Forum Discussion

Colby's avatar
Colby
Sophomore
7 years ago

Two Months of Slow Speed, Even After Gen 5 Upgrade

I've been experiencing close to dial up speeds for almost two months. My slow speed issue started around the middle of November, 2017. I was on the Gen 4 plan at the time. I had been on the plan for ...
Performance
  • Liz's avatar
    Liz
    7 years ago

    Good morning Colby,

     

    Engineering has an update planned for your gateway tonight which should address the intermittent connectivity you're seeing. To be safe, please power cycle the HughesNet modem before you use the internet tomorrow. To power cycle the modem, unplug the power cable from its power brick and replug after 30 seconds. Allow some time for the modem to recover before attempting to browse. Please let me know if the disconnects go away after this.

     

     

     

     

Colby's avatar
Colby
Sophomore

Liz, 

 

I wanted to provide an update on my issues. My connection drops seem to be getting worse over the past several days. I've ran a bunch of connectivity tests and I'm getting packet loss and "limited connectivity to the gateway" on a regular basis. I can run a test, no packet loss, 30 seconds later, 10-20% packet loss. I can run 10 connectivity tests within a few minutes and am consistently showing packet loss. This happens most of the evening.. This happens when there is clear weather outside. This makes attempting to use the internet very difficult and frustrating. I'm really hoping you can help me out with this issue because I don't know any other way of resolving this. I can't call customer service because that has not helped in the past. It will most likely be escalated and I will most likely never hear back from them, delaying this being resolved.

 

Thanks for any help you can provide.

Colby's avatar
Colby
Sophomore
7 years ago

Liz, 

 

Any updates on this? All throughout the day, even on days with good weather, constant "limited connectivity to the gateway" and packet loss. This happens on wifi and directly plugged in. Nothing is blocking the dish and everything is connected tightly.

 

I know you guys are busy dealing with issues of other customers, but this has been going on for far too long. I haven't had a reliable connection in months. Yes, the speeds are back up to acceptable levels, but I am constantly disconnecting.

 

I hope someone can provide an update soon. 

 

Thanks,

 

Colby