About Remy

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

David,   Thank you for following up! I'm glad to hear the operational speed increased, but we definitely want to get to the bottom of the disconnect issues. Which websites do you seem to be having issues with? Does this occur every time you attempt to access these websites, or is it infrequent? In regards to Outlook, what seems to be the issue?   Thanks, Remy ... View more

David,   Thank you for the information! Upon looking into your account, I saw essentially the same things you listed above. No odd state codes or issues. I did however see a slight shift in your alignment in mid April which may be causing issues. To attempt to remedy this, I set up a dispatch for you at our earliest available time and date, Saturday, May 21st, 2022 between 2-5PM. The tech will adjust the dish and attempt to find any additional issues that may be causing these disconnects. I've made sure to waive the associated fees as courtesy. Please let me know how the visit goes!    Thanks, Remy ... View more

David_78933,   Thanks for reaching out! We can definitely get to the bottom of this. A quick question, would you have an estimate of when exactly this started occurring? Was it late April?   Thanks, Remy ... View more

Tammy,   We have a call set up for tomorrow between 1-2PM! Does that time slot work for you?   Thanks, Remy ... View more

Tammy,   Are you available at any time during this week between 9AM and 2PM EST? Our engineers would like to run a live troubleshooting session to try to get to the bottom of this!   Thanks, Remy ... View more

Tammy,   Are you able to connect a device directly to the modem and attempt to play the videos?   Thanks, Remy ... View more

Tammy,   I found a few steps online!    Firstly, you need to open the network list and choose the connected Wi-Fi connection When you select the Wi-Fi connection, right-click on it and hit the disconnect button As a result, the Wi-Fi network will be disconnected In addition, I don't believe the video showing up on your phone incorrectly is a result of the connection.   Thanks, Remy ... View more

Tammy,   Oh no! We're sorry to hear that the issues seem to have popped back up. We have a couple more ideas on possible fixes for this! From what I see, there's currently a Hopper3 device connected to the terminal. This device can cause service interruptions on occasion, so when you have the opportunity, please remove this device and let me know if that makes a difference! In addition, for this test, please make sure the device you're playing the videos on is the only one connected to the terminal!   Thanks, Remy ... View more

Tammy,   It's great to hear that it's working again! In the case this issue comes up again, please reach back out and we'll continue to look into it!   Thanks, Remy  ... View more

Tammy,   I have a few additional questions for our engineers! Is this video (https://vimeo.com/674664734) an example of one of the daily workout videos? I know this video is from February, but most of the videos are paywalled and we want to get a baseline.    Also, are all of the videos hosted on Vimeo? When you attempt to play a newer daily workout video and it freezes a minute in, what happens if you try scrolling/scrubbing further ahead in the video? Does it play?   Thanks, Remy ... View more

Tammy,   Thank you for checking that out and providing screenshots! I've gone ahead and had this escalated to our engineers, who will take a look into this. We'll be sure to keep you updated!   Thanks, Remy ... View more

Tammy,   Thank you for the additional info! I have a couple questions for clarification purposes. When you receive the 233404 error, is there a message that's attached to it? In addition, I'd recommend attempting to lower the resolution settings of the videos you're attempting to view if you're able to. Another thing I'd like you to try is snoozing the Video Data Saver. To do so, go to http://my.hughesnet.com, go to My Account > Settings, and snooze the Video Data Saver. This feature is to help lower the resolution of what you are watching to save you on data. In some cases, it struggles to communicate to the app you are using on certain devices and causes buffering. Please let me know if this helps!   Thanks, Remy ... View more

Tammy,   From what I'm seeing, there was a power cycle performed yesterday during the evening. Was this power cycle performed by unplugging the modem from the power source, or through a command?   Thanks, Remy ... View more

Tammy,   Thank you for the information, it's much appreciated! I see it's also your first post here. Welcome to the Community! I was able to take a look into your account and I wasn't able to find anything of note that'd signify an issue with the modem. Which website are you attempting to access these videos on? It'll help us take a deeper look into it.   Thanks, Remy ... View more

Tonyclarke,   Thank you for your patience! I've ran tests and done basic troubleshooting, to no avail. I've set up a complimentary dispatch for you in our earliest available spot, Thursday, April 7. 2022 between 11AM-2PM. Please let us know how the visit goes! I've also gone ahead and waived the associated fees as courtesy.   Thanks, Remy ... View more

Reallyriley,   Please send a PM with your account number/phone number attached to this link: https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584. We will be able to reset your voicemail password once we receive your account information!   Thanks, Remy ... View more

Reallyriley6,   Thanks for reaching out! Are you currently a HughesNet customer? The 2 accounts attached to your Community profile show they're disconnected.   Thanks, Remy ... View more

Tonyclarke,   Thanks for reaching out! We'd be happy to help out and figure out a solution. I was able to take a look into the account, and from what I'm able to see, there's ongoing weather in the area. I'm going to be keeping an eye out, and I'll be running tests once the weather clears. We'll likely end up getting a technician out to your area based on what you've stated your experience has been. I'll make sure to keep you updated!   Thanks, Remy ... View more

scorpiopulse,   I would need to take a look into your account to make sure the equipment is working properly, as your speeds are lower than they should be with high-speed data still remaining on the account. We will be able to discuss waiving the ETF after looking over the equipment. Please provide your account information at the link I provided so we can proceed.   Thanks, Remy ... View more

scorpiopulse,   Thank you for reaching out, and welcome to the Community! We'd be happy to help, but I was unable to find the account attached to your Community profile. Please send a PM to this link with your account number or a phone number attached to your account!   Thanks, Remy ... View more

DEBPOSTON,   Thank you for looking into the state code for us! I was able to take a look at your account with the modem now powered on. From what I was able to see, it seems your equipment is working properly! As maratsade alluded to, we'll need to take some steps to try to figure out what's going on. Please send a private message to this link, with the website's address attached!   Thanks, Remy ... View more

DEBPOSTON,   Thank you for reaching out! We'd definitely like to find out what's going on here. I pulled up your account to do some diagnostics, but it appears we don't currently have communication with your modem! When you get home, please do as maratsade suggested and attempt to locate the state code as listed above.   Thanks, Remy ... View more