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Connection dropouts? Problem on the HughesNet side?

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New Member

Connection dropouts? Problem on the HughesNet side?

The past couple of days I have been having momentary connection drops, only for a few seconds so the modem logs don't register it, but my router logs do, such as the most recent:

[Internet disconnected] Friday, Oct 16,2015 18:55:28

Only thing which has changed since this started is that I dropped HughesNet Voice service.
89 REPLIES 89
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New Member

Re: Connection dropouts? Problem on the HughesNet side?

I will also say my latency is also much higher at random times,  going from about 700ms to up to 2100ms.
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New Member

Re: Connection dropouts? Problem on the HughesNet side?

It happens mostly from about dawn till 11AM, then from about 6 to 8PM.
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Alum

Re: Connection dropouts? Problem on the HughesNet side?

Hi Mathew,

Does this happen when directly connected to the HughesNet modem?

- Chris
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New Member

Re: Connection dropouts? Problem on the HughesNet side?

It does, but as far as I can tell it doesn't happen at all from about 11AM to about 6PM.
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New Member

Re: Connection dropouts? Problem on the HughesNet side?

Alright, it's happening during the day now, and it's definitely a HughesNet system problem. Lost connection for about 2 minutes. Modem log says error code 13.1.1 (LAN cable is not attached), but the cable is the same one which was used when I had HughesNet Voice, just now attached to my router instead of the ATA. Below are two tests I ran during that time, the top one is the HughesNet connectivity test, while the bottom is my wireless card's network ping utility.

Terminal - Gateway Connectivity Test
Wed Oct 21 20:11:33 2015
Packet Loss: 100.00%
Average Delay: 0.00 ms
Minimum Delay: 0.00 ms
Maximum Delay: 0.00 ms
IP Gateway: BIL38HNSIGW64B002Adv


Pinging 8.8.8.8 (with 32 bytes of data):
Destination host unreachable.
Destination host unreachable.
Destination host unreachable.
Destination host unreachable.
Destination host unreachable.
Request timed out.
Request timed out.
Destination host unreachable.
Request timed out.
Request timed out.
Ping statistics for 8.8.8.8:
    Packets: Sent = 10, Received = 6, Lost = 4 (40% loss),
Approximate round trip times in milli-seconds:
    Minimum = 0ms, Maximum = 1ms, Average = 0ms
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New Member

Re: Connection dropouts? Problem on the HughesNet side?

My modem log is showing many 13.1.1 errors. I must repeat the LAN cable between the modem and router has not been changed, only switched from the ATA to the router directly. Please respond with any information you may have. It's impossible to play any online games, and even instant messengers disconnect.
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Alum

Re: Connection dropouts? Problem on the HughesNet side?

Hi Mathew,

Sorry for the delay. 13.1.1 state codes point to a problem with the either the Ethernet cord itself connected to the HughesNet Modem or the device your Ethernet cord is plugged into on the other end. If you have dropped our VoIP service then the ATA box should be taken out of the loop of your network connection. If you have already done this then maybe I'm confused on the explanation you provided. Normally if you replace your Ethernet cord and you still experience this, there may be an issue with the computer you are using. Last resort would be replacing your modem. We hope to hear back from you soon.

Thank you,
Chris
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New Member

Re: Connection dropouts? Problem on the HughesNet side?

The LAN cord is the same one which I unplugged from the ATA (I removed the ATA when I canceled HughesNet Voice) and is going to the router's WAN port. My DirecTV receiver, which is connected to the router's 2.4ghz 802.11n band of my router (my computer is 5ghz 802.11ac) also has disconnection issues, so it's not my computer. I have switched to a new LAN cable, and cleared my state code monitor, and will see if that solves the 13.1.1 issue. The latency issue is still present, pings average around 1900ms vs 700ms before I canceled HughesNet Voice.

Pinging 8.8.8.8 (with 32 bytes of data):
Reply from 8.8.8.8: bytes=32 time=943ms TTL=53
Reply from 8.8.8.8: bytes=32 time=1299ms TTL=53
Reply from 8.8.8.8: bytes=32 time=1037ms TTL=53
Reply from 8.8.8.8: bytes=32 time=784ms TTL=53
Reply from 8.8.8.8: bytes=32 time=1084ms TTL=53
Reply from 8.8.8.8: bytes=32 time=1594ms TTL=53
Reply from 8.8.8.8: bytes=32 time=617ms TTL=53
Reply from 8.8.8.8: bytes=32 time=580ms TTL=53
Reply from 8.8.8.8: bytes=32 time=577ms TTL=53
Reply from 8.8.8.8: bytes=32 time=589ms TTL=53
Ping statistics for 8.8.8.8:
    Packets: Sent = 10, Received = 10, Lost = 0 (0% loss),
Approximate round trip times in milli-seconds:
    Minimum = 577ms, Maximum = 1594ms, Average = 910ms


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New Member

Re: Connection dropouts? Problem on the HughesNet side?

Haven't gotten any 13.1.1 errors yet, but my latency is still over twice normal.