About Liz

Hi Ridenstyl,   I've been checking on your RMA status throughout the day and no tracking yet. To be cautious, I've also escalated your case to make sure your RMA is still scheduled to be addressed and shipped out soon.   ... View more

Good morning Qasamm,   I'm glad you found the community, thank you for posting. As Gabe mentioned, you can run the tests at your convenience. I've sent you a free token to use when you're ready to run the tests, so you may have received an e-mailed order confirmation for the complimentary token.   ... View more

Hi Sierra28,   Thanks for posting and welcome to the community! It looks like our call centers are also reporting simliar cases from your gateway in Rapid City. There appears to be rain and occasional thunderstorms in that area which is most likely the cause of your intermittent connectivity. The rest of the week should be clear, so if you still have connectivity concerns after today, please contact our business support line at 800.347.3272 for assistance. The community is primarily for residential customers, as we have limited abilities to work on SME accounts such as yours.   ... View more

Dropping in since Aedan is out today, and we just got an update from engineering.    The terminal code to address the outgoing audio quality is expected to be rolled out everywhere by July 19. If you have additional questions, feel free to post back.   Your patience and understanding are much appreciated.   ... View more

Hi Dave,   Got an update from engineering today! The terminal code to address the outgoing audio quality is expected to be rolled out everywhere by July 19. Please let me know if you have additional questions.     ... View more

You're welcome, Ridenstyl.     I do apologize for this unusual delay, by the end of this week your lease return kit will be shipped. It may be sent as soon as tomorrow, but to be on the safe side let's give it until Friday. I will check on your RMA status tomorrow (and Friday if needed) and private message you with your tracking number as soon as I see it.   Your patience and understanding are much appreciated.   ... View more

Good morning Ridenstyl,   I'm glad you found the community, thank you for posting and sharing your case numbers. I'll pull up your account to investigate so we be sure to get the return kit to you.   Your patience and understanding are much appreciated.   ... View more

Hi moodeeb,   I've processed the conversion for you, and you may have received an order confirmation in the mail to reflect this. I've also credited your account for the lease fees charged so far. It should take 24 hours for our billing system to reflect the conversion to a purchase account, I'll check on your account tomorrow to be sure. If you have any other concerns, feel free to reach out again so we can help.   ... View more

Good morning moodeeb,   Thank you for posting, I'm sorry to hear this, let me take care of this for you. I've pulled up your account and have already started working on this. I may PM you later for additional information/updates.    Your patience and understanding are much appreciated.   ... View more

Hi rest066c,   I'm glad you found the community, thank you for posting. Sounds odd--are you able to browse the web normally via your Xbox? Are you able to sucessfully download a free app/game? Have you tried connecting your Xbox directly to the modem?   ... View more

Good morning Kirk,   Thank you for posting and providing the error message you receive when trying to send e-mail (including non-Comcast addresses). I will escalate to our e-mail admins.   Does this happen when you e-mail via webmail?   Or are you using a third-party e-mail client for your HughesNet e-mail?   ... View more

Good morning all,   Just wanted to jump in here and note that Amanda posted this in a similar thread:   Hello,   Thank you all for your insights on Gen5 data usage. We recently brought this concern up with our engineers who let us know that they will be conducting their own tests using the same types of software and equipment mentioned here, such as Glasswire. I believe it was also mentioned either on this thread or another, that the issue could be related to a Respond-To-Ping feature. Engineering let us know that they are sure this is not causing the problem.    We appreciate your patience while this is investigated and will provide any updates as we receive them.   Amanda     ... View more

Hello debrock2010,   I apologize for the unusually long time with no resolution yet. It's currently in our engineers' hands and I'm also frustrated that there hasn't been an useful progress to report on even after several months.    Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.   ... View more

You're welcome. Not seeing any outage or degradation reports for that gateway or your beam, and the weather was sunny in Seattle those two days, so not sure what happened there.   ... View more

Hi bare65,   Thanks for the details, your gateway is in Seattle, WA. :)   ... View more

Hi Jim,   I pinged an engineer regarding your speed concerns since I haven't heard from him in a while. Our engineers are currently testing network improvements on select beams, and once they are validated and ready for rollout to other beams like yours, I'll let you know.   ... View more

Hi jdayton1,    Thanks for the update. I've credited your account for a month of service for the trouble. Let us know how the site visit goes and if you still have service performance concerns afterwards, we can troubleshoot here in the community.         ... View more

Hi Dave,   Thank you again for your patience as we work through this. Our engineers have recently rolled out the update to one gateway for observations before determining whether to deploy to all gateways. We will be checking in with the engineers daily next week for an ETA for the nationwide update release and let you know as soon as we have news to share.   Your patience and understanding are much appreciated.   ... View more

Hi jdayton1,   Welcome back and thanks for posting. You may have noticed that your original post went through earlier today after I marked it as not spam, as it did go into our spam quarantine. Let's continue using this thread since it has the most information, I'll remove the other two duplicate threads.  The picture you provided of the dish installed on your tree is very useful, thank you for posting it. I've included it in my escalation to our installations department here at corporate. I've requested that they send someone out to reinstall your dish properly on a pole mount at no cost to you. Once I have any updates on that, I will let you know.   Your patience and understanding are much appreciated.   ... View more

Hi kpike01,   Welcome to the community and thank you for posting. I'm glad to see our long time community members have chimed in and provided explanations and tips on how to deal with an IP block. Thank you for also including that error message, I've sent it up to our e-mail administrators to see if there is anything they can do to expedite getting your IP (range) off the blacklist. I'll post back with any updates. I do agree with the others that a third party e-mail provider that's not tied to any ISP would be best to use for business, so if you do happen to change ISPs, there's no need to change your e-mail.     ... View more