Problems with Uplink loss. Internet problems.

[jdayton1]

This is another issue added to the list of problems, since I upgraded. This one I have been dealing with for over a week or more. I am having problems with "Uplink" issues.

 I tried every thing I could think of before I wasted my time on tech support. I have already talked to support who where rude and dismissive and actually over-talked me and hung up on me (because they couldn't access my modem). I did get through to someone that sent a tech out, which was another waste of time.

I had my modem open so he could see the issues, he states he actually rebooted the system by accident and ran his test. He stated there was no issue and that his phone app would show it. He said he couldn't run it again as per policy. Blamed my issues on the new satellite and his other customers had the same issue. This was yesterday, New Year's Eve. He was here for about 15 minutes and I had no time to even load anything on my computers before he left. 

So here is my no issue so you all can see.

[Liz]

Good morning jdayton1,

Thanks for posting, from this last post I got #4 and the URL of the site you were trying to access when you encountered that error. Do you also have the other requested details?

1. Directly connect your computer to the HughesNet modem.

2. Re-attempt whatever you were trying to do in the first place.

3. Let us know of the details:
-What website were you trying to access (please give URL)?
-What were you trying to do?
-Were you successful while directly connected to the HughesNet modem?
-What time did this happen?

4. If you refer to any specific error, such as uplink or tcp related errors, please take a screenshot of it to post here for our reference.

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

[jdayton1]

I can barely connect at all to any site today. I will do this all again today.

[jdayton1]

Directly connected. Same results. Happened just now.

[Liz]

Thanks for providing the requested info, I'll send this to the engineer.

-Liz

[Liz]

I sent up the info to the engineer. After discussing your case with Amanda, she suggested you try plugging the HughesNet modem directly into the wall outlet to bypass your surge protector, if you're using one. Please let me know if you notice any significant difference when browsing while plugged into the wall outlet.

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

[Liz]

After discussing your case with the engineer, we have decided as a courtesy to dispatch a technician to your site due to the concerns you've been encountering. The tech should replace your coaxial cable and radio. Your dispatch is currently scheduled for the earliest available slot: tomorrow, Saturday Feb 25, 2017 between 11:00 AM - 2:00 PM. Call us at 866.347.3292 and reference case #102833866 if you need to reschedule. 

Please let us know how the site visit goes.
 
Thanks, 
Liz

[jdayton1]

I will be here tomorrow. Thank you.

[jdayton1]

Hello, Sorry it has taken a few extra days to get back to you. I have been to sick and didn't want to deal with it.

The tech came last Saturday, he replaced the line from the sat dish to the new grounding block (which is not currently grounded, cut wire) as he said it was bad. He replaced the transmitter and the modem. He did not replace the line to the house as he said it was good and a waste of time and money (understandable). He turned on the modem and was done.

The days after where thunderstorms and rain, so I did not want to give any results from that.

I appreciate you sending someone here, but the problem is still here.

I asked my wife to list the sites she was having issues with. She started at cooking sites to any searches to all surfing in general. 

Basically I was told to get Gen5 and that would fix my issues. I was told that the issues where from the new sat (from the tech) that lots of his customers where having uplink issues since Dec. I don;t know about that, but my internet sure has changed since December.

I will add more later when I feel better or when I can think or need to answer any questions.

Thank you.

[Liz]

Good morning,

No worries about the delay, I'm sorry to hear you're sick, please take care. Whenever you're able and have a chance, please check whether the coax is connected securely to the modem and let me know so I can run new diagnostics.

Thanks,
Liz

[jdayton1]

Hello, I just checked it and the cable was loose. I have not touched anything since the installer came.

[Liz]

Thanks for checking, can you please tighten the connector on the modem for that coax so it's no longer loose? Once tightened, please let me know so I can run new diagnostics.

Looking forward to hearing back.

-Liz

[jdayton1]

I did tighten it earlier. sorry i thought i mentioned it earlier.

[Liz]

Thank you. So your diagnostics look good. If you or your wife are having issues at this point, please provide us more detail, like before, about these issues:

-What website were you trying to access (please give URL)?
-What were you trying to do?
-What time did this happen?
-Were you successful while directly connected to the HughesNet modem?

If you haven't re-attempted what you were trying to do while directly connected:

1. Directly connect your computer to the HughesNet modem.

2. Re-attempt whatever you were trying to do in the first place.

If you refer to any specific error you're seeing at the same time, such as uplink or tcp related errors, please take a screenshot of it to post here for our reference.

Thank you,
Liz

[jdayton1]

I have been trying to use it tonight. 

Trying to access your sites.

Trying to figure out new site took forever trying to reload pages.

Edit : Also notice TCP Acceleration is bad, this is often there also. Which I thought would have been relted to the uplink issue.

[Liz]

Hi jdayton1,

Thanks for the update. Did you try accessing the community while directly logged into the HughesNet modem last night, too? If so, was there any difference?

[jdayton1]

I don't remember what I did. Sorry, will have to redo it later.

Just so you know, I used it at night (along with my wife) in the middle of the night. It was after 1 am and there where no problems until about mid-morning. It ran just like it use to durning the day. No problems what so ever until later in the morning like I stated.

[jdayton1]

Hello,

I see that the new satellite is available today. Of course the site doesn't work for me. Will this new service fix my issues (as the tech said) and are their plans that are equal or better to my current plan (as in data and price). I will change today if this will fix my problems.

Thanks.

[Liz]

Hi jdayton1,

You should be able to call us at 866.347.3292 to upgrade to Gen 5. An agent will have all the details regarding the plans and prices available to you. 

[jdayton1]

I will try them today, will they try to add on new fees etc. I just want my internet to work.

[Liz]

The lease fee is now $14.99, but that's because the new HT2000w HughesNet modem has WiFi built in.