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

Sophomore

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

@Brooke wrote:

Hello ryry117, thanks for posting! I was able to locate and review your account. The first thing that caught my eye is that our logs show there has been 197 GB used within the past two days. Based on connection time, it looks like the only device that could be associated to that data is listed in the modem as "Ryan". Do you know what device that might be? 

-Brooke

@Brooke

 

Hi Brooke, thanks for the response!

 

Uh, yes, actually I do know what that device is... That is my main desktop computer that remains off when I am away. It normally remains off for a week at a time when I am away. I know it was off last week because when I arrived on Friday I had to turn it on. And I'm sure it is not turning itself on for updates and then turning back off, and it's not just in sleep mode or anything like that. It is a shutdown Windows 10 machine with automatic updates off.

 

@GabeU wrote:

don't even know how that's possible.  Even if someone had the 50/50 plan, and they started from scratch, the other 97GB would still take a little over 77 hours at the top FAP speed of 3Mbps.  

 

Plus, the OP has the 30/50 plan, and they're apparently already out of data.  But, even if it had just rolled over, it still doesn't make sense.  I just don't get it.  

 

The only way I can see it is a LOT of data tokens.  


 

@GabeU

 

Thanks for the input, Gabe.

 

I mean, like you said, we have the 30/50 plan. To me a number like 197GB seems sporradic. And that amount of data in 2 days when we have a normal download speed of 2.5mb when out of FAP when we're lucky. I have a network background but I have to give the benefit of the doubt that I don't know how Hughesnet's internal system works so maybe this isn't a glitch somewhere on their end...but yeah.

 

And no, we don't buy tokens. As long as I eventually get it fixed and since I'm not there all the time the constant FAP for now is tolerable but I know the problem isn't on our end so I'm not spending a cent on more data just for it to obliterate itself.

 

Not sure where we go from here but I thank you for this and future help brooke. Looking forward to whatever we try next to get this fixed. Like I said I'll be back out there on the 31st and can perform that data loss test then if that will help.

Associate Professor

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

Just an FYI, Win10 doesn't fully shut down by default.  That's right, clicking "Shut Down" doesn't do a full shutdown like it did in the past.

https://www.howtogeek.com/349114/shutting-down-doesnt-fully-shut-down-windows-10-but-restarting-it-d...

Almost no modern devices perform a full shutdown anymore, most all of them remain in some form of sleep or hibernation, allowing for the network interface to generate traffic.

Associate Professor

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

"If you’re troubleshooting system problems, you’ll want to perform a full shut down of the kernel to ensure Windows reinitializes things from scratch. To do this, just click the “Restart” option in the menu instead of the “Shut Down” option. Windows restarts your computer, but it performs a full shut down first and discards the state of the kernel while doing so."

 

You learn something every day.

Moderator

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

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

Moderator

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

Hi~ Just wanted to jump in and say that on Windows 10 there is also a 'feature' where pending updates will turn on your computer to download or install even if you shut it down. I believe you have to turn the auto-login off from the sign-in settings to stop this. I'll find out specifics unless someone beats me to it.

 

Amanda 

Sophomore

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

@Brooke

 

Thank you Brooke! That all sounds great. 

 

I'll post my data depletion test here as early Friday Aug 31 as I can.

 

and that appointment time sounds fine.

 

Also thank you guys for advice on Windows 10 but I was very much in the group not happy with Microsoft's big brother changes when they first came out and have made the necessary alterations to my system settings to keep them out and the system not going online without my say so. I hope others can use the advise posted though. Remain in control of your systems!

Sophomore

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

@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.

Moderator

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

That's no problem at all, thanks for keeping me updated! 

 

-Brooke

Highlighted
Sophomore

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

@Brooke

 

The test is finally completed! And here are the results. 

 

start.PNGfinish.PNG

 

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 Smiley Very 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.

Moderator

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

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