About Damian

Hello @phyl_law,   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 @VickyA,   Thank you for providing these speed test results. When running diagnostics, I also see similar speeds on our end as well. I checked for any underlying issues such as bad alignment or modem malfunctions and I was unable to detect an issue with the equipment. If it hasn't already been mentioned previously, I recommend manually lowering the resolution of the content you are watching. Medium or standard is the recommended resolution. You can do this on most streaming services websites. If you would like instructions on how to do this with Netflix, please let me know. @GabeU has also provided many techniques to stream/view content successfully and I do hope they help.               -Damian          ... View more

@Deb5,   We're closing this thread since we never got a reply from you. I do see that all of the equipment has been successfully returned. Because of this, you will not be charged any Unreturned Equipment Fees. If you still have further questions, please create a new topic or send me a private message.    -Damian  ... View more

Hello @phyl_law,   Thank you for posting and welcome to the community. I am sorry to hear your voicemail pin is no longer working. You can try dialing *333 if your last four are not going through.   This PDF file http://voice.hughesnet.com/installguide/ has step by step instructions starting from Page 30 (skip to step 5 if you already have an account) or to page 45-46 on how to reset your voicemail password and manage your VoIP service. Do not hesitate to call us at 1-866-347-3292 if you need to be walked through this process over the phone.      -Damian  ... View more

Hello @Deb5,   Thank you for posting and welcome to the community. The return box normally comes standard with a packaging slip. These slips have started to be placed on the outside of the box instead of the inside. I recommend checking there as well. If your packaging slip is not there either, please send the equipment back without the slip and I will manually monitor the return.    -Damian  ... View more

Hello @Tonya_Brandon,   Thank you for posting and welcome to the community. I apologize for your experience regarding this upgrade. After reviewing the previous case notes on your account, it appears there was a system error when processing your upgrade to Gen 5. The box was sent out to you automatically but the service change is what suffered from the error. Because engineering oversees most background processes, they are the most equipped to correct an error such as this. I see you already have a case escalated and are expecting a call back within the next 2-3 business days. I am confident the team will be able to get this resolved. Please continue to use your HT2000W, as this will be needed once you are actually switched to Gen 5 service.        -Damian        ... View more

@Bugman2112,   I understand. If you ever need assistance in the future, please reach out again.    -Damian  ... View more

@tkonzie,   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

@Bugman2112,   I am glad to hear the technician was able to resolve this issue. I will keep this thread open until you have updated me on your speeds during peak hours.  ... View more

Hello @Bugman2112,   Thank you for reaching out to us. I apologize I was unable to get to this sooner. After reviewing your account, it appears you called in to have a technician sent out. I am confident the tech will be able to resolve this issue. If you have any questions about this process or would like to update us on your status after the repair, please let me know.     -Damian  ... View more

Hello @tkonzie,   Thank you for posting and welcome to the community. I am sorry to hear you are unable to access websites. This error can happen sometimes but it is usually corrected easily. First, please clear your browsing history, cache, and cookies, then restart the browser you are using. Next, make sure the time and date are accurate on your device. Lastly, if you have an anti-virus program, please run a scan to make sure there are no viruses on your computer. Please update me after you have performed these steps.   -Damian   ... View more

@Destinybarnhart,   Thank you for your patience while this call was being reviewed. I have private messaged you the results. Please refer there for information.    -Damian  ... View more

@Lynnwade46,    In light of this information, I would like to send out a technician free of charge.  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 one that matches 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

@Lynnwade46,   I am sorry to hear that. Please let me know how many lights are flashing or illuminated on your modem and which ones they are. Also, power cycle the modem once by unplugging it from the wall outlet for 30 seconds and allowing up to 2 minutes for the modem to fully power back on, once it is plugged back in. And finally, if you can access the system control center again, please let me know what state code you are seeing now.    -Damian  ... View more

@Lynnwade46,   I am sorry to hear your service is still down. Once the service is restored, I will be crediting your account for the missed days of service. In regards to what @GabeU had mentioned, if the dish has been moved out of alignment recently, we would need to investigate this once the gateway issue has been resolved. In very rare cases, the prominent state code can mask an underlying state code, which will only be exposed once there is network communication again. We are getting reports back that customers are able to access their service now, so it should be soon that you are able to connect as well. If you are still unable to connect to the service by tomorrow, we will need to perform a different set of troubleshooting steps. This would mean the issue is no longer being caused by the gateway.    -Damian  ... View more

Hello @Lynnwade46,   Thank you for reaching out to us. We are not entertaining the idea that there is an issue with your modem or dish because there is nothing wrong with it. There are no errors in your diagnostic history to show us otherwise. When the equipment is fully operational, but you are getting a state code associated with poor weather, it becomes clear what is causing the issue. This is especially true since you claim to have not had a problem in the past 3 years. Your beam is located in Salt Lake City, Utah which has had many severe weather issues recently. Right now, the gateway is still recovering from these issues. Once this is resolved, the state code will go back to normal. We do have many preventative measures in place to protect the terminal from weather issues the best we can, and in your case, we have managed to spare you and many others from this over the previous years. Every once in a while, the weather can cause an issue we cannot prevent. I do apologize for the inconvenience but this is the nature of satellite internet technology.     -Damian  ... View more

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

@tricia8465,   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 the answers to these questions, so that we can more effectively help you.   -Damian  ... View more