4430 
HN9000 System Service Upgrade Program 
Last modified on
2/24/2011 12:06 PM 


Introduction:

In order to offer you additional account management functionality, Hughes is launching a new tool through HughesNet Service Tools at http://services.hughesnet.com/service_tools/. This tool allows you to perform limited service plan upgrades as part of the initial launch. Initially, this tool will allow upgrades only for customers who have HN9000. For all other service plan change scenarios, you should continue to contact billing support at 1-866-347-3292 between the hours of 7 a.m. - midnight ET, 7 days a week.


Procedure/Solution:

Details of the Self Service Upgrade Program:

  1. Go to http://services.hughesnet.com/service_tools/
  2. Click on Service Upgrades
  3. Enter your SAN and Zip Code. For more information on how to find your SAN click here
  4. Click Continue.
  5. Confirm the information you have provided. If it is incorrect information, you can go back and change it.
  6. Click Continue to go forward with the upgrade.
  7. Your current plan will be displayed along with other available plans.
    1. In this example, the current service plan is the Home Plan
    2. All available service plans higher than the current plan are available for upgrade, example Pro to Elite Premium etc.
  8. Select the plan you want to upgrade to.
  9. Click Continue.
  10. Next window shows the plan you have selected. It shows the plan you selected and any additional options available to you such as Static IP or Express Repair. Express Repair will be displayed only if you currently do not have this option included in your plan.

  11. For more information on Static IP Address click here.
  12. For more information on Express Repair click here.
  13. Click Submit.
  14. You will get a summary detail of the plan and options you have chosen.
  15. Click Continue.
  16. You will be asked to provide your contact information and email address for the upgrade order validation. Your confirmation will be emailed to the email address entered below.
  17. Click Continue.
  18. You will be asked to verify the contact information. Click Continue.
  19. Once the upgrade order has been successfully completed, a Thank You message for the order screen appears.
  20. You will receive the following email confirmation.

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Error Messages: You will see the following error messages:

  • ERROR: The web interface will prevent you from performing an upgrade if your account is in billing lock or has been suspended for any billing reason.
  • ERROR: The web interface will prevent you from performing an upgrade if your account is in a Barred, In Maintenance or Disabled state.
  • ERROR: Account is not Active.
  • ERROR: Attempting to upgrade any DWXXXX or HN7000S site.
  • ERROR: Entering an improper zip code.
  • ERROR: Attempting to upgrade a HN9000 site that HAS NOT been ACTIVATED yet.
  • ERROR: Attempting to upgrade a HN9000 site to a plan that the site is already on.
  • ERROR: Upgrade a HN9000 site more than the allotted 2 times within a billing cycle.
  • ERROR: Account is not Active.

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Frequently Asked Questions

  1. How may I change my HN9000 service plan on line?
    Currently, you can upgrade your HN9000 service plan online through http://services.hughesnet.com/service_tools/ and select the Service Upgrade option. Please have your site account number and zip code handy. For all other requests, please contact billing support.
  2. Can I upgrade my DWXXXX or HN7000 service plan on line? How can I change the service plan for my DWXXXX or HN7000?
    No, currently the service plan upgrade option is for HN9000 service only. We do not offer online upgrades for DWXXX or HN7000S. To request a service plan upgrade, please call customer care at 1-866-347-3292 between the hours of 7 a.m. - midnight ET, 7 days a week.
  3. Can I downgrade my HN9000 service plan online?
    No, please contact us at 1-866-347-3292 for assistance.
  4. How can I change the service plan for my DWXXXX or HN7000?
    Currently, we do not offer online upgrades for DW4000, DW6000, DW7000 or HN7000S. To request a service plan upgrade, please call customer care at 1-866-347-3292 between the hours of 7 a.m. - midnight ET, 7 days a week.
  5. How can I change the service plan for my DW6000 or DW7000?
    The DW6000 and DW70000 series modems have been discontinued. In order to upgrade your service plan, a new modem is required. View the current modem upgrade offers at http://upgrade.hughesnet.com. Your modem upgrade may be FREE! For assistance in upgrading your DW6000 or DW7000, please call us 866-774-6580 between the hours of 9 a.m. - 9 p.m. ET, 7 days a week.
  6. I upgraded yesterday but my performance is still slow?
    Our agents have tools available to them that will confirm if the service plan upgrade has been completed. After the service plan change is confirmed, the agents can help troubleshoot performance issues.
  7. I upgraded but I am not happy with the improvement, I want to downgrade.
    Please call customer care at 1-866-347-3292 between the hours of 7 a.m. - midnight ET, 7 days a week and one of our billing agents will be able to help you downgrade to a lower plan.
  8. What will be the impact of the service plan change on my billing?
    Since you are changing your service plan in the middle of a billing cycle, your next bill will reflect a prorated charge or credit for the difference in the cost of your new plan and your old plan for the rest of the current billing cycle plus your next month‘s bill on your new plan.
  9. How can I find out more information about your service plans and pricing?
    Available plans are presented on www.hughes.com (http://go.gethughesnet.com/plans.cfm)
  10. Is there a charge to change my service plan?
    There is no charges for changing your service plan.
  11. Does changing my service plan affect my billing date?
    No, your billing date will not be affected.
  12. How do I know if my service plan change request was processed?
    At the end of the upgrade process, you‘ll see a confirmation message. You will also receive a confirmation email that your order has been processed.
  13. Does a service plan change affect my term commitment?
    No, your original term of agreement will continue.

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