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 ...
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.
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.
Liz Thank you once again. This is just killing me financially. I rely on my work-at-home to augment my already limited part-time income and I can't do the work without stable internet. Sigh.
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.
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keep losing connection","id":"message:119284","revisionNum":2,"repliesCount":35,"author":{"__ref":"User:user:96873"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:TechSupport"},"conversation":{"__ref":"Conversation:conversation:119284"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:119284"},"body@stripHtml({\"truncateLength\":200})":" 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 ...","body@stringLength":"1200","rawBody":"
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 that it was before the issues cropped up last week, even while out of data!
Thanks to everyone who responded and helped me maintain what little sanity I had left.
*********************************************
Internet quality & connectivity severely degraded today. I keep losing connection. There is no obstruction or weather event. The connections are all good. The lights are flashing and then go dark. Then they come back on, flashing - even the power button flashes. I work from home building and maintaining websites and the inability to connect and stay connected to the internet is unacceptable. What is going on? Is there some system disturbance or maintenance that's happening? Or is my modem going out? I'd appreciate some information on why this is happening. This is the 2nd time Thank you, Cheryl Johnson
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Got a quick turnaround-- the tech will be assigned tomorrow morning and he will then reach out to you.
\n\n
\n\n
-Liz
\n\n
","body@stringLength":"361","rawBody":"
Got a quick turnaround-- the tech will be assigned tomorrow morning and he will then reach out to you.
\n\n
\n\n
-Liz
\n\n
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Good morning cherylaoife,
\n\n
\n\n
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.
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.
\n\n
\n\n
-Liz
\n\n
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You're welcome Cheryl, we hope to get your internet up and running normally again quickly!
\n\n
\n\n
-Liz
\n\n
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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.
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.
","timeToRead":1,"currentRevision":{"__ref":"Revision:revision:119549_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"customFields":[]},"ModerationData:moderation_data:119369":{"__typename":"ModerationData","id":"moderation_data:119369","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:119369":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:96873"},"id":"message:119369","revisionNum":1,"uid":119369,"depth":8,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"parent":{"__ref":"ForumReplyMessage:message:119368"},"conversation":{"__ref":"Conversation:conversation:119284"},"subject":"Re: I keep losing connection","moderationData":{"__ref":"ModerationData:moderation_data:119369"},"body":"Liz Thank you once again. This is just killing me financially. I rely on my work-at-home to augment my already limited part-time income and I can't do the work without stable internet. Sigh.
Got a quick turnaround-- the tech will be assigned tomorrow morning and he will then reach out to you.
-Liz
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Great. Guess this was one of those c) all of the above things.
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That's great news! I'm glad it's now fixed, and that it may be even better than it was prior to the issue starting certainly doesn't hurt.
Thank you for letting us know. :) :) :)
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Good morning cherylaoife,
\n\n
\n\n
That's excellent news, I'm glad the tech sorted all that for you. Thank you for coming back with an update!
\n\n
\n\n
Thanks,
\n\n
Liz
\n\n
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.","id":"message:130358","revisionNum":2,"repliesCount":19},"Conversation:conversation:130358":{"__typename":"Conversation","id":"conversation:130358","solved":false,"topic":{"__ref":"ForumTopicMessage:message:130358"},"lastPostingActivityTime":"2020-12-29T17:04:13.574-05:00","lastPostTime":"2020-12-29T17:04:13.574-05:00","unreadReplyCount":19,"isSubscribed":false},"ModerationData:moderation_data:130367":{"__typename":"ModerationData","id":"moderation_data:130367","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:130367_2":{"__typename":"Revision","id":"revision:130367_2","lastEditTime":"2020-12-15T16:52:09.782-05:00"},"ForumReplyMessage:message:130367":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:29869"},"id":"message:130367","revisionNum":2,"uid":130367,"depth":5,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:General"},"conversation":{"__ref":"Conversation:conversation:130358"},"subject":"Re: I think I know what to do about Slow Speeds . . .","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:130367"},"body":"
ageofpiece wrote: although could do with less attitude. Didn’t encounter than over phone tech support. Secondly, Gabe; having customers “run a set of 3-5 tests per day during different parts of the day” hardly seems like addressing why speeds are like maybe 500kbps in the moment.
I apologize for the bit of attitude, but few of your comments are somewhat insulting.
Secondly, the speed tests don't address your speed issues. They demonstrate the issue and give the reps and/or engineers pertinent info in order to address the speed issue. When you take your vehicle to a shop because there is a strange noise, they aren't just going to fix it. They are first going to troubleshoot it. They're going to want to hear the noise. They're going to want to recreate the noise. If needed, they're going to want to drive under normal conditions to see if the noise occurs. This is troubleshooting. It's not fixing the issue. It's demonstrating it and gleaning information from it in order to know what steps to take to fix it. This is what the speed testing protocol does. It's not \"a way to pass off the issue\". It's a step to get the issue addressed. This is a support community, not a \"pass off the issue\" community.
Good day to you.
","body@stringLength":"1613","rawBody":"
wrote: although could do with less attitude. Didn’t encounter than over phone tech support. Secondly, Gabe; having customers “run a set of 3-5 tests per day during different parts of the day” hardly seems like addressing why speeds are like maybe 500kbps in the moment.
I apologize for the bit of attitude, but few of your comments are somewhat insulting.
Secondly, the speed tests don't address your speed issues. They demonstrate the issue and give the reps and/or engineers pertinent info in order to address the speed issue. When you take your vehicle to a shop because there is a strange noise, they aren't just going to fix it. They are first going to troubleshoot it. They're going to want to hear the noise. They're going to want to recreate the noise. If needed, they're going to want to drive under normal conditions to see if the noise occurs. This is troubleshooting. It's not fixing the issue. It's demonstrating it and gleaning information from it in order to know what steps to take to fix it. This is what the speed testing protocol does. It's not \"a way to pass off the issue\". It's a step to get the issue addressed. This is a support community, not a \"pass off the issue\" community.
Good day to you.
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I hear you ageofpiece...I just had two months of testing everything with the assumption it was my side of the issue. After many many many hours it became apparent that it was their side of the issue - an overloaded beam - with no resolution. It becomes an obvious question, to me anyway, that, based on location, shouldn't they be able to tell when the service to an area is compromised due to overcrowding and just state so? Isn't the traffic on each beam monitored for performance? If it isn't....what?
","body@stringLength":"535","rawBody":"
I hear you ageofpiece...I just had two months of testing everything with the assumption it was my side of the issue. After many many many hours it became apparent that it was their side of the issue - an overloaded beam - with no resolution. It becomes an obvious question, to me anyway, that, based on location, shouldn't they be able to tell when the service to an area is compromised due to overcrowding and just state so? Isn't the traffic on each beam monitored for performance? If it isn't....what?
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Perhaps we should let them do their jobs and not guess at what they should or should not be able to do/not do.
spydermike wrote:
houldn't they be able to tell when the service to an area is compromised due to overcrowding and just state so? Isn't the traffic on each beam monitored for performance? If it isn't....what?
Perhaps we should let them do their jobs and not guess at what they should or should not be able to do/not do.
spydermike wrote:
houldn't they be able to tell when the service to an area is compromised due to overcrowding and just state so? Isn't the traffic on each beam monitored for performance? If it isn't....what?
","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:130453_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:130481":{"__typename":"ModerationData","id":"moderation_data:130481","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:130481":{"__typename":"ForumReplyMessage","uid":130481,"id":"message:130481","revisionNum":1,"author":{"__ref":"User:user:109313"},"readOnly":true,"repliesCount":3,"depth":8,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:General"},"parent":{"__ref":"ForumReplyMessage:message:130453"},"conversation":{"__ref":"Conversation:conversation:130358"},"subject":"Re: I think I know what to do about Slow Speeds . . .","moderationData":{"__ref":"ModerationData:moderation_data:130481"},"body":"Perhaps? Nice try.
So, you are suggesting that we should be content that they are \"doing their jobs\" and we are getting 0.5Mbps?
With all due respect, you get 30Mbps down don't you? That must be really nice. Perhaps you should consider what it is like to live in my area and be forced to change your lifestyle - like icing on a COVID cake. Maybe then you would appreciate where I am coming from with my recent posts and my search for answers.
Look, I am seeking some help from a system that doesn't seem to give it beyond the very very cursory. If there is overloading and oversubscribing, why not help us manage it? Now that would be \"service\", wouldn't it?
I hear you though...that seems to be the answer so far - just suck it up and be thankful for what we have.
So, you are suggesting that we should be content that they are \"doing their jobs\" and we are getting 0.5Mbps?
With all due respect, you get 30Mbps down don't you? That must be really nice. Perhaps you should consider what it is like to live in my area and be forced to change your lifestyle - like icing on a COVID cake. Maybe then you would appreciate where I am coming from with my recent posts and my search for answers.
Look, I am seeking some help from a system that doesn't seem to give it beyond the very very cursory. If there is overloading and oversubscribing, why not help us manage it? Now that would be \"service\", wouldn't it?
I hear you though...that seems to be the answer so far - just suck it up and be thankful for what we have.
Stay safe. Peace out.","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:130481_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:130482":{"__typename":"ModerationData","id":"moderation_data:130482","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:130482":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:21490"},"id":"message:130482","revisionNum":1,"uid":130482,"depth":9,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:General"},"parent":{"__ref":"ForumReplyMessage:message:130481"},"conversation":{"__ref":"Conversation:conversation:130358"},"subject":"Re: I think I know what to do about Slow Speeds . . .","moderationData":{"__ref":"ModerationData:moderation_data:130482"},"body":"
\"So, you are suggesting that we should be content that they are \"doing their jobs\" and we are getting 0.5Mbps?\"
\"So, you are suggesting that we should be content that they are \"doing their jobs\" and we are getting 0.5Mbps?\"
I am not.
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It becomes an obvious question, to me anyway, that, based on location, shouldn't they be able to tell when the service to an area is compromised due to overcrowding and just state so? Isn't the traffic on each beam monitored for performance? If it isn't....what?
Agreed, this has been one of my frustrations as well. That information is definitely known. I can appreciate the reality and challenges of satellite based internet and the need to run a business for Hughes, but that doesn't excuse the lack of transparency in my mind.
I've never called phone support about my internet, but I did have an issue with my Hughes phone service that I got resolved through phone support. It was a perfectly fine experience. That said, when you get a Mod engaged here on an issue, that you definitely have someone with deep access which can be vital for some of the more challenging issues. Both support channels have their strengths and weaknesses.
It becomes an obvious question, to me anyway, that, based on location, shouldn't they be able to tell when the service to an area is compromised due to overcrowding and just state so? Isn't the traffic on each beam monitored for performance? If it isn't....what?
Agreed, this has been one of my frustrations as well. That information is definitely known. I can appreciate the reality and challenges of satellite based internet and the need to run a business for Hughes, but that doesn't excuse the lack of transparency in my mind.
I've never called phone support about my internet, but I did have an issue with my Hughes phone service that I got resolved through phone support. It was a perfectly fine experience. That said, when you get a Mod engaged here on an issue, that you definitely have someone with deep access which can be vital for some of the more challenging issues. Both support channels have their strengths and weaknesses.
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I understand and agree...over the 17 some odd years of being a \"customer\" I have engaged them multiple times per year it seems - back when it was phone only...now with this site. I recognize the trends in responses.
I understand and agree...over the 17 some odd years of being a \"customer\" I have engaged them multiple times per year it seems - back when it was phone only...now with this site. I recognize the trends in responses.
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Phone support was underwhelming back in the days of DirecWay. It's come a very long way since then. I've been mostly pleased with the experience.
Phone support was underwhelming back in the days of DirecWay. It's come a very long way since then. I've been mostly pleased with the experience.
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