About Aedan

Hello cal.gilbert, Please check your private messages in the top right-hand corner, as I have sent you more information. Thanks. ... View more

Hello cal.gilbert, Thanks for posting and welcome to the community. I have moved your post in order for us to better focus on your concerns. I tried troubleshooting your system but was unable to identify your account. Please check your private messages in the top right-hand corner, as I have sent you more information pertaining to this issue. Thanks so much in advance.     ... View more

Good Morning all and thanks for posting! Gabe, there was a technical issue at your gateway that affected your beam on 7/28. Arceus213, your beam was affected by severe weather on 7/28 and 7/29. Arceus213, I also pulled up your account to troubleshoot. Your system is showing state code 13.2.2. Please verify that the LAN cable on one end is connected to the LAN port on the back of the modem and the other end to your computer. Thanks.      ... View more

Good Morning bill426, Thank you for posting. I am definitely sorry to hear about this issue. I pulled up your account to troubleshoot and your system shows that you are currently in FAP. However, I see from your previous cases that slow speeds is an issue that you have experienced in the past. I will issue you some complimentary tokens to run the speed test.   Important points: -do the tests while directly connected to the HughesNet modem -use the 12MB test file -run a batch of 3 tests during the day/morning and another 3 at night -space each test at least 5 minutes apart -post your results URL here, it may look something like http://testmy.net/quickstats/[yourusername] Thank you. Your cooperation, patience, and understanding are much appreciated. ... View more

Hello arceus213, Thank you for the prompt response. We have sent you a free replacement modem (HT1100). Please look out for it in a couple days. Thanks. ... View more

Hello arceus213, Thanks for posting. I am going to send you the HT1100 Modem to address your concerns. Please inform us, if you continue to experience this issue after you have received the new modem. Please check your private messages in the top right-hand corner, as I have sent you a message requesting some additional information that is needed to issue the dispatch. Thanks. ... View more

Huh, multi-personality disorder? Definitely, don't know what you are talking about  !   -Watson ... View more

Hello Odalismederos4, Welcome to the Community and thanks for reaching out. We are going to request a sales call review and will continue to investigate what happened in order address your concerns. Thanks and we will be in touch with you soon with more information soon.   -Sam ... View more

Thanks. ... View more

Hello duke_mabank, Thanks for posting. I pulled up your account to troubleshoot, but we are unable to communicate with your system. Please ensure that your modem is turned on and that all cables are securely connected. Thanks, and please let us know if this issue continues.    -Aedan ... View more

Hello mariamak123, Welcome to the Community and thanks for posting. Please check your messages in the upper right-hand corner as I have sent you more information to address your concerns. Thanks.   -Aedan ... View more

Hello  Chief4Buck,   Welcome to the community and thanks for posting. I pulled up your account to troubleshoot and base on the results, I have issued you a free complimentary dispatch to address your concerns. Please check your private messages in the top right-hand corner, as I have sent you more information. Thanks again for reaching out and please let us know how the dispatch goes.   -Aedan ... View more

Hello jc2,   Thanks for posting. I am glad to see that our community super users were able to assist you. I am going to escalate your case to our engineers and will get back to you once I receive an update. In the meanwhile, please continue to monitor your system and let us know if there is any change. Thanks.   -Aedan ... View more

Hello jc2,   Thanks for posting. I have issued you a free token to run the speed test. Please follow C0RR0SIVE instructions above to complete the tests.    When you complete the speed test, ensure that you are connected to the 2.4G Network. I would also recommend that you turn off the 5G network and make sure that you are within a decent range (at least a couple feet) from the modem. Also, please be aware of other factors that may interfere with your connection, such as microwaves, cordless phones, and physical objects.   Since you are a Gen5 customer, the minimum download file size is 25 Mbps, and the minimum upload file size is 3 Mbps. Please complete at least three tests, each spaced five minutes apart. Thanks.   -Aedan ... View more

Hello bos2420,   Thanks for posting. Yes, you are correct. Since the SCC resides on the modem, it should show up regardless of signal quality. I also pulled up your account to double check your system and the diagnostics show that the internet connectivity is good. The issue is most likely on your home network side. Thanks.     -Aedan ... View more

Hello solidginger and BirdDog, Thanks for posting. To expand on your answer BirdDog, yes, we still issue free monthly tokens to Gen 3 (HN7000s) customers. Thanks. -Aedan ... View more

Hello 567Chief,   Thanks for posting. This will definitely help us and other users in the future. Please continue to keep the community updated on your system performance and data usage.    -Aedan ... View more