cancel
Showing results for 
Search instead for 
Did you mean: 

STILL Not getting promised service- So MAD and Frustrated!

Highlighted
Sophomore

Re: STILL Not getting promised service- So MAD and Frustrated!

Damian,

I hope this works!

Thanks!

VickyA

 

 

12/21/19 @ 10:09 PM

Screenshot_2019-12-21-22-07-59.png

 

 

12/22/19 @ 12:09 PM

Screenshot_2019-12-22-12-10-13.png

 

Highlighted
Distinguished Professor IV

Re: STILL Not getting promised service- So MAD and Frustrated!

@VickyA 

 

For some reason your screenshots are not working.  

 

I don't know what kind of system you're on, but for me, with Windows and using Chrome, I click on the Photo button in the options, then click Choose Files, then navigate to where I've saved the screenshots or snapshots.  I then click on the screenshot to select it, then click Open.  It then uploads the picture to the system.  I then click Done and it adds the screenshot to the message body.  You should see then see the picture on the screen, even before you click Post to post your reply.  I then do the same for the rest.  

 

I'm going to add one of my own to this reply, just to make sure they're working and it's not the system that is causing your screenshots to not show properly.

 

Capture1.png


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
Highlighted
Sophomore

Re: STILL Not getting promised service- So MAD and Frustrated!

12/21/19 @ 10:09 PM12/21/19 @ 10:09 PM12/22/19 @ 12:09 PM12/22/19 @ 12:09 PM

Highlighted
Distinguished Professor IV

Re: STILL Not getting promised service- So MAD and Frustrated!

@VickyA 

 

Seeing that you're posting pictures from a phone, are you being sure to completely disable the WiFi in the HT2000W modem while running the modem isoation test? 

 

Unfortunately, the modem isolotion test instructions pointed to are fairly outdated and need to be updated to reflect the proper procedure to use when one has the HT2000W modem (i.e. taking the snapshots after the WiFi has been disabled and before it's re-enabled, resepctively, and from a LAN cable connected device).  Still, I'm sure Damian will be able to see what used data, if anything, in between those two time periods.  Just make sure you don't unplug or reboot the modem before he does.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
Highlighted
Distinguished Professor II

Re: STILL Not getting promised service- So MAD and Frustrated!

"Unfortunately, the modem isolation test instructions pointed to are fairly outdated and need to be updated"

 

YES, that's for sure. I hope the mods will be able to do this soon. Maybe put an intern on the task? Smiley Happy

 

Highlighted
Sophomore

Re: STILL Not getting promised service- So MAD and Frustrated!

Instructions were vague. Turns out I disabled modum afterwards. Will have to do it again. I am going away for the holidays tomorrow afternoon through next week. Will you (Damian) be able to get any results while I am gone?

VickyA

Highlighted
Distinguished Professor IV

Re: STILL Not getting promised service- So MAD and Frustrated!

@VickyA 

 

Though you may not need to do it again, depending on what Damian can glean from the results, just in case you do, I'll post the full and updated test instructions below.  The instructions are from a saved macro, so they may seem a bit impersonal.  Also, judging by what I've seen here today, it's likely that the reps, nicluding Damian, are off, so you may not hear anything until at least Thursday.  

 

-----------------------------------------------------------------------------------------------

 

Please perform the following test outlined in the graphic below, though follow the full instructions written below the graphic. This is known as a Modem Isolation Test, and it will help to determine whether the issue is with HughesNet or your local network..

photo P2hSeDN.jpg

1: Disable the WiFi in the HT2000W modem.
2: Take a screen capture of the HughesNet Usage Meter, along with the clock on your computer screen.
3: Disconnect the LAN cable from the modem, noting the date and time of disconnect.
4: Leave the LAN cable disconnected from the modem for several hours. HughesNet recommends doing this overnight, or during the day while at work. DO NOT unplug the modem from the power. The modem must remain powered.
5: Reconnect the LAN cable to the modem, noting the date and time of reconnect.
6: Take a screen capture of the HughesNet Usage Meter, along with the clock displayed on your computer.
7: Post your screenshots to the community.

Do not unplug, power cycle or internally reboot the modem after the test has been run, as the reps need to be able to reconcile your modem data logs with what is shown in the screenshots. Any of those three things will wipe out those logs, rendering the test results moot. Only after the reps have responded with their findings should any of those three things be done.

Please be aware that, if you downloaded any large files just prior to this test, some usage may appear to have occurred due to the slight delay in the modem reporting the data usage to the server, but it should be rather negligible.

If you don't know how to disable the WiFi in the HT2000W, please see "How do I manage my built-in WiFi modem?" in this PDF. Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro