About Liz

Hi dkoppenaal,   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 Mike,   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

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   ... View more

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 ... View more

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 ... View more

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 ... View more

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 ... View more

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 ... View more

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 ... View more

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 ... View more

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