About Damian

ItsJustin,   Ok, it sounds like we are going to need to send a technician out. Please private message me the best dates and times that work best for you. I will follow up with more dispatch details through there. You can send a private message to me by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 . If you would instead like to speak with a representative over the phone while scheduling this appointment please call 1-866-347-3292. -Damian  ... View more

ItsJustin,   This state code is usually due to the coaxial cable in the back of the modem being loose or damaged. In order to replace that whole wire it would require a tech to come out. Before we do that, you can try unscrewing the cable from the back of the modem and checking for a bent pin. After that you can screw it back on tightly and see if that changes anything. If not let me know.  -Damian  ... View more

ItsJustin,   I see. The last step is to identify exactly what is happening to the service and to do so we will need to obtain the state code. If you see lights on the modem where "WiFi" or "LAN" are labeled, you will be able to access the modem's control center. This is where we will be able to locate the state code. To do this, open any browser you would like on a computer or device connected to your HughesNet modem. In the address bar at the top of the page, type in 192.168.0.1 or systemcontrolcenter.com. This will populate the control center for your modem. At the top of the page, please click on the "System Status" link. The next page will load where the state code will be displayed in the first information box. Your state code should be in a format such as "0.0.0" -Damian  ... View more

@ItsJustin,   If you can one more time, unplug you modem directly from the power outlet for 30 to 60 seconds to allow the modem to fully reset. You will need to wait another full 2 minutes after plugging it back in. Please update me after that and we can explore other steps. Thank you for your patience while we troubleshoot this. -Damian ... View more

ItsJustin,   Thank you for letting me know this. Are you using your own router in conjunction with the Hughes supplied HT3000W modem or just our modem? -Damian  ... View more

ItsJustin,   Thank you for providing that info. I was able to locate your account in the system.  The weather at your location and gateway seems to be clear which rules out a weather issue. If possible, could you check to make sure the coaxial cable is still screwed snuggly into the modem. If it is, and your dish is on the ground, can you also check to make sure there are no obstructions to the dish or line of site and that the cable is screwed in snuggly?  -Damian  ... View more

@ItsJustin   Thankyou for reaching out to us and I am sorry to hear his. Please private message me the phone number associated with your account and I will look into what could be causing this. You can send a private message by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 . -Damian  ... View more

@Nevaeh24    Welcome to the community and thank you for posting. I am sorry to hear this. If the reps are saying the service is working fine on our end and its your device, that most likely means you either are too far away from the modem or the device you are using is experiencing issues. It could also mean you have exceeded the data plan. If none of the devices on your network were working or if all of your devices were experiencing this issue, then it would likely be an issue on our side. I can confirm this for you if you want by running remote diagnostics, but first I would try getting a bit closer to the modem and seeing if that improves things.  -Damian      ... View more

@winsome31,   Thank you for reaching out to us again. Our community platform is designed to support residential customers only and therefore, support for you business account can not be gained here. Please call our business support line at 1-800-347-3272. -Damian  ... View more

@bhendrix,   Thank you for reaching out to us and I am very sorry to hear this. While I admit this is the first time I have heard of something like this happening, we do take it seriously and will do what we can to get your address removed from the mailing list permanently. May you please provide your full address to me via private message so we can get this processed. You can click this link to send the PM https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 . -Damian   ... View more

@MontanaDave,   Thank you for reaching out and I am sorry to hear this. Periodically, Hughesnet and the external email server will experience an issue that only affects external email clients such as Outlook. This resolves on its own at random and there is no current fix for it outside of using direct email methods for the time being. Our engineers have been working on this for a very long time and unfortunately the issue still persists here and there. I apologize for any inconvenience this is causing. -Damian  ... View more

Rino744043,   Thank you for providing that info as well as your information. We are experiencing internal issues preventing me from sending out a new modem on this platform. This does mean you will need to call our support line and have one sent out to you. I am, however, able waive the fee for you in full. Just make sure you post here again to let me know one has been sent out and I will process the fee waive. I apologize for the inconvenience. -Damian       ... View more

@Rino744043   Thank you for posting and welcome to the community. I am very sorry to hear this. Please private message me the phone number associated with your account so I can locate you in the system. You can send me a private message by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 .     I wanted to let you know in the event we send out a new modem, it is normal for connection to be somewhat intermittent during the first 24 hours after installation and modem hook up. It is usually less time than this but can last this long as the modem is downloading firmware and various updates. Leaving it plugged in is very important. The state code you provided normally happens when registration or a firmware update was interrupted by being powdered down or unplugged from the IFL cable. I know in this case you said the modem overheated so you unplugged it which makes sense. These modems can run pretty hot but were there any other indications of overheating besides being hot to the touch? Did you observe any lights blinking or illumination before you unplugged it?   -Damian   ... View more

@Jharris   Thank you for reaching out to us and welcome to Hughesnet. On installation day, it is important to give the service about 24 hours to judge true performance as there is a good amount of firmware updates being downloaded by the modem. This can slow speeds down quite a bit for the first 24 hours. It does not always take that long but it can.   Out of curiosity, were you able to do any research about satellite internet and how it works compared to the common cable and DSL providers before you signed up with our service?  ... View more

@marygi20,   Thank you for reaching out to us. I am sorry to hear you are experiencing this and I would love to help. Please private message me the phone number associated with your account so I can locate you in the system and begin remote troubleshooting. You can do so by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 .     Also, when it comes to technicians and contractor companies, they normally will not respond to you without an official work order being present. You would need to have a tech appointment set up by us and wait to hear from the third party tech to begin corresponding.  -Damian  ... View more

@Jamie388    Thank you for reaching out to us and I am sorry to hear this. Everything maratsade relayed to you is accurate and true. If you haven't already performed troubleshooting over the phone, please click this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 to send me the phone number associated with your account so I can locate you in the system. From there, I can help troubleshoot and provide you with many tips to help you get the most out of our service.     If your goal was mainly to have the ETF fee waived, this is unfortunately, not something I will be able to do for the reasons highlighted by maratsade above. You can also try calling our support number at 1-866-347-3292  and relaying this info if you are still planning on canceling. You would only be able to cancel your account over the phone anyways, due to account security.  -Damian  ... View more

@mark_shaffer100,   Thank you for reaching out to us and I am sorry to hear this. From the sounds of things, the trees are obstructing the line of sight for the dish which will normally cause intermittent connectivity and impaired speeds. This on top of being in the FAP state will also cause the issues you are experiencing. I can still run remote diagnostics before you begin trimming trees, to confirm the signal quality of the dish. This will also rule out any other causes. Please private message me the phone number associated with your account if you would like me to do this. You can send me the message by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644  . -Damian   ... View more

@winsome31,   Port forwarding is not a feature officially supported or offered on residential accounts due to residential accounts having dynamic IP's only. The modem interface for DSS accounts is also limited and is designed to not not allow access to the port forwarding menu. If you are on residential and somehow have had access to this menu, that feature cannot be supported here on this platform for DSS accounts. -Damian  ... View more

@winsome31    Thank you for reaching out to us and I am sorry to hear this. Our community page is designed to support residential customers only (DSS). For issues with your business account, please call 1-800-347-3272.    -Damian  ... View more

@crazyJoe,   Thank you for reaching out to us and I am sorry to hear this. Our email system has been experiencing many issues for quite sometime and may potentially begin to be phased out in the future. There is no official word on this yet and this information could change. In the meantime, I recommend using a different and more supported/established email provider, as there is no actual fix for the issue you are experiencing. I do apologize for any inconvenience this may be causing. -Damian     ... View more

@Bhoelzel,   I also wanted to add the weather in your area appears to be very cloudy which can block the line of sight of the dish resulting in disconnections and intermittent service or no service at times. If service improves once the sky is clearer, this was the actual cause.  -Damian  ... View more

Bhoelzel,   Thank you for providing me that info. I was able to locate the account. After running remote diagnostics, it appears the equipment is fully operational, however, the account is in FAP (Fair Access Policy) state due to exceeding the monthly data limit. I also see that you have an external router plugged into the Hughesnet modem router. I recommend trying to access the internet service without your external router to test connection. If it works, then your external router needs to be power cycled and reset by unplugging and plugging it back in. Let me know if things work after this. -Damian   ... View more

Bhoelzel,   Thank you for posting and welcome to the community. I am very sorry to hear you have been experiencing this.  I was unable to locate you in the system. Please private message me the phone number associated with your account so I can locate you in the system. Please click this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 -Damian   ... View more

@FordGuy   The case number you provided does notate the suspension request with phone support. I see the account was successfully placed on suspension today for 6 months and you should expect the service to be stopped within 24 hours. This is according to the notes from the case. I apologize for any misunderstandings that took place during the first conversation with support. -Damian  ... View more