About Liz

Good morning pentangle,    Thanks for reaching out. I pulled up your account and the service discount that was agreed upon per case 136209969 is already in effect. 2 of the 3 months of discounts have been applied so far, with this month being the final.    Your case history doesn't show any recent e-mail cases; perhaps you can try calling us at your convenience if you would like to do live troubleshooting. Otherwise, you can try starting a new thread in the tech support board. Currently the diagnostics on HughesNet equipment show everything working normally. I would be concerned about the HP88B3F2, iMac, and Amazon devices only having a fair wifi connection, they may be too far from the modem.   -Liz ... View more

Hi quiltersridgewv,   Thank you for reaching out. I pulled up your account and see you've already arranged a tech visit for today. Please let us know how it goes and if you need any additional assistance.   -Liz ... View more

Good morning Maui1957,   Thank you for your patience while our engineers investigate your case. I just got off a call with them and they would love to get on a call with you next week in the evening when you tend to experience this unusual performance. Please let me know if you have any availability for a live troubleshooting session and what times. The session can be limited to an hour if needed for your convenience.   Looking forward to hearing back!   -Liz ... View more

Hi sharonmoses,   Thank you for these additional details. I'm sending you a new ATA to swap out, please let me know how it works out for you.   -Liz ... View more

Hi sli-er_15,   Thank you for your patience while I looked into this. Please check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your concerns.   Thanks, Liz ... View more

Hi sharonmoses,   Thank you for posting and sharing what you've tried so far, this helps. So when you pick up the receiver, there's no dial tone, but you can still receive calls, correct?   Can you please double check all the cables between the ATA, modem, and phone? Make sure they are seated securely on both ends; loose connections cause no dial tone.   Please specify which LEDs are lit on the ATA.   Have you ever had dial tone?   When did the lack of dial tone start?   Did this start after you got a new phone?   If you still have your old phone, can you hook it up temporarily to test if you regain the dial tone?   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Hi sli-er_15,   Thank you for the details, this is really helpful. I've escalated this to our field services team to see if sending your transmitter to your local dealer is the next best step. I'll let you know once I hear back.   Your patience and understanding are much appreciated.   Thanks, Liz ... View more

Good morning sli-er_15,    Thanks for reaching out and letting us know what's been going on. What troubleshooting tips from the dealer have you tried so far?   Have you tried doing a force range yet?  If not, do these things first before performing a force range:   -wait until the weather is clear  -ensure the dish has a clear line of sight  -make sure no one is using the internet for anything important as you'll temporarily lose connection during the force range   The force range command is in your System Control Center (SCC)/modem status page: Advanced pages > uplink (or transmit?) > force range   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Hi Maui1957,   Thanks for your reply, so lately you've just been having the issues in the evening, I see. I'll at least let them know of your update and should I have any additional news for you, I'll post back.   -Liz ... View more