Slow or dropping connection

Thank you for the tokens and the resolution here. I'll be sure to post again if anything changes. I think GabeU might be on to something about our location being on the transition point between two beams. Thankfully, the new gateway seems to be doing what we need.

In response to MarkJFine, the power supply is something I don't quite understand about satellite modems. When we first had our install done, the installer was hesitant to connect the power supply to our UPS. I didn't understand this; Shouldn't a UPS or filtered power strip provide stability against the power variations which would otherwise cause problems? Plus, our UPS produces a true sine wave when it switches to battery.. If it was the more blocky DC/AC conversion of a conventional UPS, I could understand the problem. Either way, we operated just fine on the UPS for 14+ months until this problem cropped up.. Ironically, when I pulled the power supply from the UPS and connected it directly to the wall outlet!

We also have some tree limbs which might now be starting to cause a problem, although there are no leaves on the limbs any more, of course. I may look into doing some additional trimming in the spring just to eliminate this. We took down about 10 trees this last spring to clear the skies for our Dish service!

Again, thank you to everyone who has replied. I'm going a bit verbose here in case any other customers stumble across this thread, so that maybe they can glean a solution from it. :)

Hi MrCRJP,

I just got a call from an engineer who looked into your site and we'd like to monitor your modem through tomorrow to make sure nothing is functioning out of the ordinary. Please don't reboot the HughesNet modem until I get the OK from the engineer. 

Please also monitor your internet performance for anything notable. 

  Your cooperation, patience, and understanding are much appreciated.

Good morning MrCRJP,

Thanks for letting me know you rebooted the modem. First thing this morning the engineer asked me about that, haha. He'd like to monitor your terminal for the next 24-48 hours for a good sample. Please don't reboot and take note of service degradation if you observe any.

I'll post back once I have news to share from engineering, I appreciate your help.

Ok, thank you. This morning, I was able to browse text websites a bit, but was unable to even load a speed test site, or download a podcast. I saw 30-40% packet loss when I ran the connectivity test. I'm at work now, and my wife is being forced to use her phone's data connection, since our Hughesnet connection is currently unusably slow. I do hope we're able to work out the root problem here, because this experience is quite frustrating. Thank you for your help!

You're very welcome. I've also sent over this feedback to engineering. We'll keep you posted!

Woo, engineer called me about your feedback just now. Currently we're seeing 34 Mbps in download speeds from the HughesNet modem, and all other diagnostics look good. I understand you're not at home to troubleshoot, but if it's possible to get this info, it would be helpful to the engineer.

How was your wife trying to use the internet when she found it unusably slow?

Via wifi device?

Via computer connected directly to modem? 

Is she able to run a few speed tests on testmy.net right now while we're seeing good diagnostic results?

She was just reading forums on some web sites via WiFi using Chrome on her phone. Everything would either not load at all, or load after a long delay with broken elements on the page. She's not very tech savvy at all, and is being kept very busy today by our baby, so I may not be able to get any results until I get home.

Did anything change with our configuration, or does it just happen to look good right now?

Unfortunately, we're not able to get numbers until I get home from work, because something didn't work on the speed test site for her. Even more unfortunately, we're almost certainly going to go over on our phone data plan this month as a result of all this.

Hopefully something has changed, and we'll now see better speeds most of the time on the Hughesnet service. I'll post an update about how it's looking when I get home.

That's understandable, whenever you can get testmy.net results will do. Nothing to my knowledge has been changed. Even right now, the download speed from the modem is now at 37 Mbps down.

We are curious to know what speeds you're seeing while directly connected to the modem. Looking forward to hearing back.

Sounds good! I'll send this over to the engineer. He hasn't mentioned anything since I had you monitor your system for improvements, so I can't say if there was any adjustment done. I'll let you know if I have any further instruction from the engineer. This sounds promising.

Good morning MrCRJP,

Just checking in on you, is the HughesNet system still working well for you?