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DISAPPEARING DATA for over 2 yrs! HUGE PROBLEM!

Freshman

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

That is only the Bing search program saying it was not connecting. Just close it. It should resolve itself if other browsers/programs are connecting.
New Member

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

Hello everyone, just a quick update, I had downloaded glasswire and shut off everything for windows 10 updates. Thank you for the info. I was having problems all morning trying to get caught up on my classes, I had lost connection two times, and when I tried to download my class materials, I had 5 download interrupts between the two classes (different sites). Now I'm really worried that the loose radio cable wasn't causing the problems. I checked the state codes, and I moused over them and todays said "a management problem has occurred". I don't know what that means but that one has been there several times, not just today.
Associate Professor
Moderator
Moderator

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

Hi erinnystrom,

I just ran remote diagnostics on your site just to be sure there wasn't anything out of the ordinary, and your site diagnostics are all clear. If you're losing connectivity, please note the time and dates of these occurrences, as well as the state code you see at the time. This will better help us investigate.

"Now I'm really worried that the loose radio cable wasn't causing the problems." Are you saying your coaxial cable, the one connecting the modem to the dish, is connected loosely to your modem? If so, please make sure it's secured.

Thanks,
Liz

Thanks,
Liz

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New Member

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

Hi Liz, I see the post I thought I posted here last night  is not here. The repair man that came to my home on 1/22/16 said there was a loose cable connection on the radio receiver on the dish and he tightened it. He said there is nothing wrong with anything on my end of the system and it has to be on hughes end. I was hoping that the loose cable would have been the cause because then the problem would have been fixed. But I continue to have problems with staying connected and when I try to download my class materials, my downloads keep getting interrupted, I'm guessing that is being caused from being disconnected also. So far I haven't had any data loss since my renewal on the 26th. It happens randomly so I have no clue when Its going to disappear. I will try to find time tomorrow to fill you in on more details.
New Member

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

Hello, I'm going to give another update. I have tried to resolve some problems by calling hughes, yet again, nothing resolved. Last night I was walking past my computer and noticed the lights on my hughes modem going crazy. At this point I have learned that when that is going on then data is being used. The funny thing is, I was the only one home, I had wifi shut off on my phone, and I wasn't on the computer, and I do not leave anything on, so nothing should be using any data. I have everything set on my computer and phone so it can't update anything or do app refresh or run in background. I have known to have all of this done for over 2 yrs since we started having the problems.(I will get back to this in a bit). The First year worked great, and wouldn't even go through our 10gb package. After the first year things suddenly changed. I have worked my way up to the biggest pkg. available- 50daytime/50bonus since the data started disappearing, also would have problems connecting, or staying connected, slow speeds, download interrupts. I was told it had to be a wifi router problem and always recommended to replace the router, I believe I am on my 6th wifi router now. Currently have Netgear again, also have had linkseys and a couple of belkins. My wifi has always been password protected and I live out in the boonies so it is not possible for someone to steal my data. I was told it had to then be my computer, I was then talked into signing a year contract with home tech support, home tech support said there was nothing wrong with my computer and could not find any reason to explain my data loss. I had  the hughes modem replaced, and in Dec. I bought a new computer. I had repair man at my house 2 times, once in July and the most recent 1/22/16. I was told that there is nothing wrong with my side of things. The repair man 1/22/16 did tighten a loose cable on the radio receiver on the dish but unfortunately that has not changed a thing. It seems that most of the data loss goes to uploading. The surprising part of that is I don't upload, I check my emails, and occasionally look something up on internet, and started taking online classes last June. I do not have to send or upload anything for my classes, I have the option to download video, audio, pdf. On one of the classes it says how big the download is. I downloaded a 60mb audio, 2 gb disappeared. Many downloads are Interrupted, which now I think I've narrowed that down to loosing connection in download process. I have called hughes hundreds of times over the past 2yrs since the problems started. 20 min. is usually the minimal call time and I have been on the phone with them for 2 hrs at a time doing every test that's available. I have spent a lot of time and money to try and figure out what is causing the problem. Way more than I should have. Not including the frustration of it all. I will give some examples of the recent problems but keep in mind this has literally been going on for over 2 yrs.
My data refresh date is the 26th. On 1/3/16 8:58pm data remaining- 38.7gb daytime/48gb bonus, When I got back to my computer on 1/6/16 1;06am data remaining- 7.1gb daytime/ 35.6gb bonus. So in 2 days, I lost 31.6gb daytime and 12.4gb bonus for a total of 44gb total loss. All due to uploading that I didn't even get to use myself. It happened when I was the only one home, and I have everything shut off so no updating can occur. This is just one example of an unexplained large data loss over the 2 yr problem.
On 1/19/16 I was trying to listen to an audio, it would not play, I closed everything a couple of times to start from scratch, still wouldn't play, I noticed there was a ?mark above the audio box, I clicked on it and it was to test the system to diagnose the problem. Everything passed with flying colors EXCEPT the Speed of internet connection FAILED which it gave me the speed at 230kbps,another test 140kbps and I still had token data available. I called hughes so they could test the problem as it was happening. The tech guy could not figure out why it would not play. As I had tried several things as he was on the phone. He said he would send a complimentary dispatch repair man, the one that came on 1/22/16.
I can not figure out why all of the testing that is done always shows everything is running fine when clearly it is not.
Last night I noticed the lights blinking like crazy on the hughes modem and no internet was being used by me and I was only one home, I called hughes to do testing as the problem was happening. Yet again it was going to uploading even though nothing was uploading. So back to more testing. Unplug LAN at 8pm Data remaining per tech 43.5gb daytime remaining.(I wish I would have gotten the more precise number off the dashboard). I call back, LAN plugged back in 10:44pm 43.5gb daytime data remaining. So it looks like I didn't catch any data loss this time. Well did I or didn't I? When I went on dashboard I noticed there was small amounts of data used while the LAN was unplugged. I Immediately called back and the tech guy agreed that I shouldn't of had any usage with the line disconnected. So he said we need to do another type of test and leave it unplugged over night. This time I made him wait until I get the more precise dashboard number I pull the plug. I wrote down and screen shot, system status-43.3gb daytime remain/47.1gb bonus remain, status meter 87% 6.7gb used daytime/94% 2.9gb used bonus, dashboard 86% daytime remaining 43300mb used/ 94% bonus remaining 47147 used.11:25 pm LAN unplugged, he confirmed my data is the same as his prior to him setting the modem test.  I call back again today, prior to me plugging my LAN back in. He gave me the data usage number- daytime 43143 used/bonus 47147 used. So that tells me daytime157mb disappeared while LAN was disconnected. I then plugged LAN in at 10;04am and immediately checked my readings as he's still on the phone, my dashboard reading is daytime 43142mb/bonus 47147. So per my reading I lost 158mb daytime data. The guy said I will lose a mb just for turning it on. But what about the other 157mb the disappeared before I even plugged the LAN back in. Then he proceeded to argue with me that I had no data loss when it's very clear I did. And the whole time while my LAN was unplugged the dashboard hourly graph clearly shows data was being used.


As you see in the graph above there is an X in the uplink box which was at the time when I noticed the flashing lights on my hughes modem using upload data when nothing was being uploaded. I have pictures of this happening at several different times, and I also have several state codes listed.
On some of these charts you will have to look at the date and time on my computer screen because as you will see, the time does not all match my time.
The one at the bottom of the list, date 2/4/16 20.2.1 stands for- a management problem has occurred.
date 2/4/16 The 13.1.1 stands for- LAN cable not attached.
date 2/1/16 11.3.1 stands for- a problem receiving data has occurred.
date 2/1/16 12.1.9 stands for- a transmit problem has occurred.
date 2/1/16 12.3.1 stands for- a transmit problem has occurred.
I have pictures of other codes that even disappeared of the list, for example : date 2/2/16 20.2.1 -a management problem has occurred, also on that date there in an X in the uplink box in the hourly hx diagnostics.
What really amazes me that I know these codes and charts clearly show there is a problem and I know there is a problem when I have trouble connecting, staying connected, downloading, and data disappearing, and all the tests that are being done never seem to show a problem per hughes. I feel like I've been accused of lying for over 2 yrs. If it wasn't for it working great the first year, and the problem of not many internet options I would have switched a long time ago. I can't believe I have wasted so much time and money thinking this was going to be resolved. I heard I now have other internet options so I will be looking into them. I've done and given more than what I should have without being benefitted in any way. I should not have to feel as I'm pulling teeth to get a flippin token when I know I'm not the cause of my data all disappearing.
Something better get rectified real quick or you will be seeing another customer disappear.
Freshman

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

I'm sorry for your problems understanding whats happening. However "flashing lights on my hughes modem using upload data when nothing was being uploaded. I have pictures of this happening at several different times," can be uploading to cloud sites without you being at the computer. Maybe you've already worked/stopped this possibility. A few Mb heartbeat data (2-4 Mb/s) between the modem and terminal might be normal. What should be most concerning is multi MB data being transferred with no explanation. Does "everything shut off" include PC, router, and modem?Turn off your computer and Lan when you are not there. 
You have certainly been a soldier working this.
Your state codes indicate intermittent Tx/Rx terminal problems Can be weather/rain/snow related. What does your sat signal strength show?
Good luck.
New Member

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

HI Larry, I'm wondering If the post I made today Is the same evidence that you have turned in?
New Member

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

I have cloud disabled and everything else I possibly can. I  do not even have my wifi router hooked up anymore so they can't blame it on the router, which is a real pain in the rear. I close all pages I have open before I leave the computer, if I plan on going back to the computer I will leave it on, if I'm done for the day I shut it down. The codes are there almost on a daily basis. If the codes are indicating terminal problems then what is considered the terminal? Do the tests not test the terminal? Does the terminal need to be fixed? My satellite signal usually says it is good. I find it hard to believe its all weather related, And I know the weather can affect things even when I'm not having bad weather right at my house, but if weather is the cause of these problems as often as they are then it wouldn't make sense to keep satellite internet and then why didn't I have these problems for the whole first year of having hughes? And yes it's not the few mb disappearing data that upsets me, it's the big data losses that really tick me off, like the 44gb that disappeared last month in two days. and it's random, so unfortunately I haven't been lucky enough to catch the big data losses with proof yet. I am beginning to wonder if it will matter if I do catch a big data loss, since I've shown proof of small data loss and was told I didn't loose any data. And the same guy was going to tell me it's my router again when I don't even have it plugged in. It's time they stop telling me it's a router problem when I've replaced it several times. I simply don't know what else I can do other than give up on trying to find the reason for these problems and go with a different internet carrier.
New Member

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

There is no possible way that data allowance consume by itself it needs to be usage. The modem doesnt use any data unless you have it connected to any computer or any othere device