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Freshman

No internet

Case #'s-57734207/103464039/103487841 work#7534595. Installer came on 4-8-17 to upgrade to Gen 5. He was here 4 hours trying to figure out with Hughes Tech support why we weren't able to get activated. He left stating that tech support would be working on it. I called later that night & HughesNet tech stated they needed an installer to help figure it out. I called HughesNet & the company that dispatches the installers why the installers haven't called or showed up for the appointment. They tell me they will send the message to the installer. So how long to wait for internet? Can we stop the upgrade for now & go back to Gen4? Problem is the installer has our old modem. Please someone help!😤
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Moderator
Moderator

Re: No internet

Hi Carol,

 

Funny, I just got an e-mail from the engineers saying they have your site up and running now. I checked your diagnostics and this seems to support that. Can you please confirm that you can access the internet now?

 

Thanks,
Liz

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Moderator
Moderator

Re: No internet

Good morning milenders,

 

Thank you for posting, I'm sorry to hear this, we definitely want to get a tech out there ASAP and get you back online with your new Gen 5 service. I reviewed your account and I see a dealer was assigned to your case just this morning. They should be reaching out to you to set up an appointment. Alternately you may contact them directly to get the ball rolling:

 

Eagle Satellite

406-721-3662

 

If you have additional concerns, please don't hesitate to post back in the community. 

 

 

Thanks,
Liz

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Freshman

Re: No internet

Hi Liz, this is April 12,2017 & I still do not have internet or an installer. The people that were scheduled, Eagle Satellite tell me they do not service our area. I have called HughesNet & keep getting told an installer has been assigned, no they haven't. So here we sit waiting, in the mean time in order for me to get my work done I have to drive a mile to get a signal & sit in my car in the road. I would appreciate any help in expediting this Gen 5 install! The 2 previous modems that were installed did not work. Why? When other people are not having the same problem! Thanks in advance
Moderator
Moderator

Re: No internet

Good morning milenders,

 

Thank you for posting and providing this information, I just checked in our system and the latest notes support what has happened i.e. Eagle Satellite not servicing your area. A dealer that does service your area has already been assigned to you:

 

Eagle Satellite of Butte

(406) 782-0674

 

If they haven't contacted you this morning, I'd give them a call. 

 

Thanks,
Liz

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Freshman

Re: No internet

Liz, I contacted Eagle Satellite & they have not received a work order. When or if they do receive a work order, they won't be able to get to me till next week, maybe!?! This upgrade is turning out to be a major headache 🤕 😤
Moderator
Moderator

Re: No internet

Oh dear, thank you for telling me. I've escalated your case to our installations group here at corporate to see if they can expedite this process for you. I'll post back once I have any updates to share.

 

 

Thanks,
Liz

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Freshman

Re: No internet

Hi Liz, thank you for expediting the installer. He showed up, tried to get the internet, couldn't, so called HughesNet Techs, spent 5 hours on the phone, tried a 3rd modem & surprise, surprise, it didn't work either. So he left & we are again without access to the internet. So since we are in a contract together, we pay you money and you give us access to the internet, and you are not living up to your end, our next step is to bow out of the contract. I have a resolution however, our Gen 4 was working fine. A little slow but we had access to the internet. So how about you have the installer come back out with a gen 4 modem & get us back on? If not, please give me the steps to getting you back the equipment and us a refund. I hope we can rectify this the Friday before Easter 🐣 thanks so much, Carol
Moderator
Moderator

Re: No internet

Hi Carol, 

 

Thank you for this update, please check your PMs.

 

Thanks,
Liz

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Freshman

Re: No internet

Thanks again Liz. Here's hoping I have internet by Easter
Freshman

Re: No internet

Hi Liz, just another update, still no internet!