Forum Discussion

milenders's avatar
milenders
Freshman
9 years ago
Solved

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
    9 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?

     

Liz's avatar
Liz
Moderator
9 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
9 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
    9 years ago

    Hi Carol, 

     

    Thank you for this update, please check your PMs.

     

    • milenders's avatar
      milenders
      Freshman
      9 years ago
      Thanks again Liz. Here's hoping I have internet by Easter
    • milenders's avatar
      milenders
      Freshman
      9 years ago
      Hi Liz, just another update, still no internet!
      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        9 years ago

        milenders

         

        First, let me explicitly state that I'm NOT a Hughesnet employee, only a customer who is curious about something.  

         

        Was your computer not able to connect to the modem or was the modem not able to connect to the service?  It sounds more like the latter, but I'm just curious.

         

        This is just me thinking, and I'm probably wrong, and wrong to do so (LOL), but I wonder if something is going on with the radio.  I know that they have to physically reverse something on the dish's radio due to the polarization being different or the opposite with Gen5 compared to Gen4.  I wonder if that made something go goofy.  

         

        The chances of three modems being faulty is astronomical.  

         

        Again, I'm just a customer, and I'm not trying to put more questions into your thoughts.  I'm just curious and will find it interesting to know what they found was the problem.