Forum Discussion

milenders's avatar
milenders
Freshman
8 years ago

No internet

Case #'s-57734207/103464039/103487841 work#7534595. Installer came on 4-8-17 to upgrade to Gen 5. He was here 4 hours trying to figure out with Hughes Tech support why we weren't able to get activated...
upgrade
  • Liz's avatar
    Liz
    8 years ago

    Hi Carol,

     

    Funny, I just got an e-mail from the engineers saying they have your site up and running now. I checked your diagnostics and this seems to support that. Can you please confirm that you can access the internet now?

     

milenders's avatar
milenders
Freshman
Hi Liz, this is April 12,2017 & I still do not have internet or an installer. The people that were scheduled, Eagle Satellite tell me they do not service our area. I have called HughesNet & keep getting told an installer has been assigned, no they haven't. So here we sit waiting, in the mean time in order for me to get my work done I have to drive a mile to get a signal & sit in my car in the road. I would appreciate any help in expediting this Gen 5 install! The 2 previous modems that were installed did not work. Why? When other people are not having the same problem! Thanks in advance
Liz's avatar
Liz
Moderator
8 years ago

Good morning milenders,

 

Thank you for posting and providing this information, I just checked in our system and the latest notes support what has happened i.e. Eagle Satellite not servicing your area. A dealer that does service your area has already been assigned to you:

 

Eagle Satellite of Butte

(406) 782-0674

 

If they haven't contacted you this morning, I'd give them a call. 

 

  • milenders's avatar
    milenders
    Freshman
    8 years ago
    Liz, I contacted Eagle Satellite & they have not received a work order. When or if they do receive a work order, they won't be able to get to me till next week, maybe!?! This upgrade is turning out to be a major headache 🤕 😤
  • Liz's avatar
    Liz
    Moderator
    8 years ago

    Oh dear, thank you for telling me. I've escalated your case to our installations group here at corporate to see if they can expedite this process for you. I'll post back once I have any updates to share.

     

     

    • milenders's avatar
      milenders
      Freshman
      8 years ago
      Hi Liz, thank you for expediting the installer. He showed up, tried to get the internet, couldn't, so called HughesNet Techs, spent 5 hours on the phone, tried a 3rd modem & surprise, surprise, it didn't work either. So he left & we are again without access to the internet. So since we are in a contract together, we pay you money and you give us access to the internet, and you are not living up to your end, our next step is to bow out of the contract. I have a resolution however, our Gen 4 was working fine. A little slow but we had access to the internet. So how about you have the installer come back out with a gen 4 modem & get us back on? If not, please give me the steps to getting you back the equipment and us a refund. I hope we can rectify this the Friday before Easter 🐣 thanks so much, Carol
      • Liz's avatar
        Liz
        Moderator
        8 years ago

        Hi Carol, 

         

        Thank you for this update, please check your PMs.