About Damian

@moskeeland,   Thank you for providing me that information via private message. Upon researching your account, it appears you have a Business account. Unfortunately, our social media/community platforms are designed to support Residential customers only. This means I will be unable to look into your account or provide porting information as it may differ between Residential and Business. For assistance with this issue, please call Business support at 1-800-347-3272. I am confident our representatives will be able to provide information and resolve this for you.      -Damian ... View more

@moskeeland,   Thank you for posting and welcome to the community. I am sorry to hear you are experiencing this. I would like to look into this issue and provide assistance. Please private message me the phone number associated with your account and I will begin   -Damian  ... View more

@JBannon,    I am very glad to hear this was able to be resolved. Please feel free to reach out again if you ever need assistance in the future.   -Damian  ... View more

@JBannon,   Thank you for providing me that information. I was successfully able to schedule an appointment for Monday, May 18, 2020 between 02:00 PM-05:00 PM. The scheduling department will call you to confirm this appointment. Once they do, you can change the scheduled date as needed. Also, the fee has been waived due to the amount of time you have been without service. For further compensation, you will need to call our support line.    Please update us here as soon as the repair is complete. I am confident the technician will be able to resolve this.    -Damian  ... View more

@JBannon,   There is a chance that this state code is hiding a real issue that cannot be detected remotely. If you would like, we can send a technician out there to check the equipment on site. While I will not be able to provide any type of refund through this platform, I will be able to send a technician out free of charge. If you would like this, 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

@JBannon,   Thank you for providing me with this information. Originally, I had stated that your issue did not appear to be weather-related, as the weather in your area was not poor at that time I ran diagnostics. I had a suspicion because your system light was off but everything else was still illuminated. This means the equipment is most likely operational and the problem lies with signal/transmission. I now see that there has been persistent cloud coverage in your area. The state code you just posted is associated with an error in our greeting system between all points of transmission. This error happens when there is heavy tree coverage or cloud coverage that causes an interuption in this process. On top of this, you state the service worked for about a week and then began to have issues right when the cloud coverage started, according to your local forecast. At this time, the best thing we can do is wait for the weather to clear and run diagnostics again. More than likely, the service will return with no issue. I do apologize for the inconvenience.     -Damian  ... View more

@JBannon,   Thank you for reaching out to us and welcome to the community. I am sorry to hear you are experiencing this. @GabeU explained very well why contact with support has become more difficult and we deeply apologize for the inconvenience. We are working very hard every day, figuring out more ways to improve response time and proper attention to all avenues of support.   Because we do not currently have communication with your modem remotely, and the weather does not appear to be a cause, we will need a little bit of help from your end. Once we have this, we can provide the correct assistance for this issue. In order to find out what is happening to the service, 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". Once you find your specific state code, please post it here so that we can continue with the next troubleshooting steps.    -Damian  ... View more

@Alwayspayin, Thank you for posting an update. I am also glad the service is up and running now. In regards to compensation, I have private messaged you the details. Please refer there for specific information.  -Damian  ... View more

@Kurtzsm80,   If you have already canceled the service, I am unable to make any alterations to the account at this time. This includes launching investigations, as this can only be done when the account is still active. If you have not canceled yet, please private message me the phone number associated with your account and I will begin reviewing the sales call. Normally we are able to locate your account though the community, however, you did not sign up with an associated HughesNet account.    -Damian  ... View more

@icyman61,   First, I stated that your "equipment" is fully operational. This refers to the equipment such as your radio transmitter and modem, as these are some of the things diagnostics can tell us. Secondly, your signal quality score is around 98. This is about 13 points above what we consider a great signal quality. The site history profile also shows it has been this way for many months. This eliminates an alignment issue as something relevant to your specific issue.   In order to check the weather, we use an internal tool that determines this by accessing your equipment remotely, as well as AccuWeather for confirmation. Both showed heavy cloud coverage at your location and Gateway. This is why I mentioned it. Your gateway is in San Diego, CA. While this location is usually sunny, it has not been for the past few days and looks like it will continue for a few more. This does not always cause an issue but because the speed tests for your account are not working remotely and there are no apparent equipment issues, it is extremely likely the cloud coverage is the cause for our time outs.    As it stands right now, we have zero proof of your issue without the speed tests requested. I cannot launch an investigation without proof and documentation of your issue, especially if the reason for the sales call review is related to the amount of throttled speed you should be receiving. If you were misinformed about something else, not related to this at all, I could launch the investigation right away. This usually takes a full business week to complete. If this is the case, please provide a detailed explanation of something else you were misinformed on. If you are still planning to provide the speed test results that have been requested, I will be awaiting your results tomorrow and the original procedure will be followed as stated.      -Damian  ... View more

@icyman61,     Thank you for providing me this information. I was able to locate the account. After running diagnostics, it appears the equipment is fully operational, however, we are unable to run a remote speed test due to frequent time outs. This could be due to the fact that both your site location and Gateway location are experiencing heavy cloud coverage at the moment. This can interfere with the signal and our remote tools as well. In the meantime, I would like to get your speeds documented before I begin reviewing the sales call. Also, once I launch the investigation, I will be listening for guarantees of speed or any other misinformation that may have been stated.    In regards to running the speed test on testmy.net, here are the instructions below:    Please do these tests while directly connected to the HughesNet modem with a LAN cable (wifi must be disabled*, NO third party Router or Wireless devices can be used for testing) -use the 25MB size download test file ONLY.   -If testing upload instead of download, you must use a 4MB size upload test file   -space each test at least 5 minutes apart   -post your results URL here, it may look something like http://testmy.net/quickstats/yourusername   For a more in-depth guide on running the tests, please visit: http://hninfo.us/speedtest *If you don't know how to disable the wifi in the HT2000W, read "How do I manage my built-in WiFi modem?" in this PDF: http://customer.kb.hughesnet.com/Documents/1041318-0001_a.pdf   Click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, 2.4Ghz Guest, 5Ghz, 5Ghz Guest).   -Damian  ... View more

@icyman61,   The information our Champions have provided is all correct. At the end of the day, our goal is to help you with your issue but there are certain protocols that must be followed, especially when launching an investigation. I have every intention of doing this after a technical issue has been determined and documented.    In order to proceed, please private message me the phone number associated with your account. We are normally able to locate this information on our own, however, it appears your Community account does not have a SAN attached. This will not be a problem, it just requires an extra step which is for you to provide the account information privately.   -Damian     ... View more

@icyman61,   Thank you for contacting us. Your grounds for this request are invalid until an actual issue has been determined and documented that conflicts with the information you received on your sales call. There are many things that could be causing slow speeds. Please let me know if you would like me to troubleshoot the service.     -Damian  ... View more

@Alwayspayin,   Thank you for posting and welcome to the community. This is a very rare predicament. After reviewing your account it does in fact appear that your account was suspended due to fraudulent activity regarding the different cards and originating countries used within a certain time frame. We do refer to this as "Lock reason 92: Identity Theft Multiple Countries". I see that the team this was escalated to has been trying to unlock your account but are unable to due to a $63.54 amount that is owed. I would like to help you with this but the case is already being handled by a different department that I would not be able to interfere with. I understand your frustration with the amount of time you have been waiting to regain service, but our only option is to wait until you receive a response from the corporate billing department. I would also like to compensate you after this issue has been resolved, for the days without service. While I do not have an exact amount or method of compensation, I can guarantee something will be done for your troubles.    -Damian     ... View more