Forum Discussion

hellovolchitsa's avatar
hellovolchitsa
Sophomore
2 years ago

Internet Doesn't Work At All In FAP Since Last Sunday

Hello, Last Sunday, something seemed to happen to my internet service. Now, I've had this service for years, and I'm regularly in FAP. I understand it slows down; it is usable for me, and I happil...
  • Remy's avatar
    Remy
    2 years ago

    hellovolchitsa,

     

    Thank you for reaching out! We appreciate the detail you've gone into, and would love to help out. Is this month the first time you've experienced these issues with FAP? Our email team doesn't have all the tools available to them that an agent over the phone may, so they will likely attempt to reroute you there unless it's an issue that can be resolved easily.

     

    In regards to the accidental token purchase, I have gone ahead and added a $30 credit to cancel out the purchase on your account!

     

    Upon taking a look into your account, it seems you're experiencing some issues with alignment, which are likely contributing to the problems you've been experiencing. I've gone ahead and created an order for a technician to come and check out the site. This visit is complimentary, and the technician company will be reaching out to you in order to set up a date and time that works best! Please let us know how the visit goes, and if the issues you're experiencing persist after the repair!

     

    Thanks,

    Remy

maratsade's avatar
maratsade
Distinguished Professor IV

Someone else is having what sounds like a similar problem to yours -- their speeds in FAP were slower than expected. They're on a different beam than yours, but I wonder if some beams are degraded. The reps will be here tomorrow, and hopefully one of them will reply to you. 

hellovolchitsa's avatar
hellovolchitsa
Sophomore
2 years ago

Thank you. I was surprised at how similar my issues was to the other poster and how they started around the same time. I'm hoping there's some answers and solutions to be had for both of us. (:

  • Remy's avatar
    Remy
    Moderator
    2 years ago

    hellovolchitsa,

     

    Thank you for reaching out! We appreciate the detail you've gone into, and would love to help out. Is this month the first time you've experienced these issues with FAP? Our email team doesn't have all the tools available to them that an agent over the phone may, so they will likely attempt to reroute you there unless it's an issue that can be resolved easily.

     

    In regards to the accidental token purchase, I have gone ahead and added a $30 credit to cancel out the purchase on your account!

     

    Upon taking a look into your account, it seems you're experiencing some issues with alignment, which are likely contributing to the problems you've been experiencing. I've gone ahead and created an order for a technician to come and check out the site. This visit is complimentary, and the technician company will be reaching out to you in order to set up a date and time that works best! Please let us know how the visit goes, and if the issues you're experiencing persist after the repair!

     

    Thanks,

    Remy

    • hellovolchitsa's avatar
      hellovolchitsa
      Sophomore
      2 years ago

      Yes! In fact, this was the first *week* I've experienced these problems. It just suddenly happened and now, my service doesn't work in FAP at all - nothing loads without a dozen refreshes, and even then, doesn't load properly.

      Thank you so much for the refund! I'm so sorry about that. I should have known better than saying "agent" a dozen times on the phone, lol! I appreciate that help so much.

      And ah, alignment! I wonder what messed it up, but we did have a storm recently (the hurricane/tropical storm actually) that knocked down some branches. None were right on top of the dish, but I think maybe close enough to have hit it about - or maybe just the wind/rain messed it up. I haven't gotten a call yet, so hopefully soon! I appreciate this so much, I hope this solves my issues!