About Liz

Liz

Hi Pete_Vit, Can you please PM me the sender's email or domain? When you said the first error was reported on 2021-04-19, that was the first time you got that message from the listserv saying you were removed due to error 5.7.1? And you just noticed this yesterday? The message you posted has a timestamp of Tue, 22 Jun 2021 00:00:28, but it was actually delivered to your mailbox yesterday? I'm trying to get some timeframes to help the admins narrow down their search in the logs. If we can pinpoint when you were first flagged by the listserve that can help. -Liz

Liz

Hi Pete_Vit, Just another confirmation needed: You can still send email, yes/no? You can still receive email, yes/no? -Liz

Liz

Gotcha! The question is more about what your HughesNet's email address is sending, not what the listserv is sending. -Liz

Liz

Good morning Pete_Vit, Thanks for posting and providing those details, that helps! I've already escalated your case up to our email admins. The error message "5.7.1 554 5.7.1 Message has been rejected due to suspected spam content" means your email address was flagged for possibly sending spammy content. That's not the case, right? No mass spamming of unsolicited emails asking for personal information, things like that? :) I'll post back once I have any updates from the email admins for you. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Good morning earlupta, Thank you for your patience while I tried getting more clarification on these billing processes. I haven't gotten the confirmation I needed, but I'm fairly certain I know what happened in your situation. The due date extension (DDE) option is for those who haven't paid off their current bill and need extra time to do so, not for pushing back the due date of a future bill. In your case, you were paid up, so the DDE applied was useless. I believe we do have another option to schedule payments, which I think would've been a better option. I'm sorry for any confusion and inconvenience. -Liz

Liz

Hi Angrycon192, Thank you so much for your patience while our engineers continue to investigate. After a meeting with them yesterday they still have not found any particular reason on the network for the cause of your concerns. While they continue to look into this I've applied a discount on your account for the next 6 montths; you'll see this on your next bill. Your patience and understanding are much appreciated. Thanks, Liz

Liz

Hi wvfreedom, It's been a while since we last heard from you, so we will close this thread. I do see our phone agents have been reaching out to try to do some troubleshooting with you so I hope that works out. -Liz

Liz

Hi rjk, Thanks for waiting while your case was investigated. The call review seems to indicate that the name and phone number on the EBB form doesn't match with what's on file in our system; any disrepancy will pop up an error. We recommend checking and confirming with EBB if you can update the info on your form since you've already been granted eligibility. I know this process turned out a lot more complicated than expected, I'm sorry about that, I would be frustrated too. If you can update the form or redo it if EBB allows it, then the EBB should be able to process. 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 concerns. I'm also letting management know of this situation, as I'm sure this isn't an uncommon occurrence, putting another name on the form that might not exactly match up with what's on the HughesNet account. Thanks, Liz

Liz

Understandable, we're trying to get to the bottom of these errors as well. Thank you for these details as well! I just go off what I see in the notes, so it also helps to get your side of the story. We're looking at the call from 7/14 and to see where, if possible, there may be a discrepancy between the EBB app and the HughesNet account, which can be a cause for error. I'll keep you posted on what we find out and any suggestions that could help. Your patience and understanding are much appreciated. Thanks, Liz

Liz

Good morning rjk, Thanks for reaching out, I'm sorry to hear this. I pulled up your account to review what happened and from what I can see there was one key phone call where our rep tried to process the EBB request. The initial calls were disconnected or we didn't have the account holder on the line, so the process could not begin. I sugggest calling us again at a less busy time to try reducing the wait time, in the morning if possible. Chat, email, and even here won't work to process the EBB request as that requires verbal consent which is legally required of us for this process. If there's an error that comes up when you call in to try again, the rep should be escalating to a manager. If this happens, please also let me know so I can let our folks in corporate know and investigate. I'll keep your thread open here so you can update me on your progress. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Good morning dkoppenaal, I see it's your first post here, so welcome to the community! I can certainly look into this for you. Thanks for those details, so I take it you at least have a dial tone, is that correct? I'd like to check your ATA (the little phone box we provided) MAC address against what we have in our system. Please let me know what MAC address is on the sticker on the bottom/side of the ATA. If there's a discrepancy, that can certainly be a cause of not being able to make calls. Looking forward to hearing back. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Good morning Helen1, I see it's your first post here, so welcome to the community! As Gabe already mentioned, it's best to reach out to our Mexico support line, they have the resources to assist your area. In the meantime, here's some tips on how to make the most of your HughesNet service and working from home: http://support.hughesnet.com/en/faq/internet/get-the-most-of-hughesnet-service https://support.hughesnet.com/en/faq/internet/supported_business_applications As the link above suggests, for Zoom, you can try to go audio only to maximize performance, but if that's not an option, you can also try dialing in separately from a phone. Hope that helps! -Liz

Liz

Good morning Kennywolford, Thanks for reaching out. I see the complimentary tech Remy dispatched completed his visit on the 11th, so I'm closing this thread. Feel free to reach out again if you have other concerns. -Liz

Liz

Good morning Zoose, 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 better assist you. Thanks, Liz

Liz

Good morning Celticdragon56, Thanks for reaching out. Looking at your account, I see this was a self web order, so there wouldn't be a call to review. In any case, I see you've called in a few days after posting to cancel. The lease return kit has shipped out yesterday, so please expect that within 10 business days. Here's our illustrated guide to returning your equipment for your convenience. -Liz

Liz

Hi earlupta, I'm glad you found the community, thank you for posting. I'm sorry to hear this, I would be disappointed too if I was told something would happen and it did not. I've already pulled up your account and started investigating and escalated to a few people to see what happened here. I'll post back once I have any news to share. Your patience and understanding are much appreciated. Thanks, Liz

Liz

Good morning RiverDog, That's amazing! I like your logical approach; so happy you found the culprit! Thank you for the kind words, and I appreciate your understanding. Have a great Friday and rest of your weekend! Thanks, Liz

Liz

Hi Angrycon192, Thank you so much for your patience while our engineers investigate. They're still looking into this, but so far they haven't found anything yet that raises red flags on our side. I'll keep you posted on our progress as I get more news. -Liz

Liz

Hi Zoose, I see the tech completed his site visit yesterday. I hope you're seeing some improvement now. -Liz

Liz

Good you were able to discern that something may be off with the desktop computer. As for accessing the wifi settings, if admin is no longer working you can try these steps to reset the modem and wifi password: -Simultaneously press the reset button in the back and the WPS button in the front. -Release the reset button, don't hold it down. -Keep the WPS button held down for 30 seconds or until any LED other than Power comes back on. You should now be able to log into the wifi settings of the mode using the default credentials on the back of the modem. -Liz

Liz

Hi RiverDog, Thank you, I do see in your test results that no new tests with the 25 MB file size were recorded. Looking at your account now, I do see that you have the data tokens applied. So did you try to run a few individual speed tests using the 25 MB file size (not including the 12 hr test, we normally don't request those) while running on token data? I'd like to confirm what speeds you're getting while using token data. -Liz

Liz

Thanks for the link, this helps. I also appreciate your patience and understanding. Regarding your Voice service, thankfully, whether you have data or not, your HughesNet Voice service will still work. -Liz

Liz

Thanks RiverDog. Do you have your testmy.net results URL? That way we can keep track of all your results in one place. Were these run using the 25 MB test file size? If not, here's how to select the 25 MB test file size for your download speed tests. I'll send you another token, I want to be sure you're using the token data while running a few more speed tests. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Hi Zoose, Thank you for your patience while we worked on your case. We're dispatching a different tech to move your modem and replace the cable. Please expect your local dealer to reach out and schedule an appointment. Also, 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 other concerns. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Hi Zoose, I'm glad you found the community, thank you for posting. I'm sorry to hear this, I know that's frustrating when you're trying to conduct business. I ran diagnostics on your site just to be sure there isn't anything outstanding that I can address on the spot, but the HughesNet equipment is working well and currently delivering 32.88 Mbps in download speeds to the modem. We can address this situation for you; I've escalated your case to our corporate engineers for their input. I'll post back once I have news from them to share. Your patience and understanding are much appreciated. Thanks, Liz

Liz

Hi Angrycon192, Thanks for trying. Let me inquire with our engineers to see how congestion is in your area. To me it doesn't seem like an equipment issue if you're able to stream on your smart TV over wifi. I'll keep you posted once I have any news to share. Your patience is much appreciated. -Liz

Liz

Good morning Angrycon192, I see it's your first post here, so welcome to the community! We can certainly help you out here. I pulled up your account to run diagnostics and the HughesNet equipment is working well, currently delivering 32.29 Mbps in download speeds to the HughesNet modem. I also see that there's a Roku smart TV connected via the 2.4 GHz network which also has a healthy connection to the network. Where shall we start? You initially mentioned not being able to connect a phone, I'm assuming you mean it's not connecting to the wifi network? Please try these steps to connect to the wifi network and let me know where exactly in the process you run into a roadblock. If you see any error messages, please also let me know what they are to help me narrow my focus. If you rather look into the Netflix issue, please provide me with more details so I get a better idea of what's happening. Are you trying to stream Netflix via the Netflix app on that Roku smart TV? If so, is the smart TV software up to date? Do the individual apps on the smart tv need to be updated separately? If so, make sure Netflix is updated. Another thing to try in the meantime is test plugging in the tv directly into the modem temporarily for troubleshooting purposes. While directly connected with an ethernet cable, any difference in accessing/streaming Netflix? What exacly happens when you try to open Netflix? Does it even open? Or does it just buffer when you try to watch something? Any error messags? If so, what? Your cooperation, patience, and understanding are much appreciated. -Liz

Liz

Good morning Levon0079, I'm glad you found the community, thank you for posting. I'm sorry to hear that- I pulled up your account to see if there was anything open sooner, but what you have is already the earliest available. August 10 and onwards are the only open dates now. -Liz

Liz

Good morning RiverDog, Thank you for the additional information. It's slow because you're still subject to the Fair Access Policy. I see you still have the complimentary token I provided. Is that visible on your end? If you log into your account and navigate to MyAccount > Usage, and click Buy Token under the Usage Meter, you should see that there's a token available for you to use to restore regular speeds. Until you use a token or wait until the data allowance resets on the 26th, speeds will be reduced. If you can't see the free token, please let me know. -Liz

Liz

Thanks. I'm seeing something connected to the modem called "Archer_C7" with bad device health with high packet loss according to the diagnostics. Is that the computer you're using? Do you have another device to test with the modem or on the network to see if speeds are consistently slower than normal on other devices? For your convenience I've sent you a complimentary token to apply to troubleshoot while outside of the Fair Access Policy. -Liz

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About Liz

Re: Email delivery being rejected by Hughesnet

Re: Email delivery being rejected by Hughesnet

Re: Email delivery being rejected by Hughesnet

Re: Email delivery being rejected by Hughesnet

Re: Billing

Re: Terrible Service. Awful Awful awful get out no...

Re: Unacceptable & Laughable Phone Service

Re: EBB not being applied

Re: EBB not being applied

Re: EBB not being applied

Re: HughesNet Voice no outgoing calls

Re: New customer, buffering and video calls.

Re: Cable error is not the problem

Re: Working from Home Successfully with HughesNet

Re: Live streaming on Twitch keeps buffering due t...

Re: Billing

Re: Slow Speed

Re: Terrible Service. Awful Awful awful get out no...

Re: Working from Home Successfully with HughesNet

Re: Slow Speed

Re: Slow Speed

Re: Slow Speed

Re: Slow Speed

Re: Working from Home Successfully with HughesNet

Re: Working from Home Successfully with HughesNet

Re: Terrible Service. Awful Awful awful get out no...

Re: Terrible Service. Awful Awful awful get out no...

Re: Anyone have this issue?

Re: Slow Speed

Re: Slow Speed