About Damian

@JBannon,    I am very glad to hear this was able to be resolved. Please feel free to reach out again if you ever need assistance in the future.   -Damian  ... View more

@JBannon,   Thank you for providing me that information. I was successfully able to schedule an appointment for Monday, May 18, 2020 between 02:00 PM-05:00 PM. The scheduling department will call you to confirm this appointment. Once they do, you can change the scheduled date as needed. Also, the fee has been waived due to the amount of time you have been without service. For further compensation, you will need to call our support line.    Please update us here as soon as the repair is complete. I am confident the technician will be able to resolve this.    -Damian  ... View more

@JBannon,   There is a chance that this state code is hiding a real issue that cannot be detected remotely. If you would like, we can send a technician out there to check the equipment on site. While I will not be able to provide any type of refund through this platform, I will be able to send a technician out free of charge. If you would like this, 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

@JBannon,   Thank you for providing me with this information. Originally, I had stated that your issue did not appear to be weather-related, as the weather in your area was not poor at that time I ran diagnostics. I had a suspicion because your system light was off but everything else was still illuminated. This means the equipment is most likely operational and the problem lies with signal/transmission. I now see that there has been persistent cloud coverage in your area. The state code you just posted is associated with an error in our greeting system between all points of transmission. This error happens when there is heavy tree coverage or cloud coverage that causes an interuption in this process. On top of this, you state the service worked for about a week and then began to have issues right when the cloud coverage started, according to your local forecast. At this time, the best thing we can do is wait for the weather to clear and run diagnostics again. More than likely, the service will return with no issue. I do apologize for the inconvenience.     -Damian  ... View more

@JBannon,   Thank you for reaching out to us and welcome to the community. I am sorry to hear you are experiencing this. @GabeU explained very well why contact with support has become more difficult and we deeply apologize for the inconvenience. We are working very hard every day, figuring out more ways to improve response time and proper attention to all avenues of support.   Because we do not currently have communication with your modem remotely, and the weather does not appear to be a cause, we will need a little bit of help from your end. Once we have this, we can provide the correct assistance for this issue. In order to find out what is happening to the service, we will need to obtain the state code. If you see lights on the modem where "WiFi" or "LAN" are labeled, you will be able to access the modem's control center. This is where we will be able to locate the state code. To do this, open any browser you would like on a computer or device connected to your HughesNet modem. In the address bar at the top of the page, type in 192.168.0.1 or systemcontrolcenter.com. This will populate the control center for your modem. At the top of the page, please click on the "System Status" link. The next page will load where the state code will be displayed in the first information box. Your state code should be in a format such as "0.0.0". Once you find your specific state code, please post it here so that we can continue with the next troubleshooting steps.    -Damian  ... View more