About Brooke

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.   Thank you! -Brooke ... View more

Now it's all together, but the posts got out of order and I can't seem to fix it or I'm just unaware of how to 😛    Thanks for pointing it out to me!  -Brooke ... View more

Oh, whoops!! That was my mistake. Let me fix that real quick~  -Brooke ... View more

Hello again! 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.   Thank you! -Brooke ... View more

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 VeryUnsatisfied, It's been a while since we last heard from you, so we will close this thread. I hope your issues were taken care of! Let us know if you have any other questions or concerns we can address.    Thank you. -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

I appreciate you for getting back to me and for trying my suggestions! Since the modem is unplugged, this places restrictions on what myself and our Advanced Technical Support can run diagnostics in order to investigate the issues, so let's get the modem plugged back in. What I'll go ahead and do is create a case on your account with notations of the issues you're experiencing.    Once the modem has fully turned on (usually within a few minutes after plugging it back in), please call our phone support again and refer to case #116705261. These are my notes with instructions to have the agent connect you with our Advanced Technical Support.  -Brooke ... View more

Hello Hanner, welcome to the community and thank you for posting! I am sorry to hear you're having trouble and we definitely don't want to see you go! I hope we'll be able to get to the bottom of this with you.   I pulled up your account and it looks like the callback was rescheduled by our agents. I'm not sure why this was done exactly, my guess would be they were taking more time to investigate further perhaps, but it shows the callback is scheduled for today.    When I tried to run my own diagnostics, I currently see there's no communication, so I am unable to run diagnostics remotely to the modem. With this said, I want to provide some tips that may or may not have been offered to you yet.    Since it's only your TV connected, a direct connection to the modem with a LAN cable (if possible) would provide a stronger connection. Or, if you do not have a LAN cable, you can also try connecting to the 5 GHz network if your TV is within 10 ft. or so from the modem. The 5 GHz particularly is better for speeds, compared to the 2.4 GHz network, which is better for range.  The buffering issue may also be due to the resolution settings Netflix is currently set up on. Adjusting your playback settings to Standard Definition can prevent buffering from occurring. Or, you can also go to your settings here on through the Support Center and disable your Video Data Saver.    I hope these help! If they don't, you should hear back from our Advanced Technical Support, who is currently looking into the matter. If you do not receive a call today, please let me know, so I can get your issues escalated in the appropriate manner.    Your cooperation and patience are greatly appreciated! -Brooke ... View more

Hello Bobgreer, welcome to the community and thank you for posting! I pulled up your account to run a diagnostic, but I see no communication currently, so I am unable to run diagnostics remotely to the modem. If you can follow the first 3 steps Gabe provided in his response, this will help me determine your issues.  1.  When you go to this page, are both boxes on the top of the page green?    2.  In the System Summary box, do you see anything listed for a State Code (other than 0.0.0)?  If so, what is it?    3.  In the WAN Info box, what is showing for your Satellite Receive Signal Strength? Your cooperation is greatly appreciated! -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

Of course! Hopefully either adjusting the Wi-Fi will do the trick or a representative from Nest will be able to pinpoint the problem 🙂    -Brooke ... View more

Hello dlc1265, thank you for reaching out. I pulled up your account and I'm seeing the Nest is connected with a good signal quality on our end, along with another device that's connected also, which tells me that there's no issues with the HughesNet equipment connectivity-wise.   However, I researched your device a bit to better understand the situation through their website to look for any compatibility issues, Wi-Fi interference, or anything else that may be disconnecting your Nest. I checked to make sure your ping and signal were within the necessary numbers in order for your Nest to work properly, and everything checked out there as well.    The Nest's website states, "Try using WPA2 encryption on your router when using Nest products. You can also try using WEP or WPA encryption if you're having trouble getting your products to connect." One thing you can try is adjusting your Wi-Fi settings through the System Control Center (Note: To access this page you will need to be connected to your HughesNet Wi-Fi). The password to access your settings page will be admin and you'll see there's a WPA mode, which is normally set onto WPA2, and you can change it there.   The website does provide troubleshooting that I reviewed to look for some answers, but there isn't much that can be done without being at home. So the next step I would recommend is contacting Nest to see if they can do anything remotely on their end.    If you have any questions, please don't hesitate to ask! -Brooke ... View more

Hello Adalhover, please refer to my response on your other thread.   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

I think the mods here can probably help with that.  They're usually here M-F, 9-5. @maratsade I appear later in the day every now and then 😛 surprise! ... View more

Hello VeryUnsatisfied, welcome to the community and thanks for reaching out!   Due to the fact that escalations done for a residential customer and business customer are done differently, I do not have a way to specifically escalate it for you myself. You will still need to contact the number that Gabe has referenced.   However, I created a case on your account that provides instructions for the agent to follow regarding your concerns. When you call in, please refer to case number 116560105, so the agent may review the notes and address your concerns accordingly.    I hope this is able to resolve your issues!  -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

Hi Jpowel, welcome to the community and thank you for posting! I am sorry to hear you're experiencing issues with our service, and I'd like to see what we can to do help!   If you are noticing your data being used rapidly, you can perform our Data Depletion test here, then please post your results in this thread. Also, the links Gabe provided are very good references to help manage your data usage.   I located your account to run diagnostics, but I am unable to confirm if there are still any issues since you do not have any devices currently connected to your network. Could you please connect to your network so I can look further into this? Also to get a better understanding of your issues, can you tell me what you're using the internet for (streaming, Facebook, school, web browsing, etc.)?    Your cooperation, patience, and understanding are much appreciated. -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

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.   Thank you. -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

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.   Thank you! -Brooke ... View more