Thank you for your suggestion. I have made numerous calls to lower level Hughes tech support, who in turn contact Advanced tech support, who are well aware of the problems we are having. They have never relayed a request for screen shots of my error messages or for any other details with regard to our malfunction for that matter. After all, these error messages do originate with Hughes, not with some third party, so they know what we are seeing. The only response from Advanced tech to date is a message via lower level tech that they are working on it. I hate to sound churlish but after four plus days that's not very reassuring; it does get a bit frustrating.
There's a certain procedure to get things done on this site. Your choice to do them or not, of course, but if you don't provide the information requested, you won't get help on this site. You can of course continue working with the phone reps as you were before.
I didn't know that we had to make a choice and were restricted to only one approach in seeking solutions to problems with the Hughes systems. You have been very helpful. Now, could you provide some means for us to reach you so that you can explain to my wife why her email is still not working after almost five days?
I didn't know that we had to make a choice and were restricted to only one approach in seeking solutions to problems with the Hughes systems.
You aren't restricted to one or the other, but if you want Liz's help you'll need to answer her questions and provide what she asks for.
With that said, something that may help you to decide whether you want Liz's help is that, unlike the phone reps, Liz is a corporate employee with direct access to the engineers. After fifteen years as a HughesNet customer, I can tell you that if I need help and I still have internet access, I don't bother calling them. I go straight to the source, as do just about all of the other "regulars" here, with that "source" being the corporate reps who help via this support community.
So Gabe, are you a "regular" here because you have had so many problems with the Hughes system that you just stay permanently logged on or is it because you just don't anything better to do? I have been a reluctant user of HughesNet for twelve years and have experienced periodic periods of email outage which I believe have been mostly self induced by Hughes when they perform maintainance on the system. When these outages occurr it really doesn't matter who you call or contact, it takes a long time before things are put right and all user interfaces are back to normal. Rather than use this forum as a back door to preferential treatment, I would prefer to see it as a portal direct to the tech personnel who are actually doing the work, that is available to all, so as eliminate the long wait times when holding on the phone and relaying information via lower level tech support. Posted problems could be sorted and dealt with on a rotary with those more general, and affecting the most customers, dealt with first. For more general problems a daily note posted here or added as a bulletin to the phone support autoanswering system would eliminate a lot of unnecessary phone calls as well. Until Gen 5 arrives in rural areas we are stuck with services such as Hughes but it could be a lot better.
So Gabe, are you a "regular" here because you have had so many problems with the Hughes system that you just stay permanently logged on or is it because you just don't anything better to do?
No. Actually, I'm a regular here because I enjoy using my knowledge and experience with HughesNet to help those who are having issues with their service and to help people get the most out of the same, though I'm sure you thought your condescending little dig would have me running for the corner as a blubbering mess. Perhaps you're unfamiliar with the concept, but it's called giving of oneself.
When these outages occurr it really doesn't matter who you call or contact, it takes a long time before things are put right and all user interfaces are back to normal.
And it takes even longer when a rep tries to help you and you treat that attempt as frivolous. And it's not preferential treatment. It's simply a method of getting help that is staffed by corporate reps.
Good luck to you.