Same story here except we signed-up for a completely new Gen4 (no prior history with HN). Finally equipment has been replaced, re-aligned, fine-tuned by a technician. No progress...
Our "smart TV" has become a "dumb TV" as through wired line it doesn't receive enough to pull .5 mb/s feed from a news app.
Everything is pointing out to their overloaded and messed-up NOC center. Meaning - their GEN4 infrastructure has been dumped on the same ol' servers.
We are in the process of ordering Exede and eventually dump GEN4. PATHETICALLY unreliable service!