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5 Year issue with Hughes Net

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bounceback2p
Junior

5 Year issue with Hughes Net

For almost 5 years now, we have had a major issue with slow connections, interrupted service, internet going down for periods of up to a week and not being able to use the internet at all. We've contacted Hughes Net CS on NUMEROUS times, been promised call backs that we never got and CREDIT for our all down time which totals 220 days now. No credit has been given, our service still is very slow and the internet drops a lot. We upgraded to Gen5 hoping it would help, it didn't. Still have freezing issues and service being dropped. They did send a teck out ONE time over the course of 5 years and they blamed it on our computer. Seems after trying 5 desk tops, 4 lap tops and even 5 cell phones hooked to the service at various times and the same exact problem happens, they'd realize it's not us. But promise after promise has been made and none have been followed through on. Maybe someone will see this and MAYBE we can get some help.

80 REPLIES 80
Aedan
Senior

Hello bounceback2p,

Thank you for posting. I am extremely sorry to hear about this issue and I can assure you that we will do our absolute best to help resolve your concerns. Anyway, we pulled up your account to troubleshoot and here is what we found.

Based on our records, we provided you with credits three times in the last year (February, April, and July of 2016).

We also ran a diagnosis on your system, and everything looks good. I would like you to please complete some speed test for us to better evaluate your service. Thanks and I look forward to hearing from you soon.

Please post your results here.

Important:

-do the tests while directly connected to the HughesNet modem with a LAN cable (NO ROUTER or Wireless devices)
-use the 25MB size download test file since you are a Gen5 Customer
-complete at least 3 tests each space at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE

For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx


-Aedan

Thanks for at least an attempt to reply. Yes, some small credits were applied and that's why the amount of days is down to only 226. I was being nice posting what I did. I've ran so many speed tests with Gen 3,4 and 5 it's pathetic. You always ask for speed tests yet do nothing. It doesn't help with the DAYS on end our service was down, interrupted or not usable and nobody seems to listen or care. It's beyond ridiculous. You, not your personally, seem to want to just blame it on people's computers and not resolve the main issue or at least make an attempt to figure out what the issue is.

Hello bounceback2p,

Thank you for the prompt response. We would like to escalate your case to the engineers at our corporate office. However, in order to do so, we need the results from a recent speed test. Thank you!

 

-Aedan

Aedan, I ran 5 speed tests with about a half hour inbetween each. Download speeds for each were 11.44 Mbps, 14.56Mbps and 18.32Mbps off of the Chicago server. The other 2 used the Virginia server and were at 12.11 Mbps and 19.56 Mbps. Upload speeds were, for Chicago...1.97, 2.01 and 1.68 Mbps. For Virginia they were 1.97 and 2.21 Mbps. Hope this helps you and maybe assist us in figuring out what the issue is over the past 5 years.

maratsade
Distinguished Professor IV

You need to run the tests using Testmy.net, and you need to provide Aedan with the link to your results page. Without that he cannot move forward.

C0RR0SIVE
Associate Professor

Thanks for providing us with that info. We just hit speed test at the top of this page. Did not know anything about Testmy at all.

Yeah, if you are using the Speed Test under support at the top, just let us know when you have done a few tests (might be best to scatter them through out the day, and for a few days, I am sure that Aedan wouldn't mind giving you a few tokens for testing purposes to make up for the data use).  The moderators will then have direct access to the test results, however, for the community it's typically prefered to have testmy.net results, but they aren't required if you are doing the Hughesnet test unless specifically asked for.

Thanks Corrosive. We will use both tests over the next few days at different times and see how it goes. We only hope the problem gets caught with the tests. It does get frustrating. We can go days without an issue then it starts in and then we will go days with no service or spotty service. Everything seems fine when it's working, with exception of freezing and the net dropping. But then we completely lose service for days on end. Then it's back to fine for awhile, then down.

@bounceback2p

 

> we have had a major issue with slow connections <

> interrupted service <

> internet going down for periods of up to a week <

 

 I certainly would continue to run speed tests and post links to the results but your listed issues seem to point to something beyond speed related problems.

 

In the past, prior to the Gen5 HT2000w modem, were you connected directly to the modem or through a router?

 

Currently with your Gen5 system, are you using the wireless capabilities of the HT2000w or are you using your own Router?

 

If using the wireless portion of the HT2000w are you using the 2.4 or 5.0 Ghz frequencies?

 

When you have connectivity issues have you opened the Modems internal SCC (System Control Center) at 192.168.0.1 to see if there are any active error state codes?

Can you post a screenshot of your systems SCC advanced pages State Code Monitor? (with your SAN edited out):

 

State Code Monitor.PNG

 

 

That's a lot of questions LOL. Let me try to address each one.

1. While using Gen 3 and 4 we were hooked up both ways...direct and with a router for Wi-Fi.

2. We have not hooked up the router since getting Gen 5. We are hooked direct.

3. Good question and have no idea nor how to check.

4. No, have never done that and had no idea we could. Do we just go to the URL to check it ?

Thanks for your reply and question. We appreciate this and hope we can get somewhere with this since we've been fighting it for 5 years now no matter which of the Gen's we've had or how we've been hooked up.

GWalk...We went to the URL that you posted to see if we could figure out what you were telling us to try. Here's what the page looks like when we go to it. We can't see where to get into the Advanced Settings. We tried all the allowable links on the page. Please help.

 

 
ESN: 12123597
Diagnostic Code: 0000-0000-0000-0005
HT2000W System Control Center
Your built-in diagnostic system for viewing performance statistics, getting help and configuring settings.

44%remaining
Bonus Bytes
 
93%remaining

When you open the SCC main page, near the top, at the right is a small box with an "i" in it.

Clicking the "i" will lead you to the beginning  of the advanced pages.

There is a menu on the left, look at the highlighted area in my screenshot.

Click "General" to expand the menu further,  click "State Code Monitor".

That will display a history of the codes that the modem has recorded.

If using a Windows OS from Win Vista and up, using the built-in  "Snipping  Tool" to take a screenshot.

Post that here, remember to edit or crop out your SAN.

 

Auto-Refresh
 


Advanced Menu
 
SAI
2014428 (0x1ebcdc)
ESN
12123597
Diagnostic Code
0000-0000-0000-0005
Current State Code
0.0.0
Last Error State Code
14.1.1
Time since Recovery(d.h:m:s)
0.0:5:18
System State Code Monitor
State Code Transitions Total Duration(s) Start Time End Time Terminal Downtime
11.2.1 2235008/04/2017 20:17:0408/04/2017 20:17:340.2197%
11.2.2 493008/05/2017 20:56:0408/05/2017 21:02:190.0869%
11.2.5 337008/04/2017 20:18:4908/04/2017 20:21:340.0346%
11.3.1 711808/05/2017 21:02:1908/05/2017 21:03:090.0110%
12.1.9 217108/04/2017 22:21:2908/04/2017 22:21:440.0160%
12.3.1 1708/02/2017 00:30:0808/02/2017 00:30:150.0007%
14.1.1 6864207508/06/2017 15:12:4108/06/2017 15:58:5060.0250%
20.1.1 148149208/06/2017 01:43:0908/06/2017 01:43:240.1395%
20.2.1 57608/04/2017 20:21:4408/04/2017 20:21:500.0071%
21.1.4 11008/04/2017 20:21:5008/04/2017 20:22:000.0009%
21.1.5 11608/04/2017 22:12:5408/04/2017 22:13:100.0015%
23.1.1 21508/04/2017 20:22:0008/04/2017 20:22:080.0014%
30.3.4 5161907/30/2017 15:15:0307/30/2017 15:25:020.1514%

 
 

Percent Time Spent in State (Since Startup)
 
 GWalk...here's the page. Not being very computer literate, I tried using the Snipping tool but could not figure out how to get it added on here. So, I copied and pasted the page and edited out the SAN. Thanks for the help. The "i" on the main page on our computer was light, we didn't see it. Thanks for the help so far, hope we can get somewhere with this.

I'm at work at the moment so I don't have a code list available  just now.

Let's tag @C0RR0SIVE and @Liz to look over the list of errors.

You have a number of long duration conditions.

Please don't power off your modem so the list stays available  for review.

 

We will leave the modem hooked up and running 24/7 so if anyone needs to check codes or the status they can. We so want to get this issue resolved. Thanks for all the assistance to everyone involved trying to help us. It's much appreciated.

 

Just ran another set of tests on testmy and Hughes Speed test from the top of the page. Here's the link to the testmy results. http://testmy.net/quickstats/bounceback2p

 

Also took a look at the HughesNet System Control Center information and here's that info.

 

 
SAI
2014428 (0x1ebcdc)
ESN
12123597
Diagnostic Code
0000-0000-0000-0005
Current State Code
0.0.0
Last Error State Code
14.1.1
Time since Recovery(d.h:m:s)
0.1:42:48
System State Code Monitor
State Code Transitions Total Duration(s) Start Time End Time Terminal Downtime
11.2.1 2235008/04/2017 20:17:0408/04/2017 20:17:340.1680%
11.2.2 493008/05/2017 20:56:0408/05/2017 21:02:190.0665%
11.2.5 337008/04/2017 20:18:4908/04/2017 20:21:340.0265%
11.3.1 913808/09/2017 21:05:5908/09/2017 21:06:090.0099%
12.1.9 217108/04/2017 22:21:2908/04/2017 22:21:440.0122%
12.3.1 1708/02/2017 00:30:0808/02/2017 00:30:150.0005%
14.1.1 8586503308/10/2017 03:04:1408/10/2017 09:47:1361.8397%
20.1.1 150151108/08/2017 02:32:3508/08/2017 02:32:440.1080%
20.2.1 57608/04/2017 20:21:4408/04/2017 20:21:500.0054%
21.1.4 11008/04/2017 20:21:5008/04/2017 20:22:000.0007%
21.1.5 11608/04/2017 22:12:5408/04/2017 22:13:100.0011%
23.1.1 32308/09/2017 21:35:0608/09/2017 21:35:140.0016%
30.3.4 5161907/30/2017 15:15:0307/30/2017 15:25:020.1157%

 
 

Percent Time Spent in State (Since Startup)
 
Hope this helps everyone trying to assist us. We will run another set of tests a little later on this morning and post those results also. Again, many thanks to everyone trying to help out with this. 

Here's the next set of tests run. Maybe from these results you can see how intermittent the signal is. Up and down all over the place. http://testmy.net/quickstats/bounceback2p

The two tests from today alone should show how varied our speed is.

 

Auto-Refresh
 


Advanced Menu
 
SAI
2014428 (0x1ebcdc)
ESN
12123597
Diagnostic Code
0000-0000-0000-0005
Current State Code
0.0.0
Last Error State Code
14.1.1
Time since Recovery(d.h:m:s)
0.0:8:44
System State Code Monitor
State Code Transitions Total Duration(s) Start Time End Time Terminal Downtime
11.2.1 2235008/04/2017 20:17:0408/04/2017 20:17:340.1646%
11.2.2 493008/05/2017 20:56:0408/05/2017 21:02:190.0651%
11.2.5 337008/04/2017 20:18:4908/04/2017 20:21:340.0259%
11.3.1 913808/09/2017 21:05:5908/09/2017 21:06:090.0097%
12.1.9 217108/04/2017 22:21:2908/04/2017 22:21:440.0120%
12.3.1 1708/02/2017 00:30:0808/02/2017 00:30:150.0005%
14.1.1 8888007708/10/2017 15:48:2208/10/2017 19:19:5961.6493%
20.1.1 150151108/08/2017 02:32:3508/08/2017 02:32:440.1058%
20.2.1 57608/04/2017 20:21:4408/04/2017 20:21:500.0053%
21.1.4 11008/04/2017 20:21:5008/04/2017 20:22:000.0007%
21.1.5 11608/04/2017 22:12:5408/04/2017 22:13:100.0011%
23.1.1 32308/09/2017 21:35:0608/09/2017 21:35:140.0016%
30.3.4 5161907/30/2017 15:15:0307/30/2017 15:25:020.1134%

 
 

Percent Time Spent in State (Since Startup)
 
 There's the SCC status also at the same time. Maybe these will help narrow down the issue that we've had for 5 years now.
GabeU
Distinguished Professor IV

@bounceback2p

 

When you run the tests at testmy.net it's important that you give a few minutes in between each test (at least five is what is normally asked) and not run tests back to back to back.    

Thanks Gabe. Will space them a little more today.