Forum Discussion

ryry117's avatar
ryry117
Sophomore
7 years ago

I need to get in contact with Hughesnet about data loss. One day into my data cycle and data is gone

So this has happened three months in a row now. I'm in a computer field so i don't want to waste time with all the "Well are you sure you know what is using internet." because I am. The answer is the...
Data
Data Management
Hughesnet
loss for no reason
rep
  • Brooke's avatar
    Brooke
    7 years ago

    Right now I currently don't have any logs, since it looks like there aren't any devices connected to produce data usage activity. This could be simply you're not on the site and no one's using the service at this time. What I am able to see is the amount of data still remaining on the cycle, which currently shows me about 22 GB. I refreshed every couple of minutes to see if it shows any activity, but there was no change.

     

    Seems like everything's in order based on your screenshots, that's great! There is a chance that the marginal alignment may have been causing packet loss which would show an increase of ghost data usage. I reviewed your account in the past to see if our logs showed any packet loss, and I did see between July and August is when this started. With that alignment being fixed, I would say that it's possible it fixed itself. 

     

    -Brooke

GabeU's avatar
GabeU
Distinguished Professor IV
7 years ago

ryry117

 

The following is the test you will need to perform in order for the reps to help you.  The reps are on M-F from approximately 8AM to 5PM EST, so that gives you time to run this test.  Please perform the test as outlined.  The test can be run even if you are out of plan data.  

 

The reps will contact you here, either in a reply or through PM on the upper right.  

 

-------------------------------------------------------------------------

 

Please perform the following test outlined in the graphic below. This is known as a modem isolation test, and it will help to determine whether the issue is with Hughesnet or your local network..

photo P2hSeDN.jpg

1: Disabled the WiFi in the HT2000W modem.
2: Take a screen capture of the HughesNet Usage Meter, 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 screen capture of the HughesNet Usage Meter, along with the clock displayed on your computer.
7: Post your screens hots to the community.

 

Please DO NOT unplug the modem power after running the test.  The reps need to be able to reconcile the test results with the modem logs, and disconnecting the power from the modem erases those logs.  

Please be aware, if you downloaded any large files just prior to this test, or if the disconnect was for an extensive time period, some usage may appear to have occurred, 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 unchaining "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).