4/21/06
Called cusotmer care to Upgrade to professional package.
reference number: 9523749
case number: 9524188
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4/21/06 9524925 called tech to see why intenet was not working at all spent hours on hold (wathed apollo 13 while waiting) finally at like 1:00 am got a tech on the phone, who helped my with issue realized that billing had moved me to another satelite which made it impossible for me to get service and the system could not be set up manually.
4/22/06 I called back later after sleeping on the issue and talked to Charlie who worked with me in an advanced settings area of the modem to manually commision the system. system continued to change back to it's original settings would not allow me to change the lat and long settings or any of the other settings we could not get it to commission, Charlie finally said they would send someone out.
4/23/06 I continued to work with the settings charlie had given me and eventually got the system to change the settings called back to tech and got Charlie again who was then able to get it to work. Technician never came to house.
case number 9525149
93,1046,45,h,h
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6-23-06
Case number 9844268 called and asked about paying in advance was placed on hold for 10 minutes while the rep "opened" my account. 612.00 for 6 months of service
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Started keeping records of my calls to tech support as the issue had not been resolved on
previous calls. I had been told by an advance tech rep to keep a diary of my calls I didn't think he was serious. I figured after the first issue that I would not have to call again. I was wrong system is a total joke.
7/19/06 One call to billing and two calls to tech:
Billing:
Called in was placed on hold for 20 minutes while representive "opened" my account (maybe she had to take a break)
Informed me that I Started service on 4/22/06 I am showing started service 4/21/06
Asked about cancelation of services was told.
300 disconnect fee,
400.00 Hdware Term Fee,
I asked for and address I could send a strongly worded letter to.
Gave me address of corporate:
Hughes Network Systems
11717 Exploration LN
Germantown MD, 20876
Attn: customer service
Mail stop: D3B
Informed me that only a tech could get me out of my contract.
Tech:
Page Can not be found error:
case number: 9997348
changed Proxy server and port
Page cannot be found error:
case number:
tech rep told me to delete all proxy settings.
http://192.168.0.1/fs/advanced/advanced.html advised me to disable turbo page. This does not work. Tried doing this over and over for several days it did not help at all.
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7/30/06
I am having major issues with this system. I am constantly having to reset the modem, constantly having to reset my computer. Often times when browsing from site to site I get error messages. At first I thought that this was a broken path between me and the web site I was trying to get to, or the web site was down. But I have been dealing with this now for so long that I know it is not a bad web site and most definately is not a bad path. This is with sites like Google.com and Ebay.com and Usbank.com I have called in about this several times, and nothing has been done to fix the problem. From day one I have had nothing with problems with your company. On day one you were supposed to upgrade my service, and instead put me on a different sattelite for three days no service, no credit offered and tech was no help I ended up fixing the issue my self, after 6 hours on the phone with tech. Then these Page cannot be displayed errors started, and I called in was told to change proxy settings, issue not resolved, called in again was told to change proxy settings, issue not resolved, called in again tech got defensive was told to take all proxy settings out still having issues. Either fix it or give my my money back and let me out of contract!!!
Please wait ...
http://www.mydirecway.com/
marcy has arrived to help you!
marcy says, "Thank you for contacting HughesNet Technical Support. My name is Marcy. How may I assist you today?"
You say, "Marcy I really upset with this system. I continue to have major issues and my frustration level has reached a fever pitch"
marcy says, "I understand the concern and would certainly provide you with the best possible support."
You say, "Just tell me what to do to fix this constant error message and inability to get onto web sites."
marcy says, "Before we go ahead could you please confirm me your Email Address , Site ID and the Name on the Account and your Billing Telephone number?"
marcy says, "Please give a minute as I pull up the records for you."
marcy says, "Thank you for the information."
marcy says, "Please open the website : 192.168.0.1"
You say, "I have it open"
marcy says, "Click on "system status" on the left side."
You say, "got it"
marcy says, "Let me know the signal strength, TX code, Rx code, TCP acceleration and WEB acceleration."
You say, "Signal Strength: 47, Tx code: 8, Rx code:5,Tcp: Operational, Web Acceleration: Operational; Upstream Addr: 172.22.128.14"
marcy says, "Please give me a min so that I may check whether you are getting the enough signal strength so that you could browse properly."
marcy says, "Everything seems to be fine."
marcy says, "In this case I would request you to follow few steps which I am going to provide to you in order to resolve the issue :"
You say, "Okay go a head"
marcy says, "Thank You"
marcy says, "1. Launch Internet Explorer."
marcy says, "2. Select Tools from the menu bar."
marcy says, "3. Select Internet Options."
You say, "done"
marcy says, "4. Click the General tab."
marcy says, "5. In the Temporary Internet files section, click Delete Files."
marcy says, "6. In the Delete Files window, place a check in box next to Delete all offline content."
marcy says, "7. Click OK."
marcy says, "8. Also delete cookies"
marcy says, "9. Click OK to close the Internet Options window."
You say, "Ok I have done all fo that now"
marcy says, "Ok"
marcy says, "1. Please launch Internet Explorer. "
marcy says, "2. From the Menu click Tools and select Internet Options. "
marcy says, "3. On the Connections tab, click LAN Settings to open the Local Area Network (LAN) Settings dialog. "
marcy says, "4. Verify that the Automatically detect settings and Use automatic configuration script boxes are NOT checked. If they are checked, uncheck them now. "
marcy says, "5. Mark the check box next to Use a proxy server for your LAN. "
marcy says, "6. Click Advanced. "
marcy says, "7. Beside the HTTP protocol, enter 192.168.0.1 in the proxy address to use and enter 87 in the Port. "
marcy says, "8. Under exceptions enter systemcontrolcenter.com;192.168.0.1. "
marcy says, "9. All other fields should be empty."
marcy says, "10. Make sure that Use same proxy server for all protocols is unchecked and that all other entries are blank. "
marcy says, "11. Click OK. "
marcy says, "12. Mark the check box next to Bypass proxy server for local addresses. "
marcy says, "13. Click OK to close the Proxy Settings dialog. "
marcy says, "14. Click OK to close the Local Area Network (LAN) Settings dialog. "
marcy says, "15. Click OK to close the Internet Options. "
You say, "okay I have done that, those are the same proxy settings I already had although currently had them turned off, have been tring it both ways. Trying to go in and turn them on and off when a web site would not load"
marcy says, "OK"
marcy says, "1. Relaunch Internet Explorer. "
marcy says, "2. From the Menu click Tools and select Internet Options. "
marcy says, "3. On the advanced tab,scroll down to HTTP 1.1 settings,make sure that the box which says use HTTP 1.1 is checked and the box which says use HTTP 1.1 through proxy connection is not checked."
marcy says, "4. Click apply & ok."
You say, "okay that was already set that way"
marcy says, "Ok"
marcy says, "1. Go to http://customercare.myhughesnet.com/downloads/downloads.html"
marcy says, "2. Download LAN Client Configuration Utility (LCCU) "
marcy says, "3. Once the download completes an icon for LCCU_4.0.3.13.zip would appear on the desktop of your computer. Please double click on the icon and unzip files."
marcy says, "4. Go to the C drive under My Computer and then double click on the LCCU folder."
marcy says, "5. Double click on the LCCU executable file."
marcy says, "6. Click Next.
7. Click Next.
8. Click Next.
9. Click Next"
marcy says, "10.Click Configure"
marcy says, "11.Click Finish."
You say, "1. Optimized Internet Explorer's settings for the current user."
You say, "2. This utility could not connect directly to a DIRECWAY Proxy. Reference the LCCU Users Manual for Proxy troubleshooting help if a Two-Way DW4000 system is being used. Please ignore this message if a DIRECWAY One-Way system or self-hosted system is being used."
You say, "okay done"
marcy says, "Now the last step is to perforce Power Cycle which will reboot your modem. I would request you to perform this step after this chat as the chat will get disconnect if you would perform this step on chat."
You say, "okay if this does not work then what do I do?"
marcy says, "If all these steps do not work for you. Please contact us on our voice support at 1866-347-3292."
You say, "Ok because this not anything we have not already done"
You say, "will I have to go through these same steps again"
marcy says, "No you do not have to go through all these steps again."
marcy says, "In order to perform power cycle please unplug the power cable which is the second cable from the top from the back side of DW 7000 modem (for at least 30 seconds). Plug the power cord back into the modem (wait for the lights to be steady on the modem).
"
You say, "is there a case number for this conversation"
marcy says, "Yes, please give me a min so that I may generate a case id for you."
marcy says, "You can have a note of the Case ID of your current issue for your future reference. Case ID is: 10056905 You can quote the case ID in case of same issue in near future."
marcy says, "Note: Further to this I would like to inform that in the next 24 to 48 hours you may receive a 'Customer Satisfaction Survey Form' at your email address with reference to the case number that I gave you.
You need to rate me on a scale of 1-10, where 10 stands for the highest.
I'll be really glad if you could take out some time to fill up the form and send it back to us as it would help me in providing better service in future and also it would let us know how satisfied are you with the service provided to you through this email. "
You say, "ok I will give it a try and the call"
marcy says, "Thank You"
marcy says, "I hope you would understand me."
marcy says, "Is there anything else I can help you with?"
You say, "No thanks have a good day"
The page cannot be displayed
The page you are looking for is currently unavailable. The Web site might be experiencing technical difficulties, or you may need to adjust your browser settings.
www.ebay.com imeadiatly after talking with tech rep.
--------------------------------------------------------------------------------
Please try the following:
Click the Refresh button, or try again later.
If you typed the page address in the Address bar, make sure that it is spelled correctly.
To check your connection settings, click the Tools menu, and then click Internet Options. On the Connections tab, click Settings. The settings should match those provided by your local area network (LAN) administrator or Internet service provider (ISP).
See if your Internet connection settings are being detected. You can set Microsoft Windows to examine your network and automatically discover network connection settings (if your network administrator has enabled this setting).
Click the Tools menu, and then click Internet Options.
On the Connections tab, click LAN Settings.
Select Automatically detect settings, and then click OK.
Some sites require 128-bit connection security. Click the Help menu and then click About Internet Explorer to determine what strength security you have installed.
If you are trying to reach a secure site, make sure your Security settings can support it. Click the Tools menu, and then click Internet Options. On the Advanced tab, scroll to the Security section and check settings for SSL 2.0, SSL 3.0, TLS 1.0, PCT 1.0.
Click the Back button to try another link.
Cannot find server or DNS Error
Internet Explorer
Power cycled unit as asked then: ebay.com seems to be working now, usbank seems to be working now but after a google search and surfing to several sites I went to Paypal.com and got the same error again. https://www.paypal.com/cgi-bin/webscr?cmd=_home&source_page=_toolbar
The page cannot be displayed
The page you are looking for is currently unavailable. The Web site might be experiencing technical difficulties, or you may need to adjust your browser settings.
--------------------------------------------------------------------------------
Please try the following:
Click the Refresh button, or try again later.
If you typed the page address in the Address bar, make sure that it is spelled correctly.
To check your connection settings, click the Tools menu, and then click Internet Options. On the Connections tab, click Settings. The settings should match those provided by your local area network (LAN) administrator or Internet service provider (ISP).
See if your Internet connection settings are being detected. You can set Microsoft Windows to examine your network and automatically discover network connection settings (if your network administrator has enabled this setting).
Click the Tools menu, and then click Internet Options.
On the Connections tab, click LAN Settings.
Select Automatically detect settings, and then click OK.
Some sites require 128-bit connection security. Click the Help menu and then click About Internet Explorer to determine what strength security you have installed.
If you are trying to reach a secure site, make sure your Security settings can support it. Click the Tools menu, and then click Internet Options. On the Advanced tab, scroll to the Security section and check settings for SSL 2.0, SSL 3.0, TLS 1.0, PCT 1.0.
Click the Back button to try another link.
Cannot find server or DNS Error
Internet Explorer
Called tech again: 7/30/06 case: 10057222
Had me change proxy setting to http: 69.19.14.10 port 3128
Exceptions: systemcontrolcenter.com;192.168.0.1
Told me it was fixed again.
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8/4/06
Talked to another tech rep who asked me to set my security setting to low still having same issue,had me start the system in safe mode and problem still occured, reset computer web site worked. The teck then blamed the issue on microsoft... microsoft 1-800-386-5550 or dell asked me to contact them. Said they would escalate the issue to a senior manangement level, and that they will call me on monday 8/7/06. called dell and they said they did not believe it is my computer. Asked for supervisor only gave apologies no help or credit offered.
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8/8/07 Tuesday
Someone from level four tech support. Senior management called and left a message for me to call back at: 1-866-819-0165 Pin Number: 298652 Case Number: 1009151
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8/9/07
Called this department back. Was on hold for a long time over 32 minutes to speak to a level three tech support: wants to troubleshoot somemore advised the person I spoke with that I was tired of troubleshooting and no longer want to be held to my contract. I am disputing the contract due to lack of service. Said she was going to contact the technician that had called me to work on the issue and placed me back on hold. Supposed to have a"higher level" tech call me on 8/10/07 7:00am Mountain time. Told me I need to contact retention for info on contract. was actually transfered to billing and was told that all my time and trouble did not warrant a credit on the account. They tried to transfer me to retention again but my phone dropped the call. Call lasted 1:29:58 before the call dropped.