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Seeking a Moderator to Look Into my Connection Issues

Distinguished Professor III

Re: Seeking a Moderator to Look Into my Connection Issues

@monicakm 

 

What you're seeing in the SCC is definitely something the reps will have to investigate, as the only time that should really happen is during inclement weather at either your gateway or your home, but not on a regular basis.  Hopefully one will reply soon.  

 


@monicakm wrote:

I have had them on the 2.4ghz and 5 on both the HughesNet modem/wifi and my Netgear router.   


Though I don't mention it in relation to your current issue, and I don't know that you actually have it set up this way, if you're using the WiFi from both the HT2000W and the Netgear router at the same time, make sure that you're not using the same band (i.e. 2.4Ghz or 5Ghz) from each at the same time, as the same Wifi band from two different sources can interfere with each other.  Again, I don't know that you actually have it set up this way, but I figured I'd mention it, just in case.


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Senior

Re: Seeking a Moderator to Look Into my Connection Issues

Still having issues with very slow to dead in the water browsing.  SCC is again showing red and yellow system status.  No, it's not raining.  It rained during the middle of the night to very early morning but not now.  Not this afternoon.  And this is the first time it's rained in two months.  This is really getting old Smiley Sad  

No answer from a moderator yet.

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Distinguished Professor III

Re: Seeking a Moderator to Look Into my Connection Issues

@Liz 

@Damian 


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Moderator

Re: Seeking a Moderator to Look Into my Connection Issues

@monicakm,

 

Thank you for contacting us and I apologize for the delay. After reviewing the pictures you posted and running diagnostics, it appears your configuration and the equipment are running properly. What seems to be causing an issue is that your gateway location, which is located in Duluth, MN, has been experiencing thunderstorms and heavy cloud coverage recently. As of right now, the thunderstorms have stopped, however, the cloud coverage is still present. Once the weather clears there, try power cycling again with the modem first then router. Please power them back on in this same order. After this, go back to the SCC and see if your 12.7.2 state code has changed, along with the color for your system status. It looks like the cloud overage should lessen by tomorrow according to the predicted forecast. I apologize for this inconvenience and I hope the weather stays clear at the terminal. 

 

-Damian 

Senior

Re: Seeking a Moderator to Look Into my Connection Issues

Damian, I appreciated you taking the time to reply and try to explain what's going on.  I really do.  However, I'm going to have to disagree with the weather diagnosis.  I've gone YEARS without the slow browsing and dropping of signal (unless it was raining here).  The odds of it never raining in Duluth while I'm on the computer are slim to none.  Also, I've had a tech support agent tell me the Duluth story.  I guess he didn't think a customer was smart enough to check with Google and Weather Bug to see the current weather status of Duluth.  He said it was raining.  Google said it was clear.  Weather But showed no storms in the area.  I checked this while on the phone with him.

 

Also, my current problem has been going on (and seemingly getting worse) for a few weeks.  My screen shots of the SCC in red or yellow status go back at least two weeks but it was happening before then before I decided it wasn't going to get better and started taking screen shots.

 

One would think this non-service would be a lot more prevalent if rain at the gateway AND in the subscriber's area caused such degraded service.  For quite awhile now I've been a very happy HughesNet customer (as happy as a satellite Internet user can be).  Fortunately my contract ran out in April and there is a local company that also offers rural Internet.  If you would have asked me a month ago, I would have had no desire to leave HughesNet.  If this can't be fixed, I'll have to.  I've gone from all my IoTs working 99% of the time to now less than 50% of the time.

 

I have had my Google Home devices, smart plugs and smart lights for over two years.  This recent decline in Internet connectivity is the first time the devices have acted like this....not responding at all or "hold on while I connect to the Internet" or "there was a glitch, something went wrong".  It's all of them, not just one device on the other side of the house from the router.  When I can make it to the computer in time, I will see a system outage or degraded service.  It must be raining in Duluth a LOT because until early this morning, it hasn't rained here in two months (or so it seems).  

 

However, to show my willingness to work with HughesNet, I will do as you ask with the modem and router and state code.   Meanwhile, it would be great if you could consider sending out a tech and/or replacing the modem.  I don't know how long I've been a customer...maybe 15 or more years.  I've ridden out the bad times and been thankful for the good ones.  Right now is not so good Smiley Sad

 

Senior

Re: Seeking a Moderator to Look Into my Connection Issues

According to Google, it's still cloudy (3:20am their time).  I have performed the modem and router disconnects and reconnecting in he same order.  SCC page which is still super slow to load/draw (23 seconds) shows a state code of 0.0.0.  I will perform the disconnect and reconnect again tomorrow when it's partly cloudy in Duluth.  But please remember, I haven't had this degree of Internet problems in YEARS.  Surely it's been cloudy in Duluth during that time.  I'm just working with you to be fair and cover all our bases but I feel the problem is much deeper.

Moderator

Re: Seeking a Moderator to Look Into my Connection Issues

@monicakm,

 

The weather issue was a possibility as I can see the state code you posted in your picture is associated with a problem at the gateway. When looking at your diagnostic history, I see errors regarding your signal transmission. These errors are being generated at the in-between point from the terminal to your location. Process of elimination tells me that this may be due to poor weather at the gateway location. If the steps I have provided do not improve the service once the weather clears, then there is an underlying issue that will need to be investigated thoroughly by our advanced technical department. I could send out a tech now but without deep troubleshooting, the tech would be arriving without specific instruction. I recommend calling into our support line at 1-866-347-3292 to have a case escalated for investigation. Based on the results, they will most likely send out a technician with specific instructions. In some cases, they are also able to remotely fix the issue. Once you call in, please update me on your status and if you have any questions regarding the escalation. 

 

-Damian 

Senior

Re: Seeking a Moderator to Look Into my Connection Issues

Thank you Damian.  I've not yet called tech support again.  The problems still exist.  I turned off my hug2 and hug5 radios and my signal strength went from 87/88 to 92/93 using the Netgear router.  I thought my problems were fixed but the "fix" was short lived.  Signal strength is still the same but browsing and the problems with my Google Homes saying "sorry, there was a glitch" or sorry, something went wrong" or "sorry, I can't reach the Internet right now, check your modem or router connections" remain. They also respond slowly (up to 30 seconds to respond) but sometimes there are spurts of them working like they used to and responding in 3-4 seconds.  I keep using the Google Homes (9 of them) as examples because I use them so much more than my computer and our phones are on unlimited mobile data.  My husband noticed the trees to the south of the dish have now grown together.  They are about 25-30 feet from the dish.  I can't really gauge if the dish pointer is pointing into the trees or it's going above them.  Would signal strength be low if the trees were the culprit?

Senior

Re: Seeking a Moderator to Look Into my Connection Issues

I am requesting replacement modem and or a technician to my home to fix this ongoing problem. I have eliminated my Netgear router by not only turning it off but totally bypassing it and connecting straight to the desktop computer from the HughesNet modem. Also there is nothing else connected to the HughesNet modem. The SCC page takes 12 seconds or longer to open and 27 seconds or longer to completely load. HughesNet has run diagnostic test that shows no trees or foliage of any kind is blocking the satellite. Thank you
Senior

Re: Seeking a Moderator to Look Into my Connection Issues

@Damian 

@Liz

 

I am requesting replacement modem and or a technician to my home to fix this ongoing problem. I have eliminated my Netgear router by not only turning it off but totally bypassing it and connecting straight to the desktop computer from the HughesNet modem. Also there is nothing else connected to the HughesNet modem. The SCC page takes 12 seconds or longer to open and 27 seconds or longer to completely load. HughesNet has run diagnostic test that shows no trees or foliage of any kind is blocking the satellite. Thank you