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No service over 2 weeks.

Kim7
New Poster

No service over 2 weeks.

For the second time in a few months service cut off on the 15th of the month. Last time it was restored soon after the first of the month. No notice. TX code10.

Also, when I exceed my daily 250, I am not allowed to use my tokens or buy new ones.

17 REPLIES 17
maratsade
Distinguished Professor IV

Re: No service over 2 weeks.

Hopefully the reps will reply to you soon. On this site, they work business hours M-F, so there may be a bit of wait. 

Remy
Moderator

Re: No service over 2 weeks.

Kim7,

 

Thanks for reaching out and welcome to the Community! I was unable to find the account tied to your Community profile, so please send a direct message with your account number or phone number to this link, and we'd be happy to look into this for you!

 

Thanks,

Remy

Kim7
New Poster

Re: No service over 2 weeks.

So far, the only 'solution' offered was a pitch to upgrade, then no response when I refused to consider it until my problem was addressed. Either my "older system" is viable or it is not. So far, it has been a total of 5 weeks of service denied over the last few months. 

Remy
Moderator

Re: No service over 2 weeks.

Kim7,

 

I recommended the upgrade to Gen5, because the system you are currently on is much older in terms of plan and equipment, and is more difficult to fix. We never received a response to the message regarding the upgrade, but would still be more than happy to help with the current system you're on as well.

 

Thanks,

Remy

Kim7
New Poster

Re: No service over 2 weeks.

I replied to the private msg you sent. I do not understand why you would not have recieved.

But OK then. Let's begin.

Kim7
New Poster

Re: No service over 2 weeks.

Replying to another private message asking me if I can send a screen shot of the tokens screen in system control center. No, because I cannot access that page due to the NOC outage. Get me back online with Hughesnet and then we can deal with that. 

Remy
Moderator

Re: No service over 2 weeks.

Kim7,

 

The reason I private messaged is because the screenshots necessary would contain private information, that shouldn't be publicized. What do you mean by your service being cut off? Are you referring to running out of data, or do you currently have no connection? Have you attempted power cycling the modem by unplugging from the power box and plugging it back in? We need preliminary information before we can proceed due to the age of the system.

 

Thanks,

Remy

Kim7
New Poster

Re: No service over 2 weeks.

My system status is red. My transmit status is Tx code10: Can't communicate with the NOC. I have power cycled and restarted often over the total of 5 weeks I have not had service. 

Remy
Moderator

Re: No service over 2 weeks.

Kim,

 

Thank you for the information! I've gone ahead and set up a dispatch for a technician to come out and take a look. The tech company handling your case will be giving you a call to set up a time and date. I've gone ahead and waived the normal technician fee to help out, and I'd definitely recommend the upgrade! Please let us know how the tech visit goes!

 

Thanks,

Remy