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DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

New Member

DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

Had HughesNet hooked up11/26/12. The dish was placed on our new roof. We had the smallest pkg 10gb, 1 desk top,3 -4 smart phones. Internet worked great for first year, never even would use up all 10gb. Then as soon as the first yr went by our data started disappearing and problems with connecting and staying connected. Even when we had data still available we had slow connection speed and disconnecting problems off and on. When we would run out of data I would have problems getting my email to load and if could get connected to the internet on a site we couldn't go to another page or link. (beyond throttled). I also had drop box, and even though I would put things in drop box they wouldn't load. I would get up in morning and check downloads and they would say download interrupted, I would have to resume, restart, or just give up. We weren't doing anything different than before. Our phones were all set so no auto updating could happen and the background app refresh shut off. The computer was set to do any updating in middle of night. I called several times and explained we weren't doing anything different. We DO NOT do gaming, streaming movies, Pandora, and our tv isn't even hooked to internet. I have continuously had to up my data plan to the largest they have 50gb daytime, 50gb bonus between 2am-8am. Yes comes with a HUGE price tag. I kept getting told maybe it was my wifi router, I believe I'm on my 6th different router, now repeating brands because I was told a different recommendation of brand every time. I was also told maybe someone is stealing my data. Well not only is my wifi password protected, I live out in the boonies. My closest groc. store is 27 miles away. Then I was told it had to be my computer so they finally talked me into signing up with their partner Home Tech support for a year, however they said there is nothing wrong with the computer and they couldn't find any reason for data depletion. I've been on the phone with them prob. hundreds of times at this point, the average call is 20min. and I've literally been on the phone with them for over 2 hrs at a time several times doing every kind of testing they can do. The only problem that was ever admitted was that I had occasional slow speed. Last July 2015 a tech had told me the problem had to be the dish connecting with the satellite(no trees or anything blocking it). He explained it to me like this- the dish is having a hard time connecting to satellite so its using more data, like if a car was going down a smooth road you would have normal gas mileage, and if you go down rough terrain you're going to use more gas. Made sense to me, now I thought well if whatever is causing the rough terrain between the dish and satellite can be fixed that would end the problem, they finally sent a guy out and was supposed to replace the radio receiver on the dish. The guy said the original installers never bolted the dish down tight on the roof, so he tightened it down and realigned it. I was trying to think positive and hoped that it was fixed even though I would have felt better if the transmitter would have been replaced. Unfortunately it didn't change a darn thing. In Dec. I broke down and bought a new computer just incase Home Tech support was missing a problem with the other one. I write down the data remaining every time I go on the computer. I started taking online classes last summer, I am so afraid of using data that I try and stay up and do them during the middle of the night which is kind of defeating the purpose of the healing classes when I should be sleeping. I recently did a little data test with a 60mb audio download from my class, It used up 2gb to download. This month, only 10 days into new data refresh, I hadn't used my computer for a couple of days so I checked my data remaining and it had dropped 31.7gb. My kids have moved out and only come to visit and my husband has been working out of town and only home on weekends. Since I was the only one home, where did the data go? All of my data ended up disappearing. A few days ago I had a token applied and later I had checked my email and since I had data I was going to listen to a short audio that was linked from my email for a class, well even though I had data it wouldn't load, I shut everything down two times and it still wouldn't load. I called HughesNet and told him what was going on and while I had him on the phone it still wouldn't load. He finally said he would send out a tech. The tech came today, he did say the cable was a little loose on the radio receiver but everything tested fine so his boss said he couldn't replace receiver , although I would have been happier if he would have since he was here. So do you think after over 2 yrs with a connection problem that a loose cable will be the cause of hundreds of dollars spent needlessly, not including the frustration and stress and hours and hours on the phone and doing all of the testing. Did the tech that came in July miss the loose connection? I'm always told I have patience of a saint, but I can guarantee you the patience have ran out. I really pray it is fixed, but am so disgusted with what it has cost me. If It's not fixed this time I will be changing providers, I did hear that there is another option now available. If the loose connection is the cause I think HughesNet should give me over 2 yrs of free internet service.
189 REPLIES 189
New Member

Re: DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

2 years free internet service? Good luck with that! (LOL) Not that I don't agree with you, but I'm sure we both know that's never going to happen! Personally, I'm not having any data missing. But do have the slow speed problem and having it also for a couple years now. Speed varies on mine almost every second it seems, least every 30 seconds anyway! After reading your story I'm now wondering how well my satellite antenna is attached to my roof? Guess I'll have to check myself now! Anyway, I sure hope your problem has been fixed now? Hughesnet suppose to be still working on my problem, in the meantime Hughesnet offer me a discount of $30,00 a month for 6 months. Rather have the higher speeds then the money, but least it's something! So maybe Hughesnet will least offer you something for your problems, we can hope anyway! I also have the 50gigs and bonus 50gigs, but still gets used pretty fast! But I think some of that due to the slow speeds and having to stop streaming and back up the video and start it again to keep it playing longer before the buffering starts again. Which is irritating but my only choice now to watch any streaming I do. From time to time if I'm lucky I may get thru a Netflix movie without buffering, but not often! Hope your luck turns around for you now! Just too many people out there having these same issues, seems sooner or later this is going to cause Hughesnet a lot of money loosing customers if they don't get this fixed for everyone! You'd think they'd be working harder to resolve these issues!
New Member

Re: DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

I'm glad you are at least getting a discount. I feel like I'm pulling teeth just to get a token added. And they make me repeat the darn story every time I call, I don't think they take the time to write it all down though, and I forgot to mention that we even tried a new modem. LOL!
New Member

Re: DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

And just a prewarning, if you decide to check it yourself don't tell them. I offered hughesnet to send my husband up on the roof a long time ago to check it to see if there was anything he could do, and they said we weren't allowed to touch it, and if we did we would be responsible for any repairs if it was broke. I bet my husband could of handled tightening a loose cable a couple of years ago. Hope its going to be fixed now. I wont know until my data refreshes and that's not for a few days yet. My token will probably gone just from doing this post. LOL!
New Member

Re: DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

Yes, I know all about them not wanting anyone to touch their equipment. But it won't be the first time I've had to do something myself. If they don't want their customers touching stuff then they need to get on the ball and get someone out to look at their equipment a whole lot faster then they do! Just my opinion for what it's worth! I know about all the tests too, they've had me run those speed tests on testmy.com website I think at least 50 times in a month period of time. Even after they admitted my speeds were too slow and I talked to a specialist they had call me that also determined my speeds were too slow. I'm still having to run the same tests over and over everytime I call them. Last time I flat refused to run any more tests, unless they've done something to my system to see if it helped, then I don't mind trying another test. Thing is, I've ran enough of their tests now that I can check it myself before I ever bother calling them in the first place, so I know what my speeds are doing when I call them. they have to tke your word for what the testmy.com speeds are when you run them over the phone. So why not just take my word I already ran the test and here is my speed? Anyway, enough ranting I guess. But it does get frustrating, as you well know! Feel free to keep in touch if you like and let me know how it goes with your luck and Hughesnet. By the way, have you tried changing your settings on your router? I've learned there is settings you have to go to the routers website and sign in to your router to set your settings. That also can help your speeds too, especially if your streaming videos. If I can help I'd be glad to. I have a Netgear router, so if you have one also I know those pretty well now. If you've not done that yet, it might help at least a little for you, won't hurt to give it a try! I just recommend always writing down all original setting before changing anything, so if you have a problem you can always go back to stock settings!
New Member

Re: DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

Out of curiosity, did you buy your own modem or get another one from Hughesnet? I've been considering buying my own modem and give Hughesnet their modem back. But you have to get a list of modems from Hughesnet that will work with their system. Since I'm renting the Hughesnet modem, buying my own should drop my monthly bill at least a few bucks and hopefully end up with a better modem in the long run!
Associate Professor

Re: DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

The ONLY modems that will work with Hughesnet are HN7000, HN9000, HT1000, aand HT1100, and those modems will work only on very specific satellites and out-door radios.  You can't just go out and buy a modem like you can with cable internet, it's not possible, as the modem is responsible for powering outdoor equipment and changing a high frequency signal to something understandable that a cable modem could never understand.
Associate Professor

Re: DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

If you are experiencing data loss, please perform the following steps exactly as outlined and post back with your results.


Also, a list of what devices you connect to your network, as well as operating system version will help us.
Freshman

Re: DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

They may be referring to a wireless router.
Freshman

Re: DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

Install a data management program like Glasswire or Networx to monitor your router to see when and how much data is used, and maybe identify which program on your system is using it.. Use the HNS dashboard Tools Usage Detail and SpeedTest and report up/down results.