About Damian

Walter,    We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.      -Damian  ... View more

Don,   We're closing this thread since we never got a reply from you. I wanted to let you know that as of 2/14/2019, the entire UEF has been waived, and the account is now paid for. If you still have concerns, please start a new thread or send us private message regarding any questions you may have.    -Damian  ... View more

Hello @Daneg007,   We're closing this thread since we never got a reply from you. @MarkJFine referenced the other thread you all are involved in. I hope you were able to get a resolution. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian  ... View more

@gstaff,   It's been a while since we last heard from you, so we will close this thread. BirdDog posted a link for you to determine whether or not you may need a third party router. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.   -Damian  ... View more

David,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you. I hope the suggestions posted here were helpful.    -Damian ... View more

Hello Walter,   Thanks for posting and welcome to the community. I am sorry to hear this. After running diagnostics on your account, it appears things are running properly. Your devices all have a good signal and your modem is receiving adequate speeds. You should be able to load a google page very easily. First, I recommend power cycling your modem by unplugging it from the wall outlet for 30 seconds. Please wait for up to two minutes for it to power back on. It looks like it's been about 65 days since the last time the modem was reset, so this may help. Once you have power cycled the modem, please run a speed test on testmy.net while connected directly to the modem via LAN cable, and post your findings here. Please go to hninfo.us/speedtest, as there are instructions on that page for performing these tests.    -Damian ... View more

Shawn,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian  ... View more

Tim,    I am happy to help. Please message us any time if you have any further questions.    -Damian  ... View more

Hello Tim,   Thank you for contacting us again. I am sorry you are not able to benefit from consumer protections. I understand you were not aware of your current landlord's stipulations, so the best I can do is reduce your ETF fee by half. I will message you exact numbers as to what you will need to pay after the fee is reduced. Please let me know if you have any questions, and I hope this helps.    -Damian  ... View more

Mike,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian  ... View more

Hello Carolyn,   It's been a while since we last heard from you, so we will close this thread. @LADYEBOUTON, @vpomeroy, and @Carolyn1558, If you all still have concerns, please start a new thread and include a detailed explanation so we can better assist you.    -Damian ... View more

Jonathan,    We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian ... View more

Cynthia,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian ... View more

Richard,   We're closing this thread since we never got a reply from you. @GabeU posted a great response for you to read and follow. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian  ... View more

Hello Don,   Thank you for reaching out to us. I am sorry you have had this experience. After reviewing your account, I see a return box was originally generated for your previous service address by mistake. In light of this, all unreturned equipment fees will be waived in 24 hours, and you will no longer need to send any equipment back or pay the fees associated. If you do still receive a box after this, please dispose of it, as this was generated before you posted here. Thank you for your patience and understanding while dealing with this issue. Let me know if you have any questions going forward.    -Damian ... View more

David,   After running further diagnostics on the account, everything has come back as fully operational. The speeds you are getting are up to par with what you should be getting on your Gen 4 plan. I have not gotten an update on the strange usage graph as of yet, however, the link to the post referenced by @kitnbob does seem to correct the issue. Corruption in local cache files can cause inaccurate readings. Instructions to delete this file were posted there. Regarding the buffering during your streaming, you are using your own router and therefore I cannot see your devices signal quality, or ensure the router is performing properly as well. I know you have run speed tests while directly connected to the modem,  but are you also directly connected while streaming?   -Damian ... View more

Jonathan,   I'm glad to hear that. If any issues arise, please reach out to us any time.   -Damian  ... View more

Jonathan,   It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.   -Damian ... View more

Ryan,   Since I haven't heard back from you, I checked in on your account and see our phone agents assisted you by sending a tech to restore your service. Feel free to reach out if you have other concerns.   -Damian  ... View more

Hello Shawn,   Welcome to the community and thank you for posting. I am sorry to hear this. As gaines_wright stated, live streaming quality can be affected by latency, so your results may vary. Satellite internet has higher latency then ground-based internet, due to the time it takes the signal to travel up to the satellite and back. Your modem is receiving adequate speeds and all operations are fully functional. When looking through your previous cases referring to technical support, while the agent was consulting, you requested a supervisor on the call. You were then transferred to account management after asking to cancel, therefore, an escalation to advanced technical support was never processed. If you would like to perform additional troubleshooting and escalate the case if needed, please let me know what other issues you are experiencing.      -Damian  ... View more

Cynthia,   After an investigation, I see that you were upgraded to the correct plan as of today, and have been given a discount for a full year for the misunderstanding. I apologize for any inconvenience this may have caused you and I am glad we were able to make things right. If you have any other questions at all, please feel free to reach out.      -Damian    ... View more

Hello Mike,   Thank you for contacting us. I am sorry to hear this. I see you were originally a Dish Network customer, and you upgraded to a business account by the suggestions of a Dish representative. In order to get the best support for your situation, I recommend calling 1-888-666-1465 to inquire about a solution.    -Damian  ... View more

Tim,   We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.   -Damian  ... View more

Jonathan,   I went ahead and provided 3GB free for you since these situations are very rare and I understand this was something you were unaware of. I also took a deeper look at your modem and ran additional diagnostics. Everything came back as fully operational. The community has posted some very helpful suggestions for you and I am confident you will not have this issue again. Let me know if you need assistance with anything else.     -Damian ... View more

Hello Cynthia,   Welcome to the community and thank you for posting. We can certainly look into requesting your sales call for review to determine whether the sales rep set the appropriate expectations. I'll post back once I get the results. Your patience and understanding are much appreciated.   -Damian  ... View more