About Damian

@thirdstonestudi,   I have new information for you that may help with your decision. As you may have heard through email or by speaking with our phone reps, the Spaceway satellite will no longer be available soon. This means that your current generation of service will eventually stop working altogether, and would require you to upgrade anyway. The good news is that there are no upfront costs associated with upgrading to Gen 5. There are many benefits to upgrading such as better speed and efficiency. The main benefit in this situation would be this issue being fixed automatically without any need for an escalated case.     -Damian    ... View more

@thirdstonestudi,   Thank you for your patience while I was working on this issue. I ran your modem through a series of troubleshooting steps. I was able to figure out that your issues are connected and not separate instances. This issue also appears to solely be a configuration issue. I was, unfortunately, unable to troubleshoot any further remotely. This is due to the fact that you are on an older generation of service in which there are some limitations to what I can do remotely. This would essentially require this issue to be escalated to our advanced technical support team. If you would like to take this step next, I can create an internal case to assist the representative you will ultimately speak with. This will detail the steps I took and inform them of your current issue as well as the next steps to take.     The only other option outside of this would be upgrading to Gen 5. This consolidates your modem and router into one, via the HT2000W modem, and ultimately fixes the issue. The configuration would be reset automatically with the new modem since it has to go through the initialization process. This is similar to what our advanced technical support team may be able to do, provided there are no other underlying issues. Please let me know what you would like to do next.     -Damian  ... View more

@2thirdstonestudi,   Thank you for posting and welcome to the community. I am very sorry to hear you have experienced these issues and that you haven't received a response from customer support yet. I definitely want to begin running diagnostics so that I can do the correct steps to repair this issue. I really appreciate you doing what you could from your end. That helps rule out some of the issues that could be causing these errors. Please give me some time to diagnose and troubleshoot. I will do everything I can remotely. Once I have finished, I will post any updates I have in this thread.    -Damian  ... View more

Hello James3179,   Thank you for posting and welcome to the community. I can confirm that your account has officially entered the cancellation process. Each account has a grace period after cancellation which means the service remains active for a little while. This is in place just in case the customer changes their mind and wants to re-initiate the service. Your grace period is set to end on 12/25/2021. Service will also end on this day. Once this date comes, a return box will be sent to the address on file. You will have exactly 45 days from that date to return the equipment to us. Sending the equipment back within this timeframe will ensure there are no equipment fees applied to your account. I can provide you with a tracking number once your grace period ends and the box is sent out. We do hope you were able to find another ISP that works for you.    -Damian    ... View more

@Geoffrey Leach,   Thank you for reaching out to us. I am unsure as to why you received this error. This may have been a singular event. Have you received this error since then?  ... View more

  @Binniewits,   Thank you for reaching out to us. Were you able to have your checking account added or are you still needing this to be done?    -Damian ... View more

@nevisnut,   Thank you for your patience. Please refer to your private message for details regarding the repoint.    -Damian ... View more

@Tbmayfield,   Thank you for posting and welcome to the community. Please private message me the phone number associated with your account and I will provide you with these details and look into why this may be happening.    -Damian  ... View more

@nevisnut,   Thank you for posting and welcome to the community. I am sorry to hear you are experiencing these issues. iMessage has been reported to work well in certain cases but like most things, latency can affect how quickly they go through. Of course, combined with the speeds being throttled, this can result in slow sending or failure to be sent altogether.     When it comes to running diagnostics, I am currently unable to get communication with the modem for an accurate reading. I can, however, see that there was bad alignment reported by the dish the last time there was communication. I will try running it again and if we are met with this same message, a technician will need to go out for a dish repoint.   -Damian   ... View more

@DollyB17,   Welcome to the community and thank you for posting. Were you able to receive help with this issue via phone support?. If not, please private message me the phone number associated with your account and I will run diagnostics.    -Damian  ... View more

Hello @agleach,   Thank you for reaching out again. I had replied to your post on your other thread but you may not have seen it. I will post my reply again. After running diagnostics on the equipment I can confirm that the dish alignment is poor and needs to be repointed by one of our on-site technicians. In light of this, I would like to send out a technician for you. 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

@bgreely,   While I am unsure of the specific fix that took place it looks like adjustments were made to the modem remotely that are responsible for the increase in speed. I do believe still having the tech come out is a great idea just in case something needs to be fixed/replaced that can't be worked on remotely. I will look a little deeper to see if there is some information on what specifically was fixed.    -Damian  ... View more

@bgreely,   Thank you for providing me with that info via private message. It appears we have no communication with the modem. Is the modem still plugged in? If it is, we may need to get the state code. I will walk you through this once you let me know if the modem is on and what lights are flashing.    -Damian   ... View more

Hello @bgreely,   Thank you for posting. I am sorry to hear you are experiencing these issues. I would definitely like to diagnose this issue and find a suitable solution. Please private message me the phone number associated with your account and I will get started.     -Damian  ... View more

Hello Sbrashers,   Thank you for reaching out to us and welcome to the community. I see you had called in to have a technician sent out. I am confident that the onsite technician will be able to resolve this issue for you. Please update me here after the repair.    -Damian    ... View more

@Username1,     I sent this message to you privately but you may have not seen it so I will post it here publically as well.     Thank you for providing me with that information. After running diagnostics it appears this may have just been a visual glitch. Now it does say you have used all of your tokens so in order to test this, if you buy tokens again, please let me know right away and I will watch the activity to see if anything strange appears. With that being said, I am sorry to hear you are having a hard time managing the monthly data allotment. Your specific data usage can vary greatly depending on what you are using the service for. Please review this link http://hninfo.us/datatips for helpful tips. Also as just a heads up so you know, it appears your Amazon device uses the most data on average out of all the other devices that are normally connected.    -Damian  ... View more

@Username1,   Thank you for reaching out to us and welcome to the community. I am sorry to hear you are experiencing a glitch like this. Please private message me the phone number associated with your account and I will begin looking into this for you.    -Damian  ... View more

@agleach,   Thank you for posting and welcome to the community. I apologize for the inconvenience this is causing you. After running diagnostics on the equipment I can confirm that the dish alignment is poor and needs to be repointed by one of our on-site technicians. In light of this, I would like to send out a technician for you. 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