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44
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6
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| Date Last Visited |
08-09-2018
06:40 PM
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08-03-2018
07:19 PM
1 Kudo
Claynaytion, I understand the urgency of the repair. I looked at the order, and it looks like it has been rescheduled for the 8th. What I will do is provide you a credit for the extra time it takes to get this resolved.
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07-30-2018
08:16 AM
1 Kudo
Hello claynaytion, thank you for your patience as we were investigating your account. We believe there needs to be physical adjustments made to your outdoor equipment to resolve the issue, so we did schedule a tech visit free of charge. I'm glad you were able to confirm the appointment. Sorry for the confusion.
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07-26-2018
07:37 PM
Hello claynaytion, thank you for reaching out to us, and thank you for the state code. Amanda is currently reviewing statistics on our server to make sure there are no issues at your gateway. I will get back to you once we have more information.
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07-24-2018
03:02 PM
CSPMONE, 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.
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07-23-2018
03:05 PM
A-Duff, 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.
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07-16-2018
10:21 AM
Hello CSPMONE, thank you for posting on the community. I was investigating your Gen 5 upgrade and listened to the call you made to upgrade the service. During the call, the representative informed you of the new 24-month commitment, and you agreed to it. When the agent read the terms and conditions, you also agreed to the service agreement which you can read here: http://hninfo.us/Gen5tc.
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07-13-2018
03:00 PM
Hello A_Duff, thank you for posting on our community. I was looking into your account, and when reading the notes, I saw that your Fire Stick had to switch from the 5Ghz network to the 2.4Ghz network because the modem is located in the laundry room. Where is your laundry room in relation to the modem? I would be happy to help you get it moved if necessary. As a clarification I would like to inform you that you have a residential account so at most the Early Termination Fee would be $400.
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07-12-2018
05:35 PM
Hello hehaub, thank you for posting on the community. Getting a static IP on a business account is an optional service for an additional $9.99 per month on top of the service plan. Please keep in mind that business plans work differently than residential accounts. With your residential account, you get your service plan data of 10, 20, 30, or 50 GB (8am-2am) and a bonus zone data of 50GB (2am-8am). As an example, for the business account I will use the lowest service plan, the price starts at $69.99 you get Anytime Data at 10GB, and you get Daytime data at 25GB (8am-6pm) for a total of 35GB. Any installation charges would have to be discussed at the time of order with a sales representative.
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07-09-2018
02:03 PM
MolliWog, in your case just return the HT2000W Modem and the corresponding power supply. The voice unit does not need to be returned. I understand that you were not properly informed about the equipment on the dish. I will make sure you don’t get charged for the radio. Once you get the equipment shipped please send me the tracking number in a private message.
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06-25-2018
03:46 PM
MolliWog, it was a pleasure to help you. Regarding your question, you can make the payment online once the bill generates.
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06-22-2018
03:31 PM
2 Kudos
MolliWog, I understand your situation so I am willing to work with you and I will waive half of the Early Termination Fee. Again Please send me your address so that we may send a return kit to the proper address.
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06-22-2018
07:34 AM
Sz, thank you for providing this information. In order to resolve this, we will need you to perform a re-registration of the HughesNet modem to continue troubleshooting. Please give us a call at 866-347-3292 so that we can walk you through the steps. I will leave details in your account so the agent knows what steps need to be taken.
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06-20-2018
08:23 AM
Hello rossalissalove, Thank you for posting. I have run diagnostics on your account and based on the results, a repair visit will be needed. I have scheduled the repair for Thursday, Jun 28, 2018, between 02:00 PM-05:00 PM. If you would like to reschedule please call us at 866-347-3292.
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06-20-2018
08:18 AM
Hello Sz, thank you for posting, were you able to get a state code when you checked the system status? If you can get the state code it would be helpful in diagnosing your system.
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06-16-2018
10:44 PM
@kirson
Hello, Thank you for posting on our community, I would be happy to assist you with your concern. I understand that you feel that you were misled, so I apologize for that. I will be reviewing your account and I will send you a private message once I have come up with a resolution, please keep an eye on your inbox.
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06-16-2018
10:43 PM
MolliWog, I can assist you with your termination. I would like to also inform you that the Early Termination Fee is applicable from the day you started service with us, so the recommendation to suspend the services was not nefarious. Your Early Termination Fee currently stands at $295 for the internet and $150 for the voice service totaling $445. Further, you must return your HughesNet modem, power supply, and radio in good condition within 45 days of cancellation date or be charged a $300 Unreturned Equipment Fee ($100 for the modem and power supply and $200 for the radio transmitter).
If you are ready to cancel I can process the request. Please send me your address via a private message so we can make sure we have the address to send a return kit. Here is a link with more information on the equipment that needs to be returned, http://support.hughesnet.com/sites/support.hughesnet.com/files/inline-files/1041328-0001_a.pdf.
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06-13-2018
04:37 PM
2 Kudos
MolliWog, Did you inform the sales representative that you would potentially move prior to the end of your commitment? If the sales representative intentionally set you up with services knowing that you would not be able to carry out the full term of your commitment, I would be happy to work with you.
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06-12-2018
10:20 AM
Hello Molliwog, I was looking into your account to see why it was you ere told you could not transfer account ownership. Although it is possible to transfer account ownership it can only be done for customers who have purchased their equipment. I apologize for the misunderstanding and the lack of an explanation as to why the account transfer was not available to you.
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06-05-2018
03:40 PM
Wos, We will be more than happy to apply the funds towards your next bill once we have received the funds to do so. At this point in time, the balance is still showing as a zero balance since only one payment has posted on your HughesNet account. If you do need to fax a statement showing the two charges, please send it to 585-419-3727 and include your HughesNet account number.
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06-02-2018
10:47 PM
Hello Wos, Welcome to the community and thank you for posting. I found your account and was looking at your billing information. I was only able to find one posted payment on 5/26 and I did not see a second posted payment. Our billing system can only store one payment method at a time, so we would have had only one of the two cards at any time. The agent who e-mailed you back stated that the payment was made with 2707, however it appears that they gathered this information by just looking at the current card on file, which you had already changed by then (from first card to 2707).
If you had not changed your initial card on file (the one with which you paid upfront with) until after 5/26/18, then the automatic payment would have been withdrawn from your first card. I can see the card was changed very recently, so this is most likely the case.
If you made an extra payment this will apply as a credit to your HughesNet account and will be applied to your next bill. Should you wish to have the extra payment refunded, we'll need to wait until the payment processes and posts in our system to have money to give back. Please let us know once the payment posts on your card ending in 2707 and we'll process the refund.
Jorge
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05-30-2018
11:33 AM
Hi Loli, I am sorry we were unable to help you. Our maximum time frame for a suspension is 180 days so again I apologize. I hope you enjoy your new ISP.
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05-26-2018
11:39 PM
Hi Tezell, Thank you for posting in the community, The offer of $10 off the 20GB plan is still available to you. I apologize if there was any miscommunication during the sales call. If you would like to upgrade the plan you can do so under shop/upgrade in the navigation header.
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