For Liz- Also posted in Amanda's chat-
For Amanda - Kudo's to your system engineers and System software folks for resolving most of the issues and getting the system back up. As a retired Chief Systems Engineer specializing in advanced system architecture and security, and having been in similar situations, I know the dedication, knowledge and effort required to resolve a problem of that magnitude. I have been a customer since the early Direcway days and never has there been a problem of this magnitude. Despite what some are saying about support, my experience has been overwhelmingly positive. Please give my compliments on your support and recovery efforts to at least your Division VP. (I can remember when Hughes was only doing "Black" things) . A comment - more information tends to reduce speculation and complaints!
for Liz - Thank you for your explanation of the cause of the system outage. (from a personal curiosity standpoint it would be interesting to know what computer subsystem caused it but I understand proprietary). Knowing something about how satellites work and are controlled , although nothing about the current SPACEWAY satellite, I am surprised that in the current solar environment we have not had more issues. Although it's clear that I do not use the system in ways that others do and although satellite is the only viable internet in my location (no cell phone either!), the reliability of the system is commendable. I think that the company offering comps for something beyond their control is also commendable. Noting some of the other comments (the polite ones!) a very simple explanation on cost and control of the redundant systems used for backup on the bird by one of your systems engineers might explain the "maintenance" and backup process and might calm some of the misconceptions by others. I also understand why you might not think it necessary!