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Charged for data I am not using

drfranks
New Poster

Charged for data I am not using

Since I got Hughesnet, my service has not been good.  I was given a discount for several months.  The person I spoke to online was hard to understand through the phone connection but sounded like it was a hardware issue that would be fixed in a few months.  This month my bill went up so supposed to be fixed?  Still less than 1Mb upload tonight.  The more recent problem is last month my data got used up in a few days.  I don't think I was even on the computer.  We don't stream anything.  My plan renewed a few days ago.  I have the wireless disabled on the HN router and it feeds into my router.  I reset my statistics so I see each IP and the byte count starts at zero.  I just refreshed the byte count and I used 1.26 GB since the reset.  HN is said I used 6.6 GB.  So is HN having retransmission issues and charging me?  My modem has the stats for every IP in the house, wired or wireless.  I have suspected a hardware problem with the equipment I received but when someone came out to check it they thought it was fine.  The installer said I had the best signal he had seen in 3 months.  So why do I have so many slowness problems and this mysterious missing data?  

20 REPLIES 20
maratsade
Distinguished Professor IV

Re: Charged for data I am not using

You should open a free account with Testmy.net and run several tests at different times of the day to see what speed you actually have.

 

Your perception of slowness may be due to the latency that is inherent to satellite Internet.  Read about it here: https://www.howtogeek.com/138771/htg-explains-how-latency-can-make-even-fast-internet-connections-fe...

 

You are being charged for data because data is being used by something on your network, even if you personally are not using it.  Devices attached to your network and even the router itself can use data when you're not there. See this:  https://community.hughesnet.com/t5/Tech-Support/HughesNet-Data-Management-Tips-n-Tricks-How-To-Elimi...

 

You will need to test your network to see where the data is going.  See this:  https://community.hughesnet.com/t5/Tech-Support/Where-s-my-bytes-Testing-for-data-leaks/td-p/77194

 

Please note these tests are required before anyone can look into your issues.

 

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

BirdDog
Assistant Professor

Re: Charged for data I am not using


@drfranks wrote:

I reset my statistics so I see each IP and the byte count starts at zero.  I just refreshed the byte count and I used 1.26 GB since the reset.


What are you using to monitor the data count?

drfranks
New Poster

Re: Charged for data I am not using

The only active output from the HN router is the hardwired ethernet going into a AC1750 Wireless Dual Band Gigabit Router.  All wireless and wired pass through it.  On my router statistics page, I have the MAC/IP of all 17 devices.  I reset the page which zeroes statistics.  I look at my hughesnet usage from hughesnet and write it down.  I leave the router stats and hughesnet pages up.  A day or two later, I update hughesnet and get the latest usage.  I click on the refresh button to get the latest router stats.  It is listed in bytes.  I drop them into a spreadsheet and get a total.  I am suspicious that HN said there was a hardware problem that the needed to fix on their end and it would eventually be fixed (3 or 4 months of discounts).  What was fixed?  I have talked to other people who get much better service than I do.  I am pretty sure this is a hardware issue.  Can the trasmitter/receiver on the dish have problems causing data to be lost and restransmitted?  

Brooke
Alum

Re: Charged for data I am not using

You will need to test your network to see where the data is going.  See this:  https://community.hughesnet.com/t5/Tech-Support/Where-s-my-bytes-Testing-for-data-leaks/td-p/77194

Hi drfranks, welcome to the community and thanks for posting! I would follow maratsade's suggestion of performing a data depletion test from the link above. What this will tell you is if the modem is using data when no devices are connected, and if that's the case, we'll need to set you up with a new modem. 

I am suspicious that HN said there was a hardware problem that the needed to fix on their end and it would eventually be fixed (3 or 4 months of discounts).  What was fixed? 

Your beam was being worked on by our engineers while they were working on system and hardware upgrades/updates and other adjustments to fine tune for better performance. 

I am pretty sure this is a hardware issue.  Can the trasmitter/receiver on the dish have problems causing data to be lost and restransmitted? 

It can. If there's issues with the radio on your dish it can cause packet loss, however when I reviewed your equipment, your radio was in good shape. 

 

To address your speed issues, I went ahead and made some adjustments to your modem. Improvements should show within a few hours, let me know if the issue still persists. 

-Brooke

drfranks
New Poster

Re: Charged for data I am not using

The download speed seems fine.  The upload speed is poor.  I can try the leak test but it seems like it was not created to figure out the problem I seem to be having.  It sounds like it is to detect if you have wireless devices on the network using data.  I disabled wireless on the HN modem.  It seems like when I use data, it registers way more than I use.  When I use little data, the numbers match up.  It is not consistent except for both months I have used up half my bandwidth in the first couple days.  To get lots of packets dropped you would need to be receiving packets.  I'll give it a try.

hn download speed.JPG

GabeU
Distinguished Professor IV

Re: Charged for data I am not using


@drfranks wrote:

I can try the leak test but it seems like it was not created to figure out the problem I seem to be having.  It sounds like it is to detect if you have wireless devices on the network using data.  


The leak test is actually designed to show if any data is "draining", as in disappearing and being counted, but not being used by any of your devices.  Unfortunately, the instructions linked to have not been updated since Gen5 was released, and it leaves out a crucial step.  That step is disabling the WiFi in the HughesNet modem, as having the WiFi on while the test is being performed defeats the purpose of the test.   The screenshots need to be taken with a LAN cable connected device.    

 

The following is the up to date Modem Isolation Test instructions...

 

 

Please perform the following test outlined in the graphic below. This is known as a modem isolation test, and it will help to determine whether the issue is with Hughesnet or your local network..

photo P2hSeDN.jpg

1: Disabled the WiFi in the HT2000W modem.
2: Take a screen capture of the HughesNet Usage Meter, along with the clock on your computer screen.
3: Disconnect the LAN cable from the modem, noting the date and time of disconnect.
4: Leave the LAN cable disconnected from the modem for several hours, HughesNet recommends doing this overnight, or during the day while at work. DO NOT unplug the modem from the power. The modem must remain powered.
5: Reconnect the LAN cable to the modem, noting the date and time of reconnect.
6: Take a screen capture of the HughesNet Usage Meter, along with the clock displayed on your computer.
7: Post your screens hots to the community.

Please DO NOT unplug the modem power after running the test. The reps need to be able to reconcile the test results with the modem logs, and disconnecting the power from the modem erases those logs.

Please be aware, if you downloaded any large files just prior to this test, or if the disconnect was for an extensive time period, some usage may appear to have occurred, but it should be rather negligible.

If you don't know 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 unchaining "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).


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drfranks
New Poster

Re: Charged for data I am not using

20181003_hnusage.JPG20181004_hnusage.JPG

 

There was a 42 MB loss which seems neglible.  I believe the big loss occured was when my PC was possibly doing an update.  I had wireless disabled and ran everything through my modem which gave me a byte count for every attached device.

Brooke
Alum

Re: Charged for data I am not using

How are your upload speeds? I just ran a speed test on our end and your upload speeds are within normal ranges for me, but I wanted to check back with you and see what yours are at.

 

Also, I've applied some free data tokens to your account to provide you with more wiggle room this cycle as a courtesy for running speed tests for me. 

 

-Brooke

drfranks
New Poster

Re: Charged for data I am not using

This was my last test which was after you tweaked things.  What does HN consider normal range?  

upload speed.JPG