Forum Discussion
Bad service
We have been experiencing complete outages but they only lasted a few minutes. Now we have had our internet slowed down to almost completely unuseable rates. I spent time with tech support and all th...
I truly think there are gremlins at work.
Installed a new modem yesterday sent to me and speed performance was still not good. It was better yesterday evening. Error code 24.1.1 still there yesterday even though had bonus zone data of over 80%. Health report said system Poor.
Early this morning the error code was gone and the health report said system was good. I did a speed test and it was not good. Both download and upload Speeds throughout this have been all over the place, but none have been good.
Just now I checked and the error code 24.1.1 is back and system is poor. Still have around 80% bonus zone data but does not seem to matter.
Waiting for a call to schedule a tech visit. Maybe they will be able to stop the gremlins.
"Just now I checked and the error code 24.1.1 is back and system is poor."
The throttled code will remain until your monthly data (the data you pay for) cycles into a new month. The bonus data is free; when you are actually in the bonus zone you probably won't see the code, though you might, as it doesn't refer to the bonus zone.
"Speeds throughout this have been all over the place, but none have been good."
What do you define as good? You may want to run speed tests using Testmy.net (which is required to have speed issues analysed on this site), and the post the link to your My Results page.
Speeds do go all over the place because of the nature of satellite internet, which is influenced by the laws of physics inherent in the technology, and is also influenced by other variables, including congestion (that is, how many people on your beam are using the internet; this can be more noticeable at certain times of the day).
To add to what maratsade mentioned, the Bonus Zone is from 2AM to 8AM, so if you're out of your plan data, but you still have Bonus Zone data, that state code will disappear between 2AM to 8AM, which is why it wasn't there when you got on early in the morning. Once 8AM comes, that state code will reappear, as the system has switched back over to using your plan data, which you're out of.
The only way to get out of the FAP state (Fair Access Policy), is to either buy Data Tokens, or wait for your monthly plan data to refill on your monthly renewal date.
For reference, the data is used like this, with each successive data bank kicking in when the prior one has been exhausted...
8AM to 2AM - Monthly Plan Data > Token Data > FAP (the throttled speed state due to being out of data)
2AM to 8AM - Bonus Zone Data > Monthly Plan Data > Token Data > FAP
Thank you Gabe for explaining Bonus zone! I was trying to deposit a check to my bank at 730am but that was central time. Maybe those hours you explained for bonus zone are eastern standard time. I was not able to deposit so had to go to an area where my cellular plan works.
Unless HughesNet has changed a policy on my account, none of this makes sense. I was not experiencing such slow speeds before. The only slow time was usually around 8 pm and I could no longer stream movies. I could still do email, Facebook etc.It's based on your time zone, meaning whatever time zone you're in, it's 2AM to 8AM in that time zone.
If the speed problem persists when you still have data, I'd run some speed tests. There used to be a sticky post about speed testing, but it appears that it was removed. Luckily, I still have the macro. The testing mentions being directly connected with a LAN cable, but if you don't have that ability, try it via WiFi. Only do it if you have data though, not while you're in FAP. So if you have Bonus Zone data, you can run some during that time period, if you're up at that time. Check the state code before doing so though, to ensure you're not seeing that 24.1.1.
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To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform a batch of 3-5 tests during different parts of the day, then share your testmy.net "My Results" page URL with us here. A batch each in the morning, afternoon and evening is the most ideal, but the reps are well aware that not everyone can do this, so please just run a batch when you can.
Most important points to remember during this test:
-do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)
-disable the WiFi in the HT2000W modem while the speed tests are being performed
-the testing device should be the ONLY device connected to the HughesNet modem while testing
-use the manual 25MB size download test file
-if testing upload instead of download, use the manual 4MB size upload test file
-space each test in the batch at least 5 minutes apart
-post your testmy results URL here, it may look something like http://testmy.net/quickstats/yourusername
The Reps are on M-F from approximately 9AM to 6PM EST. They will be the ones to address your speed issues, but they will need these tests to do so.
If you don't know how to disable the WiFi in the HT2000W modem, please see "How do I manage my built-in WiFi modem?" in this PDF. Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).
