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Slow speeds with HN9000

Re: Slow speeds with HN900

Thanks,

Will there be any charge for the visit? 

Moderator
Moderator

Re: Slow speeds with HN900

No charge for you, we want to eliminate any possible root causes on site if we still need to escalate to our corporate engineers.

 

Thanks,
Liz

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Re: Slow speeds with HN900

Liz,
Just an update on this. The technician was out today and checked some things from his phone. He said everything checked out and there was nothing more he could do.
Thanks again

 

Moderator
Moderator

Re: Slow speeds with HN900

Hi Sunlightbywheel,

 

Thanks for this update. Are you saying the tech did not replace any equipment or check your coaxial cable (the cable running from the modem to the dish)?

Thanks,
Liz

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Re: Slow speeds with HN900

Yes, That is what I am saying. He said whatever he did with his phone was an app that only installers have and that was all that was needed. He said he could verify everything with it. I said that doesn’t sound any different than the tests the techs online have already run..
I even asked if he would check it at the back of the modem to verify the cable. I know the previous tech checked it at the dish and said it was good. My thinking was it should be checked at the back of the modem to verify it there as well.
He assured me again that was all that was needed besides taking some pictures..
So in short and to be clear the tech did not replace any equipment or check the coaxial cable (the cable running from the modem to the dish).

Thanks again so much

Moderator
Moderator

Re: Slow speeds with HN900

Good morning Sunlightbywheel,

 

I appreciate the clarification. This isn't ideal, as I wanted new equipment in before escalating to our engineers for their input, but we'll make do. I've escalated your case to engineering for assistance. Please keep in mind the heavy rain currently reported at your site may delay evaluation of your system performance. I'll post back once I have any news to share.

 

Your patience and understanding are much appreciated.

 

Thanks,
Liz

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Highlighted

Re: Slow speeds with HN900

Liz, 

I think someone  may have already did something. It appears to be much better this morning. I will run some speed tests over the next few days to be sure and report back.

Thank you so very much.

Moderator
Moderator

Re: Slow speeds with HN900

Hi Sunlightbywheel,

 

Thank you for this update, good to hear that! You're already ahead of the game; yes, please monitor your system performance and let us know how it goes. Have a good weekend!

Thanks,
Liz

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Re: Slow speeds with HN900

Liz, I may have spoke to soon. Friday, when I wrote my speed was good, but it seems to have returned to the disapointing slow pace that it had been running.

Thanks again.

I will just wait until you hear something from the engineers.

Moderator
Moderator

Re: Slow speeds with HN900

Good morning Sunlightbywheel,

 

Thank you for this update, I've informed the engineers so they can try something else to address this concern. I'll post back once I get confirmation from engineering.

 

Your patience and understanding are much appreciated.

 

Thanks,
Liz

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