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.

     

     

     

cherylaoife's avatar
cherylaoife
Sophomore
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.  :)  

      • cherylaoife's avatar
        cherylaoife
        Sophomore
        5 years ago
        GabeU Although I didn't do anything, my connection has been stable since we started our conversation here last night. It may be coincidental but I find that a bit odd and a bit suspicious. In any case, I'm thankful that I can get some work done and my cats are grateful I've stopped yelling and cussing every few minutes. ;) Cheryl