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.
That's great news! I'm glad it's working much better for you now.
I would have never even thought of a separate, but unconnected router causing issues, but I'll keep that in mind for future. We learn something new every day.
With that said, and I apologize if you've already explained this, but what do you mean by "still freezes"? Are you referring to videos freezing, or websites freezing while trying to open? This might actually be something separate that can be easily remedied. Perhaps a DNS server issue.
@GabeU@Liz@maratsade@C0RR0SIVE It's been a while now since the tech was here and helped out. We haven't had the internet "drop" us since then. We still have the freezing issue of which we mean....Sometimes web sites won't load for awhile or in the middle of something, be it a game or on various web sites, it won't load. The screen or web site will freeze up and sometimes actually completely reset. I don't know exactly how to explain it. But as Gabe pointed out, that may not be a Hughes issue. It could be the web sites issue or various things. We don't blame that on Hughes since there are so many things it could be. Our service is better but speeds are still a bit up and down however not near what they used to be. I would say at this point we are very much better with our service and are happier with it.
We really want to thank all of you for all your efforts in hopefully making this much better. At least none of you jumped to blaming our computer and realized it was an issue somewhere with the service. We just simply don't know exactly what the problem was with so much being replaced. Whether it was the Hughes modem, the radio or our router since all were either changed for new or completely turned off. We are thankful that someone actually listened and took steps to alleviate the issue. Again....all our thanks and appreciation for everyone's assistance with this issue.
You're very welcome. We're glad you found the help you needed here in the community! We're here if you have any other concerns.
I'm glad that your service is better, overall. When it comes to freezing, Amazon seems to be the most common for me, and it does it more when I click on a result from a Google search than when I go directly to their home page by entering their URL in the address box. Sometimes it will spontaneously retry and work, and other times it just sits there, smirking at me with its little failure message. 😛
With that said, if the freezing is becoming a common occurrence, I hope that someone with a lot more knowledge than I can think of some things to try to get it to stop. With that said, once in a while you'll come across websites that simply won't work, whether due to coding errors, or certificate expirations, or whatever else, but it shouldn't really be a common occurrence, overall.
The one thing I can think of is trying an alternate DNS server. This does often help. I'm going to attempt to copy/paste the instructions from a website below. I hope this works. The DNS in the article is Google's and it's the one I would recommend using as an alternative to Hughesnet's (which is what is used when it's set to obtain the DNS automatically). And where it says "restart your network" at the end, that just means close your open web page(s) and start using your browser again.
Also, make sure to select the adapter you are using if both LAN and Wireless adapters show up (I don't know if you are connected through Wifi). The one in the instructions is for a LAN connection, but a WiFi adapter will look the same. It will just have a different name that indicates it's the Wireless adapter.
Also, I believe these instructions are for Windows 8.1, but Windows 10 would pretty much be the same. In addition, though this may help to boost your speeds a little, the main reason for you doing this is to try to eliminate, or at least help to reduce, the freezing and non loading issues. It may not affect the speeds at all.
If you have any questions at all about this procedure, or if something doesn't make sense, please feel free to ask questions or ask for help.
I hope this posts properly. I've never tried a copy/paste from a website that included pictures. I'm keeping my fingers crossed.
Steps To Manually Setup Google DNS In Windows PC
Step 1. First of all, in your windows PC go to the Control Panel and select Network and sharing center.
Step 2. And there click on Change adapter settings.
Step 3. Now there you will see all networks, select the network that you want to configure for Google DNS.
If you have decided to try out Google’s DNS and want to change ethernet settings then simply right-click on Local Area Connection and then select Properties.
Step 4. Now click on Networking tab and there under This connection uses the following items select the option Internet Protocol Version 4 (TCP/IPv4) and then click on properties.
Step 5. Now choose the radio button Use the following DNS server addresses there and there will be written some default IP, simply clear them. Now there fill the value of google DNS value that is 18.104.22.168 OR 22.214.171.124 and then simply click on “OK” and then restart your network.
That’s it! you are done, You are now surfing the Internet using Google DNS servers. You should observe the speed for a few days and if you are not satisfied you can always revert back to the default ISP provided one by selecting Obtain DNS server address automatically.
Note : For Windows 10, the steps are more or less same.
Thank you so much for working with us in trying to determine your issue during the last two weeks. I have issued you a free complimentary dispatch to replace both the modem and radio and to also check your outdoor equipment. Also, please check your private messages in the top right-hand corner, as I have sent you more information.
We appreciate and value you as a customer, and we would like to continue to work with you. My wish is that you will continue to post on the community and work with us until all your concerns have been addressed. Thank you and best wishes!
@AedanThe time scheduled for Monday the 21st is fine with us. We will be home for it. Thanks for all you did and it's appreciated. We will continue to work with everyone and keep posting until we can finally get to a solution. It's been refreshing working with people that actually seemed concerned and are doing all they can to help instead of making false or unfulfilled promises. We did read the inbox messages and thank you.
Thank you for posting. We do extremely appreciate you taking your time to do these tests and to post the results on here for us. C0RR0SIVE, GabeU, and Gwalk900 are all amazing and extremely knowledgeable and I am thankful and glad that they are helping you troubleshoot. I saw from your previous post that you wanted to give up. Please don’t; we simply need a bit more information before deciding to send a new modem or a tech out to your site. Thanks so much!
At least this is further than we've gotten with anyone over the past 5 years of having these same issues no matter what computer, lap top or phone was connected. It hasn't mattered whether it was Gen 3,4 and even now 5. We're just frustrated over unkept promises and the only time a tech was sent out, he blamed our computer. Then we were promised credits that we haven't gotten. Yes, we got a few little credits, but we were promised much more. So please understand our frustration. We're also very willing to try and resolve this and hopefully our service will be better. We won't give up at this point. We do want to thank everyone involved at this point who are trying to help with this problem.
Here's the HughesNet SCC codes and status at the same time.
|11.2.1||4||2850||08/15/2017 22:06:38||08/15/2017 22:09:53||0.1488%|
|11.2.2||7||1325||08/15/2017 22:04:43||08/15/2017 22:06:38||0.0692%|
|11.2.5||4||420||08/12/2017 21:45:45||08/12/2017 21:46:35||0.0219%|
|11.3.1||13||241||08/15/2017 22:09:53||08/15/2017 22:10:06||0.0126%|
|12.1.9||2||171||08/04/2017 22:21:29||08/04/2017 22:21:44||0.0089%|
|12.3.1||2||18||08/11/2017 02:06:07||08/11/2017 02:06:18||0.0009%|
|12.7.1||1||21||08/15/2017 22:10:06||08/15/2017 22:10:27||0.0011%|
|14.1.1||120||1153153||08/16/2017 10:10:45||08/16/2017 10:43:51||60.1913%|
|20.1.1||150||1511||08/08/2017 02:32:35||08/08/2017 02:32:44||0.0789%|
|20.2.1||5||76||08/04/2017 20:21:44||08/04/2017 20:21:50||0.0040%|
|21.1.4||1||10||08/04/2017 20:21:50||08/04/2017 20:22:00||0.0005%|
|21.1.5||1||16||08/04/2017 22:12:54||08/04/2017 22:13:10||0.0008%|
|23.1.1||4||31||08/11/2017 22:24:03||08/11/2017 22:24:11||0.0016%|
|23.1.4||1||17||08/15/2017 22:04:26||08/15/2017 22:04:43||0.0009%|
|30.3.4||7||2159||08/12/2017 18:26:06||08/12/2017 18:30:06||0.1127%|
Thank you so much for posting your testmy speed tests. Based on the results from this link (http://testmy.net/quickstats/bounceback2p), your speeds look really good. I understand that you are experiencing intermittent connectivity and at times no service at all, so if you could regularly monitor your service and do the testmy speed tests when you have slow speeds, it would be extremely helpful. I have issued you tokens bandwidth to assist with this.
I also pulled up your account to troubleshoot. However, your system is showing state code 14.1.1. Please verify that the LAN cable on one end is connected to the LAN port on the back of the modem and the other end to your computer. It is also possible that you might have a faulty LAN cable, which can cause service disruptions and slow speeds. If you could try a different LAN cable and let me know if you're still experiencing intermittent connectivity, it would also be helpful. Thank you and your patience and understanding are much appreciated!
Aedan....Checked and verified the LAN cable is properly connected. All the cables and wiring are brand new as of April when we moved and upgraded to Gen 5. Everything was hooked up by the installer. We haven't changed or adjusted anything. We haven't even hooked up our router as of yet leaving everything hooked direct as the installer hooked it up. We will try to run the various tests over the next few days at different times as best we can.
One thing to keep in mind is that the reps on here are at the corporate level, unlike the phone reps. When they get involved, like Aedan has, it's a quite different type of support that you'll be receiving. These are the reps that can get engineering involved whenever they need to. So, rest assured, you're in good hands here.
And, though I have no doubt that over the years you've run oodles of speed tests, the requested tests will not only help to verify that there is a problem, and how big it is, but they can also give them an idea of what might be causing the problem, as different types of issues can cause different overall test patterns, as well as show different results with the individual tests.
Again, rest assured, this is not the same type of help that you receive on the phone.
Aedan...I ran our 3rd set of Hughes Speed Tests this morning. We also ran 2 sets of speed tests on TestMy. Here's the link to the results for that. http://testmy.net/quickstats/bounceback2p. Now for a possible monkey wrench to the situation. The first 2 sets of tests ran on Hughes Net (the Speed Test tab at the top of the page), were ran during days that were clear and sunny. TODAY'S tests that were ran the weather is steady rain, not heavy, and cloudy and we got the best speeds we've had so far. ?????? Go figure.
I noticed on your testmy.net speed tests that you were using the 25MB test for upload speeds, as well. When performing the upload speed tests, you should use the manual 4MB test size, not the 25MB test size. The 25MB test size is for the download tests.
So, if you do continue to run tests at testmy.net, make sure to use the 25MB size for download tests, and the 4MB size for upload tests. Also, and if this was already mentioned I apologize for mentioning it again, but you should try to space the tests out and run them at a few different times of the day, if you are able. Basically, run a block of at least three tests, each test spaced a few minutes apart, and do that a few times a day, again, if you are able (they know people work and can't always do this).