new modem HT2000w

[DEBPOSTON]

I received the modem but I did not have success setting it up. I followed the instructions and went to the hughes net browser page and went to install but it never would setup the modem up. it stayed on the pointing page for over 4 hours. Right now I put my old modem back on. (it is still not working) Can you please help me with this problem.  Thank you so

[GabeU]

@DEBPOSTON 

With it now being the weekend, it's likely you won't hear anything until at least Monday. The reps are normally on M-F from approximately 9AM to 6PM EST, though there is sometimes one on during the evenings and weekends.  Unfortunately, they're slammed right now with so many people being home and the system being under so much strain, so it's often taking them longer than it normally would to answer posts.     

I'm no installer and I don't know the procedure, but I wonder if it being stuck on the pointing page for so long might suggest something is "off" with the dish aim or something related to the signal.  This is just me thinking out loud, figuratively speaking.  It may not indicate anything at all.  

I hope it's something that can be remedied quickly. 

Stay safe.

[DEBPOSTON]

I'm thinking that i need a technician to come out and check my dish.  It will have to be after April 15th.  Can i set an appt up through the email as I cannot wait 30 minutes to an hour on the phone waiting on a rep to pick up?  I work in a tax preparation office and I am working 7 days a week right now.

[GabeU]

@DEBPOSTON 

I would wait to see what the reps here have to say before scheduling an appointment.  

@Liz @Damian 

[DEBPOSTON]

Okay thanks

[DEBPOSTON]

One thing is was also saying was the modem had to be activated by the installer.

[maratsade]

My understanding, from what I've seen on this site when HN sends a new modem to a subscriber, is that the subscriber does the activation.  

DEBPOSTON wrote:

One thing is was also saying was the modem had to be activated by the installer.

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[DEBPOSTON]

How do i do that?

[maratsade]

I don't know....There's an installation guide onllne but it's 103 pages long, so I'm not sure if that's the one.  Maybe someone will know: @GabeU, @MarkJFine, @Liz 

EDIT: and now Gabe linked to the correct installation guide. Cool!

[GabeU]

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@DEBPOSTON wrote:

One thing is was also saying was the modem had to be activated by the installer.

If you're referring to the original modem from your installation, this is normal.  It's a different process to install a modem for the first time than it is when a modem is being replaced.  The tech has to do it the first time.   

For the replacement modem, it's automatic.  Basically, connecting the new modem and waiting an hour for it to activate, during which time accessing the internet won't be possible.  Then, after that hour, check to to make sure everything is okay by using a device to go online.

However, that you waited for four hours and it still wasn't activated indicates an issue.

Edit:  For reference, the HT2000W replacement guide is here.