posted
MotoSAT tech support is not replying to my e-mails, for over three weeks now. (support@motosat.com)
I have no phone service I can use, and STILL having problems locking on to SatMex5 (I'm assigned 1230, it takes about 2+ hours of "searching" to fall back to 990!!!)
Are they replying to anyone else here?
Is there any way to get their attention?
Thanks...
-------------------- Ancient Jayco 35' ULR | Datastorm F1/D2/HN7000S | 91W/985.5 (beware fractional frequencies!) | solar powered Posts: 323 | From: Wyoming/Arizona | Registered: Dec 2004
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posted
If you don't have phone service I can't think of any other way to contact them other than e-mail but you can always write directly to the President at Jim@MotoSAT.com and he will make sure that someone responds. It's odd that you are having problems locking on. If you have the D2 set to 990 it should go right there. By the way, the first thing MotoSAT will tell you is that you have to update to a D4 controller since they no longer support the D2. That's not your problem, just trying to forewarn you.
-------------------- Bill Adams Winegard Company Posts: 15716 | From: Traveling the Western US | Registered: May 2003
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posted
"If you have the D2 set to 990 it should go right there"
I have it set that way (sometimes), and I do get the "mismatch" message in D2Admin, as expected.
The search still takes hours.
"they no longer support the D2"
Interesting, it's only a bit over 3 years old, and works OK. I wonder what I'd need support for on that?
Side point: I wonder if they'll even honor the extended warranty on my 7-month-old $1000-refurb F1... The compass went out, so it's a new module or UCB required there.
They may give me pressure on my DW7000 modem, that's less than 3 years old, too.
The required upgrades are getting to be a real pain.
-------------------- Ancient Jayco 35' ULR | Datastorm F1/D2/HN7000S | 91W/985.5 (beware fractional frequencies!) | solar powered Posts: 323 | From: Wyoming/Arizona | Registered: Dec 2004
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posted
Originally posted by avantol: "If you have the D2 set to 990 it should go right there"
I have it set that way (sometimes), and I do get the "mismatch" message in D2Admin, as expected.
For the past couple of months that (sometimes) shouldn't be in the sentence. Whether that will change in the future is unknown, but for now it is not a maybe situation - use 990 only.
"they no longer support the D2"
Interesting, it's only a bit over 3 years old, and works OK. I wonder what I'd need support for on that?
Your D2 is older than that, as it was discontinued in October of 2005, although you may have purchased it later. You do not need support for your D2, but because it is not supported you may get grief about other issues, and that's what Bill is warning you about.
They may give me pressure on my DW7000 modem, that's less than 3 years old, too.
Not so far, but you should be aware that Hughes direct customers lost support on the DW7000 more than a year ago. Such is the world of computer and related hardware.
posted
Your D2 is just fine, in fact, it will never need a D3/D4 SatTable Update !!! The people with the newer controller need to update.
I really wish they (MotoSat) would STOP telling people they need to update to the D4!! They did that just today with one of my customers and the controller had nothing to do with their problem. Grrrr.
-------------------- Don Marr WWW.OREGONRV.NET 541-683-5361 See where I am Country Coach Concept 40' F1 - D3|7000s|99W|LinkSys wireless with 1000mw WiFi amp & Ext. antenna Posts: 3389 | From: Eugene, OR | Registered: Jun 2004
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MotoSAT does not seem to care whether the issue is related to the hardware, they continue to insist that customers update if they want to continue with MotoSAT support. It is a position that I do not agree with and if the customer stands firm they can usually get MotoSAT to move beyond this non-issue and address the actual problem.
-------------------- Bill Adams Winegard Company Posts: 15716 | From: Traveling the Western US | Registered: May 2003
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It's clear that everyone has to "enhance" revenue these days, but that is just blatant bad practice.
BTW, MotoSAT prez Jim Pendleton answered my plea for tech support help an hour and a half ago, promised a tech would write me back... we'll see how that goes.
I simply don't understand tech support not replying after 3 weeks of e-mailing them regularly every few days.
It may just be an e-mail blockage in either direction (but Jim got through!). I'll suspend judgment for now...
-------------------- Ancient Jayco 35' ULR | Datastorm F1/D2/HN7000S | 91W/985.5 (beware fractional frequencies!) | solar powered Posts: 323 | From: Wyoming/Arizona | Registered: Dec 2004
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posted
For those of us with this ongoing 1230/990 problem is there anyway to exchange the secondary 990 freq to primary freq since 1230 is not usable for anything?
-------------------- F1 Datastorm, 7000s, D2,Satmex 5 990,2002 Monaco Knight 32PBD being pushed by a 07 Suzuki GV Posts: 40 | From: Henderson, NV | Registered: Aug 2003
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If the secondary 990 goes down, will the Modem switch to a third-ary?
Or will it just quit working?
-------------------- Larry 99 34Q Discovery & 08 HHR LT2 Banks Powerpack F1 | D3 3.8.9 | HN7000S | 117/1070 |Hardwired through 8 Port Switch with WRT54 |Trav'ler Slimline SWM |Wilson SOHO Click here to see where I am Posts: 1164 | From: Homestead, FL | Registered: Aug 2003
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I to have got the same response from Motosat. You the customer half to stand firm! It took me 3 calls and 2 emails to get my part and not a upgrade!!! well the part is here and well its the wrong one another round and am told my part is on the way. does any dealers out there have the large sprocket. The 1/4" chain broke and damage the large sprocket. motosat saying there are specal tools to change this gear. sound like I will have a norther stand off to get my part to repair my self.
-------------------- Let there be Light for all Posts: 8 | From: lawrence,Ks | Registered: Nov 2009
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posted
Well, Jim (prez) at MotoSAT didn't get tech support to write me back. In fact, no reply from him when I write again at mid-day.
I've been trying to get tech support to respond for 3 weeks. Is the problem that they don't want to talk to me about SatMex5?
If so, I think I'm owed instructions how to connect in any event. I'm paying MotoSAT to be my ISP. And... I've got a compass failure already on the newly-refurbed F1.
Is anyone else having trouble reaching tech support via e-mail?
Can someone give them a shout for me, please?
Here's a disposable e-mail address you can use that I will monitor for a few days:
annu7z202@sneakemail.com
Many thanks in advance for helping...
Andy
-------------------- Ancient Jayco 35' ULR | Datastorm F1/D2/HN7000S | 91W/985.5 (beware fractional frequencies!) | solar powered Posts: 323 | From: Wyoming/Arizona | Registered: Dec 2004
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posted
Everyone has trouble reaching MotoSAT by e-mail. I am not sure I would respond to a disposable e-mail, but then again, what the heck do I know. Why don't you let us know what kind of problem you are having and see if we can help. If you are on 117/1230 there's not a "dang" thing anyone can do other than move you to another satellite. You need to set your controller to 990 and leave it there. If you are on 117/1230 I have just given you ALL of the information that MotoSAT will be able to provide you with. If not, let us know how we can help.
-------------------- Bill Adams Winegard Company Posts: 15716 | From: Traveling the Western US | Registered: May 2003
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That disposable e-mail is only so someone kind enough to do so would give it to MotoSAT on my behalf. I'm not posting my real address here, for obvious reasons.
The problem I'm having is as-described above:
It takes me 2+ hours of constant searching / failing / stowing / restarting to get a lock, using either 1230 or 990 entered in D2 config.
I see that the signal quality never goes above 29 for the first couple of hours, then MAYBE it goes to 70+ (probably when it decides to try something else), then it will finally lockon to SatMex5.
All I need is instructions on how to acquire the satellite and lock on... without having to give up after 2+ hours.
I have a big project going on now, and I MUST move the RV soon, which means losing the satellite.
Any advice would be appreciated. Also, sending MotoSAT tech support an e-mail to respond to me at annu7z202@sneakemail.com would be much appreciated.
I've NEVER had nearly this much trouble reaching MotoSAT via e-mail before. Their web page says "contact us at support@motosat.com", I did that... many times. No reply.
What do they expect us to use when we're in a place that requires a MotoSAT, and there are no phones? I'm on a beach in Mexico!
(But... thanks for the response)
-------------------- Ancient Jayco 35' ULR | Datastorm F1/D2/HN7000S | 91W/985.5 (beware fractional frequencies!) | solar powered Posts: 323 | From: Wyoming/Arizona | Registered: Dec 2004
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