Forum Discussion

hellovolchitsa's avatar
hellovolchitsa
Sophomore
5 years ago

Internet Disconnecting Randomly

Hello!
I've sent two emails about this. One email gave me a stereotypical "It's Fair Access Policy, I gave you more data, it should be fixed." The second email has no response yet. I am in FAP. Normally, my connection is. This is NOT the issue. The speed isn't the issue - it's the disconnections. The connection will randomly drop, nothing loading, and when troubleshooted, I will get something about being unable to connect to the DNS server. This is a NEW issue. It is not my computer - it happens across multiple computers (and no, they are not connected at the same time, nor is my phone or tablet!)

This is occurring when I have full data, right at reset with the same amounts of disconnects, when I was given extra data last night (same amount of disconnects), and during the extra data time (ditto), which I have data. It will randomly stop loading any webpage - even ones with just plain text - and time out multiple times in an hour, probably five times, for 2-5 minutes each time. I cannot email. I cannot do anything.

This is a new issue - I've had this service two years almost (and many years before this time) and this has NEVER happened until the last month or so and has been gradually getting worse.

I don't know how to find what beam I'm using or anything like that. I just want my internet to work. I'm paying too much money for this and can't even use it, and I have online classes and they're impossible to do because of this. Thank you guys so much.

Performance
  • Damian's avatar
    Damian
    5 years ago

    hellovolchitsa,

     

    After further troubleshooting, I was unable to find any issues with the equipment or signal. I did, however, reset a few things on the modem side. Please let me know if you see any improvements over the next day or so. If there is still no improvement, we will need to have a case escalated to our advanced technical support. 

     

    -Damian 

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    5 years ago

    hellovolchitsa 

     

    On this page, what do you see for your Satellite Receive Signal Strength in the WAN Info box on the bottom left?  

     

    You can see what beam and satellite you're on in the Satellite box on this page.  If you can tell me which beam and satellite I can tell you your Gateway location, which can be important to know when looking to see if inclement weather can be the cause of a given issue you're experiencing.

    • hellovolchitsa's avatar
      hellovolchitsa
      Sophomore
      5 years ago
      Satellite Receive Signal Strength99
      Data Packets Received8831
      Control Packets Received184594
      Bursts Transmitted986
      Packets Transmitted3855

       

      Satellite NameEchoStar-19-NAD
      Gateway ID16
      Beam ID83
      Outroute ID2


      I think this is what you were looking for! Yesterday, it was a perfectly clear day (absolutely no clouds in the morning, etc.) and it was doing that. But it's been doing it for over a month, regardless of weather, sadly.

      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        5 years ago

        hellovolchitsa 

         

        Okay, your Gateway is located in Santa Clara, CA, so if you're ever having connection issues or an outright outage and you can still get on the net in some way, you can check the weather there.  Your gateway is the collection point for your signal on the "other side" of the satellite, and like the dish at your home it's susceptible to bad weather, though it usually takes a bit more to affect it due to being a larger dish with a stronger signal.  Right now it's only cloudy in Santa Clara, so it's doubtful that the weather there is contributing to your issue, though it's still possible.  And being that it's been happening for over a month, it's even less likely that this is the cause, even at the current time.   

         

        Your satellite signal strength is pretty good, so it's unlikely that this is the cause of the issue, though only the reps can say for sure.  They'll likely be the ones who are going to have to help you, as there doesn't seem to be any obvious causes, or any cause that a fellow subscriber like myself can see.  The reps here are on M-F from approximately 9AM to 6PM EST, and they usually reply within a day.  When they see your post they'll likely want to run remote diagnostics on your HughesNet equipment before replying, so it would be best to leave the modem plugged in so that they can do so.  Some people unplug theirs when they aren't using the service, so this is why I mention it.  

         

        They should reply tomorrow.  Sorry I couldn't be of more help.  :( 

         

        Liz Damian