Forum Discussion

cherylaoife's avatar
cherylaoife
Sophomore
5 years ago

I keep losing connection

UPDATE 02/13/2020:  Finally got a tech to pay a visit late yesterday. Not only was the dish out of alignment but the modem and power pack had to be replaced. So it was a combo of the 2. And I now my ...
Performance
  • Liz's avatar
    Liz
    5 years ago

    Good morning cherylaoife,

     

      I'm glad you found the community, thank you for posting. Glad to see service is stable again. I'm able to run diagnostics on your site, and while everything is working well now, I would recommend a dish realignment. If you get in touch with business/SME support in the future should you run into intermittent connectivity, I would request a tech for a realignment, even if the diagnostics still show everything as OK at that time.

     

    -Liz

     

  • cherylaoife's avatar
    cherylaoife
    5 years ago

    Liz 

    maratsade 

    GabeU 

    MarkJFine

     

    UPDATE 02/13/2020:  Finally got a tech to pay a visit late yesterday. Not only was the dish out of alignment but the modem and power pack had to be replaced. So it was a combo of the 2. And I now my system is a little bit faster than it was before the issues cropped up last week!

     

    Thanks to everyone who responded and helped me maintain what little sanity I had left.

     

     

     

GabeU's avatar
GabeU
Distinguished Professor IV

cherylaoife 

 

When there is an issue, what is the State Code that is showing in the System Summary box near the top of this page?  You must be using a device that is connected to the HughesNet modem to see the page.  Preferably a LAN cable connected device, but you should still be able to get to it with a WiFi connected device.  

 

It's possible that weather at your gateway is affecting your service.  Bad weather at your gateway can affect your service in the same way as bad weather at your own location.  If you do not know where your gateway is, what do you see for both your Satellite Name and your Beam ID in the Satellite box on the lower right of this page? 

cherylaoife's avatar
cherylaoife
Sophomore
5 years ago
24.1.1 -- Download throttled I understand 'throttled' and the problem isn't that my download is throttled. The problem is that I lose connection completely. Satellite Satellite Name EchoStar-19-NAD Gateway ID 8 Beam ID 55 Outroute ID 1
  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    5 years ago

    cherylaoife 

     

    Your gateway is in Gilbert, AZ, but the weather there looks fine, so it's not that.  

     

    It's possible that your modem is the problem, but it could also be a number of other things.  The reps will have to run remote diagnostics on your HughesNet equipment in order to determine just what the cause is.  Unfortunately, they're off until Monday.  If you can wait until then I'm sure the reps will be able to help you, but being that it sounds like you can't wait due to the reason for you needing the internet, I'd advise calling 866-347-3292 to get help sooner.  

     

    However, if you have a business account you should call 800-347-3272.  If it is a business account, you'll likely have to get help from the phone reps through that number, as the reps here can only help with residential subscriber issues.

     

    Sorry I couldn't be of more help.  :(  

    • cherylaoife's avatar
      cherylaoife
      Sophomore
      5 years ago
      You did fine - thank you very much! I do have a business account, and I don't have phone service where I live. I can't even run a VOIP phone system here, my latency is so bad. (that's another issue entirely, I think) Anyway, since we began this exchange, my connection has remained stable - and connected! First time all day long! Now that I'm too exhausted to do any work.... Thanks again, Gabe!
      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        5 years ago

        cherylaoife 

         

        You're very welcome.  :)

         

        Though connection issues would render it useless at the time of the issues, of course, HughesNet does offer their own Voice service.  Regular VOIP service is hit and miss due to the high latency you mentioned, but their Voice service is designed to work with it.  There's something they do with their Voice service that helps to mitigate the negative effects of the latency, though there would still be a small delay while talking to someone.  I don't have their Voice service, personally, so I can't speak for how well it works, though I know a good number of people have it.  

         

        It's just a thought.  

         

        The reps here might still be able to help you, though I'm not really sure.  I know with most things with business accounts they can't, but I have seen them help business account holders in the past, though I can't remember with what issues.  

         

        A couple of other options might be help through chat, or even Twitter.  I can't access business options on HughesNet's page to see if there is chat help for business accounts, but if it's anything like the residential options, you might be able to see what kind of support is available on the MyAccount site.  This is the link to it for residential customers.  With any luck it's the same for you, or it will at least default to a business page.  There's a "Support" header on that site, and hopefully it will show what options are available to you.

         

        Good luck.  I hope you can get it straightened out soon.  :)