About Liz

Liz

Good morning tpp, Thank you for your patience while your case was investigated. I see there was an alert last Saturday for your transponder; this incident may have caused that abnormal activity. I do apologize for the inconvenience. I've sent you some free tokens for the trouble. If you are still seeing unusual behavior, please provide current screenshots so I can send up to engineering.

Liz

Good morning bcam3601, Thanks for posting. I'm inclined to agree with Mark, but I'll still pass your question to engineering to see if they have input to share on this. Your cooperation, patience, and understanding are much appreciated.

Liz

Thanks dhorwath, looking forward to your tests with the router out of the picture.

Liz

Hi tpp, Thanks for posting, we can certainly look into this for you. Your cooperation, patience, and understanding are much appreciated.

Liz

Hi Turtlehonu2, I'm glad you found the community, thank you for posting. We can certainly get this sorted out for you. I've escalated your case to our billing team here at the corporate office. Since it's after office hours, it may take a couple of days for us to look into this for you. I'll keep you posted. Your cooperation, patience, and understanding are much appreciated.

Liz

Hi Fcb, Welcome to the community and thank you for posting. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

Liz

Thanks for the heads up, Alan!

Liz

Hi Lori, Just checking up on you and I see that your HughesNet Voice service is now active, glad to see that! Feel free to drop by the community if you have any other concerns.

Liz

Thank you for these updates, Colby. I inquired about the status of the roll out and engineering clarified to me that this fix is intended for customers on the other satellite, EchoStar 19. There is no fix for the satellite you're on, EchoStar 17 because the issue they're fixing isn't on that satellite. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

Liz

Hi nc, I just realized you wanted to know how to take a screenshot of your usage meter for your modem isolation tests, here's how: https://www.take-a-screenshot.org Your cooperation, patience, and understanding are much appreciated.

Liz

Thanks for the additional info Daniel. My diagnostics are still showing that there's something on the home network that might have an issue. Do you have a different ethernet cable to connect your machine to the modem for speed tests? Also, do you have another machine you can connect directly to the modem for testing? Here's my suggestion: 1. Swap ethernet cables and test with the machine you last used. 2. Note your test results 3. Swap machines and test. 4. Note your test results. This is to determine whether the ethernet cable or something in your machine (network adapter?) is causing red flags in my diagnostics. Your cooperation, patience, and understanding are much appreciated.

Liz

Hi Rita, Thanks for the additional info. Very curious. It seems like the doctor's office's auto-dialing(?) system might be having issues calling out to VOIP numbers, like HughesNet, Vonage, and the like. Also, do you use Nomorobo? It's a robocall blocking service for VOIP, that might be blocking the doc's office. I would expect the office to be considered legitimate and not blacklisted, but just a thought.

Liz

Thanks Gordon! I've passed this over to engineering.

Liz

Hi Jessie, Thank you for your update. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

Liz

Thanks for your update Monica, glad to hear your speeds are back up!

Liz

Hello, These differences between the usage meters will be corrected in upcoming releases of each of the platforms (online, app, mobile app). No time frame was provided for the upcoming releases, but once we have any news on them we'll let you know. Your patience and understanding are much appreciated.

Liz

Hi CoosaTotahK9, Thanks for the update, do keep me posted on this new card that you entered online. Our site is secure so I don't expect anything to happen with your new credit card information. Management has concluded their investigation and found nothing that implicates the agent who assisted you in adding your previous credit card. Were you able to get any additional information about that unknown Lyft charge? It appears to be a $1 authorization/hold, rather than payment for a completed ride.

Liz

Hi pacetree, Swapping modems won't affect your tokens. Of course if you have any token concerns, just let me know and I can look into it.

Liz

Hi deserthaven, I ran diagnostics on the 13th and again today and so far your system is still running well. I'm not seeing anything unusual in the diagnostics so that's good, no need for me to issue a tech to your site.

Liz

Hi dhorwath, Thanks for the latest speed tests. I ran new diagnostics and they are showing appropriate plan speeds. When running the speed tests, is your TP-Link router also connected to the HughesNet modem? I'd like to get some speed tests run while your computer is the only thing connected to the HughesNet modem, please. Your cooperation, patience, and understanding are much appreciated.

Liz

Hi Mike, Thanks for the update, I'm sorry to hear it's still happening. Our VOIP team was able to reproduce the issue in the lab with your returned equipment, but the behavior is unpredictable. Another engineering team is currently testing the equipment and I've requested an update on their progress so far. I'll post back once I have any news to share. Your cooperation, patience, and understanding are much appreciated.

Liz

Hi, Thanks for the new secure connection failed screenshot. As for the second one, i'm not sure what's wrong with it?

Liz

Hi catsrgr8, 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

Hi Beerbait57, 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

Hi alandedhere, 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

Hi Lori, I'm glad you found the community, thank you for posting. We want to get you up and running with your new HughesNet Voice service so I pulled up your account to investigate what's happened so far. Looks like our Voice team wants you to confirm that the equipment is plugged in correctly and to power cycle the ATA (the phone box) and HughesNet modem. Since you're unable to view the video, please refer to this illustrated guide so you can ensure the equipment is properly hooked up: http://voice.hughesnet.com/activate/docs/InnoVoiceGuide.pdf To power cycle a device, unplug its power cable and wait 30 seconds before plugging it back in. For the HughesNet modem, it's best to unplug the power cable from the power brick. Your cooperation, patience, and understanding are much appreciated.

Liz

Hahaha, aw thanks TKay, I really appreciate you taking the time to post some positive feedback. I'm glad we were able to help (our billing team did the heavy lifting!). Don't be a stranger if you have any other concerns, the community is here to help. Enjoy the weekend!

Liz

Good morning TJ, Another capacity expansion is planned for your beam in the next two weeks or so to address performance. We'll let you know of any other news as we get it. Your patience and understanding are much appreciated.

Liz

Good morning Jezra, Another capacity expansion is planned for your beam in the next two weeks or so to address performance. We'll let you know of any other news as we get it. Your patience and understanding are much appreciated.

Liz

Hi Mike, An update from engineering: They've been able to reproduce what you're seeing, but the behavior is still very unpredictable. Another team is also investigating your equipment for additional insight. I'll post back once we have any other news to share. Your cooperation, patience, and understanding are much appreciated.

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About Liz

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