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Thank you for reaching out and I am sorry to hear you are experiencing this. I also apologize for the delay in response. I took a look into this and ran diagnostics on your equipment myself. I can definitely confirm that your signal strength is extremely low but the modem itself does seem to be functioning properly. This means a re-point is required and a possible radio replacement as well. The radio replacement depends on the results after the dish has been re-pointed. If you do end up having a technician come out, they will have a radio transmitter replacement ready to be installed, just in case. While I do wish this could be resolved remotely, a re-point of the dish and possible replacement of the radio would need to be performed by a technician on site.
At this time, your options are to have a technician sent out either by calling our support number or having me process one specifically, or upgrading to GEN 5. Both of these would resolve this issue but based on your previous comments, I'm sure a repair is what you are leaning more towards. Please let me know what you would like to do going forward.
The reps on this site will have to check your modem remotely -- they will be back on Monday.
Being that it was giving a signal strength of 15 it's likely that it's not the modem, but rather more having to do with either a pointing issue or an issue with the radio itself, though anything's possible.
Unfortunately, the reps won't be back until Monday, but they'll likely reply then. If you don't want to wait until then, you can call tech support at 866-347-3292.
For future reference, it's generally not a good idea to do anything with the coax fittings at the dish. These normally have a seal, or at least some dielectric grease, providing protection from moisture. Opening them can negatively affect that protection.
Your best bet is to wait until the reps on this site are back next week. They can run remote diagnostics on your equipment to figure out what's going on, and they can dispatch a tech if needed.
The support team on this site usually responds within 24 to 48 business hours -- hopefully they will reply today or tomorrow. For more immediate assistance, try the phone or the chat reps.
Any tech support available to help me today?