Forum Discussion
Upgrading Service Gone Wrong
I recently upgraded my account to a 5G 50GB plan from a 4G 5GB plan. I received a new HT2000W to replace my old HT1100 and was told it would be a 60 minute install. I have been fighting this thing for 9 hours now, and the device constantly gets stuck in the installation process. I do not have internet now, and this is very frustrating as I was told this would happen automatically once plugged in. Phone support is of no help, they keep saying I need to wait 24 hours for something that should have taken 1 hour 9 hours ago. I keep reading that I will ultimately need a tech to fix this. I **ABSOLUTELY** need to have working internet by this weekend. I cannot understand for the life of me how the old equipment worked and now this equipment does not. What a frustrating waste of time. This will be a very bad experience if we get to the weekend without internet.
Thank you for reaching out to us and I am very sorry to hear this. New installs can take as little as 1 hour up to 24 hours. This is even longer if the modem is unplugged at any point during this process. Unplugging can also potentially "Brick" the modem rendering it unusable. I see the modem is showing as "unplugged/no power" currently and I hope this is not the case. I am sorry you were not informed of the install timeframe initially.
Before we can send a tech you would need to complete a full 24 hour cycle of the modem being plugged in. -Damian
It is definitely plugged in right now, so that is a bit concerning. I checked the advanced settings and it looked like it was getting stuck trying to find the satellite and accept a signal from it. It was a clear day today, so not weather. I guess I can wait until tomorrow afternoon, that will be about 24 hours without me touching it. I hope it works by then but I will report back either way.
