Sporadic disconnecting or loss of internet service

[Tony Reese]

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.

[Liz]

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

[Tony Reese]

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]

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

[Amanda]

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]

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]

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]

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

[Liz]

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

[Tony Reese]

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.