First, customer support has no idea what the problem is. Hughesnet support are cheap labor dimwits, and that's how Hughesnet wants it. The cheepest labor possible without total collapse of the company. Second, in my experience 80% of site problems are network related. Meaning Hughesnet's cheap labor model infects the NOC employee base, and I'm saying that is Hughesnet's foundational strategy blunder -- filling high tech positions with underpaid and very often untrained labor. You get what you pay for, and the customer suffers. From there Hughesnet is continually trying to cover up the really bad decisions of its executives. Hughesnet has lost a massive amount of business because they cannot/willnot admit their mistakes.