denises,
Perhaps your service and or support experience would have been better had you take the time and interest to respond to your one and only post here in the Community.
That would be this one from 3 months ago:
https://community.myhughesnet.com/hughesnet/topics/fb-problems
Doing remote support is a process of divide and conquer along with a bit process of elimination.
You have to be involved in the process.