Forum Discussion
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...
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
I have to say when I say the usage amount I was shocked too, I've never witnessed high numbers in our logs before. While it may have been a glitch or not, it's hard to say. The best way of narrowing down the cause will be the data depletion test that's been mentioned by Gabe. Once you're able to do that, that will help us determine what to do next.
On a different note, while running further diagnostics, I see you have a marginal alignment so we definitely need to get a technician out there to re-align that dish for you. I'd advise to perform the data depletion test prior to the appointment, so that we can determine if we need to replace the modem as well. I've noted the technician to bring a modem, just in case.
Your complimentary technician visit is currently scheduled for Saturday, Sep 1, 2018 between 08:00 AM-11:00 AM. You'll receive a call/text to confirm the appointment, or if you need to reschedule, please give us a call and reference the case number 114758863.
If we don't get results from the data depletion test, please let me know so we can address the issue further.
Appreciate your cooperation!
-Brooke
Hey Brooke, just an update. I completely forgot this weekend was Labor Day holiday weekend, so I actually wasn't yet on the property. Someone else was and as far as I know the appointment with the technitian went fine, so we're all good there!
The only thing is it will be quite awhile before I'm back on property to perform a data depletion test, so I'll just @ you when I can finally complete it.
Thanks again for your help.
That's no problem at all, thanks for keeping me updated!
-Brooke
The test is finally completed! And here are the results.
Done over a period close to 8 hours.
Nothing really telling, at least for me, here. Only more headscratching. At first glace, it looks like it is not the Hughesnet modem using any data. Now, I have a hard time believing that wasn't what was happening before, but the problem seems to have disappeared for now. Maybe the logs will show something different?
All I can say is I'm glad we got the satellite issue fixed, and if I'm ever seeing impossible data drainage of 97GBs over a period of two days with a top speed of 3Mbps which would take a minimum of 77 hours, we'll have to look into this issue again :smileyvery-happy:
Maybe a few restarts of the router and the satellite realignment caused the modem to correct itself? Who knows.
It'll be interesting to see what the logs say.
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
