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HughesNet Tier 4 support refused to help with unusual high latency problem

Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

11-11-19 Ann Smith Ram tests, followed script to the letter. Representative had some trouble understanding speed variance during upload test. (Reported speed was average, and that upload speed varied between 4.48 and 0.29) Sent to Advanced Technical Support immediately. Ely Lopez. Denied responsibility. Said could not move to different gateway but might be able to move me to a different beam. Said moving to different beam would not change gateways. Making report to engineering. Case #125090946 Said to call Tier 1 support with this case number and report when latency issue happens again. Agent was told that this issue happens all the time and is variable, happening every several seconds. Asked how would I know if someone is actually working on this. Agent could not give specific information. Asked what was the point of calling this issue into Tier 1 again when I had made so many different reports. Agent was unable to give specific information. I will continue to log and report how HughesNet deals with this issue...or doesn't.
Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

Don't know how Facebook works, but here is the latest page load time.

 

Redirect00
App cache---0
DNS lookup---0
TCP connection---0
TCP request176663
TCP response66800
Processing6682198506
onload event20518859

 

And for this post page.

 

Redirect00
App cache00
DNS lookup00
TCP connection00
TCP request142225
TCP response2239286
Processing22419261
onload event115020

 

No contact from HughesNet since I talked to them last on 11-11-19.  Issue with very high latency spikes continues.

Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

Here are some traceroutes.

 

Interesting that it always times out around the qwest.net one.

 

Tracing route to dmukx06zie5kn.cloudfront.net [2600:9000:2164:b200:1a:81cc:6dc0:93a1]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 2001:5b0:4fd1:9ad8:280:aeff:fe72:b44
2 622 ms 618 ms 628 ms 2001:5b0:4f00:1101::1
3 619 ms 656 ms 640 ms 2001:5b0:4f00:fffa::105
4 611 ms 628 ms 625 ms 2001:5b0:4f00:fffa::104
5 622 ms 618 ms 628 ms 2001:428:6402:10:0:36:0:1
6 656 ms 608 ms 652 ms 2001:428:6402:10:0:e:0:2
7 * * * Request timed out.
8 * * * Request timed out.
9 609 ms 634 ms 623 ms 2600:9000:fff:ff00::300
10 638 ms 668 ms 645 ms 2600:9000:fff:ff01:0:50:102:41
11 609 ms 641 ms 638 ms 2600:9000:fff:ff00::401
12 * * * Request timed out.
13 * * * Request timed out.
14 649 ms 620 ms 581 ms 2600:9000:2164:b200:1a:81cc:6dc0:93a1

Trace complete.

 

Tracing route to tvbythenumbers.zap2it.com [192.0.79.32]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.42.1
2 613 ms 612 ms 648 ms host174330065208.direcway.com [174.33.208.65]
3 693 ms 608 ms 618 ms host17433005213.direcway.com [174.33.213.5]
4 614 ms 578 ms 636 ms host17433004213.direcway.com [174.33.213.4]
5 611 ms 614 ms 643 ms tuk-edge-14.inet.qwest.net [65.153.170.53]
6 637 ms 620 ms 637 ms sjp-brdr-06.inet.qwest.net [67.14.34.214]
7 * * * Request timed out.
8 646 ms 663 ms 628 ms Comcast-level3-60G.SanJose1.Level3.net [4.68.75.106]
9 643 ms 648 ms 608 ms 50.248.116.14
10 620 ms 598 ms 599 ms wordpress.com [192.0.79.32]

Trace complete.


Tracing route to miceage.com [50.63.202.25]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.42.1
2 644 ms 598 ms 629 ms host174330065208.direcway.com [174.33.208.65]
3 605 ms 638 ms 648 ms host17433005213.direcway.com [174.33.213.5]
4 633 ms 628 ms 577 ms host174330033213.direcway.com [174.33.213.33]
5 595 ms 638 ms 638 ms tuk-edge-14.inet.qwest.net [65.153.170.53]
6 634 ms 608 ms 628 ms sea-brdr-03.inet.qwest.net [67.14.41.154]
7 * * * Request timed out.
8 686 ms 659 ms 696 ms 4.69.216.158
9 628 ms 648 ms 656 ms 4.53.228.238
10 691 ms 658 ms 658 ms ae1.ibrsa0107-01.lax1.bb.godaddy.com [148.72.34.7]
11 * * * Request timed out.
12 678 ms 648 ms 678 ms 148.72.32.16
13 652 ms 638 ms 675 ms be38.trmc0215-01.ars.mgmt.phx3.gdg [184.168.0.69]
14 660 ms 668 ms 658 ms ip-184-168-0-102.ip.secureserver.net [184.168.0.102]
15 663 ms 698 ms 654 ms ip-50-63-202-25.ip.secureserver.net [50.63.202.25]

Trace complete.

 

Tracing route to youtube.com [2607:f8b0:400a:800::200e]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 2001:5b0:4fd1:9ad8:280:aeff:fe72:b44
2 635 ms 628 ms 638 ms 2001:5b0:4f00:1101::1
3 624 ms 618 ms 598 ms 2001:5b0:4f00:fffa::105
4 * 617 ms * 2001:5b0:4f00:fffa::10a
5 674 ms 661 ms 608 ms 2001:428:6402:10:0:36:0:1
6 615 ms 608 ms 608 ms 2001:428::205:171:3:129
7 635 ms 608 ms 628 ms 2001:428:6402:10:0:2b:0:2
8 640 ms 658 ms 639 ms 2001:4860:0:1041::1
9 615 ms 628 ms 628 ms 2001:4860:0:1::1e6f
10 634 ms 648 ms 595 ms sea15s07-in-x0e.1e100.net [2607:f8b0:400a:800::200e]

Trace complete.

 

Tracing route to testmy.net [2606:4700:20::681a:573]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 2001:5b0:4fd1:9ad8:280:aeff:fe72:b44
2 659 ms 618 ms 658 ms 2001:5b0:4f00:1101::1
3 610 ms 606 ms 636 ms 2001:5b0:4f00:fffa::105
4 622 ms * * 2001:5b0:4f00:fffa::10a
5 607 ms 638 ms 628 ms 2001:428:6402:10:0:36:0:1
6 607 ms 628 ms 648 ms 2001:428:0:1:205:171:0:58
7 865 ms 1028 ms 898 ms 2001:428:a01:a::2
8 644 ms 628 ms 638 ms 2001:1900:2100::457a
9 584 ms 630 ms 626 ms 2606:4700:20::681a:573

Trace complete.

 

Tracing route to us.blizzard.com [137.221.106.102]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 192.168.42.1
2 643 ms 618 ms 608 ms host174330065208.direcway.com [174.33.208.65]
3 649 ms 643 ms 618 ms host17433005213.direcway.com [174.33.213.5]
4 634 ms 628 ms 638 ms host174330033213.direcway.com [174.33.213.33]
5 614 ms 628 ms 658 ms tuk-edge-14.inet.qwest.net [65.153.170.53]
6 634 ms 609 ms 648 ms sea-brdr-03.inet.qwest.net [67.14.41.154]
7 * * * Request timed out.
8 * * * Request timed out.
9 676 ms 668 ms 628 ms BLIZZARD-EN.ear3.LosAngeles1.Level3.net [4.71.135.106]
10 683 ms 674 ms 683 ms ae1-br01-eqla1.as57976.net [137.221.68.33]
11 637 ms 700 ms 668 ms et-0-0-2-br01-swlv10.as57976.net [137.221.65.69]
12 622 ms 656 ms 627 ms et-0-0-31-pe01-swlv10.as57976.net [137.221.83.67]
13 641 ms 677 ms 669 ms las-swlv10-ia-bons-02.as57976.net [137.221.66.19]
14 671 ms 661 ms 664 ms 137.221.105.17
15 677 ms 678 ms 658 ms 137.221.106.102

Trace complete.

 

Tracing route to google.com [2607:f8b0:400a:803::200e]
over a maximum of 30 hops:

1 <1 ms <1 ms <1 ms 2001:5b0:4fd1:9ad8:280:aeff:fe72:b44
2 596 ms 658 ms 628 ms 2001:5b0:4f00:1101::1
3 624 ms 628 ms 618 ms 2001:5b0:4f00:fffa::105
4 646 ms * * 2001:5b0:4f00:fffa::104
5 638 ms 595 ms 621 ms 2001:428:6402:10:0:36:0:1
6 637 ms 618 ms 632 ms 2001:428::205:171:3:129
7 640 ms 639 ms 618 ms 2001:428:6402:10:0:2b:0:2
8 624 ms 648 ms 598 ms 2001:4860:0:4::1
9 620 ms * * 2001:4860:0:1::255b
10 619 ms 637 ms 610 ms sea30s02-in-x0e.1e100.net [2607:f8b0:400a:803::200e]

Trace complete.

Assistant Professor

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

Qwest is your gateway's internet provider. CenturyLink now owns all of Qwest, just like they own all of Level3.

If you didn't think CentryLink was the problem, now you should.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Highlighted
Professor

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

CenturyLink may actually own the Internet. 

Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem


@MarkJFine wrote:

Qwest is your gateway's internet provider. CenturyLink now owns all of Qwest, just like they own all of Level3.

If you didn't think CentryLink was the problem, now you should.


Based on some other posts, that was actually my guess.  Qwest/CenturyLink is the source of the data clog.

 

The problem is getting HughesNet to even admit something is wrong.  For example, take a look at this complete ignorant reply by @Damian.

 

What you are experiencing are typical side effects due to the current state of satellite internet technology, just a bit more severe.

 

Seriously?  Seriously?!

 

And to make it worse, that is the same by-the-book answer I got from another HughesNet employee, indicating that they are trained to disavow any problem rather than address it.

 

You know, I would have been accepting of an answer that went, "We know there is a problem.  It seems Qwest is throttling our gateway connection to the internet.  We are working on a solution either with them or a work around them.  Please be patient as we continue to address this issue you are having."

 

I would naturally be frustrated that the problem is continuing, but at least I would know the problem is being acknowledged and worked on.

 

But this outright lie by some HughesNet employees.  No, I won't say lie.  Perhaps they really are not good at thier job and don't understand how things work.  Perhaps they need to be retained or reassigned.  I will be generous and consider that possibility.

 

But that is where the real frustration come from.  To have a problem. To show evidence of a problem.  And to have HughesNet blow you off.  And to have one of them...Damian...say well just go find another isp.  Wow, just wow.  I will certainly be mentioning that in the letter to Corporate I'll be sending shortly once I compile some more data on how this issue is being addressed or (currently) not being addressed.

 

Assistant Professor

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

You may be angry, but your anger is misplaced. Why are you getting angry with HughesNet and their representatives, when they only have visibility into what they're responsible for? They're not responsible for CenturyLink's wonky backbone any more than you are.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem


@MarkJFine wrote:

You may be angry, but your anger is misplaced. Why are you getting angry with HughesNet and their representatives, when they only have visibility into what they're responsible for? They're not responsible for CenturyLink's wonky backbone any more than you are.


To quote my own post:

 

The problem is getting HughesNet to even admit something is wrong. 

 

But this outright lie by some HughesNet employees. 

 

To have a problem. To show evidence of a problem. And to have HughesNet blow you off.

 

That is where the anger comes from.

 

You: Doctor, I need help.  My arm is severed off.

 

Doctor: No it isn't.

 

You: Yes it is.  You can see it's severed off.

 

Doctor: No I can't.

 

You: I'm holding my severed arm in my other hand.

 

Doctor: What you are experiencing are typical side effects due to the current state of arms, just a bit more severe.

Assistant Professor

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

I'm not going to argue with you. You go right ahead and continue directing your anger to everyone not responsible for your problem. I'm out.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem


@MarkJFine wrote:

I'm not going to argue with you. You go right ahead and continue directing your anger to everyone not responsible for your problem. I'm out.


If you're not going to be helpful, there's no reason for you to reply.