1013 
Contacting Technical Support 
Last modified on
1/7/2011 3:45 PM 

 


Introduction:

There are three methods available to contact technical support; E-mail, chat and phone. Our Technical Support Department is available to assist you 24 hours a day, 7 days a week.


Procedure/Solution:

Please have your account Number or Site ID number (SAN), Site ID and/or HughesNet modem serial number available for faster support.

Locating your Account number or Site Account Number (SAN):

Account number or Site Account number (SAN) can be found on the top right corner of the paper invoice or the online invoice. The SAN normally begins with AMR, DSS, V, T, or Q.

Locating your Site ID and the Modem Serial Number

To directions on how to locate your Site ID or Serial Number, click here.

Contacting Technical Support

  1. For a response within 24 hours, please contact us by E-mail.
  2. For an immediate priority response, launch a live Chat Session with one of our Technical Representatives.
  3. To speak with a Technical Representative, please call 1-866-347-3292.

Contact Customer Support Using E-mail

  1. Browse to http://customercare.myhughesnet.com/.
  2. Click E-mail under the Contact Us heading.
  3. Select the type of support you need from the drop-down menu. Hughes Technical Support or Hughes Billing and Account Management Support.
  4. Select a topic from the drop-down menu (list of topics will vary depending on the type of support that was selected).
  5. Enter the following information:
    1. Your First Name
    2. Your Last Name
    3. The E-mail address to which you would like your response to be sent.
    4. The phone number associated with your billing address.
      Note: Fields marked with an *(asterisk) are required.
    5. Enter your SAN/ST Name. Click here for help in locating your SAN/ST Name.
    6. If you have a previous Case ID number for this support request, enter the Case ID number. This field may be left blank
  6. Select the type of modem you own from the first drop-down menu.
  7. Select your computer‘s Operating System.
  8. If you select a topic from the technical support options on websites, a new drop-down menu to select a Browser will appear on the screen.
  9. Select the browser that you are using.
  10. If you select a topic from the technical support options on E-mail, a new drop-down menu to select E-mail Client will appear on the screen.
  11. Select the E-mail Client that you use.
  12. In the text box, describe your support request in detail. Be sure to include as much information as possible so that our representative will be able to step right in to assist you. If an error message was displayed, include the full text of the error message and what you were doing just prior to the message appearing.
  13. Click E-mail Us!
  14. You will receive a response sent to the E-mail address you specified within 24 hours.
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Contact Customer Support Using Chat

  1. Browse to http://customercare.myhughesnet.com/.
  2. Click Chat under the Contact Us heading.
  3. Select the type of support you need from the drop-down menu. Hughes Technical Support or Hughes Billing and Account Management Support.
  4. Select a topic from the drop-down menu (list of topics will vary depending on the type of support that was selected).
  5. Enter the following information:
    1. Your First Name
    2. Your Last Name
    3. The E-mail address to which you would like your response to be sent.
    4. The phone number associated with your billing address.
      Note: Fields marked with an *(asterisk) are required.
    5. Enter your SAN/ST Name. Click here for help in locating your SAN/ST Name.
    6. If you have a previous Case ID number for this support request, enter the Case ID number. This field may be left blank
  6. Select the type of modem you own from the first drop-down menu.
  7. Select your computer‘s Operating System.
  8. If you select a topic from the technical support options on websites a new drop-down menu to select a Browser will appear on the screen.
  9. Select the browser that you are using.
  10. If you select a topic from the technical support options on E-mail a new drop-down menu to select E-mail Client will appear on the screen.
  11. Select the E-mail Client that you use.
  12. In the text box, describe your support request in detail. Be sure to include as much information as possible so that our representative will be able to step right in to assist you. If an error message is displayed, include the full text of the error message and what you were doing just prior to the message appearing.
  13. Click Chat with Us!
  14. You will be connected with a Hughes Technical Representative.
  15. Type your questions and responses in the lower white text box.
  16. Click Send after each of your questions or responses.
  17. If you would like a transcript of the entire Chat session E-mailed to you, type your E-mail address in the E-mail ID field.
  18. Click Send Transcript.
  19. To end the Chat session, click End Chat in the top right corner of the page.

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