About Remy

GW,   Thank you for reaching out to us and providing these tests! I was able to test the speeds on our end, and it's showing similar results. It doesn't seem there's any issue with your alignment, and all diagnostics I ran outside of your speeds look alright. First, I want to see if a modem swap will do the job. It seems it's been about 3 years since you've received your previous modem. 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. Please let us know if this new modem makes a difference! Thanks, Remy ... View more

DurhamJ,   Are you still receiving the same state code as you were in your previous posts?   Thanks, Remy ... View more

Durhamj,   Thanks for reaching out! I see this is your first post. Welcome to the Community! We'd love 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

Pstemarie,   Thanks for reaching out! I see this is your first post. Welcome to the Community! We'd love to take a look into this state code 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

stephc,   Thank you for reaching out! We appreciate your patience, as our offices are closed during the weekends. I see you called in, and our tech support team was able to get you a technician order. That's great! Please let us know how the visit goes and whether or not the issues have been resolved!    Thanks, Remy ... View more

A-l-e-x-99,   Thanks for reaching out! I see this is your first post. Welcome to the Community! I'd second Gabe's comment, please make sure the cable is securely connected. In addition, we'd love 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

Kh5thgait,   Thank you for reaching out! Upon running some diagnostics, it seems maratsade is right in that we are going to need to try sending a new modem. I'll have the fees waived, and the modem shipping expedited, so we can make sure you get back up online as quickly as possible!   Thanks, Remy ... View more

wfslagle,   Thanks for reaching out! I see this is your first post. Welcome to the Community! We'd love 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

Daniel34,   Thanks for reaching out! Upon doing some research, it doesn't seem there's any reports of an ongoing similar issue. Are you currently accessing this from the HughesNet mobile app? If so, we recommend attempting to log out and then log back in to see if the change is made.   After looking into your account, it seems you are indeed on the 100GB plan, so you don't have to worry about that. It is likely a visual glitch that we'd like to get fixed for you! You are able to confirm this by accessing the SCC at http://systemcontrolcenter.com!   Thanks, Remy ... View more

Bryanb602,   Thanks for reaching out! I was unable to find any reports stating there are ongoing issues with the app or website. Have you been able to make your payment since you posted? Our agents are also able to take payments securely at 1-866-347-3292!   Thanks, Remy ... View more

tholzi,   Thanks for reaching out! I see this is your first post. Welcome to the Community! We'd love 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

Lorihart1965,   Thanks for reaching out! I see this is your first post. Welcome to the Community! This seems like quite the interesting issue. While I do agree with maratsade that it's likely just an error, we'd like to take a look into this for you. I was unable to locate the account connected to your Community profile, however. 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

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

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

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

Brayhaven,   The Hopper3 is connected via WiFi on your hug2g network. Have you attempted to lower the resolution settings of the YouTube videos?    Thanks, Remy ... View more

Brayhaven,   Thanks for reaching out! It seems this is one of your first posts. Welcome to the Community! I was able to locate your HughesNet account attached to your Community profile. Upon looking into the account, it seems you have high speed data remaining. After running a few speed tests, it seems the modem is producing speeds on average of around 26mbps download. When running these speed tests, were you using a device directly connected to the modem?    We strongly recommend lowering the resolution settings of your streaming services to a Standard or Medium setting, as this can often help with buffering issues you may be experiencing. I also see that you have a Hopper3 connected. This device can cause service interruptions on certain occasions. I'd recommend removing it for a brief period to see if the service quality increases!   In addition, I'll have a request put in to have the sales call reviewed!   Thanks, Remy ... View more

Darrin,   Thanks for reaching out! I was able to take a quick look into the account, and our speed tests seem to be similar to the ones you've produced on testmy.net. We appreciate the tests and link being provided, it expedites the troubleshooting process a lot! I'm gonna have this one escalated to our engineers, as it seems all of the basic troubleshooting has already been completed.    In addition, from a quick glance, it doesn't seem your Gateway or beam are having issues. We'll look into this, and provide updates as we receive them! We appreciate your help and patience!   Thanks, Remy ... View more

Cabooose2,   I've taken a deeper look into it, and I want to see if a replacement ATA will do the trick. Please expect the replacement soon; you can use its box to return the old ATA. For your convenience, the return label is included in the outer pouch.    Let me know how the new ATA works out for you!   Thanks, Remy ... View more