About Mb12

My internet has been down for going on two weeks primarily due to the fact that it is for a second home we only visit about every two weeks.  The internet went down on July 5th and I didn't think it was a longer term problem since we have has issues with very poor internet speeds and modem issues for the past year we've had the service, and I had to leave.  We had people at the house this past weekend and the internet was still down.  We have Verizon which has pretty much non-existent signal where we live so trying to relay instructions to get the state code took a while.  I did eventually get the state code of 12.7.2 and relayed that to the Hughesnet tech on chat.  They told me that had to talk to the person at the location of the router to troubleshoot the problem.  I told them that wasn't possible due to cellular service issues.  I had ordered Express Repair based on a conversation via phone prior to the chat session.  The chat tech told me that if they cannot troubleshoot the problem, my Express Repair would not be valid and I would need to pay the entire service fee.  I'm at a crossroads of paying the service fee or early termination.  My calculations show those to be fairly close in cost.  My question is was the tech correct that Express Repair is not valid when you all cannot troubleshoot the problem at the router location? ... View more