About Brooke

Hi gdannywatts, I checked on your account and looks like our Advanced Support got you scheduled you with a technician to address your concerns. I hope this resolves all your issues! I'm going to close this thread due to inactivity, but you are more than welcome to start a new thread should you have any other questions or concerns we may help with!    Thank you.  -Brooke ... View more

Hi amanda0975, I hope everything is going well since I have not heard from you. I'm going to close this thread due to inactivity, but you are more than welcome to start a new thread if you have any other questions or concerns you'd like for us to address!    Thank you.  -Brooke ... View more

I understand. I tend to hold onto things "just in case I really need them", but then I find myself never using them. 😛 The amount of random notebooks I have is silly.  ... View more

Wow! I am shocked by this, we're gonna have to discuss where your data is going! 😛   ... View more

How are your upload speeds? I just ran a speed test on our end and your upload speeds are within normal ranges for me, but I wanted to check back with you and see what yours are at.   Also, I've applied some free data tokens to your account to provide you with more wiggle room this cycle as a courtesy for running speed tests for me.    -Brooke ... View more

Hey pdk1124, welcome to the community and thanks for posting! Gabe's answer covers pretty much everything I was going to say; I'll also add that for auto-payment, we collect on the day the invoice is generated, but we provide a 10 day grace period for customers that provides them a time frame to make their payment without the service being locked.    Some banks do provide an option to decline any payments if it exceeds your balance; I've had a bank that allowed that option, I've also had banks that do not. To dispute the charge on your account, you will want to call your bank and request them to reverse the payment.    -Brooke ... View more

Hi gdannywatts, welcome to the community and thanks for posting! I ran a speed test on my end as well and the results were low. The speeds may be fluctuating while the modem is fine tuning itself, which can take up to 24 hours or so. What I would recommend is running a few more speed tests in the meanwhile.    When uploading the link to your results, you'll want to use https://testmy.net/quickstats/gdannywatts so we can view all of your speed test results. It works best if we see tests being ran at different times of the day to get an understanding of where your speed is averaging at, and if there any factors playing a role (in the evenings, some customers may experience congestion based on their beam that can affect their speeds).    As of right now, it's a bit early to pinpoint the issue, but I'll be keeping an eye on your account and continue to run diagnostics tomorrow as well. We'll get to the bottom of this, let me know if you have any other questions or concerns I can help with!   -Brooke ... View more

Hi NickDalton625, welcome to the community and thanks for posting! I ran a diagnostic on your account and see you have a bad alignment, so I've set up a free technician visit to address these concerns. I've put you in our earliest available slot available and you will receive a call or text from the technician to confirm the appointment or reschedule if necessary.    Hope this improves your service! -Brooke ... View more

Hi amanda0975, welcome to the community and thank you for posting! I ran a speed test on our end and they were low as well. I went ahead and made some adjustments to your modem to see if this will improve your service. This can take up to 3~4 for noticed improvements.    Since I just finished making these adjustments, I would advise waiting to run speed tests as your modem has just rebooted and thus your speeds will be low at first. After it's been a minute or two since the reboot, then you can run speed tests and post your results here. If you can, taking some tests within the next couple hours would also let me visibly see if my adjustments improved the system's performance.    Let me know if you have any questions! -Brooke ... View more

Brant, my tools have been only providing errors (Grr!). Since the service is having a disruption, based on the state code you're receiving, we'll need to dispatch a technician to replace both your radio and modem. I'll waive the technician fee as a courtesy.    I've set you up with our earliest scheduled slot available and you'll receive either a call or text from the technician to confirm or reschedule. Let me know if you have any other questions or concerns I can address. I hope this helps!  -Brooke ... View more

Hmm, maybe it's not accessible on the customer's end, I apologize. You can take a screenshot of the menu, crop the photo (to make sure none of your sensitive information is on it), and show me what options you have available.   I'll try to see if I am able to push through a Force Range with my tools, but with no communication, it may or may not go through. I'll get back to you in a few minutes and let you know when to unplug the modem; it's important that after the Force Range is done to restart the modem to make sure it's refreshed.  -Brooke ... View more

Hello Brant, welcome to the community and thank you for reaching out! I pulled up your account and currently do not have communications with your modem. It sounds like you're already on the System Control Center, so what I'd like for you to do for me on your end is a Force Range from the Advanced pages.   You can access this page from clicking on the little "i" at the top of your page, from there you'll have a menu on the left side of the page, then you'll go to Uplink > Force Range. After the Force Range completes, unplug your modem from either the wall or power brick for 30 seconds, plug it back in, and wait around 1~2 minutes for the modem to completely turn on. Refresh the System Control Center and let me know if you're still receiving the 12.1.9 error and I'll proceed accordingly.    -Brooke ... View more

Hi Leshil2031, welcome to the community and thanks for posting! I pulled up your account and it looks like one of our phone representatives was able to get this resolved for you! Should you have any more questions or concerns, feel free to reach out!  -Brooke ... View more

Shawnbos, I went ahead and made some adjustments to your modem to hopefully improve your service! These adjustments will take a few hours before improvement shows, let me know how things are running for you later or tomorrow.    -Brooke ... View more

You will need to test your network to see where the data is going.  See this:  https://community.hughesnet.com/t5/Tech-Support/Where-s-my-bytes-Testing-for-data-leaks/td-p/77194 Hi drfranks, welcome to the community and thanks for posting! I would follow maratsade's suggestion of performing a data depletion test from the link above. What this will tell you is if the modem is using data when no devices are connected, and if that's the case, we'll need to set you up with a new modem.  I am suspicious that HN said there was a hardware problem that the needed to fix on their end and it would eventually be fixed (3 or 4 months of discounts).  What was fixed?  Your beam was being worked on by our engineers while they were working on system and hardware upgrades/updates and other adjustments to fine tune for better performance.  I am pretty sure this is a hardware issue.  Can the trasmitter/receiver on the dish have problems causing data to be lost and restransmitted?  It can. If there's issues with the radio on your dish it can cause packet loss, however when I reviewed your equipment, your radio was in good shape.    To address your speed issues, I went ahead and made some adjustments to your modem. Improvements should show within a few hours, let me know if the issue still persists.  -Brooke ... View more

Shawnbos, I hope you had a good weekend. I see you've spoke with our chat support and did some troubleshooting with them, and I also ran some tests of my own. Your results look much better than what I was seeing when you were installed, which is great! I hope everything got resolved, but please let me know if your issues are still persisting.   -Brooke ... View more

Robp1 are you referring to this thread? Looks like the original poster is a fellow customer, but I am glad that it helped resolve the issue!~ -Brooke ... View more

Hello anitaframe1969, welcome to the community and thanks for posting. I was able to pull up your account and it looks like you just recently spoke with our phone reps and they advised you to wait 24 hours.   I see the agent tried to have you access the System Control Center, but to no avail. However, can you try http://192.168.0.1/#!/home/status and let me know if you have any better luck with this? If that works out for you, then our phone reps will be able to take the appropriate troubleshooting steps necessary. What it sounds like is a re-installation may be needed, but getting to the System Control Center is needed first.    Let me know if you have any questions or concerns. -Brooke ... View more

That's great to hear! 🙂 Let me know how it goes tomorrow.  -Brooke ... View more

I want to make sure I'm understanding what you're saying; are you still having issues with our phone representatives? They should call back, especially when your only means of communicating over the phone is through the VOIP. 😞 If you are still having trouble, please let me know so I can handle this accordingly.  -Brooke ... View more

Shawnbos, so far the only thing I see on my end is the speed test and the results were low. Because the modem is newly activated, some data is currently unavailable in my tools to run further diagnostics. I know yesterday I mentioned that the speeds can be lower when you're first activated, however I can see you've been activated for a full day now so I'm led to believe there's an underlying cause that I'll be sure to dig for! In the meanwhile, I would second Gabe's suggestion to run some speed tests also on your end to compare to my results.   -Brooke   Also, @Gabe you're on fire. As soon as I'm about to submit my response, you beat me to it by a few minutes 😛   ... View more

Hi cladywood, welcome to the community and thanks for posting! Sometimes the modem may be fine tuning itself after activation that can cause the speeds to run a bit slowly; this should only last for a few hours typically. However there are some cases it can be up to 24 hours.    I pulled up your account and ran a speed test and on our end and the results came out pretty low. Because the modem is newly activated, some data is currently unavailable in my tools to pinpoint this issue. I would second Gabe's suggestion to run some speed tests also on your end to compare to my results. I would do some tonight and tomorrow, so we can see if the speeds improve overnight.    If you have any questions, don't hesitate to ask! -Brooke ... View more

On our end, it only showed the invoice amount and no other previous charges taken from your card, that's certainly odd. Might have been a glitch in our system, perhaps? I'm glad everything got resolved, though!    However, to answer your question about your invoice, you can view this from My Account > My Bill and it'll have a printable version of your invoices to view at anytime, which will provide a breakdown of your bill if you ever have questions in the future.  -Brooke ... View more

Hi shawnbos, welcome to the community and thanks for posting! Sometimes the modem may be fine tuning itself after activation that can cause the speeds to run a bit slowly, however this should only last for a few hours typically. Some cases it can be up to 24 hours.    One thing to keep in mind with satellite internet is there will be latency, so websites and pictures may take longer to load on pages (especially if the web page itself has a lot of photos). For videos, it may take a moment to load as well, however if you're running into buffering issues, there's a couple different ways of preventing that. Here's a link that provides some tips for video performance.    Gabe makes a great suggestion as well, those pages are useful as they provide customers access to information regarding their system.    Currently from my diagnostic, there isn't anything visible on our end that's alarming (Everything looks fantastic, actually! Highest satellite signal I've ever seen!), but please keep me updated and let me know if you're still experiencing issues.   -Brooke ... View more

Hello Robp1, thank you for reaching out to us again! I want to first say that I am sorry to hear that the technician visit alone did not resolve your issue, however I am happy to know that our Advanced Technical Support is looking further into the matter with you! Also happy to hear positive feedback regarding one of our phone representatives! I received an update on my end recently regarding beams and can verify yours is among the list of those being worked on by our engineers; there's to be expected improvements within early October until further notice.    Hopefully everything gets resolved for you!  -Brooke ... View more

Hi mixinmaster, welcome to the community and thanks for posting! I was able to locate your account, the charge you're seeing for your 10-5 invoice is the initial charge you were quoted by our Sales representative with your state and county taxes applied. Once a customer's installation is completed, their first invoice is generated. In your case, your installation was today, so your invoice was generated today as well.   Let me know if you have any questions! -Brooke     ... View more

Hi ctusar, welcome to the community and thanks for posting! Thank you for the information you've provided so far. To proceed accordingly, I'd like for you to check two things for me.    From your System Status page, there will be a "Satellite Receive Signal Strength" under your WAN Info. Let me know what number you have there.  From your HT2000W Advanced Configuration and Statistics (you can access this page by clicking on the little "i" icon at the top of the page, to the right of System Status and System Information), there will be a lot of information here. What I'd like for you to look for me is the "SbcStatus", and tell me what the SBC State Code says.  Thank you.  -Brooke ... View more