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Date Revised: 11/16/2009

Frequently Asked Questions
Regarding Agristar Transition to HughesNet

Introduction:

This article provides answers to frequently asked questions that you might have regarding the transition from Agristar to HughesNet.
 

Quick Links

Procedure/Solution:

We are pleased to be able to continue to support your internet service needs. To assist you in your transition, we invite you to visit agristar.hughesnet.com for more information regarding the Agristar transition. We also invite you to visit welcome.hughesnet.com for some information that will help you maximize your HughesNet experience.

Frequently Asked Questions

  • Why is this migration happening?
    Hughes has been providing Agristar the internet service you've currently been receiving. Agristar and Hughes have recently restructured their business agreement and Hughes will now be directly providing service and support for you. As part of this transition, we need to work with you to transition your account to Hughes to prevent any interruption in service.

  • What will I need to do?
    You need to call 1-866-350-2492 to have your service transferred.

  • Is there a deadline for me to migrate my service?
    You will need to migrate within 10 business days after receiving the online message before your service will be impacted.

  • I have already migrated, why am I still getting the message asking me to migrate?
    You may continue to receive a message asking you to migrate for up to 2 hours after the migration is complete. If you continue to see the message after the 2 hours, please call customer service at 1-866-347-3292 for further assistance.

  • What happens if I do not migrate?
    After 10 business days your service with Agristar will be terminated.

  • Will I have a new term commitment or will Hughes honor the time spent as an Agristar customer?
    As part of the transition to Hughes, any existing service commitments with Agristar will no longer apply and there will not be any new service commitments with Hughes at this time.

  • Will I have an equipment warranty?
    Yes, as part of the restructured agreement, all former Agristar customers will receive a complimentary warranty extension on HN7000 and HN9000 equipment upon completion of their HughesNet order. The HN9000 warranty end date is 08/06/2010 and HN7000 warranty end date is 12/17/2009.

  • Will the new monthly service rate be any different from a standard Hughes customer?
    While Agristar's former customers will be offered the identical monthly rate available to all HughesNet customers, it's possible that the rate may be higher or lower than your current Agristar service rate. The best way to determine the new monthly service rate is to contact the Hughes order support line at 1-866-350-2492 for complete service rate details.

  • What services will Hughes offer to Agristar customers?
    Former Agristar customers will have access to a full suite of HughesNet tools and services. For additional information, please visit agristar.hughesnet.com.

  • When will I be able to return to Agristar?
    It‘s my understanding that the parties are currently in discussions on this subject, but we really can‘t speculate on when it will be resolved. Until that time, however, Hughes is committed to ensuring that your internet access service continues uninterrupted.

  • What is the contract situation?
    The status of current negotiations is not available to us at this time, but Hughes and/or Agristar will update you regarding any developments that affect your service.

  • Where can I get additional information about the migration?
    For more details, visit agristar.hughesnet.com
    Note: On this Welcome Page, there are links to instructions for registration steps for your modem. You should print these directions out but do not do the registration process until you have called 1-866-350-2492 and the transition to Hughes has been processed.

  • What are the maintenance options available to Agristar customers?
    Agristar customers will be eligible to purchase equipment protection through our Express Repair service. For more information about Express Repair, please click here.
     
  • How do I use the HughesNet Knowledgebase?
    For more information on how to use the HughesNet Knowledgebase click here. To go to the knowledgebase, go to the Customer Care Page and choose the Knowledgebase Search link. customercare.myhughesnet.com/


  • Who do I call for technical support or billing questions?
    After you have completed migration, call HughesNet technical and billing support at: 1-866-347-3292. Please be sure to tell the agent that you are an Agristar migration customer.

  • What information do I need to have before calling or contacting Hughes support?
    You will need to know your Site Account Number, which typically begins with DSS before you call Hughes support. Reference the Hughes Welcome letter that you received via USPS. Follow these links for more information on the SAN and Hughes Plans.

  • What if my service goes down? How fast can you repair it?
    All HughesNet subscribers have access to live technical support 24 hours a day, everyday as well as online help tools to troubleshoot the service. In addition, Hughes offers a service called Express Repair that delivers priority repair service to your home through a nationwide network of certified technicians. For more information about Express Repair, please click here.



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Account Management

  1. Will I be able to register on the HughesNet Customer Care page?
    Yes, you will be able to register on the HughesNet Customer Care by clicking here.


  2. How do I Login into HughesNet?
    To login into HughesNet click here .
     
  3. How do I manage my HughesNet account?
    To learn about how to manage your HughesNet account click here .
     

  4. Can I keep my Agristar e-mail?
    Yes! In addition, you will have access to 5 free email accounts from Hughes.

  5. Will I be eligible to create and maintain Hughes.net e-mail addresses?
    Yes! You'll keep your Agristar email addresses, and access them just like usual, whether through your email program or Agristar Web Mail. You will also have the option to create new Hughes email accounts for no extra charge. For more information about Hughes.net e-mail services, click here.
     
  6. What kind of tools will I have access to?
    You will have access to a full set of tools and services. You will have access to the same tools as any other Hughes customer. You can access the following tools by going to the Hughes Customer Care page. Click Tools under Self-Help or click Knowledge Base Search under Self-Help and choose 1284 Customer Care Page Features.


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Billing and Payments

  • What payment methods are available to me?
    For your convenience, Hughes offers a number of ways for you to pay for your account, for more details click here.
     
  • If I had pre-paid Agristar, how do I get the credits on my Hughes account?
    After you have completed migration, Please go to prepaid.hughes.com to open a case and submit supporting documentation regarding your previous pre-payment arrangement with Agristar. Please note that you will need your new Hughes site account number to initiate a claim.

  • After I fax in the complete documentation, how many business days should I expect for resolution?
    You should expect resolution within 5 business days of Hughes receiving all information and documents required.

  • What will be accepted as proof of pre-payment free months?
    • Cancelled checks
    • Bank statement
    • Credit Card statement
    • Agristar invoice

  • When I get my first Hughes invoice, will it be any different than the Agristar invoice?
    Yes. To get detailed information about the Hughes invoice click here .
     
  • What will happen to the charge or balance that was on my Agristar account?
    Please contact Agristar at 888-581-7827 for any previous charges or balance before becoming a Hughes customer.


  • Will I receive 2 bills?
    No, Hughes will be generating a single invoice for those transiiton to Hughes. If you are using an electronic billing method, you will not receive a paper invoice, but you can go online to review and print your invoices. For more details, click here. Customers without electronic billing methods will receive paper invoices and be subject to an additional manual invoicing administrative fee.
     
  • Will I be able to access view/pay without logging in on customer care page based on current challenge questions (SAN & Billing Zip Code)?
    Yes, you will be able to access view/pay without logging into the customer care page. For more details, click here.
     

  • I would like to upgrade or change my service plan- can I?
    Absolutely! Hughes will be able to support any upgrades or changes in your service plan. Contact the billing department toll free at 1-866-347-3292 for more information. .  


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Copy of the Welcome letter



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Date Created: 01/27/2009
Revision: 2.0