| A | B |
|---|
| FAP | Speeds are throttled when data allowance is exceeded |
| CONUS | Satellite that covers the continental US |
| 8200 | The KB you will use on every call |
| 8700 | The KB you will use to go over service plans |
| 5059 | The KB you will use to go over Jupiter State Codes |
| 2342 | The KB you will use to go over Spaceway State Codes |
| 8591 | The KB you will use to go over troubleshooting modem lights |
| 9025 | The KB you will use to go over the Support Center |
| 8855 | The KB you will use to go over managing data usage |
| 3493 | The KB you will use to find RIA's |
| 8094 | No Browse KB |
| 8093 | Slow Brows KB |
| 8095 | Single Site Issues |
| JuDD | Troubleshooting tool for routers |
| Site Diagnostic Tool | Works in conjunction with KB's |
| LUI | The customer's System Control Center |
| 8985 | RMA & Dispatch Guidelines |
| RMA | Return Material Authorization |
| 192.168.0.1 | How the customer can reach the SCC |
| UEF | Unreturned Equipment Fee |
| Express Repair Basic | Sends the technician out within 2 business days |
| Express Repair Premium | Sends the technician out within the next business day |
| Out Of Warranty | Words we NEVER say to the customer |
| Advanced Shipment Replacement | Sending the customer a new modem |
| Replace with No Return | Sending Power Supply or Empty Box |
| Radio Transmitter | Piece of Equipment on satellite that needs to be returned upon cancellation |
| De-Install | Sends a technician to unhook radio transmitter or modem for customer to return |
| OOW - Customer Requested | Costs the standard repair fee plus any fees technician deems necessary |
| 13.1.1 | State code for LAN cable is not attached |
| 1.2.1 | State code for Modem is overheating |
| 0.0.0 | State code for Fully Operational |
| 24.1.1 | State code for Customer is in FAP |
| 8074 | KB you will use to determine what you can or can't do for the caller |
| 8085 | The KB that helps managing Wireless Devices on HT2000W |
| 8058 | The KB that helps you troubleshooting D-Link router |
| theoldpurple.com | The best website to check a customer's connectivity |
| Data Depletion Test | How customer's can check for data leaks |
| supportcenter.myhughesnet.com | How the customer can check their usage, pay bills and manage their account |
| Video Data Saver | Feature that automatically sets streaming to DVD quality |
| 9020 | KB you will use to troubleshoot the LUI/SCC |
| Manage Account | CSR tool that populates in Account 360 to access the customer's support center |
| 9024 | KB you will use to troubleshoot SDT |
| 8052 | KB you will use to troubleshoot the JuDD |
| RMA, Dispatch, Escalations | Types of cases you would leave open |
| SSID | Name for customer's wireless network |
| Gigabytes | The term in which refers to data storage |
| Megabits | The term in which refers to speed |
| MB | Megabytes |
| Mb | Megabits |
| Zone Alarm | a security suite application that provides computer and web protection |
| PC System Essentials | an application that allows you to proactively fix, speed up and maintain your computer |
| Home Tech Support | a service available to our customers experiencing issues that are non-HughesNet service related such as slow speeds, service performance issues, spam/malware, and additional PC or home network problems |
| Usage Data | CSR Tool where agent can view customer's data on an individual day |
| Account Management | Retention department to assist customer in cancelling or retaining their account |
| Manage account | CSR Tool where agent can view customer's support center and change their passwords |
| Service Changes | CSR Tool where agent can upgrade customer's plan to the next Gen or within the current Gen |
| Payment IVR | Tool where agents process customer's payments with Debit/Credit card, if customer has a balance due and wants payment processed today |
| Dashboard 360 | Tool that gives a snapshot detail of what the customer's system looks like |
