About Miles2

Good morning Charleen, Thank you for reporting back!! I am glad to hear things are working well now. If you need anything else you know where we are! Enjoy your summer, Miles ... View more

Good afternoon Greg, Very good. Please report back after using and looking at the www.glasswire.com results. We will be looking forward to hearing from you, Miles ... View more

Hello Tina, We will try sending her an e-mail with the local dealer’s information. Please let her know that she may also consider creating her own thread in the community so that we may work with her directly. Thank you for trying to help your neighbor, Miles ... View more

Hello Charleen, I am glad to hear that all is good today!! Please keep an eye on things and let us know how things are by the end of the week. We will look forward to hearing from you. Thanks for the update, Miles ... View more

Good afternoon a.snow, I am glad to hear that too!! We were happy to help you. Have a great week, Miles ... View more

Hello Tina, Glad to hear your site is up and running. We called your neighbor and left a voice mail. We are happy to be able to be able to provide service to people way out in what must seem like the end of the world sometimes. We are here for you. Thank you, Miles ... View more

Good afternoon Tina, Thank you for this latest update. Please confirm that your site is operational, we think it is. With the information you gave us for your neighbor we will work to restore her service directly by asking a case manager to check that site and reach out to her directly today. Tech support asking you to go directly to Alaska support would be a correct option to offer as they would know the transponders and frequencies available at any given time. The numbers you gave us look like they are within the acceptable range, but there may be more going on here. We will give your friend her dealer's contact information. I will be looking forward to hearing from you on your site's operation. Miles FYI : Alaska support: http://www.alaskahughesnet.com/. You may write to John Bollinger directly at john@alaskahughesnet.com. ... View more

Good morning Charleen, I am glad to hear that the repair order and moving the dish helped restore your service. Again, we added five free tokens to your account. Also to help you more with this data issue, have you been using www.glasswire.com as tool to help you determine what is downloading? Also have you followed the steps in the graphic above? Have you have your computer and devices scanned for viruses, malware and adware? We hope this helps you, and thank you for responding, Miles ... View more

Good morning Greg, you have been a HughesNet customer and it looks like all this unwanted downloading has been occurring in July, I think. So we will add 2 more GB's to your token bandwidth while you try to figure this out. Have you been using www.glasswire.com as tool to help you determine what is downloading? Also have you followed the steps in this graphic below? We hope this helps you, and thank you for responding, Miles ... View more

Hello Charleen, I see that your last case number was # 49133468, from your account notes. We are sorry to hear that you are using data, again we added five free tokens this morning. You must take some steps to isolate the problem. Please see below: Complimentary Tokens  0 Pre Paid Tokens  5 Threshold  238 AnytimeBandwidthAvailable  158 MB BonusBandwidthAvailable  -1 MB TokenBandwidthAvailable  -1 MB Throttled State  Throttled  Bandwidth Remaining  66% Are you following the steps we provided to avoid unwanted downloading? Did the repair in June help you with your service? We are not trying to do anything here but help you. Please answer these two questions so that we may move forward with our support. Thank you, Miles ... View more

Hello Sgoshe, Thank you for letting us know that your service has improved to a satisfactory level! We will certainly pass along your appreciation. And we appreciate your help working with us by getting the test results and your patience. Also, thank you for your contribution to the community, it is nice to have you here. Have a good week! Miles ... View more

Hello a.snow, Thank you very much for the update on the repair, we will pass along your compliments on the work. Is the system working well for you now? I will be looking forward to hearing on a status report from you. Have a good day, Miles ... View more

Good morning Greg, The "usage history" chart contains what is downloaded and uploaded but the user, and the status meters include all the traffic including "overhead data traffic", you may find this discussion at this link helpful: https://community.myhughesnet.com/hughesnet/topics/usage_data_calibration_is_complete. I suggest referring to you status meter for the best real time data information. You are currently at: Threshold  15000 AnytimeBandwidthAvailable  9518 MB BonusBandwidthAvailable  47454 MB TokenBandwidthAvailable  350 MB Throttled State  Not Throttled  Bandwidth Remaining  63%  Allowance Resets in 23 days, 12 hr and 47 min You have 9518 Mb of data left with 23.5 days left, so that will allow you about 400 Mb a day in anytime usage for the rest of the data allowance period. Let me know if this helps. Thank you, Miles ... View more

Good morning Charleen, You do not need to start a new post. Have you followed the steps we outlined and suggested in this helpful graphic? As a courtesy to you we have added five free tokens to your account this morning. I will be looking forward to hearing from you. Have a great day, Miles ... View more

Good morning Greg, That sounds good. From my direct experience with a lot of customers somewhere around 100mb of data sounds totally normal. Thank you for getting back to us, I hope you have a great weekend, Miles ... View more

Good afternoon HughesNet Sucks, Please accept our apologies for not getting back to you yet with the sales call review we requested from DirecTV The sales call review. I will ask that your case manager call you directly to help you with your HughesNet account. Thank you for checking back on the status of your sales call review, Miles ... View more

Hello Sgoshe, Thank you for the update, we will be looking forward to hearing from you after a day or two. We appreciate your feedback and help here as well. Have a great weekend, Miles ... View more

Hello Sgoshe and Tina, Right, thank you for clarifying, but We can't reset the modem from here. The best case scenario, if they cannot call for support I know it is expensive, would be for us to have the neighbors site information to evaluate the system directly. If a modem is needed then we could ship a new modem. Tina, please see if you can get the serial number or the last case number from your neighbors account. We will go from there. I will be looking forward to hearing from you Thank you both, Miles ... View more

Hello a.snow, We are happy to help! Your repair is scheduled for tomorrow morning between 8am and 12 noon. Your Dispatch is currently scheduled for Wednesday, Jul 29, 2015 between 08:00 AM-12:00 NOON Will that work for you? Please let me know. Thank you again for writing, Miles ... View more

Good morning Tina, Yes, I confirmed yesterday afternoon that if you are both on the same satellite you should be able to test your modem on your neighbors system and then safely return your modem to your system. You are pointed to HZN-HOR-22K. I hope this helps!! Good luck out there!! Miles ... View more

Good morning a.snow, You're welcome. Looking at your site diagnostics it appears that you may benefit from an on site tech visit. There may be a line of sight issue with some trees off in the distance. We will create a complimentary dispatch at no cost to you to help optimize your signal and service, including relocating the dish if needed. We will also issue a one month service credit to your account. After the visit please report back with the results. Thank you for writing back, Miles ... View more

Hello Leta, Welcome to the HughesNet community, we are sorry to hear that you have had some problems. Have you reported them to our customer support line at 866-347-3292? I was unable to locate your account. If you still need help please write back with your most recent case number or the serial number from the back/bottom of your modem with the specific issue that you need help with. We will be happy to take a look at your system and offer some help. Thank you for writing here, Miles ... View more

Good afternoon s.snow, Are you still having trouble with your MSN page loading? Then your mentioned that your Hughes Voice (VoIP) will dial out, but the person on the other end cannot hear you. If that is still happening try the steps you were given when you called in on June 18th: first power cycle modem, then power cycle ATA box. Those steps were successful then, please See if that works. If not I do suggest that you call for support at 866-347-3292 where we have special teams standing by to assist you. I hope this helps you. FYI - Checking your site to see if you had hit your data allowance I see that you did on July 25th. That will affect your service as Sgoshe suggested. Please see below: 07/25/15 4:00 AM 5:00 AM 60     0.10     No 0.02     07/25/15 5:00 AM 6:00 AM 60     0.12     No 0.03     07/25/15 6:00 AM 7:00 AM 60     0.10     No 0.02     07/25/15 7:00 AM 8:00 AM 60     54.81     Yes 1.07     07/25/15 8:00 AM 9:00 AM 60     22.14     Yes 1.74     07/25/15 9:00 AM 10:00 AM 60     0.30     Yes 0.14     07/25/15 10:00 AM 11:00 AM 60     3.29     Yes 0.38     07/25/15 11:00 AM 12:00 PM 60     2.09     Yes 0.42     07/25/15 12:00 PM 1:00 PM 60     12.84     Yes 1.16     07/25/15 1:00 PM 2:00 PM 60     0.52     Yes 0.09     07/25/15 2:00 PM 3:00 PM 60     38.18     Yes 2.94     07/25/15 3:00 PM 4:00 PM 60     20.07     Yes 2.34     07/25/15 4:00 PM 5:00 PM 60     17.69     No 1.89     07/25/15 5:00 PM 6:00 PM 60     11.50     No 0.93    I can see that a token was then purchased.  07/25/2015 04:40 PM Purchase 1   GB Was the service restored? We will be looking forward to hearing from you, Miles ... View more

Good morning Greg, Yes, I do understand that this started about six weeks ago. We will look forward to hearing about your results. Thank you for writing back and have a good week, Miles ... View more

Good morning elholzman, That is very good to hear. Thank you for reporting your satisfaction here. We are glad to hear your service plan issues were worked. Again we really appreciate you as a long term customer!! Miles ... View more

Hello acatalano, Welcome to HughesNet and to our on-line community!! I see that you have already gotten some good advice from Charles and Sgoshe, thank you both! We really are limited to supporting the HughesNet systems but we are always happy to look into solutions to make our systems work with other third party devices and software. I will add this bit of advice which is a link to some wireless routers that Hughes can recommend, I am not sure if any of them will have the capabilities that your require. Please see below: http://www.hughesnet.com/learn-more/faq#which-wireless-router-works-best-with-hughesnet 1. Which wireless router works best with HughesNet? There is no one-size-fits-all router. It depends on the size of your home and the performance and features you desire from your device. There are dozens if not hundreds of routers on the market, each with its own pros and cons. Router features can vary quite a bit, even within the same brand. To help you choose the best wireless router for your needs, the engineers at Hughes tested a broad range of popular router brands and models. We measured their performance, signal strength, speed, and cost, and evaluated their compatibility with HughesNet satellite modems. Based on our research, we've narrowed down the list to 11 models that work well with HughesNet. Our list includes seven routers that are ideal for smaller homes, and four that are better suited for larger or multi-floor homes I hope this is helpful. Have a good weekend, Miles ... View more

Good afternoon Greg, I see that you have been a long customer with HughesNet and we really appreciate your business. We are sorry to hear that you are having some issues with your data usage after upgrading to Gen4. We would like to help, you may want to check out this discussion in our HughesNet community at this link:  https://community.myhughesnet.com/hughesnet/topics/unidentified_usage_verification. Then also look at this link about identifying data use sources: https://community.myhughesnet.com/hughesnet/topics/data-usage-sources-common-and-not-so-common.  Also this graphic may be really helpful with some steps you can take while troubleshooting: Data Usage Troubleshooting - Graphic: https://d2r1vs3d9006ap.cloudfront.net/s3_images/1109241/27429-wvv5fy.jpg?1413409757. We have found that once customers follow these steps the data usage can be better understood and controlled. You may also find this web site helpful with monitoring the usage on each computer: www.glasswire.com. Then we have this link to help with more information on plugging up bandwidth leaks and improving video performance while burning less bandwidth: http://www.hughesnet.com/learn-more/how-to   We will add some free data to your account today. I do hope this helps you controlling your data consumption. Please feel free to write back here or to call our regular support at 866-347-3292 available 24 x 7 with any questions. Please let us know if this helps. Thank you for writing, Miles ... View more

Good afternoon amyward18, Welcome to HughesNet and to our community! I believe that the sales person may not have given you the proper advice, as HughesNet no longer offers a direct download manager. I was able to locate your account so we are happy to help you and will add some free data to your account and will inform the DirectStar TV sales managers to caution and retrain their agents about the download manager software issue. Sgoshe offers some good advice for you on how to find a download manager that will work on your MAC based systems. I will check your system to see if I can see why you may be finding it slow. Meanwhile if you need immediate assistance please call our regular technical support groups at 866-347-3292 available 24 x 7. And thank you Sgoshe! Thank you for writing and have a great day to both of you! Miles ... View more

Good afternoon elholzman, I was able to locate your account and do see that you have been a great long term customer for at least 6 years! Thank you so much and welcome the community!! We do have retention offers that are made to customers just like you, based on length of service, billing and payment history, etc. We will review your account to see if you are eligible for a monthly discount if you were to upgrade to the new "Max" plan. We certainly would not like to see you go after being such a loyal customer all these years. I will assign an account manager to contact your directly. Thank you for writing so that we could offer some help. Have a good weekend, Miles ... View more