About Liz

Liz

Good morning Lorilpn65, I appreciate your patience while we work to address your concerns. Your local dealer already has you on a list to try to schedule sooner, it's just tricky with the incoming snow. As you were informed earlier when you called in, your local dealer will reach out to you when able to set an appointment for you. In the meantime I've credited your account for the two weeks without internet. Your patience and understanding are much appreciated.

Liz

Good morning nmt530, I appreciate your patience, I haven't heard anything back so far. I've already pinged them this morning for an update. I'll let you know once I hear back.

Liz

Good morning cfarley351, Glad to hear it! I appreciate your bringing this up, we can certainly escalate to our call center managers. We do have call audits for our calls to ensure our service criteria are met. Actually, one of the QA guys sits within shouting distance from me; he listens to and evaluates calls all day. Again, thank you for reaching out and letting us know, your valued feedback helps!

Liz

Hello KarenFrediani, I see it's your first post here, so welcome to the community! If you would like to view your bill, current and previous, please log into the Support Center: http://supportcenter.myhughesnet.com and follow the instructions here: http://hninfo.us/viewbill You'll see your invoice history listed below on your "My Bill" page. If you want to see a breakdown of your bill, open the bill and click the "View Site Details" link in the bottom left corner. Hope that helps!

Liz

Good morning Phadden, Thank you so much for your patience while your sales call review request was processed. 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.

Liz

Hi jrc1027, Welcome to the community and thank you for posting. As Gabe previously mentioned, this community is for residential customer support. I will send along your concern to our enterprise department. Your patience and understanding are much appreciated.

Liz

Good morning wisteria1979, I'm glad you found the community, thank you for posting and providing that case number, that certainly speeds things up. Let me review your account and private message you with details. You can check your private messages (PM) in the top right corner of the community page. Your cooperation, patience, and understanding are much appreciated.

Liz

Good morning StellaS119, We're closing this thread since we never got a reply from you. I hope maratsade's suggestion worked for you, it has been a good workaround for other customers with similar issues. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Hi nmt530, 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, if Trinstar does happen to record sales calls. Your patience and understanding are much appreciated.

Liz

Hi cfarley351, I see it's your first post here, so welcome to the community! Gabe is correct about latency; since your data has to travel into space to our satellite before getting to the internet and back, there is a bit of a delay. For some sites, programs, or even online games, this delay isn't optimal. I pulled up your account to investigate and I see that you already have a dispatch created to address your concerns. If you still have concerns post-dispatch, let us know.

Liz

Hi Lorilpn65, I see it's your first post here, so welcome to the community! Let me escalate your case to our installations department here at corporate which oversees dispatches and see if we can find someone in your area who can manage a sooner appointment. Your patience and understanding are much appreciated.

Liz

Hi lorrie, I'm glad you found the community, thank you for posting and providing your TestMyNet URL, that helps. Please check your private messages (PM) in the top right corner of the community page I'll send you a PM to further address your concerns.

Liz

Hi folks, Gonna go ahead and close this thread since it's gone inactive for a while. If you still have concerns, please start a new thread.

Liz

Hi Phadden, Thank you for your patience while your case is still under review. We'll reach back out to you once we have an update to share. Your cooperation, patience, and understanding are much appreciated.

Liz

Good morning ML0321, 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

You're welcome, kitnbob! 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.

Liz

Hi ljsmith8987, Welcome to the community! I pulled up your account and reviewed your case to see you were directed here by our call center, I'm glad you found us, thank you for posting. Please check your private messages (PM) in the top right corner of the community page, I'll PM you shortly further address your concerns.

Liz

Hi folks, Thanks for discussing this, we've been keeping an eye on this and are going to escalate to our engineers. I'll keep you posted on any updates we may get, or if we could use more info from you. Your cooperation, patience, and understanding are much appreciated.

Liz

Hi Belinda, I appreciate your patience while we investigated your case. Just heard back from the sales contact regarding your sales call review. Please check your private messages (PM) in the top right corner of the community page as I've sent you a PM with details.

Liz

Good morning User_Not_Found, I'm glad you found the community, thank you for posting. As Gabe suggested and our phone support explained Saturday when you called in, your slow speeds are due to your monthly data usage having been exceeded. Please visit http://hninfo.us/FApolicyGen5 for more information regarding our data usage policy. I did run diagnostics on your site just to make sure all was well, and your HughesNet system is working fine, you're just out of data. Gabe's link above for data management will also help you ensure your data lasts for the month so you can avoid this in the future.

Liz

Good morning Belinda, I'm not sure what e-mail address you're using, we don't usually offer an e-mail address for support. Please private message me a copy of what you sent. I haven't heard yet about sales call review request, so I will ping them this morning for an update. Your cooperation, patience, and understanding are much appreciated.

Liz

Good morning ML0321, Just checking up on you. I haven't been able to connect to your modem to run diagnostics, but the replacement modem I sent was delivered the morning of the 25th. Are you having difficulty with the instructions provided to swap out modems? Let us know how we can help.

Liz

Hi folks, We haven't heard any new complaints about the disappearing VDS act since our engineers implemented a fix, so we will consider this resolved. Our engineers really appreciate your help, and it was with your cooperation we were able to get this sorted out. If you have any other concerns, please start a new thread.

Liz

Hello Candice, Thank you for posting. As I have stated in our previous conversation, you can call the dealer to schedule an appointment for a time that works best for you. I've also escalated your case so that the dealer has your current number, and they may also reach out to you. This should resolve any issues you are having. If you have any questions regarding contacting the dealer, please let me know. Thanks, Felicia

Liz

Hi Belinda, 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. Your patience and understanding are much appreciated.

Liz

Hi Rhonda, Thanks for posting. Glad to hear you can stream Netflix. As for Amazon Prime Video, have you already tried adjusting the playback quality? Here are steps for making these adjustments to improve streaming. If you're trying to stream on the device with the MAC address ending in 28:23:f0, I suggest moving it closer to the modem, as it only has a fair signal strength. Otherwise, your diagnostics do show that the HughesNet system is working well, which is why the phone agent suggested you call back for live troubleshooting when you are experiencing buffering. Your cooperation, patience, and understanding are much appreciated.

Liz

Good morning hjburge, The installation team confirmed that the repair was completed successfully on the 25th. Thanks again for reaching out to us so we could assist you. Feel free to drop by the community again if you have any other concerns.

Liz

Hi Steve, Our engineers are still investigating the VDS issue, can you please check in with us throughout this week and let us know the status of your VDS settings? Your cooperation, patience, and understanding are much appreciated.

Liz

Good morning Phadden, 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. Our community members' suggestions are valid, and I would take them into consideration. Your patience and understanding are much appreciated.

Liz

Good morning Momofsunflowers, Thank you for your update. I looked at your account and I see that you already have a dispatch scheduled for this morning: Monday, Jan 28, 2019 between 08:00 AM-11:00 AM. I hope the dish relocation goes smoothly!

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Date Last Visited	yesterday

About Liz

Re: Modem not working

Re: internet service

Re: call avoidance with chat agents

Re: Viewing itemized past bills

Re: Service cancellation

Re: Bad Service and lies

Re: You messed up my checking account

Re: Usage meter unusable

Re: internet service

Re: call avoidance with chat agents

Re: Modem not working

Re: Slow to No speeds for this brand new customer

Re: I am suddenly using data at an alarming rate--...

Re: Service cancellation

Re: No system light on HT1100 modem

Re: Something is messing with my HughesNet Usage M...

Re: Cancel my service

Re: Something is messing with my HughesNet Usage M...

Re: Cancel my Services and Contact

Re: EXTREMELY low download speeds

Re: Cancel my Services and Contact

Re: No system light on HT1100 modem

Re: Video Data Saver missing...

Re: Change my phone number plz!!!!

Re: Cancel my Services and Contact

Re: Cancelling

Re: I give up...

Re: Video Data Saver missing...

Re: Service cancellation

Re: Code 11.2.1