About Damian

@racy1,      Thank you for providing me your phone number and I was able to locate your account. From what I see when looking through your billing history, your $100 12 month discount ran its full course. As the system states the discounts was applied in full and correctly but the change of plan from 30GB back to 50GB in OCT 2022 was to blame for it counting another month of your 12 month credit even though you temporally switched your plan and then switched it back. Even though it was partial, the system still counted it as one of the months of the 12 month credit. Since this was not clearly explained to you, I will happily award you relief. Please understand since the billing system does not see this as an actual error, but rather lack of communication on the phone reps end, I will not be able to award a full lump sum of $93.55. I can instead provide $30 off for the next 3 months for a total of $90 back. If you like this, I will get it applied and provide your case number for confirmation. If you are unsatisfied with this, you will need to call account management and ask them to launch an investigation. This, of course, I would not be able to help you with and would end your community thread and case here with me. Please let me know what you would like to do and I apologize for any inconvenience this has caused you.  -Damian       ... View more

@racy1,   Welcome to the community and I am sorry to hear this. Definitely sounds like there was some miscommunication here. Please private message me the phone number associated with your account so I can locate you in the system before any investigation can start. https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 . I will begin right away once I receive this. -Damian   ... View more

@lbryan08,   Thank you for reaching out to us and I am sorry to hear this. I apologize for the delay in response as we were closed over the weekend. Please private message me the phone number associated with your account and we can begin troubleshooting this issue. You can send a private message to me by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 . As far as reducing your termination fee, you can do this during your cancelation call if you decide to cancel.  -Damian      ... View more

@David_78933    Yes I processed the re-association on 9/19 and I am sorry to hear this is still happening. You can have this case escalated by calling our support line at 1-866-347-3292. They may run you though some basic troubleshooting that may feel a bit redundant before they escalate. I have made an internal case for you regarding our efforts and your specific issue to assist with your escalation. Please provide them with case number #155208357 when you call.  -Damian  ... View more

@David_78933    This is a very strange issue that doesn't have a specific fix or a clear origin. System shows as fully operational even though it clearly isn't. The best I will be able to do is to perform a remote re-association. If that doesn't fix it the case will need to be escalated to our advanced technical support team.  -Damian  ... View more

David_78933,   Currently, there are no other issues being reported by your modem/system remotely. This means there are no specific troubleshooting steps we can take as there appears to be no issue. How long have you noticed theses RTT errors and if you could post a screenshot of what you see that would be great. If you have seen this other than that day or before that day, please let me know. That may help us try to narrow down what else could be causing this. As you know, the latency for satellite internet will be inherently higher than terrestrial based internet, relating to how the the tech works. The round trip time is quite long normally. Pinpointing when this started happening may help us rule out the inherent latency causing this. If it did only start that morning, then the system may need to be reset on my side and yours re-associated.  -Damian ... View more

@David_78933,   Thank you for commenting and I am sorry to hear this. The gateway assigned to your service is experiencing a severe thunderstorm accompanied by lightning and has been for most of the day. Once the weather clears, you should notice an improvement with these errors you're receiving. -Damian  ... View more

@perryhughesnet,   Thank you for commenting and I am sorry to hear you canceled your service with us. I am having a hard time understanding the example you are giving as you cannot be refunded for money you haven't paid yet. The payment you made yesterday (7/26) was for the service you just used in your billing cycle from 6/26 to 7/26. Your monthly bill has always generated on the 26th of every month not the 6th. You canceled your service a day after your normal billing cycle ended. In other words, your normal payment was due on 7/26 in which you paid and then you terminated the account today which is first day of your new billing cycle (7/27). Your account is on a grace period where the service will remain active until 8/26 for the final month. The grace period is a 30 day timeframe where we give every account the chance to re-initiate service if you end up changing your mind about terminating. Your account is pending shut down/termination and if you do not wish to stop it, the HughesNet service will officially stop and your account will deleted and shut down at the end of 30 days (8/26). If you wish to have a more immediate style termination to avoid this final grace period month, you will need to call back in and request this change specifically.     -Damian       ... View more

@market17,   I understand. Your dispatch was successfully set for 7/22/2023 between 08:00AM - 11:00AM. The tech has also been given the notice to call before getting to the property for directions. The tech may also call or text you a day before to double confirm the appointment so I would be on the lookout for that just incase. I apologize for any inconvenience this has caused and I am confident the technician will be able to resolve this issue. -Damian  ... View more

@market17   Thank you for this update as well as your future update. We will be right here to send a tech if necessary. If you do not get a response here right away, feel free to use our support number to have one sent out as I know this is time sensitive for you. -Damian  ... View more

@market17,   Thank you for reaching out to us and I am very sorry to hear this. New installs can take as little as 1 hour up to 24 hours. This is even longer if the modem is unplugged at any point during this process. Unplugging can also potentially "Brick" the modem rendering it unusable. I see the modem is showing as "unplugged/no power" currently and I hope this is not the case. I am sorry you were not informed of the install timeframe initially.    Before we can send a tech you would need to complete a full 24 hour cycle of the modem being plugged in. -Damian      ... View more

@Trijfree   Thank you for attempting to do that. At this point that sort of confirms that there are no other issues causing your problems. This means we will have to wait until the beam has been repaired/fixed. If you are still experiencing issues after, this would constitute a guaranteed escalation as the beam issue would be ruled out. I do apologize for the inconvenience and as soon as I am updated, I will relay the update here. @maratsade I hope this is fixed soon to and usually does get fixed within a somewhat reasonable timeframe. -Damian ... View more

@maratsade,   Oh I apologize @maratsade. It seems I may have misunderstood as well. We are actually now starting to get more reports about beam 68 so it is turning into a bigger escalation. @Trijfree You can still have the case escalated by calling incase there is something other than a possible beam issue causing this. I will be updating both of you here. -Damian  ... View more

@maratsade2   I am aware that throttled speeds from FAP is not the same issue you are experiencing. I was responding to the OP on the results of the account I ran remote diagnostics on. I see you are already working with Liz so I am sure you will receive an update there once your specific issue is resolved. -Damian   ... View more

@Trijfree    There are no detectable issues with the system that can be seen remotely other than what was already said. This may mean you will need to have a case escalated to our advanced technical support team. You can do this by calling our support line at 1-866-347-3292. They may take you through basic troubleshooting steps one last time before escalation. That team has access to tools I do not. Deeper troubleshooting can be preformed during that process.  -Damian  ... View more

@maratsade2   We are getting conflicting reports about beam 68. Currently it is not on the list of degraded beams but was on the day I originally replied to the posts. It looks like your specific issues were escalated pretty highly so I'm sure Liz will update you soon. Hopefully beam 68 no longer being on the list means they are making progress. The OP has a perfectly running system and only appears to be affected by poor device signal and throttled speeds.  -Damian ... View more

@Trijfree   After running remote diagnostics on your equipment, it actually appears you are not being affected by beam 68 issues as beam 68 does not appear to be experiencing issues anymore. You are actually experiencing speed issues due to exceeding your monthly data usage which is resulting in slower speeds every month. Please visit http://hninfo.us/FApolicyGen5 for more information regarding our data usage policy. Your specific data usage can vary greatly depending on what you are using the service for. Please review this link http://hninfo.us/datatips for helpful tips. On top of this, the only device connected to your network has fair/poor signal. Managing your monthly data expenditure and moving your device closer to the modem will help these issues. You can also use an ethernet cord especially for unsupported functions such as remote desktop. While remote/vpn related activates can be done with our service, it is not recommended or reliable due to the inherent latency. -Damian ... View more

@TinaMccarty    Thank you for that info. When attempting to access your modem remotely to run diagnostics, I was not able to complete it to due it possibly being unplugged. If the modem is actually plugged in, please double check that the black coaxial cable at the bottom of the modem is snuggly screwed in. If you can please check to see if the coaxial cable going into the dish is snuggly screwed in as well. If your dish is on the roof, you can skip that last step.   Since I was unable to get a clear reading of your modem remotely you may have to locate this info for me. In order to find out what is happening to the service, we will need to obtain the state code. Since the other lights are still working, you will be able to access the modem's internal control center. This is where we will be able to locate the state code. To do this, open any browser you would like on a computer or device connected to your HughesNet network. In the address bar at the top of the page, type in 192.168.0.1 or systemcontrolcenter.com. This will populate the control center for your modem. At the top of the page, please click on the "System Status" link. The next page will load where the state code will be displayed in the first information box. Your state code should be in a format such as "0.0.0" . -Damian   ... View more

@TinaMccarty,   Thank you for posting and welcome to the community. I am sorry to hear this. It sounds like you are describing a system transmit issue. Are you experiencing poor weather at the moment?  -Damian      ... View more

@Jimjumper83,   For the most accurate prices on data plans, please call our support number at 1-866-347-3292 as discounts may be available for you. -Damian ... View more

@Jimjumper83,   Tokens and plans do not follow the same price structure. Tokens are also situational and not incentivized in the same way a data plan would be. If this was posted as a suggestion, I will pass it along to the proper channel.   -Damian.  ... View more

@maratsade2   Just to confirm Beam 68 is currently experiencing issues so this is accurate. Engineers are working on this and I am still waiting on an update. @Trijfree I apologize for the inconvenience and I will stay up to date on the status of the beam.   -Damian  ... View more

@GRR   Since you are able to access your Hughesnet email directly without outlook, then it is most likely part of the ongoing issue that happens periodically between Outlook and HughesNets email servers. There is no fix to this currently and will likely resolve on its own. For now you can access your email account though the website directly.  -Damian  ... View more