EMAIL
For the customer to get a HughesNet Email, does he has to log into the CMC?
Yes, the username for the CMC is the same as the Hughes email
Can the customer send a payment thru the postal mail?
Yes, educate on the 10 business days it could take to post on account
If customer wants an expired discount re-applied, what can I do?
Probe regarding the root cause of the discount request. Review special instructions and negotiate a lower discount then the expired one
Customer has exceeded the due date extensions available what can be done?
We can educate the customer on the collection dates. Suggest scheduled payments but warn this will not stop the collection process.
Where can I see the different taxes that are charged?
Directly on the customer´s invoice.
The customer wants to know how much storage space their email has, what do I tell him?
10GB
Customer wants the autopay removed, what can I do?
The customer must change to invoice and pay 5dls per month
If the customer wants to suspend their account which suspension should I suggest?
Probe and find out how much time they need the suspension and apply in the system the appropriate one.
Customer wants to change the billing date how do I do this?
Explain expectations to the customer then call advanced billing to process the change.
If the customer wants to receive notifications on when their bill is generated thru SMS how can I set that up?
Check the bill notification option in customer preference.
Customer can´t send or receive emails and when trying to log in they receive login error, what can I do?
Check if the account shows locked on Account 360 in manage account and report it to the MOD then follow AUP guidelines in KB8064
Customer wants to update the payment method but is in a hurry and can't stay for us to do it what can I do?
Educate on the self-service tools so they don’t have to call back.
How can I know how much credit can be applied to a customer?
Check special instructions and negotiate a credit that best fits to the situation without exceeding the limit established in the tool.
Customer wants to cancel the service because the bill is too high what can I do?
Probe about the amount expected then explain the charges one by one pausing after each one for understandability if customer insists on cancellation transfer to C_Cancel
Where can I verify the charges of a bill?
In the invoice and in Account History in billing portal
Customer wants to put all his contacts from GMAIL on his Hughes email, how can I help him?
Once he has exported the contacts from GMAIL, he may then go to the contacts tab on his Hughesnet email and import them.
How do I Generate a Voucher for a Mexico Account?
From Billing Portal in Collect Money
Customer is wanting another discount on top of the one she has because she know the current one is about to expire; can I give her the discount?
Explain to the customer that if a discount is applied while one is currently active it will override it. The option would be to find any plan discounts in service changes.
How can I know when the return box will arrive for a customer?
Check in open activity for an open RMA and review tracking number. If no RMA exists, then check in billing portal if the account has already been cancelled.
What could I do if the customer does not agree with the amount due?
Probe of the amount they expected then move forward to explain the charges on the bill pausing after every charge for any questions then making a final recap.
Customer wants to set up his Hughesnet email on his Outlook can I help with that?
Yes, Following KB8064
If a Mexico account has a missing payment, what can I do?
Make sure 48 hours have passed since payment was made if so, escalate according to KB 8300
What status should I leave the case after a suspension has been scheduled?
Open- troubleshooting
How long does it take for a refund to be applied?
7 days for electronic payment methods for checks it is 45 days.
How can the customer avoid paying taxes?
By getting a tax exemption from their local tax agency and faxing it to Hughes.