About Brooke

Hi ctusar, welcome to the community and thanks for posting! Thank you for the information you've provided so far. To proceed accordingly, I'd like for you to check two things for me.    From your System Status page, there will be a "Satellite Receive Signal Strength" under your WAN Info. Let me know what number you have there.  From your HT2000W Advanced Configuration and Statistics (you can access this page by clicking on the little "i" icon at the top of the page, to the right of System Status and System Information), there will be a lot of information here. What I'd like for you to look for me is the "SbcStatus", and tell me what the SBC State Code says.  Thank you.  -Brooke ... View more

Hi Saraca23, welcome to the community and thank you for bringing this to our attention. I took a look at your account and see that the box was not shipped during your initial cancellation. This is not part of our usual cancellation process, so I apologize for the error on our end.    As far as the box, we can get the payment reversed sooner than your next bill. Once you get the box and send it back, keep the tracking number on hand. Once it's reached to us, we can receive manually through our system. When we manually receive the box, the reversal will apply within an hour. Please make sure to not make any adjustments to the card we have on file during this process, or the reversal will not go through.   Once again I apologize for this and I wish you the best with your next provider. Let me know if you have any other questions or concerns I can address. -Brooke ... View more

Of course, glad I was able to help 🙂 -Brooke ... View more

Absolutely, and I am happy with the feedback regarding the technician. I will go ahead and cancel the appointment.    -Brooke ... View more

Hi Ron, I can cancel the appointment if you wish to discontinue your service. The phone number above (866-347-3292) is our main line and you would need to speak with our Account Management to cancel. The link maratsade provided is also where to dispute the fees.    Let me know if you have any other questions.  -Brooke ... View more

Hello HarperPI, welcome to the Community and thank you for reaching out to us. Upon reviewing your account, I do see the technician has visited out there twice, but I still see some trouble within our tools that are showing another cause. My diagnostics revealed to me there is a marginal alignment on the dish, which can have an impact on your services.    I've set you up with a free technician visit to address this. I put you in our soonest available slot and you will receive a call or text from the technician to confirm the appointment date, or reschedule if necessary.    Please let us know how the visit goes and how the service is running after the technician gets the dish re-aligned.  -Brooke ... View more

Hello Agostini, welcome to the community and thank you for bringing this to our attention. I've put in a request to have your Sales called reviewed, it can be a few days before we hear back with any news. Once I have heard back regarding your call, I will notify you as early as I can.    I appreciate your patience while we get to the bottom of this.  -Brooke ... View more

Southernsierra, I haven't heard from you, I hope all is well!   Due to inactivity, I'm going to close this thread, but feel free to post a new thread should you have any further questions or concerns we can address!    Thank you.  -Brooke ... View more

@maratsade   I took a peek through our tools to see what's going on, there's an alert on your account showing your services may be affected by Hurricane Florence. Possible it may have something to do with that, but keep us updated!    -Brooke ... View more

Yay!! I'm so glad. Thanks for letting me know too!    -Brooke ... View more

Hi BrandonCrist, I haven't heard from you. I'm going to close this thread due to inactivity, but if you have other questions, you're more than welcome to start a new thread and we'll be glad to help!   Thank you. -Brooke ... View more

Hello danoh, I have not heard from you since your initial post. I hope we were able to answer your inquiries. I'm going to close this thread due to inactivity, but if you ever have questions in the future, you're more than welcome to start a new thread and we'll be glad to help out!   Thank you. -Brooke ... View more

Hi JohnJeremy, Since I haven't heard back from you,, I checked your account and looks like the services have been cancelled and you received your refund. I'm glad we were able to correct this for you, but sad to see you go. However on these circumstances, I understand.    I'm going to go ahead and close this thread due to inactivity. I extend my best regards with your next provider.    Thank you. -Brooke ... View more

Okie doke, I figured you were simply inquiring, but wanted to be sure! Glad to hear so far there isn't any persistent issues. 🙂    -Brooke ... View more

Hey Gabe, just checking in. Are you still having any issues with this?    -Brooke ... View more

KatBro, that's a great suggestion, thanks for sharing!    -Brooke ... View more

Hi tukatshak, I hope everything has been well since I've last heard from you. I'm going to close this thread due to inactivity, but don't hesitate to reach out again, we'll be here to help!    Thank you. -Brooke ... View more

Sounds great. Thanks for getting back to us 🙂   -Brooke ... View more

Hi Robp1, I hope everything has been well since I last heard from you. I'm going to close this thread due to inactivity, but if you have any additional questions, feel free to start a new thread and we'll be glad to help!   Thank you. -Brooke ... View more

Hello wildchild, thanks for reaching out to us here in the community and welcome! I was able to locate your account for the modem in your barn, which is showing no communications on our end. Based on your description, I would agree it sounds as though the power surge affected your modem.    I've expedited a new modem and waived the shipping fee for you. Let me know how everything goes once you receive it.    -Brooke ... View more