cancel
Showing results for 
Search instead for 
Did you mean: 

Gen 5 Connectivity Issues - North Idaho

Sophomore

Gen 5 Connectivity Issues - North Idaho

Hello Everyone,

 

New to Gen5 but not to HughesNet.  Had Gen4 for a couple years then whatever was before that for a little bit.  I work from home and my primary business tool is Skype for Business.  Since switching to Gen5 I have noticed quite a bit of variance in service, which I believe is contributing to, or the cause of, my Skype for Business connectivity issues.  During one 30 minute screen sharing session I was disconnected from the presentation 14 times.  Prior to switching to Gen5 I never had those issues.  Sometimes download is <1M.  Sometimes it is great, but definitely not the consistent level of service I had with Gen4.  The new data plan is nice - I have the top plan in terms of data due to work.  What I have noticed is I have had to reboot my modem pretty consistently, which seems to help sometimes but not always. 

 

Right now my satellite signal receive strength is 62, gateway 15, beam 5, outroute 9 (not sure what any of that means, but I have seen others post similar info.

 

I would very much appreciate any help with troubleshooting this.

 

Thank you.

23 REPLIES 23
Moderator
Moderator

Re: Gen 5 Connectivity Issues - North Idaho

Hi divinIN, 

 

I'm glad you found the community, thank you for posting.  After running diagnostics on your site, I'd like to issue a dispatch before we do any further troubleshooting. Your dispatch is currently scheduled for our earliest available slot: Thursday, Nov 9, 2017 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #107337917 if you need to reschedule. Please let us know how the site visit goes.

 

Your patience and understanding are much appreciated.

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Sophomore

Re: Gen 5 Connectivity Issues - North Idaho

Thank you Liz.  That time slot is fine.  May I ask what the diagnostics revealed or was it just not conclusive at this point?

 

Thank you again.

Moderator
Moderator

Re: Gen 5 Connectivity Issues - North Idaho

It looked like there may be a radio issue, so I'm replacing your radio (and modem while we're at it).

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Sophomore

Re: Gen 5 Connectivity Issues - North Idaho

If that solves the problem, *virtual high five*!  This has been a difficult month.  I was working the issue through my corporate Help Desk and through two paths into Microsoft to try to fix the issue.  I will keep you posted, and thanks again.

Sophomore

Re: Gen 5 Connectivity Issues - North Idaho

Hello Liz,

 

Tech just finished replacing the modem and radio.  I will monitor and report back here with results.

 

Thank you.

Sophomore

Re: Gen 5 Connectivity Issues - North Idaho

Hello Liz,

 

Just got off a 30 minute screen sharing session through Skype for Business and was disconnected 15 times.  Smiley Sad

 

The most telling data point for me right now is this did not happen on Gen4 - very consistent service when I had that.  I'm on gateway 15, beam 5 right now.  Desperate for anything you can do to help here.

 

Thank you.

Moderator
Moderator

Re: Gen 5 Connectivity Issues - North Idaho

Hi divinIN,

 

Thanks for these updates. I've run new diagnostics on your site and they look fine so far. I've escalated your case to the engineers for their insight.

 

Your patience and understanding are much appreciated.

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Sophomore

Re: Gen 5 Connectivity Issues - North Idaho

Hello Liz,

 

Still experiencing frequent disconnects on critical tools for my job.  Just got off an hour call and I was disconnected at least 15 times.  Every meeting I have I am forced to preface the call with something like, "I'm having frequent issues please forgive me for any delays on my side..."

 

My overall experience I have to say is pretty frustrating because it is so inconsistent. Things like getting applications from the Apple App Store is very slow, many times disconnecting just trying to download a 30MB or so app update.  Youtube videos are  very frequently buffering a lot more than they were on Gen4.  Any kind of video streaming is very problematic.  For example, I wanted to watch a highlight clip from Motogp.com on the last race and a small 1-2 minute video clip and it probably took 5-6 minutes to watch (buffering).  I ended up killing it half way through because it was so painful.  The strange this is that speed tests don't match what my real experience is.  I can be suffering from many issues with Skype for Business or other issues as noted above and perform a speed test and it is super fast.  I have not found it to be an accurate picture of real life experience at all.  

 

Liz if you can pass this info up to engineering please do.  I'm rapidly approaching a point where I have to make a decision on what to do next.  I don't have any other options for Internet here except to use a cell carrier like Verizon Mi-Fi.  Although it is expensive, it works.  I know I purchased this new plan on Gen5, but I'm being very honest and saying I actually cannot perform my job as it stands today.  This is impacting my day-to-day ability to function which is just not acceptable. 

 

Thank you Liz.  I appreciate your help.

Sophomore

Re: Gen 5 Connectivity Issues - North Idaho

Hello Liz,

 

Just a note in case it adds anything.  My satellite receive signal strength is 37 right now.  I saw it down to 32 just a few minutes ago.

 

Thank you.