About Damian

@amspaucm,   It appears the modem arrived a few days ago and your service is currently up and running again. I'm glad we were able to assist you and should any other problems arise, please start a new thread and include a detailed explanation.    -Damian  ... View more

Jeff,   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

David,   Its been a while since we last heard from you. If you are still having this issue, please start a new thread and update us on your current status.   -Damian ... View more

Cody,   It's been a while since we last heard from you, so we will close this thread. It appears your service is currently back up and running. If you ever have this issue again or any other concerns, please message me as soon as possible with the details requested in my last post or create a new thread detailing your other concerns.    -Damian  ... View more

Hello Jeff,   Thank you for contacting us. After reviewing your account, it appears you were successfully able to update your information with one of our agents. Generally, the card will remain valid until you are in the month the card is set to expire. It is recommended to update the payment method a month or two before this happens.  If you ever have any further questions regarding updating your billing information, please contact us at your best convenience.    -Damian  ... View more

Hello Greg,   There are currently no reports of this issue affecting anyone. Please try clearing your cache and cookies as well as trying a different browser. I also recommend logging into your support center account first before clicking the link, if you are not already doing it this way. Please let me know if these methods help.   -Damian ... View more

@amspaucm,   Thank you for providing me with that information. In case you are unable to see the private message I replied with, I have issued a shipment free of charge, which will arrive in 3-5 business days. The box will come with instructions to set up the new modem. Once you have reconnected the modem, please wait 5 mins for the modem to re-associate and then test the connection. If you need any assistance with this process, please reach out as soon as you can.    -Damian  ... View more

Hello @ amspaucm,   Thank you for contacting us. I am sorry to hear your modem is not working after the power surge. I attempted to check your modem remotely and was not able to get communication. I would like to send out a modem replacement for you, however, I will need confirmation of the address. Please keep in mind the address we send the new modem to cannot be a PO box. Please private message me the address to send it to, as well as the first and last name of the recipient.    -Damian  ... View more

Lora,   I have finished investigating this issue. Please private message me so that I can update you on my findings.    -Damian  ... View more

Hello Star,   Thank you for reaching out to us. Currently, it appears some customers are experiencing a similar issue when attempting to make payments online while logged in. It is currently being worked on by our engineering team and should be resolved within the next few weeks or less. In the meantime, I recommend logging out of your account then clicking on the "Pay now" option at the top of the support center home page. This will bring you to a page where you will have to type in your account information. If this doesn't work, you can make a one-time payment over the phone by calling 866-347-3292.   In regards to your service, I apologize for the experience you are having. It appears your equipment is fully operational and receiving adequate speeds currently. It seems the Roku device you have connected uses the most data on average. While you may not be using your devices often, they do pull large amounts of data over time when in use. I recommend taking advantage of your Bonus Zone from 2 AM to 8 AM. You do not need to be awake for this, but it is recommended to schedule any downloads or updates for this period of time since you normally have most of this data remaining each month.      -Damian  ... View more

Cody,   I apologize for the delay. It seems we still do not have communication with your modem on our end either. I believe it will be best to have a technician come out and manually repair the equipment free of charge. In order to set up and appointment for you, please private message me with a primary email and phone number for the technician to contact, along with the first and last name of the person that will be there at the time of the appointment. The person on site does not have to be yourself, however, they must be over the age of 18 years old. Appointment dates are dependent on the schedule for your local technician, so a date requested may or may not be available. Please provide me with dates and times that work the best for you, and I will schedule something as close to your request as possible. This date can ultimately be changed once the technician calls to confirm the appointment.    -Damian  ... View more

Russell,   It has been a while since we last heard from you, so we will close this thread. Your equipment appears to be fully operational on our end, but if you still have concerns, please start a new thread and update us on your current status so we can better assist you.   -Damian  ... View more

David, Thank you for providing me that information via private message. I was able to schedule an appointment for Tuesday, Apr 2, 2019, between 02:00 PM-05:00 PM. Since you will not be home until 4 pm, you can inform the technician they can arrive later into the scheduled window, once they contact you. After the repair is complete, please update us on your status.     -Damian  ... View more

David,   An investigation on your issue has been completed. We have come up with a fix that will allow you to receive full speeds. This would require a technician to come out and make adjustments to your dish manually. I will waive the fee for a technician to come out since this was not caused by something on your end. Please private message me a primary email and phone number for the technician to contact, along with the first and last name of the person that will be there at the time of the appointment. The person on site does not have to be yourself, however, they must be over the age of 18 years old. Appointment dates are dependent on the schedule for your local technician, so a date requested may or may not be available. Please provide me with dates and times that work the best for you, and I will schedule something as close to your request as possible. This date can ultimately be changed once the technician calls to confirm the appointment.     -Damian ... View more

Ronald,    It's been a while since we last heard from you, so we will close this thread. If you still have concerns and the problem was not resolved on its own, please start a new thread and update us on your current status, after following the instructions posted in this thread.    -Damian  ... View more

Hello Cody,   Thank you for contacting us. I am sorry to hear you are experiencing this. After looking at your account, I see we still have no communication with the modem. Please try the steps @GabeU posted first. Also, check to make sure the coaxial cable in the back of the modem is secured snuggly. Once you have tried these steps, please update us on your status.    -Damian ... View more

Hello Lora,   Thank you for reaching out to us. I have edited out the personal number in your post due to privacy concerns. In regards to the sales call, I will review this to confirm whether or not accurate information was given. Please allow up to a full business week for this investigation to be completed. I will update you as soon as possible. Also, your account does appear to be on the automatic payment option. This information is saved when making your initial payment, which is supported in our Terms And Conditions. This can be removed and changed at any time, to avoid having your monthly payment collected from the card. Let me know if you would like to have your payment method switched to invoice, as this would remove your card information from the account and send you out a paper bill every month instead.   -Damian  ... View more

David,   I do apologize for the delay. While there are no current updates with a fix, your case is still being investigated. Due to the amount of time this is taking, I have applied a discount of $30 off for 6 months, which will appear once your next bill generates. I understand the discount does not fix the issue, however, we do not believe you should have to pay in full while dealing with this situation. We are working diligently to figure out what is causing your slow speeds and will provide a resolution once the investigation is completed.      -Damian ... View more

Russell,   I am sorry you hear this. Since the modem was just recently replaced, I recommend giving it about 24 hours. You should see improvements over time, as the brand new modem finishes associating. I will continue to monitor on my end as well. Please refrain from power cycling the modem until 24 hours have passed.    -Damian  ... View more