About Amanda

Hello,   First I would like to apologize if we caused you any further stress. I understand you've been having performance issues for a while and the last thing we want to do is prolong a solution. In my last reply to you on your main thread I said the tech would call to confirm the appointment, which is also what I entered in the notes, but I can't answer to why this wasn't done. I will escalate your experience to our field service management here in the corporate office and ensure that the next technician calls you ahead of time (as it should be) to schedule the appointment and they arrive with the ID (which we require) on hand. The visit is a very important next step to improving your service, so I hope we can get it worked out this time.    Thank you, Amanda ... View more

Hi ronhirth   I'm so very sorry about the inconvenience and if someone hasn't provided you credit for your time without service, I would be more than happy to do that for you. Also, since this happened twice in a row, there could be an underlying root cause we need to dig into. Please let me know if something happens again and I'll get right on it.   Thanks, Amanda ... View more

Hello tagslt10,   I checked for updates on your site visit and see that our technician has tried to get in touch with you a couple of times today and last week. Please send me a private message with the best phone number to reach you at so the appointment doesn't get canceled.   Thanks, Amanda ... View more

Hello,   Checking in again to see if you had a chance to see my last reply to you. I noticed you called in very recently about the same issue. Just FYI - your balance is $0.00 and we had your tokens moved down to 25GB which was the amount you stated you were willing to pay for since this was the amount you intended to purchase. The extra token charges were credited and refunded to you for the amount of tokens you did not mean to purchase. I believe this was the resolution you were seeking and updated your account notes to reflect the steps we've done already. Please let me know if there is anything else I can help with.        Thanks Amanda ... View more

Ah... I remember commenting on another user's post here somewhere about this topic. IIRC, for example, your firestick will scale down the resolution AFTER the delivered (full) resolution is already received... therefore no data saved. I wonder if it varies by device or content too. Will stop by the lab today and see if someone in there can try it out :) ... View more

Hi there Mommabird!   It looks like over the past few months the antenna has steadily gone out of alignment, or the line of sight has degraded. I see from the last visit that the line of sight is adequate but I can see how some growth on the tree would impact the service. Generally, leaf or plant growth shows itself by a declining signal over time - exactly what I see on my end. I can send a technician out, but in the next year or so it may happen again. I recommend having the tree trimmed.. or the way my mother used to do it - a rope hugging the branch(es) and tilting them away :)   The site visit will be free of charge and someone will contact you to confirm the visit date and time.   Thanks, Amanda ... View more

Hi KR53,   Welcome to our community and thank you for your post. After taking a quick look at your system stats so far in this data cycle, I've 'ranked' your data traffic by how much traffic in a certain category was detected. Note the categories are not exhaustive and there may be other activities that identify as this traffic.   1. Web browsing, email  2. Streaming video/audio 3. Cloud backups 4. One of these two or within the same category types: gaming or instant messaging (text over Wi-Fi such as iMessage)   What this tells me is that Video is not the only traffic that is being requested on your network and it is highly likely that other kinds of internet traffic are occurring while you are trying to stream. Web Browsing and lighter activities may not impact other peoples' ability to watch video in your home at the same time, but someone perhaps browsing Facebook or Instagram with video autoplay on would definitely cause some connection issues for others. Pairing this with a situation like what your iPad is in right now, which is Poor Wi-Fi signal for the iPad (connected to 'hug5g', but not the iPad named "J Michael's iPad") will cause issues. The poor Wi-Fi signal might also be a clue in to why you're being 'kicked off'.   Finally, I recommend checking your video quality settings. Amazon most likely won't let you change anything here and you'll have to watch movies/TV from them in the delivered format but will need to disable Video Data Saver. If the videos you are trying to watch are set to a quality like 1080p and Video Data Saver is on, you will most likely experience buffering. Video Data Saver suppresses data usage by triggering only up to the speed needed for standard definition streaming (when video quality setting is set to automatic) when trying to watch video content.    Thank you, Amanda   ... View more

Hi tagslt10,   Welcome to our community. I am sorry for the delay in responding but wanted to let you know that the site visit is set up and someone will be contacting you very soon to confirm a date to come by and re-point your dish. The visit is complimentary and a full months credit has been applied to your account.   Thanks, Amanda ... View more

Hello,   Thank you for performing the speed tests and working with our champs on your issue. I have reviewed your HughesNet system and believe the best course of action is to dispatch a technician to your location. I've requested a site visit and a local technician will reach out to you to confirm a date to stop by. I will also be adding a discount to your account for a few months because of the issues you have been experiencing.     Thanks, Amanda ... View more

Hello,   Just wanted to check in with you on your case. We've had the tokens removed but left a complimentary 25GB on your account for the trouble. All charges were either credited or refunded to you. Please confirm if your issue is solved or if you need further assistance.   Thanks, Amanda ... View more

Hi Dawn,I will look into both of these things for you. The token order may be stuck, I can fix that right away if so. The tech visit may be a couple of days longer if the tech did not keep the site visit ticket open. -Amanda   ... View more

Hi Dawn, absolutely not a problem! We'll also add a discount to your account over the next few months for the inconvenience. I'll keep your case open for the next update.   Thanks, Amanda ... View more

Hi Pete,  The Bonus hours are from 2AM - 8AM your local time. Your data resets at midnight the day of your reset date. So there is actually a 2 hour window from when it resets until when your Bonus hours kick in where your regular plan data gets drawn from (if used).  I am reviewing your account in detail to give you a more specific answer.   Thanks Amanda   ... View more