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New account modem problems

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Distinguished Professor IV

Re: New account modem problems


@JBannon wrote:

OK, the state code is 12.7.1


It's good that you were able to get it.  I'm sure that will help @Damian in determining the next step to take.


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Moderator

Re: New account modem problems

@JBannon,

 

Thank you for providing me with this information. Originally, I had stated that your issue did not appear to be weather-related, as the weather in your area was not poor at that time I ran diagnostics. I had a suspicion because your system light was off but everything else was still illuminated. This means the equipment is most likely operational and the problem lies with signal/transmission. I now see that there has been persistent cloud coverage in your area. The state code you just posted is associated with an error in our greeting system between all points of transmission. This error happens when there is heavy tree coverage or cloud coverage that causes an interuption in this process. On top of this, you state the service worked for about a week and then began to have issues right when the cloud coverage started, according to your local forecast. At this time, the best thing we can do is wait for the weather to clear and run diagnostics again. More than likely, the service will return with no issue. I do apologize for the inconvenience. 

  

-Damian 

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Freshman

Re: New account modem problems

I think it's pretty unlikely that I haven't had internet service for three weeks now because of clouds. First of all, there have been plenty of days here during that period that have had little or no cloud cover. And second of all, none of the marketing materials that I saw about Hughesnet mentioned anything about the service only working on clear days and nights. As for tree cover, it's the same today as it was a month ago when the system was installed, as I'm sure you could guess. Please let me know when I can expect my system to resume working or how I can go about getting a full refund. Thank you.

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Freshman

Re: New account modem problems

I've checked the state code several more times during clear weather since you posted this and the result is the same state code and a complete lack of service. Please advise next steps

Moderator

Re: New account modem problems

@JBannon,

 

There is a chance that this state code is hiding a real issue that cannot be detected remotely. If you would like, we can send a technician out there to check the equipment on site. While I will not be able to provide any type of refund through this platform, I will be able to send a technician out free of charge. If you would like this, please private message me with days and times that would work best for you. Keep in mind scheduling an appointment for a specific day may be difficult depending on the availability of the technician. Because of this, I will review the schedule based on your answers and present you with the ones that match the closest. Also, please include a primary email and the name and phone number of the person most likely to be there for the repair, in your private message to me. This person does not have to be yourself, but they must be over 18 years old.

 

-Damian 

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Moderator

Re: New account modem problems

@JBannon,

 

Thank you for providing me that information. I was successfully able to schedule an appointment for Monday, May 18, 2020 between 02:00 PM-05:00 PM. The scheduling department will call you to confirm this appointment. Once they do, you can change the scheduled date as needed. Also, the fee has been waived due to the amount of time you have been without service. For further compensation, you will need to call our support line. 

 

Please update us here as soon as the repair is complete. I am confident the technician will be able to resolve this. 

 

-Damian 

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Freshman

Re: New account modem problems

The problems were solved. The tech missed the first appointment due to a break down, but showed up the next day and got the service repaired. Apparently the initial installer had failed to tighten the bolts on the satellite dish, and the modem had a problem as well, so he replaced it. I'm happy that after a month I have service again. Thanks for your help.

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Moderator

Re: New account modem problems

@JBannon,

 

 I am very glad to hear this was able to be resolved. Please feel free to reach out again if you ever need assistance in the future.

 

-Damian