About Damian

Hello @bgreely,   Thank you for posting. I am sorry to hear you are experiencing these issues. I would definitely like to diagnose this issue and find a suitable solution. Please private message me the phone number associated with your account and I will get started.     -Damian  ... View more

Hello Sbrashers,   Thank you for reaching out to us and welcome to the community. I see you had called in to have a technician sent out. I am confident that the onsite technician will be able to resolve this issue for you. Please update me here after the repair.    -Damian    ... View more

@Username1,     I sent this message to you privately but you may have not seen it so I will post it here publically as well.     Thank you for providing me with that information. After running diagnostics it appears this may have just been a visual glitch. Now it does say you have used all of your tokens so in order to test this, if you buy tokens again, please let me know right away and I will watch the activity to see if anything strange appears. With that being said, I am sorry to hear you are having a hard time managing the monthly data allotment. Your specific data usage can vary greatly depending on what you are using the service for. Please review this link http://hninfo.us/datatips for helpful tips. Also as just a heads up so you know, it appears your Amazon device uses the most data on average out of all the other devices that are normally connected.    -Damian  ... View more

Hello Kirk,   Thank you for reaching out to us again. After reviewing your network, it appears we are unable to see any devices connected to the modem. Seeing what devices are connected and how much they are using would help us narrow down which one is draining your data. The most likely cause as to why we can't see it is because you may be still using an external router. The HT2000W modem has a router built-in already. If two routers are running at the same time, it can sometimes cause interference and greatly reduce speeds. If this is your situation, I highly recommend disconnecting the other router. If you are using another router and would like to continue using it, I will need to walk you through disabling the radios and broadcasting for the HT2000W modem/router. Once we figure this out I will be able to better diagnose the issue.     -Damian   ... View more

@Username1,   Thank you for reaching out to us and welcome to the community. I am sorry to hear you are experiencing a glitch like this. Please private message me the phone number associated with your account and I will begin looking into this for you.    -Damian  ... View more

@agleach,   Thank you for posting and welcome to the community. I apologize for the inconvenience this is causing you. After running diagnostics on the equipment I can confirm that the dish alignment is poor and needs to be repointed by one of our on-site technicians. In light of this, I would like to send out a technician for you. The technician will be re-pointing the dish and performing other preventative measures to maintain the repair. Please private message me with days and times that would work best for you. Keep in mind scheduling an appointment for a specific day may be difficult depending on the availability of the technician. Because of this, I will review the schedule based on your answers and present you with the ones that match the closest. Also, please include a primary email and the name and phone number of the person most likely to be there for the repair, in your private message to me. This person does not have to be yourself, but they must be over 18 years old. -Damian  ... View more

@Landon_Robinson,   Thank you for posting. After running diagnostics on the equipment, it appears there was inclement weather at the gateway location around the time you ran your tests. This will most definitely cause bigger spikes than normal. I know this is true due to the fact that the current speed test that I just ran showed results well above average and the latency you are receiving is within the normal range now. When checking your current gateway location, the weather is normal and the skies are clear. I also see no network or current equipment issues. In regard to the load on the system, it is no secret that congestion has always been present in some capacity. We have continuously made efforts and tangible strides towards improving this. Of course, a pandemic of this magnitude was not foreseen and the load on the system was an extreme challenge. Over the last few months alone, we have made great efforts to combat the extreme load, which is why you are able to receive the speeds you do now.     I would also have to agree with @maratsade in regard to the expectations you place on satellite service. If you are accustomed to cable internet or DSL speeds higher than 25 Mbps, the speed for HughesNet will feel much slower. This is due to latency. With this satellite service, data must travel up to the satellite and back (about 45,000 miles). This does create a greater delay that is not present with common terrestrial-based providers. When it comes to the services you are used to, the signal is ground-based which makes these types of services feel faster, and in most ways they are.   With all that being said, I will continue to monitor you service over time and if these type of spikes return without reason, we will investigate the issue and resolve it. If you would like some tips to improve your streaming experience and other daily activities with the service, you have come to the right place. Please don't hesitate to ask for this, as there is a plethora of information to be gained on this community.    -Damian        ... View more

Hello @marie_J,   Thank you for reaching out to us. I am sorry to hear you were experiencing this. I see you called in to receive assistance. Were your issues able to be resolved?    -Damian  ... View more

@keithedward,   I was successfully able to perform the remote troubleshooting steps. It can take some time for results to appear especially when the area of service is very cloudy. Heavy cloud coverage can also alter signal strength and speed. If the skies are clear right now, this would be a good time to test your speeds again. Please let me know what you find and I will perform additional troubleshooting steps if required.    -Damian ... View more

@keithedward,   I was successfully able to run a speed test during peak hours and found a decrease in speed. Because of this, I will be performing remote adjustments to the modem which should increase speeds greatly. Please await completion and results by tonight. I do appreciate your patience while dealing with this situation.      -Damian  ... View more

@keithedward,   Thank you for reaching out to us and performing the necessary steps to help with our diagnosis. It is true, peak time will cause speeds to decrease as the satellite must distribute evenly to all customers. While peak time has always been apart of most ISP services, it was not nearly as noticeable compared to now, during this pandemic. Because of this, our engineers are constantly working to keep the service operating as efficiently as possible, using the tools available.        With that being said, after running a remote speed test to see what your modem is outputting, the speeds we received back were on point with what you stated you get during the day. This means we will definitely need to perform a bit of remote maintenance to increase these speeds for you. Unfortunately, the speed test performed on our side did not show that there is a decrease in your speeds since that has not been tested yet. The next step for me is to remotely test your speed during peak hours to get an accurate depiction of a decrease and how much of one. If it matches up with your results from testmy.net or it's anywhere close, specific steps will be taken to fix that. I will have that update for you tomorrow along with the next troubleshooting steps to be performed.       -Damian              ... View more

Hello Randaldeck,   Thank you for reaching out to us and I am sorry to hear you have been experiencing these issues. After running diagnostics on your account, it appears the equipment and service is fully operational. I do, however, see that some of the devices connected have a fair signal instead of good. Disconnection can happen when the signal is too weak.    With that being said, I did go ahead and perform a remote reset and all things still seem to be operational. If you still notice any disconnects you may want to move your devices a bit closer to the modem/router. This, of course, is if and when you plan on visiting the location where the equipment is.     -Damian    ... View more

Hello @Haleyb,   Thank you for reaching out to us. It appears you currently have a technician scheduled to come out. I am confident the tech will be able to resolve this and I am glad we were able to assist you with the cost of this repair. Please update me here, after the repair, if you still require further assistance.    -Damian  ... View more

@kellycha0s,   Thank you for your patience while the sales call was being investigated. I do apologize for the delay. Please refer to your private messages for information regarding the sales call invesgation.    -Damian  ... View more