Hi cclk_edwards,
First, I'd like you to know that I am going to try my very best to get this resolved as quickly and painlessly for you as possible. There are quite a few cases to sort through and I want to make sure I do everything right the first time. Just quickly going through everything, the issue you are experiencing is due to a disconnected, damaged or cut coaxial cable. You might be able to find it if you follow the coaxial from your wall panel to your HughesNet modem. If that is secure and you can check outside, see if you can spot any issues with the coaxial cable to the dish outside your home.
In any case, the technician can come out and repair the cable issue and hook up your HT1100 again. After that one has registered, you will be able to swap it out for the HT2000W you received in the mail. Since your bill date is not until the 30th, there are no charges on your account yet. I will private message you tomorrow with more information about that.
The first agent you spoke with should have sent out a technician to repair the cable instead of a modem. This seems to be an issue with the troubleshooting process the agent took and we will go through the rest of your account notes to ensure all other agents did the proper procedures. Regardless, when the technician does visit, it is most important to ensure the cable is fixed so the new modem will be able to work. Please expect further information from me through your private messages soon. Once again we apologize you had this experience and we hope to get this resolved for you as soon as possible.
Thank you,
Amanda
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