Forum Discussion

Heftig's avatar
Heftig
Freshman
5 years ago

Keep Losing Gateway Connection

Hello all, we've had service for over a year now and though it's been a bit slow at times the reliablility has been excellent until a couple days ago.   We had a really bad windstorm and in the eve...
connectivity
disconnections
Gateway
Performance
  • Liz's avatar
    Liz
    5 years ago

    Good morning Heftig,

     

    Thank you for your patience while we worked to address your concerns. Our field services department has assigned a new local dealer to handle your site visit. You'll be contacted soon for scheduling. If you still have any other concerns, please don't hesitate to drop by the community again.

     

    Thanks,

    Liz

     

Liz's avatar
Liz
Moderator

Hello Heftig,

 

I see it's your first post here, so welcome to the community! After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering.

 

Your dispatch is currently scheduled for our earliest available slot: Thursday, Jan 16, 2020 between 11:00 AM-02:00 PM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed.

 

Please let us know how the site visit goes.

 

Thanks,

Liz

 

Heftig's avatar
Heftig
Freshman
5 years ago

Hello Liz, thank you for the very prompt response and for the welcome.

 

Unfortunately I can't report any good news, I have yet to recieve any confirmation call for the appointment and no technician has arrived. I called Tech Support and the automated message said an appointment is schedueled but no technician has been assigned, when I got through to a rep and spoke to someone they tried twice to call the 'dealer' while I was on hold but recieved no answer. The rep gave me the number of the dealer and advised me to try and get in touch and discuss the appointment with them directly, I have called the number three times since this morning and noone will pickup the phone. While dealing with this I also came to notice that my phone number on my account reverted back to my old address, (I move a couple months ago and updated it to my new number), so I'm now concerned the techinician (or whovever they work for) doesn't have my correct telephone number and that's why the appointment hasn't be confirmed. I believe the number has been updated correctly while I was on the phone with one of your reps, but will that show up in their systems or is the original ticket you sent them yesterday the only source of contact info? While I've been waiting I've been spamming refresh on the status page and saw two more errors:

 

State Code 30.1.1 -- Web accelleration connection in backoff state

State Code 12.1.9 -- A transmit problem has occurred

 

The most confusing part of all of this is how strong the signal is, it's been 110+ all morning but my connection is just as unstable as ever.

 

Again, thank you for your time and I hope some solution can be found soon, for the most part we've really enjoyed our HughesNet service and it's been a huge step up from the dial-up service we had before lol.

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hello Heftig,

     

    Thanks for this update. Please private message me the correct address and contact number so I can ensure that what we have on file is correct, and then I'll escalate this to our field services department here at corporate to ensure we get a tech to your site to address your concerns.

     

    Your cooperation, patience, and understanding are much appreciated.

     

    Thanks,

    Liz

     

    • Liz's avatar
      Liz
      Moderator
      5 years ago

      Good morning Heftig,

       

      Thank you for your patience while we worked to address your concerns. Our field services department has assigned a new local dealer to handle your site visit. You'll be contacted soon for scheduling. If you still have any other concerns, please don't hesitate to drop by the community again.

       

      Thanks,

      Liz

       

      • Heftig's avatar
        Heftig
        Freshman
        5 years ago

        Good morning Liz,

         

        I don't think a site visit will be neccessary anymore as the issue has, to all appearances, resolved itself. Since we last spoke our connection continued to deteriorate to a nearly unusable state (being connected for only a few moments at a time between long periods of no internet) and then suddenly late Saterday night everything went back to normal, we had internet connection as fast and as stable as ever, I was waiting a couple days to see if either the connection went bad again or I heard back from you since I had assumed the issue was on your end since we didn't change anything here. But everything seems to be fine now, I just got off the phone with your other office and told them not to send anyone out since there really isn't anything apparently wrong.

         

        Thank you for your prompt and courteous responses during this unfortunate affair, have a lovely day and hopefully we won't be in touch anymore, ;)

        ~ Heftig