Remotely reset modum

[Imbert]

I rwad a thread on how a HN tech support staff was able to remotely reset a customer's modum at their vacation home. I'm hoping a tech person can do the same for me. We have a similar issue. Our security cameras went offline last night. In the thread I read Amanda from HN was able to fix the issue from her end. Can anyone help out please?

[Imbert]

Thanks, I really appreciate it. I saw Amanda was bale to do it for another customer and it worked perfectly for them. I'm hoping someone there can do the same for us.

[Imbert]

Do you know about how long it will be before I hear from either of them?

[Imbert]

Oh wow, that's long. I tried using the chat support and they told me to call the support line. I did that and they said they could't help me. Thnaks for trying.

[Imbert]

Well, while we're at it maybe we can address this issue in the meantime. Is it normal for my system to buffer a lot when I'm watching a show. I was trying to watch Sopranos from my Amazon Prime account and it buffered a dozen times easily. It constantly buffers when I try to watch Amazon Prime. If this a quality issue? Do I not have enogh speed? I know the installer had an issue finding a strong enough signal when he came to set up my system. What can we do to fix these ongoing issues?

[Liz]

Hi Imbert,

Welcome to the community and thank you for posting. I noticed your PM about the cameras coming back up, glad to hear that. Since you were asking about remotely resetting your modem, does that mean you're currently not at the site where your HughesNet system is located? I started to run diagnostics on your site and I see that your dish needs to be re-aligned, this will improve your performance. However, someone needs to be on site while the tech is there to make the repairs. Please let me know so we can work out getting a tech dispatched to the site.

  Your cooperation, patience, and understanding are much appreciated.

[Imbert]

Thanks Liz, yes, I do not live there though I visit regularly and plan to move there. I will inform you when I am there for sure. I'll try to give you a heads up of a few days so we can book an appointment. Would the dish needing to be re-aligned explain why my Amazon Prime shows buffer so much?

[GabeU]

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@Imbert wrote:

Thanks Liz, yes, I do not live there though I visit regularly and plan to move there. I will inform you when I am there for sure. I'll try to give you a heads up of a few days so we can book an appointment. Would the dish needing to be re-aligned explain why my Amazon Prime shows buffer so much?

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An out of alignment dish can certainly contribute to speed/performance issues, but another possible cause could be the Video Data Saver.  

If the Amazon Prime videos are streaming in anything higher than 480p, the issue may be the Video Data Saver, which deliberately throttles the speed of the service to such that is amenable to 480p streaming, but may cause higher resolution streaming to buffer.  If this is the case, you can turn off, or temporarily pause for four hours, the Video Data Saver, and hopefully this will alleviate the buffering issue.  Keep in mind, though, that streaming in HD can use a LOT of data.  I'm not sure about Amazon Prime, but HD with Netflix uses around 3GB per hour.  

What is Video Data Saver? 

[Liz · Accepted solution]

Good morning Imbert,

Thanks for the clarification. What I'll do is set up the dispatch, but not schedule an appointment. Your assigned dealer will instead reach out to you to work out a time frame for the site visit.

[Imbert]

Once again thanks for the excellent customer service. Thinsg don't always work as we wished they would but excellent service helps a lot.

[Liz]

You're welcome. Please let us know how the site visit goes.

[Imbert]

I received a text saying an appointment has been scheduled for 3/2/18 between 8am-11am but no one has called me and I won't be there.

[Liz]

Hi Imbert,

Thanks for this update, that sounds odd. Are you able to call or text back the number that sent you that text? If that number doesn't work, here's the number of the local dealer that was assigned to you:

PT Satellites Inc (888) 906 8102  

It may help to reference Field Service Order (FSO) 8459606.

[Imbert]

I called and got it taken care of. Thanks.

[Liz]

Great!

[Imbert]

Hi Liz, I really needed to follow up with you. The repair technician cancelled on me on the day we were supposed to meet. To refresh your memory, my dish is out of alignment. When he called he said he didn't have the equipment he needed for the job. He then asked me what the problem with the dish is. I wondered how it's possible to not know the problem yet know you don't have the equipment. Nevertheless, I agreed to meet him Saturday morning. I drove 2 hours only so he can tell me that he can't get a signal on the device he uses to fix my dish. He left and asked me to come back Sunday to meet yet another tech. I couldn't get there yet again but he said I didn't need to be there, he just needed the wifi password, which I gave to him. The tech never followed up with me today so I have no idea if my satellite is up. I do know that my security cameras aren't working and haven't been working since he left yesterday. I spent $30 in gas and an entire day was lost becuase of this company. Needless to say I'm frustrated. Is my satellite running properly? Is it aligned? Please help.

[Liz]

Good morning Imbert,

Thank you for the recap, I'm sorry to hear what happened, this is disconcerting. Let me escalate this to our installs department which oversees all the dealers. I ran diagnostics and we definitely still need your site properly looked at. I'll let you know once I have any other updates for you.

[Imbert]

I requested a new company do the repair and they have complied. I also filed to have my account credited some since I've had to drive out there only to have him cancel or not have the equipment necessary to make the repair. As I said, each trip there is roughly $30 in gas and many hours out of my day. Thanks Liz.

[Liz]

Thanks, I'll send this over to installations as well. They are already looking into your original tech, thank you again for bringing this to our attention.

[Imbert]

Good Morning, I wanted to give you the follow up on my satellite repair. The new tech from DCS arrived on time and was an absolute professional. After careful evaluation of the satellite dish and it's components he determined their was a number of issues, most of which were caused at the time our satellite was installed. According to the tech, the original installer from PT didn't properly secure the fittings and failed to add dialectic grease which eventually caused the fitting to corrode. The dish was also not in the line of site and was connected to Jupiter 19, instead of Jupiter 17. At this time, I'm requesting that we get a significant credit to our account. From the moment it was installed it was done incorrect, poorly, thus affecting out service. Furthermore, I took 2 trips up to the cabin. The first time he failed to show and the second time they could not diagnose the issue. DCS diagnosed the issue right away and fixed it. I would a manager to give me a call regarding this issue. It's completely unacceptable and unprofessional. I appreciate the help.

[GabeU]

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@Imbertwrote:

the original installer from PT didn't properly secure the fittings and failed to add dialectic grease which eventually caused the fitting to corrode. 

Jeez.  Using dielectric grease on outdoor coax fittings is installation 101 level stuff.  SMH.  That's awful.  Glad you got a much better installer this time.  🙂