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My test results: pbca04

Liz
Moderator
Moderator

Re: My test results: pbca04

Good morning pbca04,

 

Thank you for your PM from last night, I still need answers to my questions in my last post in your thread so we know where to focus.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,

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.

pbca04
Freshman

Re: My test results: pbca04

Hi,

I sent these to u last week after the email was received. but here is another copy:

On Monday, January 25, 2021, 11:09:57 AM CST, HughesNet Community Mailer <hughesnetcommunity@hughes.net> wrote:
Hi pbca04,
Liz (Moderator) posted a new reply in Tech Support on 01-25-2021 12:09 PM :
Re: My test results: pbca04
Hi pbca04,
Thanks for reaching out and working with the community to address your concerns. As I understand it, your main concern is with streaming, correct? Please tell me more about your streaming experience so we can better focus our efforts:

1. What is happening when you view videos? Constant buffering on the TV or lost connection is what comes up on screen.

2. Which streaming service are you trying to use? Roku is the device used on the TV it is a Samsung TV. I use multiple apps on the TV.

3. Are you having this issue with any other streaming service? Yes I had the same problems on my ipad streaming apple TV, and a few others I tryed streaming.

4. Are you streaming through a Smart TV or other device? Yes Samsung.

5. Are you having this issue on other devices? Yes ipad, laptop. I sometimes have problem with just email and surfing the web. Happens alot on you tube, mostly nethg with videos. But sometimes it can b as simple as web mail. It takes forever to close out a site or go from one box to another. I've used other devices and the same thing applies so its not one particular device in ? here.

6. Have you tried streaming on another device; if so, did streaming work without an issue? Yes I tred streaming on my ipad and laptop.

I tried running diagnostics on your site, but I couldn't communicate with it, was the modem unplugged from the power? Is your internet generally working? Yes probably I unplug the modem at night. Sometimes during the day.Your cooperation, patience, and understanding are much appreciated.
Thanks,
Liz

Liz
Moderator
Moderator

Re: My test results: pbca04

Hi pbca04,

 

Thank you for sending along this info, this helps a lot! I was also able to run diagnostics on your site, apparently it's been subject to the Fair Access Policy since the 24th. I know you started this thread on the 20th, but there aren't any usable speed test results from the period before running out of monthly data.

 

Regardless, I've just sent you some complimentary tokens to use whenever you're ready to troubleshoot, so you may have received an emailed order confirmation for the tokens.

 

Good to know which devices (Roku and Samsung smart TV) you're using to stream, let's take those out of the picture for troubleshooting purposes and try streaming on the native site.

 

By this I mean, if you're trying to watch Netflix via Roku or smart TV, try watching it via the Netflix website on your computer.

 

Furthermore, I suggest isolating the computer on which you try watching Netflix (or whichever streaming service you use). 

 

To do this, plug that computer directly to the HughesNet modem via ethernet cable.

 

Disconnect any other device hooked up to the modem.

 

Then disable wifi on the modem by using this guide. You'll want to go to the section labeled "How do I manage my built-in Wi-Fi modem?"

 

Uncheck the box next to SSID Enable then click the SAVE SETTINGS button at the bottom.

 

Make sure to repeat those steps under each tab for 2.4 GHz, 2.4 GHz Guest, 5 GHz, and 5 GHz Guest to disable all those networks.

 

This will ensure that your computer connected via ethernet cable is the only one using the internet.

 

Try streaming and see if you notice any improvement.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,

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.

Liz
Moderator
Moderator

Re: My test results: pbca04

Hi pbca04,

 

It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.

 

Thanks,

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.

Liz
Moderator
Moderator

Re: My test results: pbca04

Reopening thread.

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.