About Liz

Hi genejohn2147,    Thanks for posting and sharing your testmy.net results URL. I just ran diagnostics on your site and that's also showing that the HughesNet equipment is working normally. Which site(s) is loading slowly for you?     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz   ... View more

Hi john777,    Thanks for posting. I pulled up your account and ran diagnostics on your site, everything is green across the board--the HughesNet equipment is working normally. What exactly are you trying to do online?   -Liz   ... View more

Hi cait90113,    Thank you for reaching out to us. I'd like to assist you, please private message me your SAN (account number) or the associated phone number so I can run diagnostics on your site.     Your cooperation, patience, and understanding are much appreciated.   -Liz   ... View more

Hi John,   Is Netflix working normally for you now? This was recently addressed by engineering.   -Liz   ... View more

Hello 12Taz33Remi,   Thank you for the state code. Is the coaxial cable tightly secured in the back of the HughesNet modem? The coaxial cable looks like this:     -Liz   ... View more

Hello 7155570761,     I'm glad you found the community, thank you for posting. I pulled up your account to investigate and sent a command to your modem. Please monitor its performance and let me know if it's still rebooting constantly.     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz   ... View more

Hi Mr15,   I'm glad you found the community, thank you for posting. We can certainly troubleshoot your Voice concerns here. I've already pulled up your account and run diagnostics on your site. Good that the HughesNet internet connection is working normally so we won't need to address that.   We'll need more information so we can address your call quality concern:   1. When the issue begin.?   2. Is the garbled audio consistent on all calls?   3. Is the the garbled audio consistently both ways on all calls?   4. Any inclement weather during calls with garbled audio?   5. Are all the cables seated properly on the ATA?   6. The following you can private message me for security: phone numbers, dates, and times when you experienced garbled audio.    7. Are you using a corded or cordless phone?   8. Do you have another phone to test? (If so, does that one make a difference?)   9. Remove any other device connected to the HughesNet modem except the ATA, and test the call again. Any difference?   If you have any questions about any of the troubleshooting steps above, please let me know.    Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz   ... View more

Hello folks,   Thank you for posting and sharing your feedback. I just checked our engineering reports and this latest one does indicate they're working on degradation on 68 that's affecting some sites. I'll keep you posted once there are new updates to share.   Your patience and understanding are much appreciated.   Thanks, Liz ... View more

Hi Katens18,     I'm glad you found the community, thank you for posting. I've sent you our Wi-Fi booster to see if that helps you with coverage. I've also credited your HughesNet account $99.99 so that you're not charged for the booster. Let me know how it works out for you!   Thanks, Liz   ... View more

Good morning Altmanama,   Thanks for posting and welcome to the community!      I can certainly help get you back online. First let's see if a modem swap will do the job. 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.    Let me know how the new modem works out for you!   Thanks, Liz       ... View more

Good morning Unmask,     I'm glad you found the community, thank you for posting.    I can certainly help get you back online. First let's see if a modem swap will do the job. 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.    Let me know how the new modem works out for you!   Thanks, Liz     ... View more

Good morning Arceliajl,    I see it's your first post here, so welcome to the community!   I can certainly help get you back online. First let's see if a modem swap will do the job. 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.    Let me know how the new modem works out for you!   Thanks, Liz ... View more

Hi 12Taz33Remi,   What maratsade is correct, the state code will look like "0.0.0" or something depending on what's going on with the modem. If everything is good, it will show "0.0.0".   I just ran diagnostics on your site right now at around 5:39 PM ET, and I can't communicate with the modem. Was it disconnected from power?    Which lights on the modem are lit? Next time you notice no connectivity, please also check which lights are lit on the modem.     I wonder if there could also be a power issue here.     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

I added on this connectivity thing onto your iMessage update to the engineers so that they're aware.   From what I can see in the diagnostics, it's reporting rain at your site as well as at the GW. The status does say degraded for the GW, but it's unclear if the weather is the cause.    It just got dark here and started raining here in MD too... I'll let you know once I have any news from engineering.   -Liz   ... View more

Hi maratsade,   No engineering reports for SDO at the moment. I can check later to see if this is a bigger issue.   -Liz       ... View more

Hello,   We've had other customers reporting that Google apps have resumed working for them, is this the same case here?   -Liz   ... View more

omg she's adorable. that little stub of a tail!    Edit: Sorry, I did see your kind words and we do appreciate it! I'll share it with the rest of the team! (I just love cats ok)   -Liz   ... View more

Hi folks,   Thanks for reaching out in the community. Our engineers were working on this and have already addressed this concern with YouTube (and Netflix). If you have any other questions, don't hesitate to post again in the community.   -Liz ... View more

Hi WGGNS,    Thanks for posting and welcome to the community!   I can certainly help get you back online. First let's see if a modem swap will do the job. 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.    Let me know how the new modem works out for you!   Thanks, Liz     ... View more