About Damian

Glenn,   Your previous posts have been removed from our community. Our tech support section should be used for proper troubleshooting. It appears you are unwilling to perform the necessary steps in order for your issue to be proven and taken seriously. Because of this, we felt your post was a misuse of our community and this section. If you would like to perform the data depletion test, you may continue to post in the tech support section, however, it will be removed if the same behavior continues and could result in a ban from the community altogether. You are also allowed to post anywhere you please, but I implore you to follow our terms of service going forward https://legal.hughesnet.com/CommunityGuidelines.cfm.    -Damian  ... View more

@Geoffrey Leach,     Thank you for contacting us. Have you experienced this specific issue in the past and when did it start taking place? We are experiencing an issue where HughesNet email addresses are being blacklisted by other email providers, and I am still waiting for an update/fix for this. I do not believe this is causing an issue for you specifically since you both are able to email and receive for everyone else. I am going to check our reports for any issues pertinent to the one you are experiencing and will update you on any information I can gather.    -Damian     ... View more

@drobi1,   Welcome to the community and thank you for posting. At this time, we are unable to locate any details about this process due to the fact that the escalation is originating from the rebate center. In order to receive an update on what they have done so far, you will need to call 800-310-0540.    -Damian  ... View more

@SanLan,   To address your concerns along with everyone else's on this thread, I am double-checking with our email admins for updates on this situation. I understand this is an inconvenience, but we are doing our best to fix this. In the meantime, I recommend forwarding your emails to a different address and responding to them there. You can also keep a copy of the emails on our webmail server until this is fixed. Instructions on how to do this can be found by visiting https://community.hughesnet.com/t5/myAccount-and-Billing/Is-it-possible-to-auto-forward-Hughes-email-to-my-gmail-account/td-p/3902. I will post again once I have updates from our email admins.     -Damian    ... View more

@VickyA ,   When attempting to review the devices that may have used this data, it appears the modem was reset and the history of devices connected has been cleared. I am only able to see the ATA unit currently, which does not count against your data expenditure. If you had a chance to check before the reset occurred, please let us know what you were able to find.    -Damian  ... View more

@macsociety, Thank you for contacting us again. I am sorry to hear you are still experiencing this issue. When running diagnostics on the equipment, it appears the beam you are on is no longer experiencing an issue. The technician was correct in the fact that switching would most likely not make a difference, as there are no reported issues on your beam currently, and your signal quality is above average. All I can see right now is that you have exceeded the monthly data allotment and there are a large number of devices connected to the network at once. While our modem can usually support many devices split between the networks, bandwidth allocation can cause certain devices to take priority depending on their actions. I also see what I believe is Gigabyte Switch connected to the LAN. Due to the nature of these devices, I can not see or confirm the number of devices connected to the switch. If there are additional devices connected to the switch, this could further cause the issue I believe you may actually suffering from. I highly recommend removing as many devices from your network as you can, especially in your current throttled state. Please let me know if your speeds improve after doing this.    I understand you believe the service is still slow even when your speeds are not being throttled, but there is no evidence on our side of there being an issue with the equipment or beam currently. While I do not doubt your experience, our only other option at this point would be to escalate another case, now that you are no longer on an affected beam. Once your data refreshes and your speeds are no longer being reduced, we will need testmy.net speed test results which you may have already done in the past. I would run them for you but your speed test results, while the service is being throttled, are not valid for escalation. Doing this will also allow the correct method to be performed for your service, which may include switching you back to E17, but it is not likely.    -Damian  ... View more

Hello @coogen,   Thank you for contacting us. I am sorry to hear you are experiencing issues getting your Nest product set up on our service. I would try toggling the UPNP feature to see if that makes a difference. You can find instructions here  https://community.hughesnet.com/t5/Tech-Support/Resolution-for-Connecting-to-Certain-Websites-Xbox-Connectivity/m-p/77058/thread-id/55018. Please let me know if this helps.    -Damian  ... View more

@Dgill9241,   I apologize for the delay in response. I was successfully able to schedule an appointment for you today. The dispatch is currently scheduled for Sunday, Dec 8, 2019, between 02:00 PM-05:00 PM. The scheduling department will call you soon to confirm this appointment. If you wish to change this for another time or day, you can do so once they call the phone number you provided me. I am confident our technicians will be able to resolve this issue. Please keep me updated on your status after the repair.   -Damian    ... View more

@Silviron,   Thank you for contacting us again and I apologize for the delay.  After running diagnostics on your equipment, it appears the hardware itself is fully operational for both the modem and radio transmitter. Where the issue lies is with the radio's ability to transmit due to interruption.    "Aloha Start" refers to the dish attempting to establish a connection with the gateway. Normally, poor weather will cause this to repeat itself because there is an interruption in signal transfer. Things such as snow, rain, and heavy cloud coverage will result in this. I checked your specific area and there appears to be a winter storm warning active which is predicted to result in 4-10 inches of snow. I am confident the heavy cloud coverage and snow are causing an interruption in signal. This is why the issue is intermittent but works perfectly when the service returns. I apologize for the inconvenience but it does look like the weather will clear up by Friday-Saturday.    I believe it was still a good idea to buy a backup modem just in case, as we do not manufacture your specific one anymore, and are unable to send a replacement if it is ever needed. In the chance that the weather is not the only thing causing this issue and your service has not normalized by Friday-Saturday, we will be more than happy to escalate this case internally for deep troubleshooting. Please keep me updated on your status.       -Damian    ... View more

@Dgill9241,   Thank you for contacting us and welcome to the community. After running diagnostics on your equipment, it appears @GabeU was correct. We are seeing poor alignment with the dish outside. It is possible that the weather could have caused the dish to shift in some way resulting in poor alignment. In light of this, I would like to send out a technician to fix this. 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

@VickyA,   I am sorry to hear this. I have created an internal case to let our engineers know that you are only able to receive calls in the afternoon and that any earlier will not be answered. It also appears they have already scheduled a callback for the 23rd. I am confident our engineers will see this case before the 23rd, and adjust their time.         -Damian   ... View more

@VickyA,   It appears our engineers have been attempting to reach out to you with updates regarding your issue. While I cannot see specific details of the results, I'm sure they will be documented once it is discussed with you. In the meantime, I believe  @GabeU has provided great information on what could be causing this and steps to take to relive buffering while streaming. I also checked the devices connected to your network and it appears the Amazon devices is using the most data on average.  When it comes to slow speeds while browsing, I am confident this will be tackled once you speak with our engineers.    -Damian  ... View more

@SanLan,   After escalating this case, it appears our email administrators are already aware of this and are working to address the blacklisting issue in general. We do not have a concrete date for a complete fix but I assure you this will not be a permanent issue. If we receive any major updates, I will post them here.    -Damian  ... View more

Hello @VickyA,   Thank you for contacting us again. Your diagnostics are almost identical to the last time we ran them, as far as speeds and functionality are concerned. I do see that you have exceeded your monthly data allotment, and are currently receiving reduced speeds. I understand you feel as though the speeds are slow indefinitely, but it is true that streaming issues are experienced more during throttled periods. At this time, I believe it would be best to go over different streaming methods since this appears to be the specific issue you are experiencing. You can also reference some of the tips already provided in our previous conversations.    If you would like to wait for results to be found from your escalated case instead, I completely understand and appreciate your patience while this is being investigated. Once we have information on this, you will be notified, and the number you provided in your recent case will be the point of contact.      -Damian    ... View more

@bkd, Thank you for your patience while this investigation was being completed. I have private messaged you the results from this investigation. Please refer there for information.  -Damian  ... View more

@SanLan,   That is unfortunate. I will escalate this case internally to obtain an update from our email admins, regarding this issue.   -Damian   ... View more

Hello @bkd,   Thank you for contacting us again. I am sorry to hear you believe you were misled. I will review the sales call and provide you the results via private message. Please allow up to a full business week for this investigation to be completed. Thank you for your patience in advance.    -Damian    ... View more

Hello @Paksena,   Thank you for contacting us. We have recently been experiencing an issue with the Customer Management Center in general. I am following the reports from our engineers who are currently in the process of fixing this. These issues usually manifest after server maintenance but do get resolved fairly quickly. I will keep you updated as soon as there are updates provided.    -Damian  ... View more

@SanLan,   I am very glad to hear this has been resolved. Again, I apologize for the inconvenience this may have caused. Please reach out any time if you ever need assistance with anything else     -Damian    ... View more

@TracyMills2003,   Thank you for reaching out to us. I am sorry to hear the phone service is not working porerpelyAfter reviewing the account, it does appear the dish is suffering from poor alignment. Please check for any obstructions around the dish. If you are unable to find any, I recommend calling into our support line at 1-866-347-3292 and having a technician sent out. I will create a case detailing my findings. Please lookout for a private message from me, which will include a case number that you can provide the representative you speak with.      -Damian          ... View more

@SanLan,   Thank you for contacting us. I do believe our IP may have been blacklisted by AOL. While we cannot resolve this immediately, our email admins work diligently to resolve things such as this. Based on previous instances, I do not believe this will take more than a few weeks to be resolved. I understand this is inconvenient but some of our customers do not use their email address appropriately and this can result in penalization.    -Damian           ... View more