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New Gen 5
Hello, I am a new customer that just got Gen 5 installed yesterday. Last night while my wife and I were using it we noticed things were very slow. Before getting the service I did my research and k...
Hi Roseht,
Thank you again for replying to my PM and working with us to address your concerns. All the details are in my last PM to you. Please don't hesitate to contact us again if you have any additional concerns, we're glad to help.
Good morning Roseht,
Welcome and thanks for posting. I was able to pull up your account and confirm that you are on EchoStar 17, which is odd. Let me investigate further as to why. As C0RR0SIVE indicated, we're not yet providing Gen 5 plans via EchoStar 17.
Your cooperation, patience, and understanding are much appreciated.
Thanks for the update. I'm sure it's well known but it was very slow again last night, hoping this can be resolved soon.
Hi Roseht,
Thank you so much for your patience as we investigated your account. Apparently there was no mistake, you are pointed at EchoStar 17 because you're located in an area not covered by EchoStar 19. Here's a map of the EchoStar 19 beams in blue, it might be hard to see since the EchoStar 17 beams are underneath in white. You'll find that a large portion of Wisconsin, as well as Iowa, is not covered by EchoStar 19.
We definitely want to address your speed concerns, so I ran diagnostics on your site to ensure the HughesNet equipment is functioning properly. I see there may be something the matter with the radio or at least the connection to it. Can you please ensure that the coaxial cable connected to the HughesNet modem is tightly connected? Once that connector is confirmed to be secure, please let me know so I can run new diagnostics.
Your cooperation, patience, and understanding are much appreciated.
Love the map, would there be any way to see the coverage of Spaceway 3 for those of us that are intereted?
*edit* never mind, I found the satbeams website. :)
Liz wrote:Thank you so much for your patience as we investigated your account. Apparently there was no mistake, you are pointed at EchoStar 17 because you're located in an area not covered by EchoStar 19. Here's a map of the EchoStar 19 beams in blue, it might be hard to see since the EchoStar 17 beams are underneath in white. You'll find that a large portion of Wisconsin, as well as Iowa, is not covered by EchoStar 19.
It is situations such as these that cause me great concern on signing up for an upgrade to Gen 5. Everyone makes "Gen 5" sounds so great, but in fact your chances of realizing the promise of a Gen 5 upgrade hinges on whether you'll be able to use J2/EchoStar19 with the HT2000W modem. It seems like the sales force is fine with selling you something they call Gen 5 that isn't really that configuration. The squishy language and hype is very disconcerting. How can I be ABSOLUTELY certain that when I order an upgrade that it is going to be on the J2/EchoStar19 with the HT2000W modem? I was surprised to hear that J2/EchoStar19 doesn't cover the whole continental US. A sales rep assured me it did and that it was certain I would be serviced by it. I'm sorry, but the map you provided is undecipherable to me. I can't really pinpoint where I'm located on that map and even if I could the overlay's seem meaningless to me. Sorry to be so dense -- maybe my poor eyesight is a factor. Can I really expect to get an honest answer to the question I pose from the sales force. Sorry, to be such a cynic when it comes to the hughesnet sales force, but I've seen SOOOO many horror stories on this board that makes me feel that way.
Liz wrote: Here's a map of the EchoStar 19 beams in blue, it might be hard to see since the EchoStar 17 beams are underneath in white. You'll find that a large portion of Wisconsin, as well as Iowa, is not covered by EchoStar 19.Forgive me for being unable to read / comprehend the map to which Liz refers. Can someone who does understand it look at my location (see below) and tell me if I'll be served by an EchoStar19 (J2) beam?my location
Thanks.
If that is where you are physically locatd then yes, you should be in Echostar 19/Jupiter 2 range.
Hi tampasteve1,
Glad you found that satbeams site, it's pretty cool! Spaceway 3 coverage is pretty easy--it covers all of the continental US. Pre-EchoStar 19, this enabled us to provide service to those outside of the EchoStar 17 footprint, so if we found someone outside of that footprint, they could at least get coverage from Spaceway 3.
