Specifications

11
Contact Numbers
First Call….
Hughes Direcway Support : 866-Direcway (347-3292) – Free help desk located in India.
Go to this help desk for assistance with setting up your PC/MAC to use the Direcway
router. This group can access some information from Hughes corporate resources and can
explain satellite outages or that you may have a cable disconnected. Do not look to this
group for help with local area networks (LANs) or to have any knowledge outside of
Direcway and windows configurations.
There is a level 2 support that the user may be transferred to. They are located in Florida
and work for a company called “The Answer Group” or TAG. This is the same help desk
that installers call as their first level of support. Again, the employees in this group are
not Direcway (Hughes Network Systems) employees. Hughes technical support is located
in Germantown, Maryland. Aside from the NOC staff the Germantown engineers are not
available for direct call other than from the TAG team.
Do not hope for the help desk situation to improve. If you wish that the help desk were in
the U.S. rather than India you may have to go on wishing. At least three of the top
executives in Hughes from the CEO down have direct familial links to India. Hughes also
has a major international presence throughout the world, headquartered in India.
When discussing any problem with one of the outsourced support groups always be sure
to get a case id number ( also known as a field service order number) from the phone
representative. Use this same number each time you call in and are transferred to the
different support groups just to keep everyone on the same page. This will also reduce
your time explaining the problem to each person you talk to in your Direcway support
odyssey.
Next Call…
CPE Labs Technical Support : 866-267-0245 x2 – This is a technical support number for
customers of CPE Labs. We can help with inside wiring issues and data communications
of which Direcway may only be a part of the entire picture. The technicians available at
this location can fix any problems but will do so at a cost to the end user. They also have
access to level 2 and level 3 support technicians at Direcway, Netgear, Zyxel, etc.
Also…
MyDirecway.com : 866-772-9467 – For assistance with maintenance of your email
accounts.
Direcway Sales : 866-639-2021 – Direcway direct sales line and a place to go for upgrade
orders from a DW4000 or DW6000 to a DW7000 system.