About Brooke

Tiffany, it's been a while since we last heard from you, so we will close this thread. You're still more than welcome to respond to the private message I sent you regarding some further details.    -Brooke ... View more

Hello Adalhover, I'm closing this thread since we never got a reply from you. In regards to my offer, you're more than welcome to send me a private message (PM) in the top right corner of the community page with how you'd like to proceed.   Thank you. -Brooke ... View more

dejesus1920,   I'm 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.   Thank you, -Brooke ... View more

Tiffany, I hope all is well. I have not heard back from you. Please check your private messages so I can proceed accordingly.    Thank you, -Brooke ... View more

Hello Adalhover, welcome to the community and thanks for posting!   I reviewed your bill and it shows your service plan, Express Repair, and a data token. The service plan is $129.99, Express Repair is $7.95 for the Basic option, and the 3 GB data token is $9.00. This brings your total to $146.94.   Regarding your technical concerns you shared on your other thread, I provided some free data tokens in order to run speed tests with our tools. I see on our end that your speeds are lower than what's considered part of our standard speeds, so I reviewed your account further and see your beam is currently under maintenance with our engineers.   This is having an affect on the service because of the amount of Gen 5 customers sharing a beam, leading to congestion among users. The number of customers has exceeded our expectations, so our engineers are constantly working on making improvements on the performance.   There is currently no ETA for how long this process will be. I recall you mentioning you do not have many choices available for providers, so what I can do is place a $30 discount on your bill for the next 12 months, or if you would like to cancel I can create a ticket on your account to allow you to cancel without any fees. Let me know what you would prefer.    -Brooke ... View more

It's been a while since we last heard from you, so we will close this thread. I hope everything has been resolved for you! If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.   Thank you. -Brooke ... View more

Hi dejesus, welcome to the community and thanks for posting! I am sorry to hear you had a bad experience with our customer service. Are you still experiencing issue with your service after the technician visit? If you are, we have a Tech Support thread you can posts your issues, and we will be happy to address them in a professional manner!    Let us know if you need anything. -Brooke ... View more

Tiffany, I have received an update for your call. I will post their findings below:   The agent says, “The service is unlimited with no hard data limits. If you use up all of the data in the service plan, you will stay connected at reduced speeds.” The agent covers that the plan would be 25 Mbps and 10 GB.  The customer asks after the pitch, “Did you say the internet was unlimited?” The agent responds, “Unlimited with no hard data limits, that’s correct.”   The agent reads all final terms and conditions correctly, including all disclosures regarding the data allowance, and the customer does not have any further questions regarding data. Based on their review, the agent disclosed the information regarding unlimited with no hard data limits, however it could have been explained better to avoid any misunderstandings. As it was mentioned before, we will never cut off your services if you exceed your data allowance, we will however reduce your speeds until the end of your cycle.  Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns. -Brooke ... View more

Try going through the Web Self Care page once more, and entering the phone number you would like calls forward to. Then try dialing *72 and see if it works this time.   I don't know if you need this, but I'll throw a link to our voice features as a reference as well! https://hninfo.us/voicefeatures -Brooke ... View more

Hello TiffanyEdinger, welcome to the community and thanks for posting! I apologize if the Sales representative misled you, but the previous HughesNet agents were correct about the data plans. However, we do offer unlimited no hard data limits, which means that once you exceed your monthly data, you are able to still browse at reduced speeds until the beginning of your next cycle. It's possible the Sales representative was referring to this, but to be sure, I went ahead and sent a request to have the call reviewed.   Once the call has been reviewed and I receive a response, I will get back to you here and let you know. Your cooperation, patience, and understanding are much appreciated. -Brooke ... View more

Hello UnderTheRadar, welcome to the community and thanks for posting! The normal equipment leasing fee is $14.99, but you have a service credit on the account until the end of your 24 month commitment that lowers the fee to $9.99.    After reviewing your account, I am seeing you were upgraded to the 20 GB plan in August, which would reflect onto your September bill. Then I see the service was downgraded to the 10 GB plan, but then the upgrade to 20 GB plan was processed again in September, reflecting on your October bill.    Regarding your bills, I reviewed both bills and see there are pro-rated charges on them; this is due to upgrading your service plan. If you change service plans within the middle of your cycle, it will split the charge between how many days you were on the 10 GB plan, and how many days you're on the 20 GB plan. The discount was placed onto your account and applied onto this bill, but with the pro-rated charges there as well, your bill was higher than expected.   Please refer to the private message I have sent you to further address your concern.  ... View more

Actually, I'm going to post the list of dials, in case there's any other ones that may be of use to you as well! 🙂      -Brooke ... View more

Hello donaldwallace46, welcome to the community and thanks for posting! I found the dial number for call forwarding; the enable code is *72 and the disable code is *73.    I hope this helps! -Brooke ... View more

Hello! Please check your private messages, as I've sent you an update.  Thank you. -Brooke ... View more

Thank you for letting me know. I've looked into your account and see it has not applied, so I will investigate this matter and keep you updated.  -Brooke ... View more

Hi john777, I understand your frustration of not having access to the 30 GB plan anymore. However, as it's been mentioned, your area has a high demand for the service, which would cause the system to overload if customers continued to have access to the 30 and 50 GB plans. This would ultimately lead to everyone's service running poorly.    As a customer, you are free to post on here any troubles you may be experiencing, and we'll be here to help! In order to stay as a member though, you must refrain from using inappropriate language and follow our Guidelines and Terms. If you violate these Guidelines and Terms, further action will be taken.    For your data usage, there are ways to maximize your usage that can help prevent your service being placed at reduced speeds. You can check out some tips here.    Your cooperation and understanding are appreciated. Thank you! -Brooke ... View more

Hello Goodzilla, welcome to the community and thank you for posting! There are ways to maximize your data usage so that it's not used up so quickly! Here's a page that will help with tips and tricks you can utilize.    -Brooke ... View more

Hi Cuter12, thank you for bringing this to our attention. I've sent you a private message to address your concerns in further detail.  -Brooke ... View more

Hey pdk1124, welcome to the community and thanks for posting! Gabe's answer covers pretty much everything I was going to say; I'll also add that for auto-payment, we collect on the day the invoice is generated, but we provide a 10 day grace period for customers that provides them a time frame to make their payment without the service being locked.    Some banks do provide an option to decline any payments if it exceeds your balance; I've had a bank that allowed that option, I've also had banks that do not. To dispute the charge on your account, you will want to call your bank and request them to reverse the payment.    -Brooke ... View more

On our end, it only showed the invoice amount and no other previous charges taken from your card, that's certainly odd. Might have been a glitch in our system, perhaps? I'm glad everything got resolved, though!    However, to answer your question about your invoice, you can view this from My Account > My Bill and it'll have a printable version of your invoices to view at anytime, which will provide a breakdown of your bill if you ever have questions in the future.  -Brooke ... View more

Hi mixinmaster, welcome to the community and thanks for posting! I was able to locate your account, the charge you're seeing for your 10-5 invoice is the initial charge you were quoted by our Sales representative with your state and county taxes applied. Once a customer's installation is completed, their first invoice is generated. In your case, your installation was today, so your invoice was generated today as well.   Let me know if you have any questions! -Brooke     ... View more