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

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
Freshman

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

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?

Moderator
Moderator

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

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

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Freshman

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

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

Freshman

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

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

Freshman

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

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.

Freshman

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

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

Professor

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

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

Freshman

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

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
Professor

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

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.