About Liz

Hi D_J_M,   You're very welcome! Thank you for the update, I'm so glad to hear the tech did a thorough review of the site when restoring service. Please don't hesitate to reach out again if you have any other concerns.   Thanks, Liz ... View more

Hi D_J_M,   I did see your PM with the phone number and that's the same number we have on file for you, thank you!   -Liz ... View more

Good morning D_J_M,   Thank you for this update, I've dispatched a complimentary technician for our earliest available slot: Thursday, Sep 22, 2022 between 11:00 AM-02:00 PM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed, alternately you can do it online. Please let us know how the site visit goes.   Your patience and understanding are much appreciated.   Thanks, Liz ... View more

Good morning D_J_M,   Thank you for your patience while we address your concerns. The new modem should be arriving by this evening according to UPS tracking. I'll privately message you the tracking number so you may also check. You can check your private messages (PM) in the top right corner of the community page.   -Liz ... View more

Hi D_J_M,   Your gateway is in Amarillo, TX.   -Liz ... View more

Appreciate you sticking with us, David. Please don't hesitate to reach out if you have any concerns; want to make sure the internet works again for you.   -Liz ... View more

Good morning D_J_M,   I see it's your first post here, so welcome to the community! I can certainly help get you back online. FIrst thing's first: let's get that modem replaced. I've expedited a new HT2000w to you so please expect that soon. No need to return the HT1000 as it is an older model. Let me know if the new modem works out.   Thanks, Liz ... View more

Hi lakeland4,   Engineering will monitor your site regarding the remaining Amazon Prime Video concern. This time, please DISABLE Video Data Saver and try using Amazon Prime VIdeo. Please let us know how it goes. For a refresher, here's how to toggle VDS.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Hi LM11,   Thank you for your patience while our engineers investigated your case. They've analyzed all your calls since August and identified only one dropped call on August 8. Our engineers would like to get on a call with you for a live debugging session this week if you still have HughesNet Voice concerns. Our engineers are in the office until 5pm eastern time, so please let me know of your availability for an hour session.  Thanks!   -Liz ... View more

Oh dear, do you have the manufacturer's website or a link to the generator manual?   Edit: perhaps it's this? https://www.norwall.com/product_pdfs/2141_rs20a_om_2_2017.pdf   -Liz ... View more

Good morning MuttCat,   I see it's your first post here, so welcome to the community! As indicated by one of the previous reps that assisted you, we don't block ports so you have many to try. The only exception is port 25, which was formerly used for e-mail, but we (and pretty much all ISPs) block it to combat spam.   If you could provide more info about this generator you're trying to connect to, that could be more helpful. Maybe someone here in the community who has the same one will have more insight. Otherwise, the generator's manufacturer may have their own support resources that can assist you getting connected.   -Liz ... View more

Hi lakeland4,   Thank you for this update, this is very helpful! Good to see the Vimeo streams are better,but looks like the Amazon Prime Video is left to tackle. I've sent over your update to the engineers and I'll let you know what's next.    Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

You're welcome lakeland4!   Yes, if you manually set your video playback on whatever video platform you're streaming it will stream in that resolution, however it will then be at odds with VDS trying to automatically re-adjust. In the end the playback may suffer, so if you want to stream at a specific resolution, like in HD or 4K, turn off VDS.    -Liz ... View more

Good morning LM11,   Thank you for your patience, I just got an update from our VOIP corporate team that someone was able to get in touch with you yesterday to do the needed troubleshooting and data gathering to drive the investigation forward. We'll call you again once we have another update.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

In addition, your Video Data Saver is currently enabled, so please leave it that way so our engineers can best evaluate whether the change they made is helping or not.   Thanks!   -Liz ... View more

Good morning lakeland4,   Thank you for these updates, I've sent these over to engineering. They've also just informed me that they made a change on 8/2 to try to address your concerns. Please continue to observe your streaming performance and let us know how it is. Please also let us know how streaming church on Vimeo goes.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Hi LM11,   Thanks for reaching out again. I see that our VOIP team tried calling you back a few times towards the end of June, but to no avail, so they closed your case. We're happy to pick this up again to work on your dropped call concern. I've notified our corporate VOIP team that the dropped calls persist and to have someone reach out to you. In the meantime, since I don't know when they will call and if it will be at a convenient time for you, you can also try calling support at your own leisure and reference your original case number: 144767181   -Liz ... View more

I think... I'd rather have a fruit tart.   ... View more