About Remy

Remy · ‎08-19-2020

David, I would recommend trying out the new modem! It'll eliminate the old modem as a possibility, and hopefully end any experimenting we'd have to do with you. Thanks, Remy

Remy · ‎08-17-2020

David, It normally takes between 1-3 days from what I've experienced, so expect it by Thursday! There should be instructions on how to get the modem up and going as well. Thanks, Remy

Remy · ‎08-17-2020

David, Thank you for posting! I was able to look into your account and keep up with the errors you've been keeping track of. The normal culprit of these issues is either a Gateway issue, as maratsade and Gabe were discussing, or a general alignment issue. I looked into both, and neither seem to be an issue. In that case, the most likely issue is the equipment malfunctioning, and I've seen an influx of errors within the modem itself. I'm going to be sending you a new modem, with the fees waived. When you receive the box, it'll have a prepaid shipping label meant for return of the previous equipment. Please let us know if this new equipment resolves your issues! Thanks, Remy

Remy · ‎08-10-2020

Jordan, I see it's your first post here. Welcome to the Community! I was able to get your account pulled up and take a look into the issues you've been experiencing, as well as the State Codes you gave. From what I was able to look into, it seems your dish is out of alignment, which would be causing the errors you've been encountering, as well as the slow speeds. I went ahead and set up a technician for you to come realign the dish, and waived the associated fees. The tech will be arriving at our earliest available date, Monday, Aug 17, 2020 between 08:00 AM-11:00 AM. The technician will call beforehand, and if needed, you can take that time to reschedule. Please let us know how the visit goes! Thanks, Remy

Remy · ‎08-07-2020

sli-er_15, As Gabe stated, we are unable to remove tokens or refund purchases. We apologize for the inconvenience. Thanks, Remy

Remy · ‎07-15-2020

cybercycle, Everything seems to be back up now, which is good to see! I also do see an Apple Watch that has been connected and disconnected a few times within the past 24 hours, which may have brought about the 14.1.3 state code. Is everything running better? Thanks, Remy

Remy · ‎07-15-2020

cybercycle, Thank you for reaching out! I was able to look into your account a bit further to see if I could find anything specific going on. To start, it seems we don't have communication with the modem currently. If this isn't intentional, please try to get a current state code for me if you can! I'm also going to concur with everything Mark said, as the 30.1.1 can just be a result of regular processes of the your system attempting to connect to a Web Acceleration server. The 14.1.3 normally indicates a device is connecting and disconnecting often. Do you have any other devices outside of the computer? A phone, TV, or any smart devices? Thanks, Remy

Remy · ‎07-13-2020

Dracowolf, That's great to hear! Very glad the technician was able to get everything set straight. Please let us know if you have any issues or questions in the future, we'd be more than glad to help out! Thanks, Remy

Remy · ‎07-13-2020

mommaj83, It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you. Thanks, Remy

Remy · ‎07-13-2020

Dracowolf, Have you received a call from our technicians? Thanks, Remy

Remy · ‎07-09-2020

Dracowolf, I see this is your first post here. Welcome to the Community! As maratsade stated, weather in two locations can play a factor, both at your address, and where your ground station is located (Santa Clara, CA). However, I'm not seeing any weather issues with either. I was looking into your system and noticed a bad alignment pretty quickly. I'm going to be sending out a technician to make a couple fixes for you and hopefully set everything straight! The associated fees have been waived, and a technician will be reaching out to you shortly to establish when they'll be coming out. Thanks, Remy

Remy · ‎07-07-2020

mommaj, We see it's your first post here, we're glad you've found the community! It seems you discussed with a chat agent on 5/11 that you needed to call in to our Account Management team to process the cancellation fully, which wasn't done. You then reached out again on 6/2, where the agent offered to help you and your billing instead of outright cancelling, which you accepted. On 7/3 you chatted our team again, which isn't able to proceed cancellation of accounts. Please call in at 1-866-347-3292 if you would like to cancel your account. Thanks, Remy

Remy · ‎07-07-2020

GW, So no errors at all since that point? Interesting. Good to hear! I'll pass this along, please let us know if you have any issues with this going forward. Thanks, Remy

Remy · ‎07-02-2020

Seeker, Upon escalating I was told we currently do not have plans to make changes to this specific page. The login process is certified and secure, as well as the redirect process taking you to this page. You can opt to use a 3rd party email client if you desire more extensive security features. Thanks, Remy

Remy · ‎06-30-2020

GW, 30.1.1 itself is normally a network issue, however, seeing the rest of the state codes may be a power issue. Are the modem and cables plugged in securely? Are you connected to a surge protector, or directly to an outlet? Thanks, Remy

Remy · ‎06-29-2020

GW, I apologize for misspeaking, I was asking more of if your service is working well when the state code is not showing. The 30.1.1 state code isn't one we can manually fix, as it is connected to a Web Accelerator server not being available at the time. As soon as one is available to the particular user, you should be placed there. For a possible fix, I suggest trying to turn off the Web Accelerator and turning it back on, as this can sometimes hasten the process. Thanks, Remy

Remy · ‎06-29-2020

mk2, We appreciate you reaching out! I'll look into if we've made any statements on that, and see if we'd be able to get one out. Feedback makes this community better! Thanks, Remy

Remy · ‎06-29-2020

GW, I appreciate you tracking these for me. Upon further investigation, it seems that these diagnostic codes won't have an effect on your services, as quite a few of them are just standard processes in the modem. In regards to the 30.1.1 that seems to be popping up, that state code refers to backing off on adding the modem to a specific web accelerator server, to avoid additional loading times. Does the service seem to be working well? Thanks, Remy

Remy · ‎06-29-2020

mk2, We have implemented a variety of optimizations in an effort to improve network efficiency while many of our customers work and learn from home. One of the changes has the Video Data Saver turn back on after a period of time, as to not eat excess data. Some of the adjustments may affect video streaming resolution, however you can temporarily opt out of this by snoozing your Video Data Saver feature when using streaming services. Thanks, Remy

Remy · ‎06-29-2020

Seeker, When you are on a website that uses a SSL certificate, such as Facebook, Google, Amazon etc, it encrypts all traffic that is transferred to and from the site you are communicating with. The Certificate guarantees that the connection you have is connected directly to the site in question, so during login, checkout etc you can rest assured that the connection was done with and only with Amazon, Facebook, Hughes, etc. You will notice it more if you are using a browser such as Chrome or Safari, In the address bar the SSL certificate we have installed on our site is purchased though EchoStar which is why you see that site "change". Once your information has been authenticated, you are then redirected to your mailbox. Our certificate is only implemented for certain parts of our site, one of those locations being our login page, and many of our FAQ's and Legal documents to ensure they come from us. Many new browsers have lately created huge flags or warnings in the address bar indicating a site that does not have a SSL certificate installed thus a rise in concern from many of our clients. It is not that the site is not secure or that your information has been compromised. It is merely that in this part of our site does not contain the SSL certificate and your browser is letting the user know that one is not present. Thanks, Remy

Remy · ‎06-29-2020

Abbie, Upon looking into your account, it seems that you've gone ahead and cancelled your service. Since you've cancelled, there is no longer a commitment. We're sorry to see you go, and want to thank you for choosing HughesNet! Thanks, Remy

Remy · ‎06-26-2020

GW, Thank you for the updates. I will continue to look into this for you and will be getting back with you when I have a report with some more information on a possible fix. We appreciate your understanding and cooperation! Thanks, Remy

Remy · ‎06-25-2020

GW, Upon looking into some diagnostics, it doesn't seem like the diagnostic codes you're receiving should have an affect on the performance of your modem. Is the new modem working properly? I'm glad the new package got out quickly to you. Thanks, Remy

Remy · ‎06-24-2020

GW, After running some diagnostics, I saw a few persistent errors recurring on the modem.. I definitely feel a new modem will resolve your issue, so I'll be sending one to you, with all fees waived. First let's see if a modem swap will do the job. You can use its box to return the old modem. For your convenience, the return label is included in the outer pouch. Let me know how the new modem works out for you! Thanks, Remy

Remy · ‎06-23-2020

ken, It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you. Thanks, Remy

Remy · ‎06-22-2020

Baker072, It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you. Thanks, Remy

Remy · ‎06-11-2020

Zemo, I double-checked just to make sure, and I was informed we do still indeed offer that option. Thanks, Remy

Remy · ‎06-10-2020

Zemo, Thanks for posting and welcome to the community! You are correct in that we do not change account ownership whenever a customer is on the lease program. The reason behind it being there is a credit check ran during the sales process, which binds the account to the person who the check was ran under. You can, however, switch account ownership if you purchase the equipment instead of leasing it, which doesn't require a credit check. The best option to get an account in your name would be to start a new HughesNet account. Thanks, Remy

Remy · ‎06-10-2020

Steve, Thank you for reaching out, and we understand your frustrations. I looked into your account and notes from the previous cases to familiarize myself a little more with the situation. While we are able to pull sales calls, we are only able to access calls from within the past 6 months. Since you've been a customer for over a year, I was unable to retrieve the call. To try and resolve the issue, I'll be placing another $15 dollar discount for 12 months, and will be crediting back the 15 dollars from the previous month. Our system doesn't allow us to permanently change the pricing of your service, requiring the discount. You'll need to call back before 6/15/2021, next year's June bill date, to renew that. I'll be making a note on your account as well for the rep you speak with, so they know to apply it as well without this issue arising again. That note will be under the case number 130006979, so please refer to that. In regards to the agents, we listen to calls to go over coaching and help them improve, so we appreciate the feedback on the two people you spoke with. Thanks, Remy

Remy · ‎05-28-2020

Hello Gabe! Thank you for the warm welcome! I brought cookies, enough to share for the class! 🙂 Remy

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Date Last Visited	‎11-03-2022 05:52 AM

About Remy

Re: Transmit / Uplink Problem

Re: Transmit / Uplink Problem

Re: Transmit / Uplink Problem

Re: Connectivity issues

Re: HN7000S Purchasing and Releasing Tokens

Re: Sudden Loss of Wi-Fi

Re: Sudden Loss of Wi-Fi

Re: No internet for 3 days & counting

Re: Closed account and still receiving bills

Re: No internet for 3 days & counting

Re: No internet for 3 days & counting

Re: Closed account and still receiving bills

Re: Web Acceleration failing

Re: Secured Email time frame expectations

Re: Web Acceleration failing

Re: Web Acceleration failing

Re: Video Data Saver keeps turning back on

Re: Web Acceleration failing

Re: Video Data Saver keeps turning back on

Re: Secured Email time frame expectations

Re: No commitment

Re: Web Acceleration failing

Re: Web Acceleration failing

Re: Web Acceleration failing

Re: Unable to disconnect account

Re: Thank you

Re: Account ownership form

Re: Account ownership form

Re: Bill went up, NOT what I was promised when I s...

Re: New Moderator (2nd)....