Hi PoppaJohn,
Thank you for letting us know you're able to play again. I've let engineering know. Feel free to drop by the community again if you have additional concerns.
Hi Poppajohn,
Thank you for your patience while we looked into this. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.
Thanks for looking into this Liz, it would be even better if you had a solution. Would you please let me downgrade back to my Gen 4 modem, sattelite, and service? This is ridiculous to be paying over $100.00 a month for "upgraded" service that doesn't do what the old service did. On 1 of the many occasions I called "customer service" one of your techs asked me to hold for a minute, reset or did something, told me to wait about 15 minutes for an "upgrade" and then restart modem and computer and everything worked for about 2 days then it went back to not working again. I have tried several different computers, restarted, rebooted, and waited hours for "tech support" that was a joke, and I am tired of it. Please let me have my old service back. The biggest problem I have right now is that I can not do what I used to be able to do, and have lost several hundreds of dollars in upgrades and gameplay I used to enjoy, spent countless hours on the phone with people that did not know what they were doing but were reading a script and entering answers to go to the next question. I am done, Exausted from trying to use "Gen 5" to do what Gen 4 allowed me to do.
Unfortunately, downgrading back to Gen4 isn't possible. Only Gen5 service is available for new connections, and a person's older Gen4 service, when decommissioned, can't be reactivated. :(
Why not? It worked fine till the guy came out and repositioned my dish and put this new HT 2000W Modem in. If the new and improved Gen 5 isn't working for me what am I supposed to do? I have spent a lot of time and money for a product that is not working as good as the old model was, and that I can not access the site I want to, though with the old service it worked fine, so now I am paying more money for a "new, faster, and improved" service that is not working for me, so what do I do? Surely someone can send the guy back out with my old modem and he can put my dish back to where it was, or are you trying to tell me that it is not physically possible? I don't believe that, sorry, but it is physically possible to restore me to where I was before you guys "upgraded" me. I am getting tired of this.
Whether it's physically possible to connect someone back to Gen4 I have no idea, but I do know that Gen4 is not available anymore for starting new service, which is what it would be, and I know that they simply do not connect people to Gen4 service anymore.
Again, whether it's physically possible or not, I can't say, but I do know that they do not downgrade people to Gen4. I'm sorry, but it's not going to happen.
With that said, I'm certainly not trying to downlplay your situation, nor your frustration, which is most definitely valid and justified.
