	15
C0RR0SIVE	32
ret2rom	1

About Liz

Re: Billing Theft - Fraud Investigation Claim Open...

Re: Email Client Keeps Coming Back with Connection...

Re: Cant connect to Gmail account to send or recei...

Re: can't connect to gmail or att email accounts

Re: Hughes Voice Service

Re: Repeatedly having problems with uplink

Re: Hughes Voice Service

Re: Intermittent System Outage returns.

Re: 7000 Dowload Allowance Zone Problem Again........

Re: No VOIP rule

Re: No VOIP rule

Re: Hughes Voice Service

Re: Repeatedly having problems with uplink

Re: No VOIP rule

Re: New Problem with FTP and Yahoo starting After ...

Re: Repeatedly having problems with uplink

Re: Extreme frustration with Hughesnet customer se...

Re: Hughes Voice Service

Re: When are bonus bytes used?

Re: Gen5 - Signal Strength

Re: Hughes Voice Service

Re: Huge Improvement on 'Activation Confirmation &...

Re: Speeds below 500 kbs. last night

Re: Billing matter

Re: Thank you!

Re: When are bonus bytes used?

Re: Hughes Voice Service

Re: 7000 Dowload Allowance Zone Problem Again........

Re: Extreme frustration with Hughesnet customer se...

Re: Invalid OpenID or Credentials.