About Remy

John,   Good news, I've received an update! We're going to get the account fixed, and returned back to a 50GB bonus zone. The 10GB bonus zone was an error regarding your specific service plan. You may not see it updated immediately, but in the coming days you should see a change.   Thanks, Remy ... View more

John,   Nothing yet, it's still being looked into. We'll provide updates when we receive them!   Thanks, Remy ... View more

John,   That does seem to be a bit odd. Our Gen4 plans recently underwent a price change, but to my knowledge your Bonus Zone should be unaffected by any changes. We're currently consulting with our billing team, and we'll provide updates when we receive them.    Thanks, Remy ... View more

John,   Thanks for reaching out! Upon looking into your account, it seems you're currently on one of our Gen4 plans. Gen4 services are able to operate using a HT2000W. We strongly recommend reaching out to us at your earliest convenience and upgrading to Gen5 services! As maratsade stated, we have 5 different plans available to you, all with a 50GB Bonus Zone!   Thanks, Remy ... View more

Brayhaven,   Thank you for your patience! Upon review of the sales call, there wasn't found to be any mention of a guaranteed speed or guaranteed streaming. It was stated that you "rarely stream anything", and may occasionally stream a football game or Youtube video. The agent gave information on data limits and speeds, as it is stated per each sales call. The agent stated that streaming these should work well. There was not found to be misinformation provided through the call. Due to this, the associated ETF charged is applicable. Please let us know if you have further questions.   Thanks, Remy ... View more

Brayhaven,   The Hopper3 is connected via WiFi on your hug2g network. Have you attempted to lower the resolution settings of the YouTube videos?    Thanks, Remy ... View more

Brayhaven,   Thanks for reaching out! It seems this is one of your first posts. Welcome to the Community! I was able to locate your HughesNet account attached to your Community profile. Upon looking into the account, it seems you have high speed data remaining. After running a few speed tests, it seems the modem is producing speeds on average of around 26mbps download. When running these speed tests, were you using a device directly connected to the modem?    We strongly recommend lowering the resolution settings of your streaming services to a Standard or Medium setting, as this can often help with buffering issues you may be experiencing. I also see that you have a Hopper3 connected. This device can cause service interruptions on certain occasions. I'd recommend removing it for a brief period to see if the service quality increases!   In addition, I'll have a request put in to have the sales call reviewed!   Thanks, Remy ... View more

Lexipup,   Thanks for reaching back out! We appreciate the update on what happened with the technician. Upon looking into your account, you do have Gen5, and you're receiving Gen5 service and speed. I have run multiple speed tests, all ranging from 21-25mbps download, which is not equivalent to Gen4 speeds. As maratsade stated, the WiFi booster extends the range of the signal, and doesn't boost speeds.   I have sent a private message to address additional concerns. Please let me know if you've received it!   Thanks, Remy ... View more

Lexipup,   I've gone ahead and set up a dispatch for our earliest available time and date, Wednesday, August 3rd, between 2:00PM and 5:00PM. Let us know how the visit goes!   Thanks, Remy ... View more

chinamanville,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   Thanks, Remy ... View more

Lexipup,   I see it's your first post. Welcome to the Community! Thank you for reaching out and providing this information for us! We were able to find the account attached to your Community profile, making it easy to go ahead and look into your account. It seems that as of this moment, your devices have a Good signal while attached to the hug2g network, and the speeds your modem is producing look good, at 23mbps download. From what I'm seeing, it seems the modem is running well and your devices are receiving quality signal. However, we'd like to have a technician come take a look at the equipment to make sure that your modem is in the best spot. One question before I have it set up, are you and your husband using a VPN while working from home?   Thanks, Remy  ... View more

Darrin,   Thanks for reaching out! I was able to take a quick look into the account, and our speed tests seem to be similar to the ones you've produced on testmy.net. We appreciate the tests and link being provided, it expedites the troubleshooting process a lot! I'm gonna have this one escalated to our engineers, as it seems all of the basic troubleshooting has already been completed.    In addition, from a quick glance, it doesn't seem your Gateway or beam are having issues. We'll look into this, and provide updates as we receive them! We appreciate your help and patience!   Thanks, Remy ... View more

stephc,   We're sorry to hear about the failed call attempt! I'll reach out to the engineering team and have them leave you another call, this time with a better code!   Thanks, Remy ... View more

stephc,   Thank you for the information! I'm going to have this sent up to our engineering team. This is normally a quick fix, and I'll get back with you when I have more information!   Thanks, Remy ... View more

stephc,   If you could, on a device directly connected to the modem, please go to your web browser and go to http://systemcontrolcenter.com. Once the HughesNet page populates, please click on System Status at the top of the page and post what the System State code is here. It should be in a 0.0.0 format.   Thanks, Remy ... View more

Cabooose2,   I've taken a deeper look into it, and I want to see if a replacement ATA will do the trick. Please expect the replacement soon; you can use its box to return the old ATA. For your convenience, the return label is included in the outer pouch.    Let me know how the new ATA works out for you!   Thanks, Remy ... View more

Cabooose2,   Thanks for reaching out! The details are much appreciated! I've gone ahead and reset your line and made a couple of adjustments to attempt to solve the issue. Please let me know if the VOIP service begins to work properly again!   Thanks, Remy ... View more

stephc,   I see it's your first post here! Welcome to the Community! First let's see if a modem swap will do the job. Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch.    Let me know how the new modem works out for you!   Thanks, Remy ... View more

Bishop,   Thank you for reaching out! I've gone ahead and sent you a private message to dive into and address the situation. Please let me know if you've received it!   Thanks, Remy ... View more