Data usage

[Viljoens11]

So just to set the stage, I am a IT professional with many years experience with networks. I live in an area where Hughesnet is 1 of only 2 options. I have a Cisco router which has been configured perfectly as I have done this for many corporate customers over the years.

Every month we run out of data according to HughesNet but when I check my router logs I have generally only used between 50% and 70% of my data. This last month I have removed the network from every device in the house. Only my 32 year old daughter and muddled know what the password is for the modem. So, quite literally, there has been no activity on the network for 4 weeks. Today I checked my usage and guess, I have used more than 100% of my data. How do you explain this? You don’t is the easy answer. In my opinion Hughesnet just fabricated the data usage to try and get you to purchase more data.

On a different note, I have also been testing the speed on the service. Last month, on the first day of the new period I downloaded a 8.2M file. According to Hughesnet I had used no data that month. The max speed I got was just over 15k, yes you read this correctly, not 15m but 15k. Don’t even get me started on upload speeds. As you can imagine I, after doing all my testing and monitoring, will be cancelling my service.

[GabeU]

@Viljoens11 

Please keep in mind that, without adequate troubleshooting of an issue and an attempt to fix that issue, any Early Termination Fee at cancellation will be valid.  

Regarding this statement... "In my opinion HughesNet just fabricated the data usage to try and get you to purchase more data."  No, they don't.  Also, regarding your usage claim after a month, in case it applies, if the HughesNet modem is unplugged at the time the monthly data reset is to occur, that reset cannot happen, as it is dependent on the modem being connected and powered.  Once the modem is plugged back in the monthly data reset will happen.  

Additionally, in case it helps, you can see your currently connected and currently disconnected devices here.  The currently disconnected devices are those that were connected, but are not at present, since the last time the modem was plugged in or rebooted. However, if you use a 3rd party router for your devices, the only thing you'll likely see is that router, as the modem can't show individual devices unless they are connected directly to it, either by LAN cable or WiFi.  It can't show what is connected to your 3rd party router.

To first address the first issue mentioned, if you believe you are losing data you can run a modem isolation test.  The instructions for doing so are as follows...

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Please perform the following test outlined in the graphic below, though follow the full instructions written below the graphic. This is known as a Modem Isolation Test, and it will help to determine whether the issue is with HughesNet or your local network..



1: Disable the WiFi in the HT2000W modem.
2: Take a screenshot of the Home page of the System Control Center, 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 screenshot of the Home page of the System Control Center, along with the clock on your computer screen.
7: Post your screenshots to the community.

The screenshots should look similar to the following, being dependent on the operating system, with the system clock included (you can move the System Control Center data level window to being near the system clock so that it is included more easily).



Do not unplug, power cycle or internally reboot the modem after the test has been run, as the reps need to be able to reconcile your modem data logs with what is shown in the screenshots. Any of those three things will wipe out those logs, rendering the test results moot. Only after the reps have responded with their findings should any of those three things be done.

Please be aware that, if you downloaded any large files just prior to this test, some usage may appear to have occurred due to the slight delay (lag) in the modem reporting the data usage to the server, 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 unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).

[Remy]

Viljoens11,

It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.

Thanks,

Remy