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Can not log onto Outlook.com for my emails since upgrade to Gen 5

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TANatPATS
Freshman

Can not log onto Outlook.com for my emails since upgrade to Gen 5

I can not log on to outlook.com or any microsoft website.  I desperatly need to access my email to get much needed documents.  Tech was out today & said speed was way too slow & that was probably the problem.  I have been a Hughesnet customer for over 8 years & was told I had to upgrade to Gen 5.  I NEVER had this problem with my old system.  Why am I paying more a month for a slower speed & can't even get my email??? PLEASE HELP!!!  Tech that came out today said Liz or Amanda were GREAT & would get me going again.  

23 REPLIES 23
TANatPATS
Freshman

OK just now able to log in to Outlook.com & get my emails, BUT it is almost midnight!  Is it that Hughesnet has oversold it's Gen 5 & too many people are on it?  How did my speed suddenly increase late at night?

Liz
Moderator
Moderator

Hi TANatPATS, welcome to the community and thanks for posting! I was able to locate your account and I see you moved your services. Unfortunately with cases such as moving, or upgrading your plan, the Gen 5 is the only option, due to the fact we no longer keep Gen 4 and older equipment. 

 

I reviewed your account and on our end I'm seeing great performance overall, so I did some digging around and saw a correlation with customers having trouble with Outlook through a VPN, which can slow your speeds down. If you're not using a VPN, another cause can be congestion during peak hours. The best way of pinpointing the issue is getting speed test results on your end. 

 

Please create a testmy.net account and run 3-5 tests during different parts of the day. Post your test results link here in your thread. Please keep in mind that HughesNet will only accept testmy.net and the official HughesNet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.

 

Most important points to remember during this test:

-do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)

-use the 25MB size download test file

-If testing upload instead of download, you must use a 4MB size upload test file

-space each test 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://hninfo.us/speedtest

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Hi Liz, Thank you I will follow your instructions.  I am not running through or using  a VPN

Hi Liz, Here are several 25mb downloads and 4mb upload results from testmy.net and you can view my test history at the official HughesNet speed test results and

https://testmy.net/quickstats/TANatPATS

 

 https://testmy.net/db/0xDJyp7E4

https://testmy.net/db/ptW4VZhs6

**bleep**

https://testmy.net/db/zhxcQBirI

https://testmy.net/db/rSBk_bFvM

https://testmy.net/db/HvYbCVgmR

Hi Liz, I have tried to run more speed tests yesterday & again at 4am this morning only to have them "hang-up" or stop at  67% or 83% and will not complete.  Why are my speeds SOOOOO slow?  Slower than the old system I just upgraded from, web pages do not fully load sometimes, I NEVER had this problem with my old Hughesnet.

https://testmy.net/db/9Dun5m7f4

 

 https://testmy.net/db/~bPw4R3cS

Tried to run upload test again 15min. later & it "hung up" at 24% & would go no further had to stop

maratsade
Distinguished Professor IV

You've been having excellent speeds outside of this morning.  Is there a weather issue where you live or at your gateway? 

No weather problems, clear, sunny & blue skys. Just tried to run another test,  Testmy.net "hung up" at 37% and wouldn't go any further.  

So did a HN speed test 

DOWNLOAD SPEED: 0.68 Mbps

UPLOAD SPEED: 1.91 Mbps

Below is my HN speed test history copied & pasted

 

09/09/2018 12:48 PM
 
699
 
1959
 
Yes
 
09/09/2018 04:05 AM
26267
1953
Yes
09/08/2018 03:33 AM
698
2330
Yes
09/07/2018 06:32 PM
696
1655
Yes
09/07/2018 06:30 PM
664
1389
Yes
09/07/2018 02:57 PM
29567
2690
Yes
09/07/2018 02:55 PM
29261
2458
Yes
09/07/2018 10:51 AM
28051
2249
Yes
maratsade
Distinguished Professor IV

May be congestion -- you've had great speeds until today, so it could be congestion.  I'm sure someone will have an answer for you. Edit: where is your gateway, and what's the weather situation there?

 

*I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.

GabeU
Distinguished Professor IV

@TANatPATS

 

A couple of things.  First, make sure that you are not now out of data.  A significant speed drop like that could be due to severe congestion, or it may even be weather related (at your gateway, which is in a different state than yours), but it could also be due to having run out of data.  Just check to make sure that's not the case.  

 

The second thing is, you should disable your WiFi while running the speed tests.  This will ensure that no WiFi connected devices are sapping any bandwidth while you're running the tests.  If you do not know how to disable the WiFi, please see the following (copy/paste from another thread)....

 

If you are unaware of how to disable the WiFi in the HT2000W, please see "How do I manage my built in WiFi modem?" in this PDF.  Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).  

Hi Gabe U, Thank you for the PDF, did not have that info.  I'm not out of data as I have hardly used any since many web pages don't properly load and  speed tests just hang up and don't complete.

As far as congestion, I NEVER had a problem with my "old" slow Hughesnet.  Since Gen 5 upgrade they made me up grade too I have had nothing but problems logging on, checking emails, forget watching a 1 min. youtube video ect ect.  Why am I paying more for less speed.  ALL wi fi devices turned off while trying to do speed tests.  How do I find where my "gateway" is located???? Thanks Gabe U!

maratsade
Distinguished Professor IV

Good morning TANatPATS,

 

Thank you for the speed tests and for working with our community regarding your concerns. I ran diagnostics on your site and they indicate that we should try power cycling the modem. Please unplug the HughesNet modem's power cable from its brick or from the wall outlet, wait 30 seconds, then plug back in. Please let me know once you've power cycled the modem so I can run new diagnostics.

 

  Your cooperation, patience, and understanding are much appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Hi Liz, I unplugged modem for 1 min.  You can run new diagnostics.

Thanks,

Pat

Thanks Pat!

 

The diagnostics are coming back the same, so I'm shipping you a new modem. In case you need the replacement guide when the new modem arrives, here you go!: https://hninfo.us/replace

 

Let me know once the modem is up and running so I can run new diagnostics and let me know how it's working out for you in general.

 

 

 

 

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Thanks Liz, I will reao I can run new diagnosticsd up on the replacement guide while waiting on the new modem to get here.  Will let you know when it it up & running so you can run new diagnostics.

 

Thanks,

Pat

I appreciate it, Pat. Looking forward to hearing back.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Good Morning Liz, I now have the new modem up and running and ready for you to run new diagnostics.  One thing I noticed this weekend as I was to bury the new line from the satillite dish to the house it that the Tech that installed the Hughes net used the "old" Wild Blu line from the poll to the house, that line is 8 or more years old from previous owner of this home.  WHY would a Hughesnet Tech use a very old line and old connectors from a competitor? I can take a pic if you want.  Also that line was never buried & is too short to bury even 3 inches deep.  PLEASE have a Tech come out & install a new line as I already have a ditch dug to burry it.  Thank you

Can't get on many websites, Directv or Tractorsupply.com for a few.  Ran a speed test WOW how slow!

 https://testmy.net/db/gErepYd3~

Tried to run a 2nd speed test & it just stopped at 28% at 6:52pm & would not go any further 😞

 

Hi Pat,

 

Liz is out this week but I can certainly run diagnostics on your system and see what is going on.

 

Thanks

Amanda