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COVID-19 and HughesNet...

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Distinguished Professor II

Re: COVID-19 and HughesNet...

People on cable or other terrestrial internet are on systems with huge capacity, and in some areas, they are actually seeing the problems as well, or at least they are noticing reductions in speed and other issues.  Satellite internet such as Hughesnet and Viasat are systems with very limited capacity, and so we notice the strain on that capacity much more sharply. 

 

This is not to deny you were seeing issues before. I believe you when you say you were.  The reps on this site can take a look at your issues and check what's going on. If you would like to give them a chance to help you, you will need to start your own topic under Tech Support, and provide details, and case numbers if you have them. 

 


@jackwilliambell wrote:

Sorry, but the problem existed before now, it isn't new to me or unique to me. Moreover, people not on Hughesnet are not seeing this problem, I checked.


 

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Distinguished Professor II

Re: COVID-19 and HughesNet...

That sounds very frustrating. Your best bet at getting competent help is create your own thread under Tech Support, and provide details of what's going on. The reps on this site work individually with each subscriber and each tech ticket, so it'd be to your advantage to create a new topic, provide details, provide case numbers (if you have any), and let them look into it and see how they can help you. They have a good track record with this, and they are much higher up than the phone and chat agents, so they can do a lot more for you, and sooner. 

 

Bgleason62 wrote:
I knew I wasn't being throttled. For some reason though my connection just sucks. It shows as an excellent connection, but no matter what amount of data I have left for the month I have real slow internet and constant buffering. If I connect to my modem on my phone, it will say internet not available but also show full signal and it is extremely slow. If I turn off my wifi and use my mobile data it is tremendously faster. Keep in mind that I am in the forest and for my phone I use a cell phone booster antenna. I usually get about 3-4 bars. Sometimes lower depending on where I am and sometimes 5 bars. At any rate, my HN is very slow both on wifi and ethernet as well. But I do know I'm not being throttled.

 

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Distinguished Professor IV

Re: COVID-19 and HughesNet...

I can just imagine what's going to happen this weekend on this community.  Smiley Sad  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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Associate Professor

Re: COVID-19 and HughesNet...

The vitriol has already started, as you'e probably already seen.

 

"We want more bandwidth"....

      "Ok, here's bandwidth"

"Now we want more speed"....

     "Sorry, can't have both."


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
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Freshman

Re: COVID-19 and HughesNet...

Honestly, mine has sucked from the time it got installed. I'm not asking for more bandwidth or speed, I just want what I pay for. I get buffering throughout a monthly cycle regardless of how much data I have. I use my phone data for internet use. If we stream a movie off of the satellite, it is a constant buffer no matter where our data is. And we are trying to watch id SD not High Def. I just wish I hadn't even gotten the service. I am no better off than if I had gotten CenturyLink @ 3mbps. But I have never said anywhere that I want more of either bandwidth or speed. Just what I am paying for. I was told I could easily stream SD movies or shows.
Distinguished Professor II

Re: COVID-19 and HughesNet...

You actually can stream, but it's not unlimited, and it may vary per region depending on the congestion.  If you feel you were misled during the sales call, and if it's been less than 3 or so months since installation, you can ask for a sales call review.  The reps here can retrieved the call,if it's still available, and listen to see whether the salesperson set the proper expectations. If they did not, the reps may provide you with options.   If you want to request a sales call review, you need to do that in Tech Support.  Click "start a topic" explain your situation, and request a sales call review. 

 

Bgleason62 wrote:
Honestly, mine has sucked from the time it got installed. I'm not asking for more bandwidth or speed, I just want what I pay for. I get buffering throughout a monthly cycle regardless of how much data I have. I use my phone data for internet use. If we stream a movie off of the satellite, it is a constant buffer no matter where our data is. And we are trying to watch id SD not High Def. I just wish I hadn't even gotten the service. I am no better off than if I had gotten CenturyLink @ 3mbps. But I have never said anywhere that I want more of either bandwidth or speed. Just what I am paying for. I was told I could easily stream SD movies or shows.

 

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Distinguished Professor IV

Re: COVID-19 and HughesNet...


@Bgleason62 wrote:
I get buffering throughout a monthly cycle regardless of how much data I have. I use my phone data for internet use. If we stream a movie off of the satellite, it is a constant buffer no matter where our data is. And we are trying to watch id SD not High Def.  

This is why you should follow maratsade's instructions and start a new topic asking for help.   With it now being close to the rep's quitting time, however, you're likely to not receive a reply from them until at least Monday if you do.  With this said, the reps will very likely need speed test results to help you.  These are the instructions for the tests.  Please be sure to run them as outlined.  There's a discrepancy in the upload test file size (4MB vs 3MB) between the page instructions and the in depth guide instructions for Gen5.  You can use either size. 

 

Keep in mind that with the increased load on the system you may have issues streaming, even in SD.  Whether they'll be able to address streaming issues right now only they can say, but they'll need those speed test results to start troubleshooting.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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Freshman

Re: COVID-19 and HughesNet...

I know it is not unlimited, but I should be able to stream at the very beginning of my cycle without constant buffering. I watch my data to see where it is at. Personally, I don't stream myself, my wife has shows she likes to watch. At any rate, it buffers from day 1 of a cycle and because it buffers our data burns up through the buffering so we aren't able to view as many episodes as we should. A one hour episode can actually end up as 1 1/2 hours to 2 hours because of buffering. Haven't done the math yet on how much data that accounts for but essentially we lose 1/2 to a full amount of what we should extra during a single episode. Like I said, we could have 100% data remaining, 75%, 50%, 25%...whatever, it still buffers badly and constantly. We also have computer off and we just use our mobile data on our phones not wifi.
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Distinguished Professor II

Re: COVID-19 and HughesNet...

"I should be able to stream."

This can't be guaranteed in a system with such limited capacity and so subject to congestion, latency, and the devices and configuration the user has at home.   If they guaranteed that you could stream, then you need to ask for a sales call review. 

 

The amount of data you have is not what influences the quality of streaming.  People in the past have posted they can stream while they're in FAP.  What influences streaming is congestion, latency, network management practices, and things on the user's side such as the kind of devices they have and how they are set up.  And those who have issues have to become troubleshooters and detectives, as very often the system is working fine on the satellite side and the issue is on the users' side, so they need to figure it out, as the reps can only see the system side. 

 

I don't want in any way to invalidate your concerns, because I agree that it's very frustrating to pay so much money for something and then find it doesn't work as well as we expected, but perhaps we all need to focus more on reality and adjust our expectations, and learn to be proactive instead of reactive.   

 

In any case, I think you'd get more out of doing something proactive, like requesting the sales call or working with the reps on this site to troubleshoot your system than out of just being upset.  Be upset, but do something about it. 

 

Bgleason62 wrote:
I know it is not unlimited, but I should be able to stream at the very beginning of my cycle without constant buffering. I watch my data to see where it is at. Personally, I don't stream myself, my wife has shows she likes to watch. At any rate, it buffers from day 1 of a cycle and because it buffers our data burns up through the buffering so we aren't able to view as many episodes as we should. A one hour episode can actually end up as 1 1/2 hours to 2 hours because of buffering. Haven't done the math yet on how much data that accounts for but essentially we lose 1/2 to a full amount of what we should extra during a single episode. Like I said, we could have 100% data remaining, 75%, 50%, 25%...whatever, it still buffers badly and constantly. We also have computer off and we just use our mobile data on our phones not wifi.

 

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Freshman

Re: COVID-19 and HughesNet...

Quite frankly, with everything that is going on right now with this COVID-19 problem, I don't know what good it will do. Everyone tells me my problem is related to the spike in usage by everyone else even though we have had these issues before the virus would have had anything to do with anything. Everyone else has escalated this issue, I simply said I just wish I hadn't gotten this and stuck myself in this contract. I just had a feeling before installation that we would have these issues as we always had issues with other satellite services like Dish and DirecTV. But my wife wanted internet and it HN showed that we would get better internet than the 3mbps that CenturyLink said they could provide us. I can somewhat understand the streaming issues, but when I get contant buffering on my computer or it says I have no iternet yet it shows a full signal strength, that I don't understand. I have also read reviews of many people who don't get satisfactory results through tech support and I am not going to pay someone to come and look at an issue that has always been there. Simply, my bad.