Forum Discussion
Buffering Slow Internet and E-mail times out
I have been having issues with Hughes net since I had it installed in December of 2018. Slow Internet, Facebook will partially load then the pictures and videos will start loading one by one and you ...
Thank you for bringing this to my attention. If you are willing to try HTS again, please call 866-347-3292 and provide them with the updated case number I just messaged you, as I have now updated the case notes to ensure the call will be free of charge next time. I do apologize for any inconvenience this may have caused. Also, I see you had mentioned termination earlier. If this is the step you would like to take instead, I can assist you with the process. Please private message me if this is your decision.
-Damian
kf4ipc,
I apologize for the wait. I was able to investigate some of the connections being made on your system and two things stand out - TeamViewer and Xbox Live. I am unsure if the Xbox Live connection is made through an actual Xbox console, Windows 10 built-in apps or a browser. Live tiles on Xbox live do take up bandwidth, which takes away from other local bandwidth for your devices.
For TeamViewer, I'll need you to check if you do actually have this installed. If you're on Windows 10, you can simply click on Start or use the Windows key on your keyboard, then type in TeamViewer. If it appears as a program installed on your computer, we will need to investigate the settings for it. Another way to check is through Start > Settings > Apps > Apps & Features
X-box live must be an app running on my computer, we have an X-box console but it has been disconected since the kid went off to college. I do have TeamViewer installed on my computer because I have to remote into it at times but I havn't been able to use it reliably since I had HughesNet installed, there is to much lag and TeamViewer will time out and log me out while using it. I can disable TeamViewer for a while to see if that helps and I will have to find the X-box live app and see if I can uninstall it or disable it. I have tried 3 different browsers on my desktop and 2 browsers on my laptop and I get the same results wired or wireless. I can take my laptop to the public hot spot in town and connect between 1 and 3 Mbps while sitting in my car and I have no buffering while watching Youtube in HD.
Hi kf4ipc,
Just wanted to check in and see if you were able to find out anything new. I want to make sure we keep a good momentum on your issue.
I disabled TeamViewer and also killed X-Box live but I have not seen any improvement, I tried to watch you tube last night 4/3 and it still buffered after watching it for about 5 or so minutes. Download speed was 50.25 Mbps. I also have video saver turned off and the resolution was at the lowest, you can't even watch videos with the resolution that low because all it is is a blurry grainy picture. I also tried facebook today 4/4 and it still loads the pages slow and I have to wait for it to load so I can keep scrolling. Logging into my bank website took a very long time as well as navigating around the site.
Today my LAN Throughput was ***** 82.38 Mbps and I and had a download speed 30.04 Mbps and my upload speed was 1.36 Mbps.
This past Wednesday 4/10 Internet was fast, little to no buffering on You Tube then on Thursday 4/11 it was back to the same old thing, I couldn't even download my mail or connect to Facebook. I haven't tried it today but will try it tonight. Any other ideas for me to try? I am trying to be as patient as I can but it is frustrating that I am paying for a service that is barely usable.
Still fighting with this Internet. Its still unusable, I can't watch Youtube or get my E-mail, It took several minutes to get to this website just to post this tonight. How much will it cost me to terminate my service? I pay my bill every month and I can't even use the Internet so I am just wasting my money. I am having to drive into town with my laptop just to download my E-mail and work on my online college classes. It is inconvenient and I should not have to do this.
It's been over 2 weeks since the last post from a mod, I don't know what else to do, I still can't get on the Internet or check mail, I am tired of carrying my laptop into town and paying for worthless Internet. The only thing I have found it useful for is downloading a large file if and when the website loads up. I have had this service since December and it is not getting any better. I even had an IT friend who owns a computer repair shop come by and check my system and he told me there should be no reason my Internet should be slow connecting at 50 Mbps, He said pages should come up almost instantaneously.
You may want to send Amanda a private message.
kf4ipc wrote:
It's been over 2 weeks since the last post from a mod, I don't know what else to do,
I apologize for the delay in response. We have been investigating this issue extensively. The problem here is that your speeds on both our end and yours, are adequate enough to use the service smoothly. In addition to that, our equipment is functioning properly, as there are no system errors in your diagnostic history. Due to this circumstance, I would like to refer you to our Home Tech Support department free of charge. In order to speak with this department, you will need to call in at 866-347-3292 and provide them with the case number I will be messaging you privately. Once you have finished troubleshooting with the agents, please update me on your status. Your patience and understanding are much appreciated.
-Damian
Called Hughes net and gave them my case # they had me on the phone for 2 hours with tech support before fianly transfering me to Home Tech Support and they want $200 to remote connect into my devices to optimize them. I told them that my devices work fine when they are not connected to Hughes Net and I am not going to pay $200 for someone to connect into my computer. My laptop is fast when it is conected to the towns hot spot or the wifi at my work. What now? I am tired slow to no internet and dealing with Hughes Net because I feel like I am getting the run around.
Paid for another month of worthless Internet and still have not heard anything back from the mods that are supposed to be working on my case. My bill gets paid every month and I still can't use Hughes net reliably and It's been like this since I got it in December of 2018. I called Hughes net over a week ago and gave them my case # and they had me on the phone for 2 hours with tech support burning up my data having me run speedtests over and over before finally transferring me to Home Tech Support and then they wanted to charge me almost $200 to remote connect into my devices to optimize them. I was told I wouldn't be charged for that service? I have used a total of 4.7gb of data since 4/19 when my data renewed and 3.3 gigs of that was troubleshooting with tech support. It is imposable to stream you tube or any other streaming service and email will time out several times before I receive all of it and then I have to go through it and delete all the duplicate messages. I want to know how much will it cost me to terminate this service? I am done with not having reliable Internet and if I have to go into town to connect to the Internet everyday then I shouldn't have to pay for something I am unable to use.
"I want to know how much will it cost me to terminate this service? "
$400 for the first 90 days. After that, it drops by $15 a month ($385, $370, etc.)
maratsade wrote:"I want to know how much will it cost me to terminate this service? "
$400 for the first 90 days. After that, it drops by $15 a month ($385, $370, etc.)
I shouldn't have to pay anything since my Internet hasn't been unable since it was installed.
I'm having to use the hot spot in town just to be able to send this and check my e-mail.
If they run diagnostics on their end and on your end and find nothing wrong, it may be said they've done their due diligence, so you may be found liable for contract termination. They have also asked you to take further steps on your end and you have declined, so that is also a strike against you.
It seems the troubleshooting may be stalled since you did not wish to work with Home Tech Support. The Hughesnet people investigated your issue extensively and found no speed problems on their end or on your end, so they need you to do more work on your end to determine what may be causing the problems you see -- may be latency, perhaps, or something else. Ball's in your court now, and until you do what you asked you to do, they will likely not continue to investigate the issue, but you could always send a private message to Damian and ask for an update.
kf4ipc wrote:
$400 for the first 90 days. After that, it drops by $15 a month ($385, $370, etc.)
I shouldn't have to pay anything since my Internet hasn't been unable since it was installed.
I'm having to use the hot spot in town just to be able to send this and check my e-mail.
maratsade wrote:If they run diagnostics on their end and on your end and find nothing wrong, it may be said they've done their due diligence, so you may be found liable for contract termination. They have also asked you to take further steps on your end and you have declined, so that is also a strike against you.
It seems the troubleshooting may be stalled since you did not wish to work with Home Tech Support. The Hughesnet people investigated your issue extensively and found no speed problems on their end or on your end, so they need you to do more work on your end to determine what may be causing the problems you see -- may be latency, perhaps, or something else. Ball's in your court now, and until you do what you asked you to do, they will likely not continue to investigate the issue, but you could always send a private message to Damian and ask for an update.
kf4ipc wrote:
$400 for the first 90 days. After that, it drops by $15 a month ($385, $370, etc.)
I shouldn't have to pay anything since my Internet hasn't been unable since it was installed.
I'm having to use the hot spot in town just to be able to send this and check my e-mail.
why should I have to pay almost $200 to HTS when I was told it would be free and everytime I call tech support I always get told something different.
Think it would also help to stick to only one topic thread as it tends to get confusing when a mod or admin has to look in two places, especially if there's a lot of people to respond to.
Maybe the mods could consolidate the threads? It does make the whole process more organised.
Thank you for bringing this to my attention. If you are willing to try HTS again, please call 866-347-3292 and provide them with the updated case number I just messaged you, as I have now updated the case notes to ensure the call will be free of charge next time. I do apologize for any inconvenience this may have caused. Also, I see you had mentioned termination earlier. If this is the step you would like to take instead, I can assist you with the process. Please private message me if this is your decision.
-Damian
I guess my previous topic "Buffering Slow Internet and E-mail times out" has been locked or something since I can't post to it. I haven't had usable Internet for over 3 weeks and today I have Internet and so far it is fast like it is supposed to be, What happened? Nothing has changed on my end. I have been pulling my hair out since December with slow Internet, pages not loading and not being able to get my e-mail and having to go find wireless in town to get my e-mail and every test I did said the download speed was always above 20 Mbps but it acted like dial up. I guess i'll see how long this lasts before it goes out again.
This thread was initially closed since there was no response to the private message I had sent you. I have now merged your current post and re-opened your last thread to keep things consolidated. I am glad to hear your service appears to be faster now. Nothing has changed on our side either, as your modems speeds have remained in the same range, acording to our diagnostics, since May. Please let me know if you ever experience a slow down again and I will continue the troubleshooting process.
-Damian
