Forum Discussion

hooterville's avatar
hooterville
Senior
5 years ago

Email is not loading

Hello,      I am still having trouble loading email.  I have clicked on the developer tools and see that I am getting all kinds of errors. I was told to show the load time, but it does not show that...
Performance
  • hooterville's avatar
    hooterville
    5 years ago

    Hello Liz,

         Our new modem came today and I have installed it.  I checked load times.  It is faster now.  The HughesNet homepage took 15 seconds to load and I checked some other websites.  Their load  times are a bit faster.  The email still takes 15 seconds to load.  I am just glad that it is loading.

     

    Thanks for you help,

     

    Mary

hooterville's avatar
hooterville
Senior

Hello Liz,

     Yes, I need to load the HughesNet homepage first to get email.  This time it took 30 seconds to load. Then I clicked on email.  That took 15 seconds to load after I put in my username and password.

Liz's avatar
Liz
Moderator
5 years ago

Thank you for the clarification, Mary. Does accessing the HughesNet homepage at different times of the day/evening make any difference?

 

-Liz

  • hooterville's avatar
    hooterville
    Senior
    5 years ago

    Hello Liz,

         Our new modem came today and I have installed it.  I checked load times.  It is faster now.  The HughesNet homepage took 15 seconds to load and I checked some other websites.  Their load  times are a bit faster.  The email still takes 15 seconds to load.  I am just glad that it is loading.

     

    Thanks for you help,

     

    Mary

  • hooterville's avatar
    hooterville
    Senior
    5 years ago

    Hello Liz,

         No, the time of day doesn't make any difference.  It's even slow during the bonus period.

     

    Mary

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hi Mary

     

    Thanks for this clarification. Let me discuss with our folks, we'll keep you posted.

     

    -Liz

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hi again,

     

    To be sure we're on the same page, you're using this URL to access your HughesNet homepage?: https://my.hughesnet.com/

     

    If not, try that URL instead and let me know if you notice any difference in load time.

     

    If it's still slow, try disabling Web Acceleration (WAS) and let me know if there's any difference then.

     

    To disable WAS, follow the steps here: http://hninfo.us/WAS

     

    Does this slow loading happen in different browsers? Incognito mode?

     

    I see you're using our HT1100 modem, so what I'll also do is send you a newer model, the HT2000w. Here are instructions on how to swap these modems. There will be no need to return the HT1100.

     

    When you've hooked up the HT2000w, please let me know if that makes any difference.

     

    Your cooperation, patience, and understanding are greatly appreciated so that we can address your concerns.

     

    Thanks,

    Liz

  • hooterville's avatar
    hooterville
    Senior
    5 years ago

    Hello Liz,

     

        I do access the sight with the URL you mentioned.  I will try disabling the WAS after I get home from work.

     

        Thanks for sending out a new modem.  This will not increase my monthly fee, correct?

     

    Mary

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Correct, there will be no change in your monthly fee, I'm just sending you a different modem, not changing service plans.

     

    -Liz

  • hooterville's avatar
    hooterville
    Senior
    5 years ago

    Hello Liz,

         I tried disabling the WAC.  It took 32 seconds for the HughesNet home page to load, 17 seconds for email to and 31 seconds for this page, the community page to load.

     

    PS, I understand the wifi is part of the modem you are sending me. Our internet is about 3 times slower when we use our current wifi modem.  I hope that the wifi on this modem will not slow down our internet.

     

    Thanks for all of your help.

    Mary

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Good morning Mary,

     

    Thank you for your update and details. I surely would hope that our built-in wifi and modem overall would be an upgrade for you. Looking forward to hearing how it works for you.

     

    -Liz

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Wonderful! Thanks for letting me know it's better with the new modem! If you have any more concerns please don't hesitate to drop by the community again, we're here to help.

     

    -Liz