As with the support systems of many companies, they are comprised of tiers.
The different tiers act as "filters" so that ideally the more serious issues are escalated to the next tier.
In many cases the lower support tiers are outsourced.
Actually Hughes has come a long ways in the last few years. Something over 50% is stateside.
As to why it so difficult to use ?
A satellite connection is a good deal more complex than ground based systems and is complicated by the fact that most users are located in remote location so the user simply must participate in the troubleshooting process.
Frankly, your best support bet is right here in the Community.
The forum Mods are Hughes employees at the corporate level and have access to all the Hughes resources.
In the "off hours" there are a number of long term fellow Hughes subscribers that are very familiar with Hughes systems as well as computer and networking.
If you are still having issues I suggest that you post the details of your problem as well as some basic facts: Modem type (HN7000s, HN9000, HT1000/1100), Plan level, Operating System and a description of your "Network" (direct connect, router ...make, model, version).
Problem is, they don't want to escalate you to tier 2 or tier 3; no one would transfer me to someone else. Hence, the circles we talked in. And while I appreciate that some people want to chit chat with people from around the world, I prefer to just solve my problems.
And while I also appreciate those of you who have been here for a long time and have the answers; again, I don't have an IT degree, and although what you say makes perfect sense to you, I need "answers for dummies" - very detailed, where to find things on the computer, no abbreviations, and no assuming that I "should know" what you are talking about. I am new to satellite based internet service, and so far, I'm none to happy with it.
Unplugging the Ethernet cable for a few hours and then plugging it back in is not the solution
I have installed Glasswire. on my computer. Unfortunately, I do not understand how to use the data it provides. And there doesn't seem to be any explanations that I can understand in the software itself.
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