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Sporadic disconnecting or loss of internet service

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Tony Reese
New Member

Sporadic disconnecting or loss of internet service

Well. I thought at first it was my router, but after running the modem straight to my computer and still having the problem, that is eliminated. It happens in all types of weather, clear as well as cloudy. It can happen at any time, but mostly when I seem to open up more than one page in a web browser, or someone else is browsing same as myself in the home. Also play SWTOR and now I am getting drops very often while playing. I've had this problem before in the past but it always seemed to clear itself up, however, this has been going on for longer than the other times it seems. Strange thing is, I don't see the lights go off on the modem, like with very bad weather. It's just no service, not a signal loss. I've reset the modem and computer and router when I use it and all the stuff customer service always says to do when you call them and I still get the loss of service.
14 REPLIES 14
Liz
Moderator
Moderator

Good morning Tony,

Thanks for posting, we would like to address your concerns so I pulled up your account. I see you're using the HT1000 modem, so the first thing I'd like to do is make sure you have the newer modem. I'll send you a complimentary HT1100 so we're sure we're evaluating your system performance on the latest equipment. You can use the box it ships in to return your HT1000. Once you've swapped modems, please post back and let me know and whether you see any improvement after just making the switch.

Your patience and cooperation 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.

Slow performance? Click me!

Tony Reese
New Member

Thank you very much Liz. This swap is much appreciated. I will, as you said, post back here when I've switched the modems.
melrorabaugh
New Member

I'm having this same issue, can anyone help.  It just continually drops service, considering changing service.  Any recommendations?
Amanda
Moderator

Hello Melrorabaugh,

We really recommend starting a new topic and explaining what exactly is happening. Good things to include on your new topic are what devices it occurs on, whether you have a wireless router, what website or app are you using when it happens the most, particular or random times of the day, error messages you might get, etc... You can also check out our community tips and guidelines for posting here: https://community.myhughesnet.com/hughesnet/topics/helpful-tips-for-posting-in-the-community

Thanks!
Amanda
Tony Reese
New Member

Was just able to install the new modem today, as I've been unable to move around much do to an injury. So far working fine. Will report back in a few days and let you know if that has solved the problem. Will get the old modem in returned tomorrow hopefully, if I can get someone to take it to town for me.
Beverly Payton
New Member

I too am having these same issues. seems to have started after  I upgraded my service plan. I also have the Ht 1000 modem. for what we pay for this i expect better service. also would appreciate being told important stuff up front, i upgraded my plan to $59.99 one which is what I had before just lower speeds and was not told that by upgrading id lose a $10 discount. so my bill went from $61.33 to $71.98 . when I question it the only thing they say that can do is downgrade me to the lowest plan. or give me a $10 discount for 6 months. Totaly su-- a-ss customer service if you ask me!
Liz
Moderator
Moderator

Hi Tony,

I'm sorry to hear about your injury, get well soon. I am glad to hear the new modem is working well so far, please keep me posted if anything changes. 

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.

Slow performance? Click me!

Liz
Moderator
Moderator

Hi Beverly,

Welcome to the community and thanks for posting. I'm sorry your expectations aren't being met, we can help address your concerns. Please scroll up and click on the New Post button to start your own thread so we can get started.

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.

Slow performance? Click me!

Tony Reese
New Member

Just to let you know the modem is working as it should. I haven't had any disconnect problems minus the really bad weather a couple of days ago. In fact, my download speeds seem to be up to double of what I have usually been getting.
Liz
Moderator
Moderator

That's great news, Tony. Glad to hear the HT1100 is working very well for you. I'll go ahead and mark this thread solved, but feel free to start a new thread if you have additional concerns.

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.

Slow performance? Click me!

Tony Reese
New Member

To Liz or any other reps. I have more problems. I sent back the modem, in the same packaging as the new modem, as per the instructions included with the modem. I sent it back, with the provided return label, via Staple's UPS shipping center here in Carrollton Ga.. This was sent back on the 13th of July. However, I've received two emails stating that the defective modem had not been received and that I would be charged  $120 if not received.
I sent it back! I had to hobble down town on crutches because of a sprained ankle and I mailed it exactly like the instructions included. I asked the young woman that took it if I had to sign anything or any paper work. She looked at the lable and said I was good to go and took off with the package. I was in pain, so I was not thinking to ask for a tracking number. But I can not afford the extra charge. I am on disability and a fixed income. I have a very tight budget and 120 dollars extra would put me in a very difficult situation. Please check this for me. I've used the linked page where you put in the RMA and it doesn't say anything except that the new modem was shipped to me. the RMA number is 1967117.
If Hughes makes me pay for a modem that i sent back then I will be forced to just close my account. This will be the last straw as far as Hughesnet is concerned with me.
Liz
Moderator
Moderator

Hi Tony,

Thanks for posting, I see my fellow mod, Chris, is already looking into this for you here: https://community.myhughesnet.com/hughesnet/topics/old-modem-sent-back-but-hughes-says-not-received-...

-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.

Slow performance? Click me!

tanrky55
Spectator

Issues here are the same. Constant intermitent disconnects. Always get same answers from Hughes, " Your service shows everything is ok", "it's your wireless router". blah blah blah. I continueally get disconnects while trying to set a recording or on demand show on direct tv. Constantly telling me to reconnect. I can be sitting in front of hughes modem and still not get good signal on iphone. Computer download speeds,suck, night or day doesn't matter. Tired of the "test" thery are claiming to be performimg. They don't help "squat". One resolve in their tests was to increase my package!! Why, I've not even used a small portion of the one I subscribe to. I say quit throttling down my service, give me what I pay for, and if there is an update/upgrade in my service then send it or update it and don't charge me for somthing I'm already paying for. Respectfully, I'm very dissatisfied customer..

Hi tanrky55,

 

Sorry to hear you are having trouble with the internet connection. I think you might have posted your comment in the wrong thread - as you can see from the last post on the first page of this thread, Liz was able to resolve the original poster's issue.

 

Since this thread is 2 years old, we suggest creating a new thread for yourself so we can assist you directly.

 

Thanks

Amanda