Forum Discussion

kimclawson's avatar
kimclawson
New Poster
6 years ago

Low connectivity error message and I have to pay to have it fixed?!

I have a TCL Roku tv. About a month ago, the Amazon Prime app stopped loading, with an error message stating "Low Connectivity." The Hulu app started doing the same this week. Neither app will load, ...
Low connectivity
pay to fix
Performance
  • Liz's avatar
    Liz
    6 years ago

    Good morning Kim,

     

    Just checking in on your site and I see the tech visit was completed and that your bent dish was replaced with a new one. I ran diagnostics on your HughesNet system just now and I'm happy to see that all is working properly now.

     

    If you have any other concerns about the HughesNet service, don't hesitate to reach out again.

     

    Have a good weekend!

     

Liz's avatar
Liz
Moderator
6 years ago

Hi Kim,

 

Thanks for posting, I can understand your frustration with that situation. I pulled up your account to investigate what happened, and to clear things up, you were transferred to a third party tech support service, Home Tech Support (HTS). The $150 annual coverage and $99 for a one time fix are HTS' fees. You were transferred there to address optimizing your Roku for best performance, since Roku is a third party device. HughesNet support is always free and primarily supports the HughesNet service and its equipment. 

 

One thing you can try regarding Roku connectivity is disabling Interference Mitigation in your Roku settings.

  1. Start up the Roku and get to the home screen.
  2. Press these 10 buttons quickly: HOME-HOME-HOME-HOME-HOME-FFWD-PLAY-REWIND-PLAY-FFWD
  3. Select “Wireless Secret Screen” from the menu choices
  4. Select “Interference” from the menu choices
  5. Choose “None”

If you run into any issues with the above steps or have questions about those, it's best to contact Roku Phone Support: (816) 272-8106.

 

Regarding the HughesNet equipment and service, I've run diagnostics on your system and found the equipment working normally. However, the speed the HughesNet modem is receiving is not where we would like it so I've decided as a courtesy to dispatch a technician to do a complete review of your site. Your dispatch is currently scheduled for our earliest available slot: Thursday, Mar 7, 2019 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #119061763 if you need to reschedule. Please let us know how the site visit goes.