About Liz

Hi Cindy, Thank you for your patience while your call was reviewed. The sales rep explained that it would be $69.98 for the 20 GB plan due to the promotional discount available--$15 off each month for the first 12 months of service. The rep clarified that normally the cost would be $84.98 per month. After this discussion, the rep offered optional services which added monthly costs to the bill: Express Repair ($7.95) and Norton antivirus ($4.99). Express Repair was free for the first month, but as the rep explained, you may opt out of this service any time. Currently you're still subscribed, but I see that you recently had the Norton antivirus service removed so that will no longer be on your bill.   Please check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your billing concerns. Regarding your service concerns, I ran diagnostics on your site just now and it's working normally; the HughesNet modem is getting 31 Mbps down. Even your two devices (iPad and Hopper) which are connected to the network have good signal right now. Are you currently still experiencing browsing issues? If so we can certainly troubleshoot that so we can find a root cause, just let us know. Your cooperation, patience, and understanding are much appreciated.​​​​​​​   ... View more

Hi ralphmoore,   Thanks for posting. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Monday, Oct 21, 2019 between 11:00 AM-02:00 PM . The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed.      ... View more

Hello captainguy03,   I'm glad you found the community, thank you for posting. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering.   Your complimentary dispatch is currently scheduled for our earliest available slot: Tuesday, Oct 15, 2019 between 08:00 AM-11:00 AM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed.    ... View more

Good morning rhill,   No we were trying to troubleshoot with the original poster of this thread to determine the root cause, but we have yet to get a reply new reply from her. However, if you want to troubleshoot with us that can give our engineers something to work on and keep the ball rolling.   We'll need the basic troubleshooting info from you as well such as:   When did you first notice this happening?   On what device model(s) is this happening?   On which iOS is this happening?   Has it happened on a device that has only had iOS 13? (Never upgraded from iOS 12?)   Is it only pictures and video being affected? Or is it text as well?   Is the issue only delayed messages, or messages failing to send?   Is this happening for sent messages only? Received messages? Or both?   Have you tried all the steps on this site?: https://support.apple.com/en-us/HT204065   If you've done all of the above and the issue persists, please follow the next steps:   Change the DNS settings on your iPhone to a use a different DNS server such as Google's (8.8.8.8). Here are instructions on how to do so: https://www.igeeksblog.com/how-to-change-dns-on-iphone-ipad/     Your cooperation, patience, and understanding are much appreciated.   ... View more

Hi Ron,   I'm glad you found the community and already started working with Gabe, thank you for posting. No need for a tech at this point, I just ran diagnostics on your site and found that the HughesNet equipment is working properly, with the HughesNet modem currently getting 38 Mbps down.   We'll have to troubleshoot individual devices to pinpoint trouble spots.   Right now I see an iPhone connected to the 2.4 GHz network, along with two other devices. I don't know for sure what they are, but their MAC addresses end in 9d and de.   Let's see how streaming directly from one isolated device works (without Roku or anything like that).    First make sure nothing else is connected to the internet except for the iPhone.    Stream something on the iPhone and provide the following information:   -What are you streaming? (YouTube, Netflix, Facebook video, Hulu, Amazon, etc.)   -In what streaming quality are you watching? (480p, 720p, 1080p, etc.)   -Is the Video Data Saver on or off (currentlty it's off).   -What exactly are you experiencing when streaming, buffering, pixelation, etc?   -What time are you testing streaming?   These are all the questions for now so we know how streaming on just the iPhone fares. You may do this troubleshooting at your own convenience.    Your cooperation, patience, and understanding are much appreciated.   ... View more

Good morning Parough3,   Thanks for reaching out. Let's go over your bill together so we make sure we're on the same page. To view a break down of your bill, please log into the Support Center: http://supportcenter.myhughesnet.com and follow the instructions here: http://hninfo.us/viewbill   The itemized bill can be found when you open the bill and click the "Account Charges" link in the bottom left corner.   Then we'll see this:  The service plan fee, equipment lease fee, and tax add up to the $80.73 you mentioned. The $5 difference in question is that invoice charge. Subcribers not on auto-pay are charged $5 monthly to have their bill physically mailed to them.   Hope that made sense and clears things up for you. Now you know how to check your bill if you are curious about your charges.     ... View more

Good morning BlevinsHomestea,   Thank you for running the latest tests. Engineering is suggesting a site visit for you. Your dispatch is currently scheduled for our earliest available slot: Thursday, Oct 10, 2019 between 11:00 AM-02:00 PM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. Please let us know how the site visit goes.   ... View more

Hi BlevinsHomestea,   Looks like an engineer is looking into this already, I just got off the phone with him. He's looking into something regarding your case currently, but as of right now he's seeing that speeds should be good. If you're still there, can you please run some new tests to confirm?     ... View more

Hi Cindy,   Welcome to the community and thank you for posting. We can certainly look into requesting your sales call for review to determine whether the sales rep set the appropriate expectations. I'll post back once I get the results.   Can you please elaborate on which needs you stated? This way we can narrow our focus on the sales call review. Your patience and understanding are much appreciated.     ... View more

Gotcha, thanks, that simplifies things. Let me compile this info and send it up. I'll post back once I have any news to share from engineering.   Your patience and understanding are much appreciated.   ... View more

Just what the engineers need, thanks for the results link BlevinsHomestea! I'd like to escalate this to our engineers here at corporate for their insight. Please provide some additional information (these are things our engineers tend to ask):   What were you trying to do online that prompted checking your speeds?   If you're trying to stream video, describe your experience.   Where are you trying to stream? (Netflix, Amazon, Hulu, etc.)   On which device?   If you are having difficulty accessing a certain website(s), which one(s)?   Or are you trying to log into a site?   The more details about what you were attempting to do will help the engineers narrow their focus.    Your cooperation, patience, and understanding are much appreciated.   ... View more

Hi BlevinsHomestea,    I'm glad you found the community, thank you for posting. As Gabe said, the link doesn't send us anywhere. Could you please try again? Please be sure you ran the tests using the 25 MB file size for the most accurate results.   I ran diagnostics on your site and currently everything is working normally; the HughesNet modem is getting 26.7 Mbps in download speeds. Looking forward to seeing your TestMy.Net results.   Your cooperation, patience, and understanding are much appreciated.   ... View more

Hi js20692,   I appreciate your patience while our engineers have been investigating. As recently as Friday they were able to reproduce what you reported, but today iMessage is working for them. Can you please confirm if you've also noticed this change?   Some things engineering would like confirmed:   Is it just picture/videos failing to send?   Is the issue limited to sending or receiving or both?   If pictures/videos are sending/receiving, is it just delayed?   How's sending/receiving plain texts? Delayed or normal?     Your cooperation, patience, and understanding are much appreciated.   ... View more

OK that's new. Have you tried a another tone? In my past experience it was only the default iMessage tone that hung up VOIP calls.    Also, are all of your dropped calls a direct result of receiving an iMessage on the iPhone? Just trying to narrow things down because dropped calls unrelated to iMessage is a different issue.   ... View more

Thanks for the details, Rob. Please correct me if I'm wrong, call drop no matter which phone set you use?   I'm not so sure about using a splitter, let me check with our VOIP experts on that and get back to you. The iPhone should not interfere in any case unless your iMessage notification tone is set to the default tone.     ... View more

Thanks for the additional info Rob.   How long into the call before it drops?   Have you noticed if the calls drop if it's a received call?   Just to be clear, the dropped calls even persisted on a different phone set?   The phone set(s) you're using are cordless?   We don't have any specific model phones we recommend; any current phones should work fine, but let's finish troubleshooting before we decide that the phone set is the root cause.    Looking into changing the channel is a good idea too, considering that you have a number of devices on your 2.4Ghz network, but first please confirm that dropped calls persist when the ATA is the only device connected to the HughesNet modem.   ... View more

Good morning Rob,   Just confirming that your iMessage concern was resolved? I believe you mentioned it in your other thread. Please let me know so I can close this thread.     ... View more