I have had a host of problems since becoming a hughesnet customer 1 year ago. I live in an extremely remote area of the county in the Sierra Nevada mountains in California at a high altitude (7000 FT). Weather is suprisingly calm for that high of elevation -- very little precipitation. There is no gas station within 1 hour of the area. Infact, there is only about 200 private parcels within a 1 hour drive -- the rest of the area is national/federal land and raw wilderness. There is no cell phone service within 1 hour of the area.
Considering my remote place, I didn't exactly expect smooth sailing with internet. However, my dish alignment has been an issue 4 times now over the last year. This is a vacation home, so I can only visit on weekends and OVER half of the time that a tech is dispatched, the tech does not actually show up at all which has wasted 4 of my weekends in total over the last year. The tech that DOES come has been great -- driving 4 hours one way each time to fix my dish. Techs have even called me day of and stated "Oh you live up there? Oh, no. I can't come that's too far" after having a confirmed appointment. The last time the reliable tech visited, a couple months ago, he moved the dish to a new location and replaced the entire dish to see if that would fix the issue. It worked for 3 months until now and tech support is saying it appears to be another alignment issue so he needs to come back out.
I reached out to the CEO of hughesnet via linkedin a couple months back after a tech failed to show up for 2 consecutive weekends despite me having an appointment and was connected to a nice woman, Nancy who tried to help out and get a tech back out to me. I notified her of this new issue (4th issue) and she has basically told me that living in such an area may be prone to such issues and she wishes me luck. Great. This is not acceptable to me. There has to be SOME way to secure the satellite so that it works longer than 3 months.
So while I have an appointment set up the following weekend for the tech to come out (in which the tech MAY or MAY NOT actually show up), I have gone ahead and ordered Viasat Internet to complement the Hughesnet. I figure even if Viasat is spotty and alignment is an issue at least ONE of the dishes will be working at all times.. hopefully.
I figure Hughesnet will keep breaking every 2-3 months and then I can toggle between it and Viasat as needed. Sucks to have to order TWO satellite internet plans just to have reliable internet but I have no other options. DSL, even with multiple loop extenders, does not even make it out to my place which the phone company has been working to fix for over a year.
Just some thoughts on life.
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Southernsierra, I took a look into your account to see how the tech visit went (you could say I was a bit eager to see how everything went). Looks like they got out there and moved the dish onto a pole mount for you and quite a few other things taken care of!
This makes me really happy!
Let me know how everything's running.
When they moved the satellite to its new location, did they use concrete to set the pole? Do you know if they used a "key" in the pole to keep it from turning in the concrete?
It shouldn't be moving like that. A properly installed satellite dish shouldn't move for years, lest there is a very strong wind storm or flood, and I highly doubt you're having floods at 7000ft. If you are, OTOH, you've got other problems.
We get some pretty nasty wind storms here once in a while, with winds of 60+MPH. My original installation, with a huge fiberglass dish, lasted from Dec 2004 to Feb 2016, and the new Gen4/5 dish was installed on the same pole, still in the same place. It just doesn't move.
Thanks for writing in Gabe. They did not use a pole mount. I requested a pole mount last time from Nancy (apparently she ranks above the moderators here) and she told me that I will need to work it out with the technician but she can mention it to them. Needless to say, a pole mount did not go down and the technician did not seem prepared to do it. He moved the dish from the roof (where he initially installed it) to the side of the house. The winds can indeed get pretty gnarly this high up. Good to hear you are having success with your setup from 2004 all the way to 2016 and then success with the new dish.
I'm 100% willing to install anything to get it wroking, there is tons of space in and around the cabin for any type of mount hughesnet needs to install.
That's unfortunate. I can't say whether it being mounted on the side of the cabin contributed to the issue or not, of course, but if it did I hope the tech reconsiders and installs it on a pole.
You shouldn't have to have two sat systems to ensure that you have an internet connection . Other than outages caused by weather, your connection should be reliable, and that it's not is something that should be fixed. I mean, don't get me wrong, nothing is 100% perfect, but you shouldn't be experiencing the issues you are.
Hi southernsierra, thank you for reaching out to us. I was able to locate your account, and I see your next appointment is for the 25th. I was looking at attached photos of where your current dish is placed, and it's a bit difficult to tell, but a pole mount may not work for you to get a line of sight. However, like Nancy said, you can bring up a pole mount option to the tech and see what they say, as they will be more knowledgeable.
Let us know how the tech visit goes, hopefully it gets resolved for you
Update: PT Satellites has confirmed that the usual Hughesnet technician will be the one driving the 4 hours 1 way tomorrow to repoint the dish. This is great news considering this is the guy that usually follows through.
Writing this at 4:23pm PST. Hughesnet and Viatsat appointments were both from 8am - 11am. Viasat has showed, Hughesnet has not.
Viasat guy showed up on time at 10am. He laughed at the Hughesnet installation and said it appeared unsafe since it wasn't grounded, said the work was shoddy. I have no clue if it is or isn't since I am not a professional. Next, he proceeded to check the various ways he could mount the dish. He settled on the pole mount and thought it would be ideal for my case. He proceeded to dig a hole, fill it with concrete, and set the pole/dish. He then grounded the dish to my electrical panel and then ran the wire through the floor to the modem. I am writing this email via the Viasat connection. Working great so far.
Hughesnet is still MIA/noshow for today. See attached photo of the pole mount (in foreground) and the hughesnet install off the deck (background). Shoutout to the Viasat guy for making the 3 hour one way drive out to my place. Hopefully Hughesnet guy still shows/calls today... it's getting late but I haven't lost hope. Will make the 3 hour drive back to LA myself tomorrow afternoon.
I'm no installer, but to install a dish on a porch, which can warp and such from weather.... I just don't get it. Maybe it's okay. Again, I'm not an installer, so I can't say for sure.
Did the HughesNet person eventually show up? If so, what did they do?