Time of chat: 6/15/2013 3:53:51 AM
Length of chat: 00:42:11
Your Name: *TechGuru*
Chatted with: Rachel
3:53 AM Rachel: Hello, *TechGuru*. Thank you for contacting HughesNet Support. I appreciate the opportunity to assist you today.
3:54 AM *TechGuru*: Is Amber by any chance still there? She was helping me earlier.
3:54 AM Rachel: Hi, this is Rachel.
3:55 AM Rachel: I understand from your comment that you have IPv6 concern. Is that correct?
3:56 AM Rachel: I apologize since we have limited resources here, we do not have access to transfer chat session.
3:56 AM *TechGuru*: Yes, I need IPv6 to be enabled, I hear it already is by default in HT1000's but I seemed to have wound up with the older modem
3:56 AM Rachel: Don't worry. I can definitely assist you with your concern.
3:57 AM Rachel: To further assist you, may I ask you few questions?
3:57 AM *TechGuru*: sure
3:57 AM Rachel: Thank you. May I have the physical address associated with the account?
3:58 AM *TechGuru*: ******************************************
3:58 AM Rachel: Thank you for verifying.
3:58 AM Rachel: I have pulled up the account. Let me look into it real quick.
3:59 AM Rachel: Thank you for waiting.
3:59 AM *TechGuru*: sure
3:59 AM *TechGuru*: no problem
3:59 AM Rachel: May I ask *TechGuru* for the operating system you are using?
3:59 AM *TechGuru*: Windows 7 Pro
4:00 AM Rachel: Thank you for that information.
4:01 AM Rachel: Let check my resources here with regards to IPv6 activation. Please stay connected. Thank you.
4:04 AM Rachel: Thank you for staying connected
4:04 AM *TechGuru*: sure
4:04 AM Rachel: Let's get started with the IPv6 setup
4:04 AM Rachel: please go to control panel
4:04 AM *TechGuru*: I don't see any option to enable it in the modem so I assumed it has to be done from your end
4:05 AM Rachel: Click on Network and internet.
4:05 AM *TechGuru*: huh?
4:05 AM *TechGuru*: My hughes modem needs IPv6 enabled
4:05 AM *TechGuru*: I have my LAN IPv6 enabled already and have a IPv6 compatible router
4:05 AM Rachel: I would to inform you that it will be enabled not on the modem but on the computer, *TechGuru*.
4:06 AM *TechGuru*: Well, I am unable to pull a IPv6 address from the modem/hughes network
4:06 AM *TechGuru*: and people with the HT1000 modem are saying they can pull one just fine.
4:07 AM *TechGuru*: but for some reason my install came with a HN9000
4:07 AM Rachel: Let me exhaust my resources please. Give me a minute or two. Please stay connected. Thank you.
4:09 AM *TechGuru*: another option that would solve most of my problem is to have a public IPv4 IP address, from what I hear that requires getting a static IP.
4:10 AM Rachel: Thank you for that information.
4:10 AM Rachel: Yes, I see here that your modem is HN9000 and your service plan is connect pro.
4:11 AM Rachel: I have check the account and I am sorry to inform you that for gen4 services, static ip address is not yet available.
4:11 AM *TechGuru*: but I will say I am not willing to pay for one because the sales agent assured me the service would fit all my needs and it is in fact not because of not having any public IP (v4 or v6) routable to me.
4:11 AM *TechGuru*: Well, this makes no sense, if I'm GEN4 then I should be able to get IPv6
4:11 AM Rachel: If I understood you correctly, you have already enabled ipv6 from the control panel of your browser and its not still working. Is that correct?
4:12 AM *TechGuru*: yes, I can not locate a IPv6 DHCP server on the network
4:13 AM *TechGuru*: The modem does not seem to have a IPv6 address while it probably should have one
4:13 AM Rachel: I am sorry to inform you that IPv6 is only available with HT1000 modem.
4:14 AM *TechGuru*: ok, then can you please overnight me one to get this swapped out?
4:14 AM *TechGuru*: or send the installer back out with one asap?
4:14 AM Rachel: One moment please let me double check your request.
4:15 AM *TechGuru*: Just got installed today (now yesterday)
4:17 AM Rachel: *TechGuru*, I would like to inform you that we do have 2 options here for those who would like to avail Gen4 service. Upon checking your area is not covered by the Gen4 satellite yet, and the other option we have is using your existing satellite we have made Gen4 service plans for you.
4:18 AM Rachel: The options for those who are not yet covered by the Gen4 satellite is upgrade the service to Connect or Connect Pro service plan.
4:19 AM Rachel: Are we still connected?
4:19 AM *TechGuru*: Ok, if I'm not on GEN4 then I should be able to get a static IP then correct?
4:20 AM Rachel: Please be informed that Gen4 service or service plans do not have Static IP yet.
4:21 AM *TechGuru*: Which is it? It sounds like you're saying I can't get IPv6 because I'm not GEN4 and I can't get a static IP because I am GEN4???
4:24 AM Rachel: Here's the thing you are currently using HN9000 which is compatible to IPv4 only, I understand that you are on Gen4 service plan however, IPv6 should have the Gen4 modem (HT1000) for it to work.
4:24 AM *TechGuru*: Will a HT1000 work with my current plan? if so please send me one.
4:26 AM Rachel: I am sorry, *TechGuru*, since Gen4 service is not yet available on your area, what we can only provide you as of the moment is Gen4 service plan which can be working with your existing satellite.
4:28 AM Rachel: Are we still connected?
4:28 AM *TechGuru*: Well, unless something can be done I will be canceling within the 30 day window because I must have a way of accepting incoming connections, it does not matter to me if it's via a IPv4 or a IPv6 address because my remote servers have both, but I do need one or the other and you're basically saying I'm stuck in this no-mans-land in the middle where I can't get either.
4:30 AM Rachel: I understand your frustration.
4:30 AM *TechGuru*: thank you, I appriciate that
4:32 AM Rachel: Your Case ID is *********. Would there be anything else that I can assist you with?
4:32 AM *TechGuru*: Can you have someone call me from a department that might be able to do something about this?
4:33 AM *TechGuru*: What about converting to a business account?
4:35 AM Rachel: If you would like to have a business plan you may contact our Business Department to further convert your service. You may reach them at (1800) 460-3929.
4:35 AM *TechGuru*: ok
4:35 AM Rachel: Is there anything else for today?
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