About Liz

Liz

How odd... I'm not even getting to the non-functional card screen. I only ever get these errors on computer and mobile, respectively: I'm puzzled... I'm going to test this out on my home PC on Verizon, and Amanda said she'll try on her Comcast connection.

Liz

Hello nab1, I'm glad you found the community, thank you for posting. We can definitely look into this on your behalf and see what we can do for you. Please allow me some time to review all your case notes. I'll reach back out to you once I have an update. Your patience and understanding are much appreciated.

Liz

Hi RMREAD, We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Hi muraskimc, We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Hi robin_b50, It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

So good to hear that, Shelby947, thanks for letting me know! The community is always here if you have additional concerns.

Liz

Hi GW, Still testing this out... I'm starting to think that the website in general has issues. Amanda also was not able to get to the Manage Credit Cards page on her cellphone (Verizon), and now's she's also getting the 504 error just by trying the main website. I'm waiting on a 3rd cell connection test to see if it also fails. So far, I've never been able to get to that page today in spite of trying all the usual troubleshooting steps. I guess I was lucky yesterday when I did get to the add credit card form. Are you seeing the same today on your non-HN connections? Have you inquired with natural pet's support about this?

Liz

Hi GW, Thanks for the additional details. Nothing in the SCC jumped out at me, but I did a lot of testing today and will definitely escalate to engineering for their input. I'm failing to get to the Manage Credit Cards page now. However, I did notice that even on my Android on a cellular connection, I was getting the same error. I'll bug Amanda to see if she gets the same thing on her cell connection. I'll let you know once we have any updates or additional questions. Your cooperation, patience, and understanding are much appreciated.

Liz

Great! I realize now that you won't find the term "SQF" in the System Control Center (SCC), instead look for "Satellite Receive Strength", I'll need the number next to that please.

Liz

Good morning Ledesma1, We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Good morning mcoleman, I see it's your first post here, so welcome to the community! We can totally look into this for you. I pulled up your account and can't reach your modem remotely, which from your case notes and your post here is no surprise. Interesting that the internet comes back up temporarily after a reboot. Please try powercycling the modem by unplugging the power cable from its power brick and waiting at least 30 seconds before plugging it back in. Do you still only temporarily get internet back? Finally, please navigate to 192.168.0.1 in your browser to go to your System Control Center. This site is hosted on your modem, so no internet connection is needed. Click on the System Status light at the top of the screen. On the next page, please let me know what your State Code is (it's a series of 3 numbers separated by periods, like 12.7.2 or 0.0.0), as well as the SQF. Let me know if you have any questions. Looking forward to hearing back. Your cooperation, patience, and understanding are much appreciated.

Liz

Hi JRHill02, I see it's your first post here, so welcome to the community! That's a great catch, thank you for sharing your findings here! It may be useful for other Google Drive users who also may be in the same boat. I sent you a token so you can continue your observations on usage. While I was looking at your account, I noticed that the radio on your dish should be replaced. I've created a complimentary dispatch to get that addressed so your system is performing optimally. Your dispatch is currently scheduled for our earliest available slot: Wednesday, Jun 27, 2018 between 02:00 PM-05:00 PM . Call us at 866.347.3292 and reference case #113280937 if you need to reschedule. Please let us know how the site visit goes.

Liz

Good morning GW, Thanks for posting the details of what's going on, I haven't been able to reproduce what you're seeing on my end, however. I did make an adjustment to your site, so please let me know if the issue persists. Your cooperation, patience, and understanding are much appreciated.

Liz

Good morning Mike, I have something new from engineering, please check your PMs for details.

Liz

Good morning Julian, Thank you for your patience, I'm sorry the updates are scarce. The latest news I have is that engineering is currently testing a fix for dropped calls that would be rolled out in a modem update. I don't have any timeline for their testing or rollout phase, but as soon as I have any news to share, I'll let you know.

Liz

Good morning Randy, Can you please confirm that you can see all the email accounts you need online?

Liz

Good morning pacetree, Thanks for reaching out, we can certainly do that. I pulled up your account and I see the higher bill was due to an unreturned equipment fee (UEF) for the modem. I'm sorry for this, I know I requested that you send your modem directly to our engineers for debugging rather than follow the usual return process. I've already manually received the modem in our system so that it will automatically credit back your account for the $125 UEF. To view a breakdown of your bill, after following these steps to get to your bill, look for the "View Site Details" link on the bottom left corner:

Liz

Hi gertieg, Thanks for posting. You can always ask if the installer can move the modem to your ideal location. Alternatively, we do have a wifi booster available that can, as the name implies, strengthen your wifi signal in the house. Let us know how the upgrade goes!

Liz

No, just replaced a bad transmitter. :) Still on E19.

Liz

Good morning Lynee, It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Good morning jdandria, It's been a while since we last heard from you, so we will close this thread. I hope that new modem has been working well for you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Thanks for the update Terry, glad to hear your speeds are back up! Feel free to post back in the community if you have other concerns.

Liz

Hi Terry HInes2, Thanks for posting, we can certainly help address your concerns. I pulled up your account to investigate, and after running 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: Tuesday, Jun 19, 2018 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #113205367 if you need to reschedule. Please let us know how the site visit goes.

Liz

Hi Millemar, Thanks for posting. I see that you're under the same SAN as Lortega1980. I've already addressed the concern in their thread, so I'll close this one out.

Liz

Hi Lortega1980, I see it's your first post here, so welcome to the community! After reviewing your case notes 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: Saturday, Jun 23, 2018 between 05:00 PM-08:00 PM . Call us at 866.347.3292 and reference case #113200282 if you need to reschedule. Please let us know how the site visit goes.

Liz

Hi RMREAD, I'm glad you found the community, thank you for posting. We certainly do want to address your concerns. Concerning any claims of installer-caused damage, one should contact the dealer who sent that installer. The dealer may admit fault and offer to fix the damage themselves, without going through insurance, if the customer accepts that option. If the dealer does not admit fault, or either the dealer or customer wants to go through insurance, it should be handled through the dealer’s insurance. The dealer’s insurance will send out an investigator to take pictures, assess the damage, and determine who is liable. Regarding the $50 credit, it's there on your May bill. When you view your bill online, look for the "View Site Details" link in the bottom left corner so you can see the full breakdown. Here's an excerpt of your bill, showing the credit you inquired about: In looking at your case notes, I see our agent had you run testmy.net speed tests. What's your testmy.net username so we can view your full speed test history? Your cooperation, patience, and understanding are much appreciated.

Liz

OK, looking forward to hearing back!

Liz

Good morning muraskimc, Thank you for your patience while your concerns are being investigated. Engineering examined your site, and other than being subject to the Fair Access Policy at the time, they did not see anything out of the ordinary with your site. They would like to know how your site is performing now that your data allowance has been restored. To do so, please create a testmy.net account and run 3-5 tests during different parts of the day. Post your test results link here in your thread. Please keep in mind that Hughesnet will only accept testmy.net and the official Hughesnet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys. Most important points to remember during this test: -do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used) -use the 25MB size download test file -space each test at least 5 minutes apart -post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx Your cooperation, patience, and understanding are much appreciated.

Liz

Thank you for your patience as we worked to address your concerns, Bob.

Liz

Hi Mike, I'm sorry to hear that, I'm still awaiting word from the folks I pinged last Thursday. I'll let you know once I find out any news to share.

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Date Last Visited	Friday

About Liz

Re: Bug report

Re: HughesNet overcharges me $355 and offers only ...

Re: Slow Internet

Re: Multiple Disconnects, Awaiting Engineers >5 we...

Re: Signin not allowed for this IP Address

Re: Limited connectivity/zero connectivity 2000s

Re: Bug report

Re: Bug report

Re: System light won't stay on

Re: Unacceptable Internet Speed

Re: System light won't stay on

Re: Data Consumption/leakage and Google Drive Sync

Re: Bug report

Re: Voice Service keeps dropping calls

Re: Packet loss on outbound voice calls

Re: Can't access Manage/Delete old email accounts ...

Re: Bill was doubled this month.

Re: new install Gen5 this week

Re: New to Gen 5 see no difference from Gen 4

Re: 3rd Modem HT2000W consuming data- WIFI disable...

Re: Very slow internet over the last several days

Re: New to Gen 5 see no difference from Gen 4

Re: New to Gen 5 see no difference from Gen 4

Re: Tech Support Needed

Re: Ht2000w issues with service

Re: Slow Internet

Re: Limited connectivity/zero connectivity 2000s

Re: Multiple Disconnects, Awaiting Engineers >5 we...

Re: Free period for Alaska

Re: Voice Service keeps dropping calls