About Liz

Good morning choppergeoff,   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.   Thanks, Liz   ... View more

Hi Clwilley54,   I see it's your first post here, so welcome to the community! I hope Gabe's suggestion put you on the right track. If you still have concerns, feel free to drop by the community again!   -Liz ... View more

Hi hooterville,    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 ... View more

Maui1957,   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.   -Liz ... View more

Hi hooterville,    Thank you for posting your TMN results URL, these look fine and they're on par with your current speeds according to your diagnostics. Are you still experiencing any slow speeds? If so, does it happen at a certain time of the day/evening or all the time?   -Liz ... View more

Hi fastfreddie,   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.   Thanks, Liz ... View more

Hi robfxrs,   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.   Thanks, Liz ... View more

Hi dutchhenry,   I hope Damian's suggestion helped. If your emails are ending up in other folks' spam folders, please have those recipients add your address as an allowed sender to bypass their spam filters.   Our e-mail admins are constantly working to combat spam and instances like this so they don't happen as often. If you have any other concerns feel free to reach out again.   -Liz ... View more

Good morning stanfam41,   Welcome to the community and thanks for reaching out. I see in your case notes when you last spoke with us, you weren't interested in troubleshooting and wanted to cancel the VOIP service instead. I also see that you want to port your current number to your next phone provider. Please keep in mind that you need to submit a port request to your phone provider and make sure that porting process completes before canceling your VOIP service with us, otherwise you will lose your phone number.   If you have any questions, please let me know.   -Liz ... View more

Good morning fredhead1952,    Thanks for posting, I pulled up your account and I see you've already called in to have this addressed for you. If you have any other concerns, feel free to contact us again.   -Liz ... View more

Hi stanfam41,   I see it's your first post here, so welcome to the community! We can certainly look into this for you. As maratsade noted previously, it would be a big help to post your case number so I can pull up your account and start investigating.     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Good morning pentangle,   I can test our e-mail support system and escalate to the appropriate admin if there's an issue.    Regarding the credit, the review of the support call on which that was discussed indicated that the monthly discount was applied instead of the credit:   Agent: Here's what we can do in here, we can only go ahead and provide you a maximum of one week credit on your account to compensate that you're having-- Customer: Already done that, that's fine, but do you have any kind of promotional rate you can apply for a few months? Twenty bucks off, thirty bucks off?   Agent: Well--   Customer: I've had that done before. Agent: In regards to that sir, I can go ahead-- I will not be providing you the one week credit, but I can go and only provide you a ten dollar discount for three months. Customer: Eh, I'll take it.   Agent: OK? So I'll apply a ten dollar discount for three months then.   Customer: OK. It won't show up on this one, 'cause that bill's coming up in 3-4 days. Agent: Yes this will actually start on the 24th of February. OK? Customer: Alright.   I hope that clears things up as to why credit was not applied, I appreciate your understanding, thank you.   -Liz     ... View more

Hi sharonmoses,   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 ... View more

Good morning Goodwin38,   We're closing this thread since we never got a reply from you. Anyway, I ran diagnostics on your site a while ago and the equipment is woring normally. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   Thanks, Liz ... View more

Good morning pentangle,    That may be the case if you're sending e-mail direct from your e-mail account. Are you using this page for e-mail support?   https://customercare.myhughesnet.com/support.cfm?source=email     This is how our e-mail support should be contacted, can't guarantee you''ll get a response if you e-mail some other address directly.   -Liz ... View more

Hello pentangle,   Thanks for the clarification. I pulled up the case notes and they indicated that the 2 week credit was canceled in favor of the 3 month discount. To verify, I requested a review of that call which did confirm that's what happened.   Regarding the support emails, please let me know when these were sent. I'd like to investigate and ensure that we received them.   -Liz ... View more

Good morning pentangle,    Thanks for reaching out. I pulled up your account and the service discount that was agreed upon per case 136209969 is already in effect. 2 of the 3 months of discounts have been applied so far, with this month being the final.    Your case history doesn't show any recent e-mail cases; perhaps you can try calling us at your convenience if you would like to do live troubleshooting. Otherwise, you can try starting a new thread in the tech support board. Currently the diagnostics on HughesNet equipment show everything working normally. I would be concerned about the HP88B3F2, iMac, and Amazon devices only having a fair wifi connection, they may be too far from the modem.   -Liz ... View more