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Latest Modem Update causing degraded service with Apple products

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Sophomore

Re: Latest Modem Update causing degraded service with Apple products

Logging into HughesNet web mail is sluggish but it does work.  I suspect the client app is timing out due to the login delay.  And the same thing happens when logging into my ftp server; it times out more often than it is successful.  But that's not the only issue with the ftp server.  Usually when it fails it is because the domain name can not be resolved, which sounds like the routing issue on the Internet.  I guess if that times out, domain resolution will fail.  So if some routing server on the Internet is expecting low latency, it will fail more often with geosync satellites.

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Moderator
Moderator

Re: Latest Modem Update causing degraded service with Apple products

OK, thank you for this clarification.

 

-Liz

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

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Sophomore

Re: Latest Modem Update causing degraded service with Apple products

Earlier today I successfully changed the password for one of my HughesNet email accounts.  The Mac Mail app was able to log in with the new password several times over a period of a few hours.  But then just a few minutes ago the app could not log into that account, nor any of the HughesNet email accounts.  Such is our life on the Internet using HughesNet.

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Distinguished Professor I

Re: Latest Modem Update causing degraded service with Apple products

Have you tried restarting your computer and the modem? It's likely a problem on your side. 

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Sophomore

Re: Latest Modem Update causing degraded service with Apple products

The computers (two, Ethernet connected) and handheld Wi-FI devices that have been experiencing unreliability with HughesNet Internet access since December 2018 (yes, 2018) have been restarted multiple times.  The modem has been frequently restarted.  I last manually restarted the modem in early February 2020 to see if that would help some severe connection issues that had started happening; it did not.  I have been waiting to see if the modem automatically restarts for a firmware update, which may or may not appear, although an upgrade was mentioned in this thread sometime back.  The modem and dish electronics were replaced in early 2019.  The same devices connect reliably to the Internet when using AT&T LTE instead of HughesNet.  There are no obstructions to the satellite line-of-sight.  I live in a rural area on 3 acres of land.  There are no trees near the house where the dish is on the roof.  

 

The problem is NOT on my end.  And it can not be blamed on Internet overloading due to increased Internet demand resulting from COVID-19 since the issues began over a year ago.

 

I can see one possible cause of the problem at my location. When the system was installed in 2013 the installer did not place the coax cable in a weather protected conduit.  So the dish connection and the cable are exposed to the elements.  I will allow an experienced HughesNet engineer to visit my location as long as that engineer comes prepared to fully troubleshoot the problem, correct any original installation errors, and perhaps point the dish at a different satellite if one is visible from here.

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Distinguished Professor IV

Re: Latest Modem Update causing degraded service with Apple products


@mweasner wrote: 

I can see one possible cause of the problem at my location. When the system was installed in 2013 the installer did not place the coax cable in a weather protected conduit.  So the dish connection and the cable are exposed to the elements.  I will allow an experienced HughesNet engineer to visit my location as long as that engineer comes prepared to fully troubleshoot the problem, correct any original installation errors, and perhaps point the dish at a different satellite if one is visible from here.


The installers normally use special protective fittings that they fill with dielectric grease.  Did they not do this?  

 

The cable itself doesn't need to be in any conduit.  It's outdoor rated.

 

They'll only send a tech to your location if it's necessitated.


AMD Ryzen 5 3400G | XPG SX8200 Pro 500GB M.2 NVMe SSD | Western Digital Blue 500GB HDD | 16GB Corsair DDR4-3000 | Windows 10 Pro 64-bit
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Sophomore

Re: Latest Modem Update causing degraded service with Apple products

I have no idea if any grease was used during the original installation in 2013 or when another installer came out after Gen5 was available.  At my age I'm not about to climb up onto the roof to check.

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Sophomore

Re: Latest Modem Update causing degraded service with Apple products

In my efforts to troubleshooting the HughesNet connection issues, I decided to try the Microsoft Outlook email client.  I entered the email settings from the HughesNet Knowledge Base (http://customer.kb.hughesnet.com/Pages/7014.aspx).  Outlook connected once, retrieved and sent email OK.  The second time I tried it failed to connect.  Now like other Internet protocols, sometimes it works and sometimes it fails.

 

I then logged into my.hughesnet.com to check my account.  When I click on the Account Information tab it says "Something went wrong. Please try again, or contact customer care if you receive this message again."  at the top.  The Billing Detail Information does show my correct billing information.  Now I wonder if my HughesNet account has somehow become corrupted AT HUGHESNET.  I have been seeing this same error over the past few days when trying to troubleshoot the connection issues but rarely checked it over the past 6+ years so I don't know when this account information error began.

 

The saga that began in December 2018 continues...

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Associate Professor

Re: Latest Modem Update causing degraded service with Apple products

Nah, this is different. The network is overloaded and email is having authentication issues.


* 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.
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Sophomore

Re: Latest Modem Update causing degraded service with Apple products

Since I can not get my Hughes.net email reliably I decided I had better change the Community Forum email address used for notifications to a non-Hughesnet address.  When I log into MyHughesNet and click Account: Notifications I get the "Something went wrong. Please try again, or contact customer care if you receive this message again." error.  Sheesh, I can't even change notifications.  Such is life for me on HughesNet.  

 

I have to wonder why I'm paying a premium price for the top-tier service when I have been getting less than premium service since December 2018...