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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

Here's the results from the first set of tests today. Will run another set a little later.  http://testmy.net/quickstats/bounceback2p

 


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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)
0.3:7:54
System State Code Monitor
State Code Transitions Total Duration(s) Start Time End Time Terminal Downtime
11.2.1 3265508/11/2017 02:08:0908/11/2017 02:13:140.1781%
11.2.2 5102008/11/2017 02:06:1808/11/2017 02:08:090.0684%
11.2.5 337008/04/2017 20:18:4908/04/2017 20:21:340.0248%
11.3.1 1014808/11/2017 02:13:1408/11/2017 02:13:240.0099%
12.1.9 217108/04/2017 22:21:2908/04/2017 22:21:440.0115%
12.3.1 21808/11/2017 02:06:0708/11/2017 02:06:180.0012%
14.1.1 9491419008/11/2017 02:45:2308/11/2017 09:47:2661.3405%
20.1.1 150151108/08/2017 02:32:3508/08/2017 02:32:440.1014%
20.2.1 57608/04/2017 20:21:4408/04/2017 20:21:500.0051%
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 21:35:140.0015%
30.3.4 5161907/30/2017 15:15:0307/30/2017 15:25:020.1086%

 
 

Percent Time Spent in State (Since Startup)
 
 

Hey bounceback2p,

 

Thanks for posting. You are doing an amazing job of consistently logging your speeds. In the past, I saw that you were concerned about slow and intermittent connections and interrupted service such that your service would be down for periods of up to a week. Is this an issue that you have experience recently? Thanks.

 

-Aedan
C0RR0SIVE
Associate Professor

@bounceback2p

One thing that is of concern to Gwalk, possibly Aedan, and I is the statecode 14.1.1 being there so often...

That code essentially means that there are no devices connected by Wifi, nor Ethernet cable.  Is there a period of time during the day, where all your devices are disconnected?   Such as your computer being turned off, and any wireless devices being asleep?  This code should only ever come up when there are NO devices in communication with the unit.

That is one area to explore ... the power settings of both wired an wireless adaptors:

Power Managment.PNG

We don't have any Wi-Fi hooked up. We haven't connected our router for quite a while now leaving everything as connected by the installer in April. Our modem is always on and never disconnected. As far as sleep mode, we have shut that off during all this so to give as best results as we can to figure this problem out. Our computer is always on as is the modem.

GabeU
Distinguished Professor IV

@bounceback2p

 

Just for future reference.  When you reply to a certain post, it's a good idea to either type the person's name that you are replying to, like the following...

 

bounceback2p, 

 

Such and such and such....

 

Or, you can type the @ symbol, and a list of the names of the people who have replied in the thread will pop up.  You can then click on the name and use that, like I did at the beginning of this reply.  This is what you will see when you type the @ symbol....

 

Capture.JPG

 

 

This way the intended person knows you were posting to them.  If it's just an additional post to everyone, then you don't need to do that.  

 

It just makes it more clear as sometimes posts that are directed at a specific person may be assumed by a different person that it is directed at them.  Naming the target person allays that confusion.   

 

 


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

@GabeU  Thanks for the info. Still new to all this and any advice is happily accepted. Thanks again and it does work LOL.

Here's the results for the speed test this morning. Will keep at it until something is figured out. Thanks to all again for your assistance. http://testmy.net/quickstats/bounceback2p

 


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)
0.1:13:0
System State Code Monitor
State Code Transitions Total Duration(s) Start Time End Time Terminal Downtime
11.2.1 3265508/11/2017 02:08:0908/11/2017 02:13:140.1688%
11.2.2 6123008/12/2017 00:40:1808/12/2017 00:43:480.0782%
11.2.5 337008/04/2017 20:18:4908/04/2017 20:21:340.0235%
11.3.1 1115808/12/2017 00:43:4808/12/2017 00:43:580.0100%
12.1.9 217108/04/2017 22:21:2908/04/2017 22:21:440.0109%
12.3.1 21808/11/2017 02:06:0708/11/2017 02:06:180.0011%
14.1.1 10095780808/12/2017 09:49:5608/12/2017 10:41:0560.8877%
20.1.1 150151108/08/2017 02:32:3508/08/2017 02:32:440.0961%
20.2.1 57608/04/2017 20:21:4408/04/2017 20:21:500.0048%
21.1.4 11008/04/2017 20:21:5008/04/2017 20:22:000.0006%
21.1.5 11608/04/2017 22:12:5408/04/2017 22:13:100.0010%
23.1.1 43108/11/2017 22:24:0308/11/2017 22:24:110.0020%
30.3.4 5161907/30/2017 15:15:0307/30/2017 15:25:020.1029%

 
 

Percent Time Spent in State (Since Startup)
 
 

@GabeU@Gwalk900@C0RR0SIVE@AedanHere are the results of tonights tests. This is from Testmy.  http://testmy.net/quickstats/bounceback2p

 

This is the Hughes SCC at the same time.

 

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)
0.0:1:47
System State Code Monitor
State Code Transitions Total Duration(s) Start Time End Time Terminal Downtime
11.2.1 3265508/11/2017 02:08:0908/11/2017 02:13:140.1637%
11.2.2 6123008/12/2017 00:40:1808/12/2017 00:43:480.0758%
11.2.5 442008/12/2017 21:45:4508/12/2017 21:46:350.0259%
11.3.1 1222808/12/2017 21:46:3508/12/2017 21:48:050.0141%
12.1.9 217108/04/2017 22:21:2908/04/2017 22:21:440.0105%
12.3.1 21808/11/2017 02:06:0708/11/2017 02:06:180.0011%
14.1.1 10396705508/13/2017 01:02:4608/13/2017 01:25:5059.6253%
20.1.1 150151108/08/2017 02:32:3508/08/2017 02:32:440.0932%
20.2.1 57608/04/2017 20:21:4408/04/2017 20:21:500.0047%
21.1.4 11008/04/2017 20:21:5008/04/2017 20:22:000.0006%
21.1.5 11608/04/2017 22:12:5408/04/2017 22:13:100.0010%
23.1.1 43108/11/2017 22:24:0308/11/2017 22:24:110.0019%
30.3.4 7215908/12/2017 18:26:0608/12/2017 18:30:060.1331%

 
 

Percent Time Spent in State (Since Startup)
 
 We are about ready to give up. This is the same as its always been. Run test after test and nothing comes of it only promises unfulfilled. If we had another option for internet in our area, we'd been gone long time ago. But since we don't, we're stuck and just have to deal with it. Thanks to all who have tried to helped. We'll see for a couple more days IF anything comes of this from corporate or our credits we've been promised. Not holding our breath though.

@C0RR0SIVE@GabeU@Gwalk900@Aedan  Here are this mornings teest results from Testmy. http://testmy.net/quickstats/bounceback2p

 

So you all know that are trying to help...we went yesterday and bought a new Ethernet cable from Best Buy. Today our download speeds are the best

they've ever been SO FAR. Our upload speed still is horrible. We did freeze up 4 times between 5 pm Easter time and 11 pm Eastern time last night

after the new cable. We also completely lost the internet between the same times for about an hour and a half.

 

Here's the Hughes SCC information from this morning.

 

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)
0.1:9:2
System State Code Monitor
State Code Transitions Total Duration(s) Start Time End Time Terminal Downtime
11.2.1 3265508/11/2017 02:08:0908/11/2017 02:13:140.1600%
11.2.2 6123008/12/2017 00:40:1808/12/2017 00:43:480.0741%
11.2.5 442008/12/2017 21:45:4508/12/2017 21:46:350.0253%
11.3.1 1222808/12/2017 21:46:3508/12/2017 21:48:050.0137%
12.1.9 217108/04/2017 22:21:2908/04/2017 22:21:440.0103%
12.3.1 21808/11/2017 02:06:0708/11/2017 02:06:180.0011%
14.1.1 10599597708/13/2017 10:16:1308/13/2017 10:46:1860.0148%
20.1.1 150151108/08/2017 02:32:3508/08/2017 02:32:440.0910%
20.2.1 57608/04/2017 20:21:4408/04/2017 20:21:500.0046%
21.1.4 11008/04/2017 20:21:5008/04/2017 20:22:000.0006%
21.1.5 11608/04/2017 22:12:5408/04/2017 22:13:100.0010%
23.1.1 43108/11/2017 22:24:0308/11/2017 22:24:110.0019%
30.3.4 7215908/12/2017 18:26:0608/12/2017 18:30:060.1301%

 
 

Percent Time Spent in State (Since Startup)
 
 


@bounceback2p wrote:

We don't have any Wi-Fi hooked up. We haven't connected our router for quite a while now leaving everything as connected by the installer in April. Our modem is always on and never disconnected. As far as sleep mode, we have shut that off during all this so to give as best results as we can to figure this problem out. Our computer is always on as is the modem.


Is your computer directly connected to the HT2000w?  It's not going through any other devices what so ever, such as a network switch or Hub?

What's the exact model of your computer?

@C0RR0SIVE  Our computer is hooked up direct to the modem. There is nothing else hooked up....no router, no network nor HUB.

 

We have a HP Pavilion 23 with a 23 inch diagonal screenwith full HD IPS display. 64 bit with 20GB of memory. Hope this is the information you were asking for.

There should be a model number located on it somewhere, most likely the back...  If the computer isn't going to sleep and you're not turning it off, then it's possible the network card drivers are outdated, a bad NIC is in the system, or the cable is bad.  It's also possible the HT2000w is messed up, however, I would like to make sure everything else is good on your end prior since sending a new modem out may not be helpful.

Is your computer an AIO (all in one) style computer?  If so, it should have a wifi adapter as well, it may be beneficial to connect via Wifi to your HT2000w and disconnect the LAN cable and see how things go.

@C0RR0SIVE  Yes it is an All in One computer.  According to the sticker on the back it's a DKTP HP 4/500 23 AIO.

Are you saying we should try and hook in our router and try everything with the Wi-Fi hooked in and running ? We just want

to understand completely so we are doing everything on our end that we can possibly do.

I think it may be worth trying connecting via Wifi instead of via Ethernet/network cable.  No need to hook your old router up, just connect to the Wifi connection that is available on the HT2000w.  The password and SSID is located on a sticker on the back of your HT2000w.

Also, make sure you have the latest Network Card Drivers installed, you can get them from https://support.hp.com/us-en/drivers

@C0RR0SIVEOk. Being not so computer literate, you'll have to help me on how to hook the modem up that way. I looked at the back of the Modem, the sticker is there so I got that. On the back of the modem there is the power cord, the cable coming from outside to the back of the modem and the Ethernet/LAN cable hooked into slot 2 of the 4 slots and that cable is also connected to our computer. How do I get the modem to Wi Fi mode in order to try a couple days of tests that way for you all to check ? Please help.

Your HT2000w should already have Wifi enabled, all you have to do is disconnect the wired connection between your desktop, and the HT2000w.  Once you do that, you can connect to the Wifi network on the HT2000w...  

Like I said, your AIO *should* be able to connect wirelessly, but not all of them can, directions on how to connect to wifi networks are at the link below, Win8 and Win7 should be very similar in how to connect to wifi.

How to connect to Wifi in Win10

A few questions that should be asked in light of your having had issues with three separate Hughes platforms:

 

Are you by any chance "off grid"?

 

Is your Modem plugged into a UPS, surge protector strip or straight into the wall?

 

If into the wall, is this a three pronged grounded outlet?

 

Is your coax running through a "surge protector"?

 

Is you Ethernet cable running through a surge protector?

 

Below is a view of the back of your modem:

HT2000w rear.PNG

 

Please check the following:

 

Both ends of all Eternet cables (A) are securly connected.

 

Ensure that the DIN connector (B) is fully inserted ... some can be rather stiff.

 

Check that the Coax cable (C) is finger tight.

 

Not shown but be sure the power supply cable between the wall and the power brick is fully inserted into the power brick.

 

 

 

 

 

 

@Gwalk900Lots of questions and here goes.

 

As far as we know we are not "off grid."  We don't know how to confirm or check that.

Modem is plugged into a surge protector while the coax and ethernet cables are not.

All 3 cables are tight and the coax is finger tight.

I think I got all your questions. If I missed one, let me know.

Thanks again for all your help with this.

Off grid means solar power or generator.

Let's plug the modem into the wall directly, some surge protectors can cause issues.