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Unable to stream still (Update)

Assistant Professor

Re: Unable to stream still (Update)


@Kaiserfamily wrote:
Tech support came out tonight. We had our channel switched from 19 to 17 along with our polarization. When tech left we were running download speed of 45 MBS. Within 30 minutes of him leaving we dropped to 14MBS and had already used 1 gig of data doing nothing. We are now 3 hours from him leaving with no one on internet and have used 3 gig of data. That much data usage with no one on internet seems unrealistic therefore I feel the problem has not been resolved.

Does the modem status say Software Download Status is "Up to date" with a green check mark? Otherwise, what is the state code?

 

If the state code is fully operational, are you certain that 3GB wasn't something updating and/or an on-demand movie downloading, and that the overall speed dropped because that was going on simultaneously?

 


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Sophomore

Re: Unable to stream still (Update)

Technician checked everything out and said all checks passed with green check marks. By 6:00 am this morning we were at a 3.15 gb used. No one is at home with no devices currently connected and we dropped another 100 mb. Any suggestions on what to check for with this data loss or are my expectations incorrect? Do we always lose data even if nothing is powered on and pulling data from internet?

Assistant Professor

Re: Unable to stream still (Update)

Doesn't matter what the technician said when they were there, the problem is happening now.

 

The answer you're looking for is on the web page that I directed you to. I asked several questions about what was on it which would then answer your question.

 

Secondly, are you absolutely certain nothing's connected? Have any DirecTV or Dish boxes connected via wifi? Those are always connected and doing things. How about anything else (e.g., Cameras, appliances) via wifi? Are all computers actually off and not just in sleep mode/hibernation? For example: A closed lid on a laptop doesn't mean it's fully powered off and will still attempt to update itself.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Professor

Re: Unable to stream still (Update)

 

To be absolutely sure nothing is powered/pulling data, unplug the modem from the wall.  No power, no wifi, no internet, no data loss. 

 

@Kaiserfamily wrote:

Do we always lose data even if nothing is powered on and pulling data from internet?


 

Assistant Professor

Re: Unable to stream still (Update)

Anything like a Chromecast or Firestick that is always powered on?

 

Power off everything that connects to the internet except the modem, and write down what you have left for data on the meter before doing so. Leave it set for an hour or so, or while you're away. Connect a computer or tablet and look at the meter again to see what the use has been while everything was off. If very low to none, then it has to be some device on your end using the data.

Sophomore

Re: Unable to stream still (Update)

Awesome idea. For some reason I never thought about that. I will unplug and slow start bringing devices back on line to track it down.

 

Sophomore

Re: Unable to stream still (Update)

Download speed 1.48 mbs with 46.56 gig available on data plan.
Moderator
Moderator

Re: Unable to stream still (Update)

Kaiserfamily,

 

I'm happy to hear that the technician was able to resolve the primary issue you were having and I see that the community has given you great advice on how to track down what may be using your data!

 

After running speed tests from my end, everything looks good and the system seems to be functioning normally. The results I'm getting are 26.4Mbps download and 2.5Mbps upload. What website or application are you using to run your speed tests? HughesNet will only accept testmy.net and the official HughesNet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys. 

 

-Jay

Sophomore

Re: Unable to stream still (Update)

I was using spped test and then I read your post. Here is what I get from testmy.net. All green check marks, no one on the internet, no devices connected, and plenty of data.

 

Screen Shot 2018-12-12 at 9.30.02 PM.png

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Distinguished Professor IV

Re: Unable to stream still (Update)

@Kaiserfamily

 

First, look here to be sure nothing is connected, or was connected, that you aren't aware of.  With you using as much data as you are, this is a very real possibility.  Sometimes people connect things via WiFi and then forget that they're connected.  

 

Secondly, when running speed tests for troubleshooting purposes, it's best to use a single devices that is connected to the HughesNet modem with a LAN cable.  It is also advised to disable the WiFi, at least while running the tests, to ensure that nothing is sapping any bandwidth via WiFi, which will skew the result if there is.

 

To disable the WiFi, see 5.c. under "How do I manage my built in WiFi modem?" in this PDF.  Be sure to click "Save Settings" after unchecking "SSID Enable" for each radio individually.  In other words, uncheck "SSID Enable" for the 2.4Ghz radio, then click Save Settings, then do the same for the other three (2.4Ghz Guest, 5Ghz and 5Ghz Guest), one at a time.  The reason for this is if you do two or more at the same time, then click "Save Settings", the settings won't hold, so you have to do each one individually.  Kind of a pain, but it is what it is.  Also, be sure to perform these actions with a LAN cable connected device, not a WiFi connected device.  Then run your speed test(s) with your LAN cable connected device.   

 

As well, when you run the tests, it would be best for you to run them while signed into an account you've created at testmy.net, as it will save the test results in a single location so they can be looked at by a rep or engineer, if they need to do so.  Also, make sure to use the manual 25MB test size for download tests and the manual 4MB test size for upload tests, if you run any upload tests, that is.  


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