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Spaceway Service Update -#3

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Katie0
Admin

Spaceway Service Update -#3

We are currently experiencing an interruption of Internet service for our Spaceway customers. Our network engineers are working to restore service as quickly as possible. We don't anticipate service to be restored until sometime in the early afternoon on Wednesday the 5th. We apologize for any inconvenience this may cause you. Additional updates will follow.
42 REPLIES 42
James Bishop
New Member

Better get a bill credit or something. ..
Stephen Doonan
New Member

Thank you for working on it. I already checked my computer, HN9000 modem etc., and all looked fine. But the modem diagnostics said 5 messages sent to satellite, 0 received. I went to downdetector.com and discovered I'm not alone. Seems some people all over the US are experiencing the same inability to communicate with the satellite. (August 4 and 5, 2015)
david1463
New Member

Wish we would get an email when something like this happens I thought my modem had gone out .got on my phone to chk Hughesnet website and nothing said about outages that should have been front page news .
William Sulliva
New Member

How can you get an email if your connection is down?
Jennifer Bullin
New Member

Some of us use our Hughes Net for online classes and a 24 hour service interruption is really unacceptable. I hope a plan is put in place to avoid this in the future. Between this and the extra I pay for access to reasonable amounts of data, I will be looking into other options. I'm extremely disappointed in the lack of information we are being given as to what is causing this problem and what compensation we will receive to address the inconvenience this has caused.
Jennifer Bullin
New Member

I can access my email using my cell phone's data.
byronmusick
Spectator

Our internet connection went down yesterday, nothing I have seen before. How can I find out if we are using Spaceway Service?
Robin S
New Member

Even if you don't like Twitter, it's a place you can go to get an update about whether or not there is an outage.
Michael Roides
New Member

You guys still having problems with the internet it's been 24 hours now
Robin2
New Member

They were probably hacked by a 6 year old in China.
Linda Winstead
New Member

I'm in Southern VA and mine has been down since around 6 pm on 8/4. I assume I'm a Spaceway customer even though I've never heard of it. I will be looking forward too a bill credit. (Yeah, right!)
PatrickFisher
Employee

If you have a white modem that says "HN9000" on the front, your service is over the Spaceway satellite. 
BirdDog
Assistant Professor

Makes me think nobody here ever had their car breakdown. Stuff happens, nothing made by man is perfect.
I understand people who use it for business or school are really in a bind but really should have a backup plan in place just like for anything else that extremely important in life.
I'm on Jupiter satellite so easy for me to say I suppose. My world would not come to an end though if I lost service for a day or two. 
I'm very sure they are working extremely hard to get service restored ASAP. All the sniping isn't going to get it fixed any quicker.

This comment is not directed at any one person here but if you want to take it personally and go off on me I'm ready. Pretty much expect it. Also, I'm 99.9% sure they will compensate people somehow once this is all over.
cwboyrobert
New Member

I agree with david, an email and update emails would have been nice. When mine went down I called tech suppott and had to go through the walk through with the tech. After doing all that he comes back saying an email came saying maintenance problems and would be ip in an hour. This happened yesterday about 5pm.
nightgypsy
New Member

Yes stuff happens and it would be one thing if I thought that was all this is. But I wouldn't be surprised if it is another ploy to get us to upgrade our satellite equipment and get us off the Spaceway. I got home one day and my father told me Hughesnet had called and offered him a free upgrade and that they were coming out for an appointment the next day to do it. I handle all the internet, cell phone and tech stuff for my family because they don't get stuff and I know the stuff that needs to be asked. So I called customer service and they confirmed the appointment. I said ok that is fine but it will not affect our plan will it? They said well, you will be moved to a new and improved plan, you cannot keep the old one. So I told them to cancel the appointment and not to call us and be shady anymore. Changing someone's plan is an important detail not to mention. We have a crappy 425MB per day limit but with the bank they added in a few years back it gives us about 1GB per day if we didn't use much the day before. And between the hours of 2AM to 7AM we have unlimited bonus time. We can't afford to lose that unlimited bonus time because that is when I can do computer updates such as windows or antivirus or whatever. And iTunes updates for our iPhones and iPads. Not to mention my son and I are students and many of our online classes require us to watch videos. The hours of our bonus time are not convenient but at least we are able to do what we need to do. With the be plans and a bonus time limit of 20GB per month I think it was, there is no way we could make it on that. According to the rep I spoke with to cancel the above appointment I spoke about, they were planning to close down the Spaceway satellite and people would have to move to it eventually. So, now you might understand why I and others might be suspicious of what is going on.
KarenKlomparens
New Poster

Can't get through on the support number so I called exe support, they gave me 2 days credit.
byronmusick
Spectator

Thanks Patrick, that would be my modem... 😞
hillbillyely
New Member

I agree that we ought to either get a one day credit on our bills, or get a free 1-gig token or something. I don't have cell service in my area, so I can't check email or any messages during the service outage.
spicer
New Member

I agree a notification would be nice. Living in rural Nevada, I too went thru all the motions of resetting the modem , computer, network etc... I have told the techs from India in the past, and as a customer for over 15 years and many down times......just let me know if it is a solar flare or asteroid so I can stop dismantling my computer ...okay? Since it comes from outer space, I hope it is not a large space accident and easily fixable 😉
fiddlebanshee
New Member

Absolutely. The silence from Hughesnet is pathetic