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Connection dropouts? Problem on the HughesNet side?

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Matthew Maples
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
Chris11
Alum

Hi Mathew,

If you can run the tests when you experience this that would be great. 

- Chris
Matthew Maples
New Member

Do seem to be a little higher than usual today, and a lot higher than they were back in August.

Chris11
Alum

Hi Mathew,

Those results are actually above average. We'll definitely need some throughout the day. So that we can see how the performance changes. 

Thanks,
Chris
Matthew Maples
New Member

I'll run them, but is the root cause of this that my beam and/or the satellite is at or over capacity? Just ran some more, response time varies between 500-2100ms.

Matthew Maples
New Member

Still getting between 800-2100ms web response times, even got one over 5000ms earlier today.
Matthew Maples
New Member

I ran some more this morning since it's supposed to be off peak and the satellite under the least amount of load. It's the spikes of 1000ms or more that are getting me, and especially the higher values. It hasn't done this since the last time the engineers improved the beam I'm on.

Chris11
Alum

Hi Mathew,

On average a web response time of 12 seconds or less is acceptable for satellite internet. So your results are normal.

- Chris
Chris11
Alum

 "For my job I have to connect to their VPN to synchronize, which is difficult when these issues are present. Aside from that, instant messengers and chats which require a constant connection can be disconnected, as well as games. Download and upload speeds are fairly unaffected."

Also, can you explain what games you are playing and what chat/messenger you use?

Thanks,
Chris
Matthew Maples
New Member

"On average a web response time of 12 seconds or less is acceptable for satellite internet. So your results are normal."

But this did not start occurring until last month. Why did my pings suddenly double, triple, or quadruple?

"Also, can you explain what games you are playing and what chat/messenger you use?"

For online play I typically stick to Guild Wars 2 (server located in DFW Texas),  and messengers I use AIM and Yahoo.
Chris11
Alum

Hi Mathew,

Thanks for your patience on this. I have sent your info to another engineer to see if he can provide some insight. I'm hoping to hear back from him soon. I'll post back once I do.

Thank you,
Chris
Chris11
Alum

Hi Mathew,

Our engineer let me know that a change was made to your site. Please test out your connection and let us know if it has improved.

Thank you,
Chris
Matthew Maples
New Member

No change. Still 1500ms pings in game (vs 700ms before November) with higher spikes. Web response is still elevated to over 2000ms at times. My wireless card's ping tool shows the wide variability in times.

Matthew Maples
New Member

Here is a log from the same utility run after my last post. For this test the Time Out threshold was set to 10000ms and count upped to 100. As you can see, I am still getting packet loss, and that's the main cause of problems. It defaults to using the Google DNS server since it is a known stable, fast target.

Ping statistics for 8.8.8.8:
    Packets: Sent = 100, Received = 96, Lost = 4 (4% loss),
Approximate round trip times in milli-seconds:
    Minimum = 565ms, Maximum = 1564ms, Average = 696ms

And here is another ran just after that one, with the count dropped to 50 (timeout period was kept at 10000ms):

Pinging 8.8.8.8 (with 32 bytes of data):
Reply from 8.8.8.8: bytes=32 time=695ms TTL=55
Reply from 8.8.8.8: bytes=32 time=905ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=930ms TTL=55
Reply from 8.8.8.8: bytes=32 time=729ms TTL=55
Reply from 8.8.8.8: bytes=32 time=649ms TTL=55
Reply from 8.8.8.8: bytes=32 time=703ms TTL=55
Reply from 8.8.8.8: bytes=32 time=599ms TTL=55
Reply from 8.8.8.8: bytes=32 time=602ms TTL=55
Reply from 8.8.8.8: bytes=32 time=628ms TTL=55
Reply from 8.8.8.8: bytes=32 time=627ms TTL=55
Reply from 8.8.8.8: bytes=32 time=576ms TTL=55
Reply from 8.8.8.8: bytes=32 time=619ms TTL=55
Reply from 8.8.8.8: bytes=32 time=604ms TTL=55
Reply from 8.8.8.8: bytes=32 time=585ms TTL=55
Reply from 8.8.8.8: bytes=32 time=647ms TTL=55
Reply from 8.8.8.8: bytes=32 time=666ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=587ms TTL=55
Reply from 8.8.8.8: bytes=32 time=608ms TTL=55
Reply from 8.8.8.8: bytes=32 time=633ms TTL=55
Reply from 8.8.8.8: bytes=32 time=719ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=602ms TTL=55
Reply from 8.8.8.8: bytes=32 time=893ms TTL=55
Reply from 8.8.8.8: bytes=32 time=910ms TTL=55
Reply from 8.8.8.8: bytes=32 time=627ms TTL=55
Reply from 8.8.8.8: bytes=32 time=579ms TTL=55
Reply from 8.8.8.8: bytes=32 time=612ms TTL=55
Reply from 8.8.8.8: bytes=32 time=621ms TTL=55
Reply from 8.8.8.8: bytes=32 time=863ms TTL=55
Reply from 8.8.8.8: bytes=32 time=867ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=857ms TTL=55
Reply from 8.8.8.8: bytes=32 time=691ms TTL=55
Reply from 8.8.8.8: bytes=32 time=766ms TTL=55
Reply from 8.8.8.8: bytes=32 time=607ms TTL=55
Reply from 8.8.8.8: bytes=32 time=806ms TTL=55
Reply from 8.8.8.8: bytes=32 time=692ms TTL=55
Reply from 8.8.8.8: bytes=32 time=817ms TTL=55
Request timed out.
Reply from 8.8.8.8: bytes=32 time=614ms TTL=55
Reply from 8.8.8.8: bytes=32 time=670ms TTL=55
Reply from 8.8.8.8: bytes=32 time=600ms TTL=55
Reply from 8.8.8.8: bytes=32 time=585ms TTL=55
Reply from 8.8.8.8: bytes=32 time=615ms TTL=55
Reply from 8.8.8.8: bytes=32 time=641ms TTL=55
Reply from 8.8.8.8: bytes=32 time=617ms TTL=55
Reply from 8.8.8.8: bytes=32 time=588ms TTL=55
Reply from 8.8.8.8: bytes=32 time=696ms TTL=55
Ping statistics for 8.8.8.8:
    Packets: Sent = 50, Received = 45, Lost = 5 (10% loss),
Approximate round trip times in milli-seconds:
    Minimum = 576ms, Maximum = 930ms, Average = 614ms
Matthew Maples
New Member

Spent the last couple of hours running this test.

Chris11
Alum

Hi Mathew, 

How about the tests through the SCC from which you ran before? Any difference?

- Chris
Matthew Maples
New Member

Sadly no.



Chris11
Alum

Hi Mathew,

Our engineers are still working through this. I will have an update soon.

- Chris
Matthew Maples
New Member

Hope to have a solution soon.


Matthew Maples
New Member

After working fine for the past 2 days (pings around 650ms, no packet loss), packet loss is back

Matthew Maples
New Member

This is about what it should be, but the problem is I don't get this very often, only a very small percentage of the time, and it's mixed in with ones like what I've been getting for TWO MONTHS.


Matthew Maples
New Member

And then there are times I get great pings, but the packet loss causes problems.