tech support

8 Topics

Status code 22.3.19
At first I was getting a green status indicator but none of our phones or tvs could connect although it was showing internet access and then suddenly it switched to a red status code of 22.3.19 and no one being able to connect and it also saying no internet connection. There is no bad weather and this actually happens at least twice a day. It usually comes back after 30 min to an hour but this time, nothing! 😩
AshleyRae
10 months ago Place Tech Support
3.1KViews
0likes
7Comments
Dashboard Indicating DNS Acceleration[N] Problem
For the past couple of months there has been a change in connection speed. I'm all too familiar with the reduction in speed when reaching the data cap but this is much, much slower than what is normally experienced. Speaking with Tech Support they would have me believe the only problem is reduction due to FAP but the problem occurs even when in the "Bonus Zone" time frame. Dashboard diagnostics, both currently and hourly, indicate an issue with DNS Acceleration[N]. The dashboard is also returning diagnostic codes. Chatting with tech support has gone back and forth. When experiencing the problem a couple of months ago, a representative told me their diagnostic came back with and indication ofBad Alignment suggesting something was happening with the dish, cables or the modem. I was told a field tech would need to come out and replace the equipment. They were supposed to contact us the following day to set up a time to come out but the call never came. When my spouse called later that evening, we learned that a work order had never been arranged. They once again ran a diagnostic but said that there wasn't a problem indicated aside from the FAP slow down. My spouse added to our data cap and things were running smoothly for a while. About 3 weeks ago, we had to reach out to tech support again when our service went out completely. This time there was a problem with the modem not updating and rebooting itself correctly. My spouse worked with tech support for about an hour and fixed the problem remotely. For the past several days, we are once again experiencing problems with pronounced slow down and dashboard diagnostic indications of DNS Acceleration[N] problems. When chatting with tech support, they once again have said the problem is FAP slow down but fail to acknowledge the DNS Acceleration[N]. They've said that during the slow down I should still be receiving a download speed of 1Mbps to 3Mbps however, when I have used the dashboard speed test I've got the following return: Yesterday I started seeing a Terminal Automated Re-Installation prompt on the dashboard. Even after initiating re-installation, the prompt still shows up. I'm not tech savvy but I'm also not stupid or unable to understand the limits of my data cap. I can tell a difference normal FAP slow down and abnormal FAP slow down. I also understand that if there is 25+GB remaining in the "Bonus Zone" that I should not be experiencing a slow down reading of 0.13Mbps. I'm not trying to be a problem customer but this is frustrating, I'm getting nowhere with tech support and I don't care for the condescending back and forth. Can anyone help me with this?
Mr_Mrs_Sexton
2 years ago Place Tech Support
3.7KViews
0likes
9Comments
New Customer, HUGE MISTAKE
I’m a single father with four kids, their mom just passed away, I have my hands full and can’t afford to spend all day fixing your problems Hughes. Ihad problems with the last Internet service provider that I’ve been using for five years just recently the problem being customer service. This was a mom and pop company so I thought to my self, maybe I should go to the larger company that has more employees they could assist me…. The absolute biggest mistake of my life!! How on earth is a company this large able to scam so many people? And when I say scam yes, it’s a scam. Here’s why… I just got service installed two days ago. I still have no Internet! When the technician was out here, who by the way, was the nicest guy and did a very good job, he said everything looks good and left. I wondered why he was rushed! He probably knew! So I got on my laptop to start some work and nothing. I called customer service and they said that there was an issue that the technicians were working on. Are you kidding me? I should check it tomorrow morning and then call back. What!!!!? I got online in the morning and nothing. I was told to use the app to get in contact with tech support it’s easy… Nope!!! Not one thing is easy with this company, except getting screwed over! So I contacted tech-support. We stayed on the phone for about 30 minutes and trying to run test nothing. What’s funny is they want you to run their test and no one else’s test, so when I get on the app on my phone and run a test it’s just perfect. I got green checkmarks, but then when I try to pull up a webpage, nothing. So he is recommending that I go to the next level of tech-support. “I’m sorry sir someone will get in contact with you in 24 to 48 hours.” Dumbfounded at this! Oh and you better be prepared to sit by your phone for 48 hours because if you miss the call, they give you a return call number that is 866-855-2275… yeah it’s a fax number. Why, because they have so many problems the phone line will be overloaded with people calling them. Why give a phone number to call back if it doesn’t work? It’s a scam. So out of frustration I called it and asked to cancel my service and I was asked a couple of times if I would agree to let TECH SUPPORT FIX THE PROBLEM FIRST! Why five minutes after I agreed to do this I get this text my service has been scheduled for cancellation. Scheduled? Get this, it’s after the 30 day mark. Not surprised one bit! Listen, I’m not going to do the work for your tech-support. It’s your job. This is an issue. I’m not going to sit around all day running test and uploading crap. The installer was in my home, disrupted my entire day and said the We are good to go! I’ll let you in on a little secret, when he walked out of my door I should’ve been good to go. Anything other than good to go? It’s a scam and a lie. Twist the words, however, you want to you screwed me over.From the initial phone call I was lied to. You were dishonest about the service speeds, dishonest about the availability, dishonest about the customer support that’s supposed that will be there for you. I’m not that way, believe me when I say I refuse to be dishonest on social media in letting everyone know how you are screwing hard working families and this single father out of what little money we have.
DizzyMcalister
2 years ago Place General Discussion
3.6KViews
4likes
4Comments
How do I set up a new hughesnet email?
Im a new customer since 3/06/2023 and Ive been trying to set up/get a hughesnet email and Ive followed the instructions for doing so BUT its not giving me the option as descibed in the instru.Ive tried calling customer service and chat support for help and couldnt get any help a couple didnt know what I was talking about Im very frustrated to the fact Im a new customer and I want to get the best of my new service and I would love to have a hughesnet email account when i click on the myemail it redirects me to a connecting to ordering system to log in with my credentials when i do it tells me their wrong when i know for a fact they are not this is whats in the address barhttps://auth.myhughesnet.com Im totally confused frustrated no one will help me Ive tried everything Jenn.
Solved
Carolinagirl
2 years ago Place Tech Support
9.7KViews
1like
13Comments
H.N Fraud
My internet was set up two months ago Beginning was as slow as it is now. I was sold and told "great fast internet that I can stream videos and have my cameras connected to" "30gb of satellite data is the same as hundreds of LTEgb Data" I was then told my internet is slow because it is winter where I live. Now the weather is fine and they have confirmed the satilite is receiving a full signal. I spoke with 4 different tech support agents on the phone no one could help. I spoke with 2 people that said they were managers that sounded like they were in a bar they said they did "different' tests and to call back in a couple days if it didn't solve my issues. I called back talked to multiple tech support agents again that did the same things and that I had to tell them what was going on again and again and again. They then sent a tech to my business. They replaced every single piece of hardware and nothing worked to fix it. !!!!!!!!!!!!!!!!!!My speed is 0.02mbps Average!!!!!!!!!!!!! testmy.net gives me a download speed of 0.02 mbps with one device connected. The tech was here in person and got the exact same problem. Hey called tech support once again for me and was on the phone with them for an hour. They said no one has ever seen this and to wait two hours. I then called after I waited a whole 6 hours. I was sent to 3 different people and after an hour and a half made it to a nice manager that said he was going to wave my cancelation fee of almost $800 thats along with the $300 visa I was told I would get if I signed up. The manager sent me to an account manager that said I had to still pay the $800 Then he said I needed to go back to tech support AGAIN. I talked to three more people after that and was told now I need to wait two days again. This is outrageous. I have contacted legal counsel and will spend as much money as it takes to make sure I will not have to pay a cancelation fee for 0.02mbps average speed. Ive been lied to hung up on and transferred at least 30 times and everyone acts like they have no idea whats going on and pretends theres nothing they can do to help or that they don't know anyone that can help. THIS IS FRAUD. FBI AND BETTER BUSINESS BUREAU WILL NOT STOP RECEIVING PROOF OF FRAUD UNTIL MY INTERNET IS DISCONNECTED AND MY ACCOUNT IS DELETED I am a reasonable person and signed up for internet around 40mbps I am getting 0.02 thats 99.98% slower than the customer average. I am available anytime of the day or night. This is illegal. I signed a contract for a service that I am not receiving. You are going against the contract not me.
ktautomotive
3 years ago Place myAccount and Billing
12KViews
1like
20Comments
Admid #
I never set one up so why is it asking for one.
Solved
Amberbarber500
5 years ago Place Tech Support
3.3KViews
0likes
5Comments
Internet - Modem Not Working
Went to bed around 11 pm last night and internet was actively working. Woke up this morning with no internet and router issues. I have power cycled the modem numerous times with various amounts of time (up to 5 minutes) between off and restoring power. Called tech support and while the guy was nice enough; it was obvious he was responding off a checklist troubleshooting system. I.E. - Not actually a "tech". Asked for a hard reset on HughesNet's end. Tech "was unable to get it to work". Tech then cited a secondary possible cause for lack of service as being weather interference. Yes, it's dreary and raining here but I've had service work through durn near tornado like conditions without a hitch. It's not weather interference. Modem powers up, acts like it wants to do it's job and connect but is unable to do so. So, it resets itself and tries again. And again, and again, and again. We did have some awful thunder and lightning storms last night. It is my fear that the modem was "zapped" by lightning. Since I was unable to reach an actual tech via phone, I'm hoping to reach one here. How do I confirm or deny my fears? If my suspicions are accurate, how does this get resolved? I run two businesses from home (mine and my husband's) and the internet is an integral part of operations. I can not afford for the internet to be inoperable like this. Please help me rectify this situation. Thanks in advance for your time and consideration. ~ The Crenshaw Family
Solved
CrenshawFamily
5 years ago Place Tech Support
5.3KViews
0likes
3Comments
TERRIBLE upgrade experience
I just want you corporate mods and everyone else to be aware of the complete NONSENSE we have been through. I don't appreciate it. We have half a mind to go elsewhere if one more thing goes wrong. I'm not demanding something be done for us specifically; I'm simply sharing this experience in hopes maybe it won't happen to someone else. On November 28th, we had a state code that said there was an outdoor problem. We spent a good length of time on the phone with tech support. This woman came back telling us we NEEDED to upgrade. We said alright, arranged the plan, and we asked her what this would entail. We ASKED if a technician needed to be scheduled. She said NO, we could do it, they would mail us a modem. We would receive it in 3-4 business days. On business day 6, we called to ask where the modem was. On December 7th, we received the modem, and still unaware of what REALLY needed to be done, we went about installing it. After an hour and 40 minutes, we had to call tech support. They continually redirected us to the remaining outdoor problem, even as we explained we weren't sure if we were doing this right. On December 9th, a technician visited to take care of the outdoor problem. We asked him about upgrading. The licensed technician, sent by Hughesnet, told us we could not install it ourselves because going from Gen 4 to Gen 5 requires a dish realignment among other things that a technician needs to do. He could not do this because he did not have an upgrade work order. He only had repair for the outdoor problem. WE WERE TOLD BY HUGHESNET TECH SUPPORT THAT WE COULD DO THIS OURSELVES. WE ASKED IF WE NEEDED A TECHNICIAN APPOINTMENT TO DO AN UPGRADE. WE WERE TOLD NO, YOU DO NOT. On December 9th after his visit, we called tech support to explain and arrange an appointment. They said they would Nothing came of it. We called again Sunday night, December 10th. They said there wasn't a record of an appointment. After being on hold for 45 minutes, the phone call got dropped. We decided to wait and see. This morning, December 11th, we called again. This time we managed to acquire the phone number of the technician company in our area. Upon calling them, we learned that they kept receiving REPAIR orders. Not upgrade orders. In every call since Saturday, we had been extremely clear that nothing needed repaired, we needed our UPGRADE. Our account information had been credited as Gen 5 since the morning of the 29th, the morning after our very first tech support call. It shows that we have it, which is a source of confusion to the tech support phone monitors. We are PAYING FOR IT, but WE DO NOT HAVE IT. We are running our GEN 4 EQUIPMENT. The woman at the technician company got in touch with the District Manager of Hughesnet for our area of coverage, who has tried to intervene on our behalf! TECH SUPPORT SAID NO, THE CUSTOMER HAS TO ORDER IT. AS IF WE HAVEN'T BEEN TRYING!?!? We called tonight, and we went through the same cycle of "ma'am, can you please plug the modem back in" and "our diagnostics show you have internet." I honestly lost count of how many times we said WE NEED AN UPGRADE. WE KNOW FACTUALLY THE DISH NEEDS TO BE MOVED FROM THE GEN 4 SETTINGS TO THE GEN 5. WE KNOW FACTUALLY WE DO NOT HAVE THE INFORMATION NOR QUALIFICATIONS TO DO THIS OURSELVES. If this is not true, we were lied to by our technician, which I just don't believe is the case. Nothing is broken, nothing needs a repair order, we're running the old internet we are no longer supposed to be paying for or having to settle on because some woman at tech support told us we could do this ourselves. And we have gone around in this circle TOO MANY TIMES trying to tell them that we just need someone sent out to upgrade us, that's all we want, please just send an upgrade order so we don't have to call anymore. FINALLY, we were told they would schedule a repair order, but WE HAVE TO PAY $175 FOR IT. We have to pay $175 for a technician to come out and upgrade us, like we've been asking for in the first place, like we were told directly by a technician needs to happen for this thing to be done right, since this past Thursday. We were told after we're upgraded, call back and they would give us information on being credited for the time we did not have the internet we should have had. Frankly I am DISGUSTED. I am angry, I am frustrated, and I'm a little insulted. We agreed to pay ONLY BECAUSE we're so tired of fighting, we just want it done. Fine, we'll pay, just SEND THE PROPER ORDER. We have not been listened to. We have been talked down to when we keep trying to explain there's not a broken object, we never got our upgrade. We have had Hughesnet for almost a decade purely because there's virtually no other option where we live, but as said in my introductory short paragraph, lately there's been developments in that regard and if we have one more run-around with tech support to even a fraction of this extent, we will go elsewhere. This is not a drill. These are not overdramatics. If she would have sent someone out to fix the outdoor problem in the first place, instead of telling us we NEEDED to upgrade to fix the problem, none of this would have happened. Supposedly, the technician is scheduled-- on OUR DIME, with or without a work order this is getting done-- to be out sometime on Wednesday. We will see if this comes to fruition. I just truly felt the need to let it be known how RIDICULOUS the last two weeks have been, and the tech support phone coverage is to blame here. I am sorry to be spouting off rage here, but it needs to be said.
cclk_edwards
8 years ago Place Products and Plans
3.6KViews
2likes
1Comment