About Remy

LJM425,   Thanks for reaching out! I see this is your first post. Welcome to the Community! We'd like to take a look into this for you, but I was unable to locate the account connected to your Community profile. Please send a private message to the link provided below, with your account number or a phone number attached!   https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584   Thanks, Remy ... View more

bare65,   I pinged the tech company assigned to your case earlier today. I'd expect a call in the near future!   Thanks, Remy ... View more

bare65,   Thanks for reaching back out! We appreciate the detailed information, it helps us out to pinpoint issues. I'll go ahead and set up a new technician visit to your site, so we can hopefully get this issue resolved! Our local tech company will be reaching out to schedule a date and time to come assist with the ongoing problem!   Thanks, Remy ... View more

Titanbosco,   To update this thread, in case you haven't seen the private message sent, it seems an agent from the department handling your escalation will be reaching out within 48 hours. Please let us know if and when you receive this call!   Thanks, Remy ... View more

offgrid01,   Thanks for reaching out! I see this is your first post. Welcome to the Community! We'd like to take a look into this for you, but I was unable to locate the account connected to your Community profile. Please send a private message to the link provided below, with your account number or a phone number attached!   https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584   Thanks, Remy ... View more

Titanbosco,   Thanks for reaching out! I see this is your first post. Welcome to the Community! We'd like to take a look into this for you, but I was unable to locate the account connected to your Community profile. Please send a private message to the link provided below, with your account number or a phone number attached!   https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584   Thanks, Remy ... View more

unhappy100,   Thanks for reaching out! I see this is your first post. Welcome to the Community! We'd like to take a look into this for you, but I was unable to locate the account connected to your Community profile. Please send a private message to the link provided below, with your account number or a phone number attached!   https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584   Thanks, Remy ... View more

seanm3109,   Thanks for reaching out! I see these are your first posts here in the Community! Welcome! We'd like to take a look into this for you, but I was unable to locate the account connected to your Community profile. Please send a private message to the link provided below, with your account number or a phone number attached!   https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584   Thanks, Remy ... View more

D_J_M,   Thank you for that information! I'll have this notated on your account. I'm going to have this case escalated, as the brief troubleshooting I attempted still produced speed tests on our end between 8 and 11mbps download. One of our team members will be reaching out to you at the phone number on file, upon investigation of your account.    Thanks, Remy ... View more

D_J_M,   Thank you for reaching out! We'd love to help out. Upon researching your account, it seems that an upgrade of service wasn't performed, but we did supply you with a new HT2000W modem. The reason behind this is we are longer producing HT1100s. You subsequently received a technician visit, as the modem you received was having trouble activating. You're currently on our Gen4 Power MAX plan, which is an older plan. Did a service agent you spoke with state that you'd have your plan upgraded? In addition, the tech notes state that a reflector was replaced, but it doesn't appear that you were repointed to another satellite. Are you having issues while both directly connected and via WiFi?   Thanks, Remy ... View more

DrewM, Thanks for reaching out! I see these are your first posts here in the Community! Welcome! We'd like to take a look into this for you, but I was unable to locate the account connected to your Community profile. Please send a private message to the link provided below, with your account number or a phone number attached! https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584 Thanks, Remy ... View more

PHadsock45,   Thank you for attempting to connect to the SCC! Since it doesn't seem to be connecting, I'm going to go ahead and 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.    Thanks, Remy ... View more

PHadsock45,   Thank you for reaching out! Upon looking into your account, it seems we don't have communication with the modem. 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

Procd727,   Thanks for reaching out! I see these are your first posts here in the Community! Welcome! We'd like to take a look into this for you, but I was unable to locate the account connected to your Community profile. Please send a private message to the link provided below, with your account number or a phone number attached!   https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584   Thanks, Remy ... View more

dbatterman,   Thanks for reaching out! I see this is your first post here in the Community! Welcome! As GabeU stated, a red power light often indicates overheating. We'd like to take a look into this for you, but I was unable to locate the account connected to your Community profile. Please send a private message to the link provided below, with your account number or a phone number attached!   https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584   Thanks, Remy ... View more

CWM030,   I'd expect it to arrive within the next couple days!   Thanks, Remy ... View more

CWM030,   Thanks for reaching out! We'd love to look into this for you. Before we attempt to have the modem moved, I think we should test out a WiFi booster! I'm going to have one sent to you free of charge as courtesy. It should assist with the connection issues! Please let us know how it goes!   Thanks, Remy ... View more

Mb12,   Would you be able to be on site 10/11 between 8-11AM?   Thanks, Remy ... View more

Mb12,   That's perfectly fine! We have a date available 10/25. Will there be someone on site on this date?   Thanks, Remy ... View more

Mb12,   Thanks for reaching out! I've run some diagnostics and it seems we're going to need to get a technician out to your location. I've gone ahead and set up a dispatch to resolve these issues. I've set it up for our earliest available time and date, 10/03/2022, between 8-11AM. I've also waived all associated fees as courtesy. Please let us know how the technician visit goes!   Thanks, Remy ... View more

almalear,   Thanks for reaching out, and welcome to the Community! We're glad you posted! We'd be happy to look into this for you. I was unable to locate the account connected to your Community profile, so as GabeU stated, we'll need you to reach out to us via private message! Please include your account number or a phone number attached to the account at the link posted below!   https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584   Thanks, Remy ... View more

John,   It appears it's been fixed! I've gone ahead and added some additional token GB to your account as well. We appreciate your cooperation and patience!    Thanks, Remy ... View more

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