About Damian

@Wyazjr,   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

@FinalPam,   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 @Wyazjr,     Thank you for posting and welcome to the community. I am sorry to hear you are having an issue with the phone service. The signal quality you posted is above average and does not raise a concern. In order to determine the cause of this issue, I will need to know a bit of information.   1. Are you using a wireless phone or corded?    2. How long have you been experiencing this issue?   -Damian   ... View more

Hello FinalPam,   Welcome to the community and thank you for posting. I am sorry to hear you are experiencing this. After reviewing your account, I see you called in to have a new modem sent out to you. Once this new modem arrives, please update me on your status.    -Damian  ... View more

@Graciasifuentes,   Thank you for your patience while the call was being investigated. I have finished reviewing this and have private messaged you details regarding the resolution.      -Damian  ... View more

Hello @Graciasifuentes,     Thank you for posting and welcome to the community. I will review the call to determine whether or not you were informed of the account balance details correctly. Please allow up to a full business week for this investigation to be completed. In the meantime, you can review over your account balance by logging into the Support Center: http://supportcenter.myhughesnet.com and following the instructions here: http://hninfo.us/viewbill If you want to see a breakdown of your bill, open the bill and click the "View Site Details" link in the bottom left corner.     -Damian  ... View more

@DebiLynne,   It appears a technician was recently out to replace the cables. After running diagnostics currently, it appears the equipment is now fully operational. I am glad we were able to restore your service. If you still have concerns you feel need to be addressed by a supervisor, you will need to call our support line at 866-347-3292 to speak with one.      -Damian  ... View more

@Shadowed,   I'm sorry to hear the issue is still continuing. I see our representatives have now issued out a technician to check the equipment for any underlying issues. The dish shows a not so great alignment that could be causing this problem. In very rare cases, an issue may arise that cannot necessarily be determined by remote diagnostics. If this is your case, the technician should be able to resolve or improve this, especially since it was able to work before.     -Damian          ... View more

@Rickytb82,   We're closing this thread since we never got a reply from you. If you would still like for this issue to be investigated, please private message me the case number associated with the call that took place.    -Damian  ... View more

@cridley,   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 @DebiLynne,   Thank you for contacting us. I see you called in today to discuss your appointment. Due to the fact that your coaxial cables were damaged, this requires an install technician. They are only needed for special circumstances like your own, which means they are not readily available in the way our normal repair technicians are, so it takes longer to get things set up with them. Install technicians are trained in install and de-install procedures, which involves wiring.   I apologize this process is lengthy, but I am confident the technician will be able to resolve your issue once the repair is complete.      -Damian  ... View more

Hello @azmckee,     Thank you for reaching out to us and welcome to the community. I am sorry to hear you experienced this. There is, unfortunately, nothing that can be done to make the 10-day process faster. This is a set parameter for our refund system. In regards to cancellation confirmation, you can log into your support center account and view your final bill as well as check your email once your grace period has ended. You will receive an automated email confirmation of your terminated status. As it stands, what you paid was your final bill, and there are no scheduled payments to be deducted from the account going forward. If you are concerned with your payment method being automatically charged in the future, I recommend calling into our support line and having your payment method switched to the invoice option, after you receive the refund. It is important to not change the payment method right away, as it must be the same payment method used that receives the refund. After receiving the refund, switching to the invoice option would also allow you to receive confirmation of your final bill in paper form.   -Damian  ... View more

Hello @Shadowed,     Thank you for posting and welcome to the community. After running diagnostics, it does appear that your equipment is fully operational and your speeds are adequate for your plan. Since there were no apparent equipment issues to troubleshoot, it was recommended by our advance technical department that you call back in between the hours of 9 AM to 5 PM EST, to speak with our HTS department. I am confident they will be able to determine the issue and provide information.    -Damian  ... View more

@Ginag,   The investigation has been completed. I have private messaged you the results along with the steps we will be taking next.    -Damian      ... View more

@Snw1234,   I have sent a private message to you again. As @GabeU stated previously, please make sure you click the envelope on the upper right of the page. Click on the envelope to go to the PM, and then click on the title of the PM to read its contents in their entirety. Please make sure you are doing this on this community page and not your HughesNet email.      -Damian   ... View more

@Rickytb82,   Thank you for posting and welcome to the community. I am sorry to hear this. I would like to review the recorded conversation for investigation. If you may, please private message me the case number associated.     -Damian  ... View more

@Beastshade,   Thank you for your patience while dealing with this issue. Your appointment has now been scheduled. Please refer to your private messages for further details.      -Damian   ... View more

Hello @Beastshade,   Thank you for posting and welcome to the community. I am sorry to hear you are experiencing this issue. I appreciate you for being proactive with your troubleshooting as you have allowed us to investigate more accurately and efficiently. After running diagnostics, it appears that the alignment of the dish outside is below standard. This is resulting in severe packet loss along with other issues that hinder service performance. In light of this information, I would like to send out a technician free of charge. 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 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