Tech Realigned Satellite Dish, Still Experiencing Problems In FAP

[hellovolchitsa]

As it says, from my previous topic a tech was sent out to see what was going on. He confirmed there's nothing in the way, yesterday was clear weather wise, and with data, everything was fine. He realigned it to get from 83 signal strength to 100, so we hoped that was it. I entered FAP last night around nine or ten, everything seemed to be going well.

However, today, once again, in the middle of the day, it is now near unusable. I had to refresh the community multiple times just to be able to post this and cannot post to my old topic at all. Had to refresh FB multiple times just to check it (scrolling? Impossible) and cannot even play the simple, non-java browser game I play (flightrising) because it won't load. Before it's brought up 'well we cannot guarantee games,' I have been playing this game since 2014, and for MONTHS if not years on this service with not a single issue. Last week something *changed*. I can barely use Google search. I had to refresh FB multiple times just to get my alerts to load.

This is not normal. Usually around this time of day, it's GREAT service. Everything loads until "prime time" (around four or five), where it will slow down until around midnight, then return to normal. Nope. It's unusable in the main part of the day. What is going on with my service because this is ridiculous? I've had to refresh my gmail account multiple times just to try to delete an email!

:::.. Download Speed Test Result Details ..::: Download Connection Speed:: 88 kbps or 0.1 Mbps Download Speed Test Size:: 222 kB or 227328 bytes Download Binary File Transfer Speed:: 11 kB/s Tested At:: https://TestMy.net Validation:: https://testmy.net/db/FwdtKB6da TiP Measurement Summary:: Min 0.01 Mbps | Middle Avg 0.15 Mbps | Max 0.26 Mbps | 185% Variance Client Stats:: https://testmy.net/compID/60633779146524 Test Time:: 2023-10-12 12:31:03 Local Time Client Location:: Prosperity, SC US https://testmy.net/city/prosperity_sc Target:: Dallas, TX https://dallas.testmy.net Client Host:: Hughes Network Systems https://testmy.net/hoststats/hughes_network_syste Compare:: 100% < host avg, 100% < city avg, 100% < country avg, 100% < world index 1MB Download in 2 Minutes - 1GB Download in ~26 Hours This test of exactly 0.22 MB took 20.971 seconds to complete User Agent:: Mozilla/5.0 Windows NT 10.0; Win64; x64; rv:109.0 Gecko/20100101 Firefox/118.0 [!]

Second test ten minutes later could not complete.

:::.. Download Speed Test Result Details ..::: Download Connection Speed:: 255 kbps or 0.3 Mbps Download Speed Test Size:: 214 kB or 219136 bytes Download Binary File Transfer Speed:: 32 kB/s Tested At:: https://TestMy.net Validation:: https://testmy.net/db/ctv2Iglu8 TiP Measurement Summary:: Min 0.17 Mbps | Middle Avg 0.25 Mbps | Max 0.3 Mbps | 55% Variance Client Stats:: https://testmy.net/compID/60633779146524 Test Time:: 2023-10-12 12:55:06 Local Time Client Location:: Prosperity, SC US https://testmy.net/city/prosperity_sc Target:: Dallas, TX https://dallas.testmy.net Client Host:: Hughes Network Systems https://testmy.net/hoststats/hughes_network_syste Compare:: 190% > client avg, 99% < host avg, 99% < city avg, 100% < country avg, 100% < world index 1MB Download in 32 Seconds - 1GB Download in ~9 Hours This test of exactly 0.21 MB took 6.963 seconds to complete User Agent:: Mozilla/5.0 Windows NT 10.0; Win64; x64; rv:109.0 Gecko/20100101 Firefox/118.0 [!]

This one was after an immediate restart of the router:
:::.. Download Speed Test Result Details ..::: Download Connection Speed:: 159 kbps or 0.2 Mbps Download Speed Test Size:: 96 kB or 98304 bytes Download Binary File Transfer Speed:: 20 kB/s Tested At:: https://TestMy.net Validation:: https://testmy.net/db/AKCWehYhq Client Stats:: https://testmy.net/compID/2308592723632 Test Time:: 2023-10-12 13:05:55 Local Time Client Location:: Prosperity, SC US https://testmy.net/city/prosperity_sc Target:: Dallas, TX https://dallas.testmy.net Client Host:: Hughes Network Systems https://testmy.net/hoststats/hughes_network_syste Compare:: 99% < host avg, 100% < city avg, 100% < country avg, 100% < world index 1MB Download in 51.2 Seconds - 1GB Download in ~15 Hours This test of exactly 0.09 MB took 5.021 seconds to complete User Agent:: Mozilla/5.0 Windows NT 10.0; Win64; x64; rv:109.0 Gecko/20100101 Firefox/118.0 [!]

I cannot get the "reply" box, either direct reply or the separate reply, to load on here. It took me over five minutes refreshing this multiple times a minute to get it to load to let me edit the message for I can fix the test results. Every time I run the test I have to refresh a dozen times just to make it load the website and/or complete. This is ridiculous. I have had this service for years and NEVER had this issue. The tech could not find anything wrong beyond slight alignment issues but as this is STILL continuing after fixing it and I am not even getting 1-3Mbps in FAP that suddenly started just over a week ago, clearly something has shifted.

:::.. Download Speed Test Result Details ..:::
Download Connection Speed:: 146 kbps or 0.1 Mbps
Download Speed Test Size:: 96 kB or 98304 bytes
Download Binary File Transfer Speed:: 18 kB/s
Tested At:: https://TestMy.net
Validation:: https://testmy.net/db/122eoT3sG
Client Stats:: https://testmy.net/compID/2308592723632
Test Time:: 2023-10-12 13:23:49 Local Time
Client Location:: Prosperity, SC US https://testmy.net/city/prosperity_sc
Target:: Dallas, TX https://dallas.testmy.net
Client Host:: Hughes Network Systems https://testmy.net/hoststats/hughes_network_syste
Compare:: 8% < client avg, 100% < host avg, 100% < city avg, 100% < country avg, 100% < world index
1MB Download in 56.89 Seconds - 1GB Download in ~16 Hours
This test of exactly 0.09 MB took 5.469 seconds to complete
User Agent:: Mozilla/5.0 Windows NT 10.0; Win64; x64; rv:109.0 Gecko/20100101 Firefox/118.0 [!]

[Remy]

hellovolchitsa,

Thanks for following up! We're sorry to hear the technician visit didn't fully solve your ongoing issue. I'd like to see if a modem swap will do the job. We're interested in seeing if this resolves the issue before escalating it further. I'll be sending the modem with all fees waived. Please expect the replacement soon! You can use its box to return the old modem. For your convenience, the return label is included in the outer pouch. 

Let me know how the new modem works out for you!

Thanks,
Remy

[hellovolchitsa]

It took me almost two hours to finally get it to load the reply for I could reply.

This is great - hopefully it will help. Can you tell me when I can expect this new modem? It will also be wi-fi capable and such, right?

[Remy]

hellovolchitsa,

I would expect to receive it within the next couple days! It will be a HT2000W, meaning the modem will have the same built in WiFi router that your current modem has!

Thanks,

Remy

[hellovolchitsa]

Received Friday afternoon. Friday, it worked as normal the entire day - even faster than normal in FAP so I didn't want to mess with it. Saturday, was back to issues, but it was raining. Sunday (today) was clear and back to problems, so I installed the modem. After almost four hours, and an hour on the phone, finally got the new one working properly. Hopefully, this ends these issues. I will update tomorrow after the data the phone representative put on my account is used. Thanks for the quick shipping.

[Satellitesucks]

Nice to see someone is getting help instead of being told that your equipment is not old. If your stuff is more then 2 years old it is outdated, no matter how many software updates you get. 

[maratsade]

What silliness. 

The mods here are very helpful.  If you have a tech or account issue, go to the appropriate area, write a polite post outlining your issues, and you will be helped as well. 

[GabeU]

---

@Satellitesucks wrote:

Nice to see someone is getting help instead of being told that your equipment is not old. If your stuff is more then 2 years old it is outdated, no matter how many software updates you get.

---

What an utterly ridiculous, stupid and flat out incorrect statement. 

[hellovolchitsa]

So today, even while mostly cloudy, it is working fine. I am not 100% convinced it's fixed until a few days like this, but so far, it seems like the modem was the issue. Thank you so much for all the help!

[hellovolchitsa]

And now today, it is mostly clear and it has barely been working since 3AM - even with data from the bonus zone. I cannot once again even get the "testmy" website to finish loading. It never downloads *if* the website even loads at all. I've been refreshing for twenty minutes or so trying to get it to work. This is getting to be really frustrating.

[hellovolchitsa]

Managed to get this just after this post:
:::.. Download Speed Test Result Details ..:::
Download Connection Speed:: 81 kbps or 0.1 Mbps
Download Speed Test Size:: 480 kB or 491520 bytes
Download Binary File Transfer Speed:: 10 kB/s
Tested At:: https://TestMy.net
Validation:: https://testmy.net/db/UjuK9hidk
TiP Measurement Summary:: Min 0.02 Mbps | Middle Avg 0.12 Mbps | Max 0.42 Mbps | 162% Variance
Client Stats:: https://testmy.net/compID/36927797294697
Test Time:: 2023-10-18 11:22:59 Local Time
Client Location:: Efland, NC US https://testmy.net/city/efland_nc
Target:: Dallas, TX https://dallas.testmy.net
Client Host:: Hughes Network Systems https://testmy.net/hoststats/hughes_network_syste
Compare:: 100% < host avg, 99% < city avg, 100% < country avg, 100% < world index
1MB Download in 2 Minutes - 1GB Download in ~29 Hours
This test of exactly 0.47 MB took 49.086 seconds to complete
User Agent:: Mozilla/5.0 Windows NT 10.0; Win64; x64; rv:109.0 Gecko/20100101 Firefox/118.0 [!]

[Remy]

hellovolchitsa,

Thank you for following up! I'm glad the modem arrived promptly, and was able to be fully set up. Is this the first time you've had issues with FAP following installation of the new modem?

Thanks,

Remy

[hellovolchitsa]

Yesterday it was also bad but it was a bit cloudy and I was dealing with stuff, so I wasn't constantly at the computer to really keep messing with it until later. It was also a problem then; Monday it worked fine (as well as Sunday night after the hour long phone call to install it manually.) So Tuesday it was messed up, Wednesday I had time to come in and post. It's back to barely working at all and hasn't since Tuesday morning. Even when I entered Bonus Zone last night, it never sped up, even if I had data - always was barely loading anything. I did restart the modem, the computer, change browsers, etc. the works all over again. No change to how it is working.

It also sometime Monday dropped the '5g' connection and now only the 2g shows up. I changed nothing. It kicked me off/went down, and when it came back up, 5g option was gone and only 2g was available.

[GabeU]

@hellovolchitsa 

Just for the sake of troubleshooting, do you have a device that you can connect directly to the modem via ethernet cable to see how it tests in comparison to the WiFi connected devices? I don't know that WiFi is the problem, but again, just for the sake of troubleshooting. 

If you already mentioned that you tried something like this and I missed it, please disregard this reply. 

[hellovolchitsa]

I just went to test it with my laptop because this is a good suggestion and the problem persists even when connected with the cable that came with the new modem. It's the same laggy internet that tests 0.01. (I couldn't get it to load this for I could post from it or share directly, but it was similar to the speed test above)

[GabeU]

---

@hellovolchitsa wrote:

I just went to test it with my laptop because this is a good suggestion and the problem persists even when connected with the cable that came with the new modem. It's the same laggy internet that tests 0.01. (I couldn't get it to load this for I could post from it or share directly, but it was similar to the speed test above)

---

That's unfortunate, though at least it rules it out. 

I hope they can figure out what's wrong soon. 

[Remy]

hellovolchitsa,

Thank you for following up! I have sent a private message regarding your ongoing issues. Please let me know if you've received it!

Thanks,

Remy

[hellovolchitsa]

Token received and now here is where I am (ten minutes ago or so it would not load at all):

:::.. Download Speed Test Result Details ..:::
Download Connection Speed:: 45675 kbps or 45.7 Mbps
Download Speed Test Size:: 65.7 MB or 67229 kB or 68842721.28 bytes
Download Binary File Transfer Speed:: 5709 kB/s or 5.7 MB/s
Tested At:: https://TestMy.net
Validation:: https://testmy.net/db/34fMuFYYX
TiP Measurement Summary:: Min 39.82 Mbps | Middle Avg 46.42 Mbps | Max 56.05 Mbps | 27% Variance
Client Stats:: https://testmy.net/compID/45203551213701
Test Time:: 2023-10-19 12:13:40 Local Time
Client Location:: Galax, VA US https://testmy.net/city/galax_va
Target:: Dallas, TX https://dallas.testmy.net
Client Host:: Hughes Network Systems https://testmy.net/hoststats/hughes_network_syste
Compare:: 3% > client avg, 77% > host avg, 3% > city avg, 66% < country avg, 35% > world index
1MB Download in 0.18 Seconds - 1GB Download in ~3 Minutes
This test of exactly 65.65 MB took 12.067 seconds to complete
User Agent:: Mozilla/5.0 Windows NT 10.0; Win64; x64; rv:109.0 Gecko/20100101 Firefox/118.0 [!]


I have not gotten anything about a private message and not sure how to access to look unless I'm just moving too quickly

[Remy]

hellovolchitsa,

You are able to send me a private message here: https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584

Thanks,

Remy