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Venting Frustration

leslierussell1
Freshman

Venting Frustration

OK.  I have had Hughesnet for a few years now, but over the last couple of months, I have had extremely slow internet and intermittent connection.  I will be working along and suddenly a pop up comes up and says I have no internet connection.  Ok, so I called customer service tech support.  They told me I needed to change my configuration to not using WiFi, but connect directly to the modem.  I said no, I have had this configured this way for years and it has been fine.  I was on the phone for quite a while and that support person did not help me at all.  We hung up and I felt frustrated but, kept going.  A few days later, still having the problems, I called again.  They tried to tell me the same thing, so I asked for a supervisor.  After several times of saying I wanted to talk to a supervisor, I got one and she told me that I needed to upgrade to Gen5.  I told her that every time I called they wanted more money, and she said no ma'am it is because you don't have the latest in what we are offering.  So, I went ahead and upgraded.  She was sending me a new modem for the Gen5.  OK.  So, we get the new modem and get everything all hooked up.  Within 2 days I have NO internet at all.  I call back and they decided to send a tech out the next day to see what the problem is.  I am VERY unhappy at this point.  The next day I wait, and wait, and wait.  No phone call, no tech, nothing.  So, I call customer support AGAIN.  After 5 tries of me calling back and going through that automated stuff, I finally get a human.  I ask where the tech is and they tell me one has not been assigned yet.  This is past noon.  So, while I am on the phone with him, he contacts someone and comes back to tell me that there will be a tech here in a couple of hours and "can you be around?".  I told him I really had no choice.  About an hour later, I get a phone call from some man asking me if I had talked to the tech.  No, I had not I spoke with customer service.  He says, "Oh.  I thought you talked with the tech.  OK, well he should be there within an hour."  Yeah, ok.  So in about half an hour the tech shows up and looks at the modem and then goes out and looks at the dish.  Comes back in and tells me he has changed out the transmitter arm on the dish and that should fix the problem.  OK, so I have internet again.  He runs a speed test and says everything looks great.  He leaves.  I get back to work, still slow connection, still intermittent connections, still, pop-ups saying I have no connection.  *sigh*  I figure ok, this is just what I have to live with.  Yes, I got the survey in the mail and yes, I made my frustration known on it.  Then, a few days ago I get a call from Brandon with customer support.  We talk about my frustration with all of this and he decides that the modem may be faulty and is going to send a tech out.  OK.  Next day, tech comes out.  Goes through all his testing and whatnot, he decides that my problems are because the dish outside is loose.  Tightens down screws or bolts or whatever.  Comes in and tells me all is fixed.  Gets out his laptop and runs several speed tests and they all come back looking great.  I get on my laptop...SLOW internet, intermittent connection, etc.  He has me physically connect to the modem, still slow connection, etc.  Goes into the task manager on my computer and sees that the CPU is at 100%.  Tells me "that is your problem.  Your CPU is using up all of your computer and that is what is making everything run so slow.  It shouldn't do that, but it is."  This is when I am just on the desktop and nothing is open, and it is using 100%.  And then he leaves.  So, now I am stuck.  I have no way of fixing the problem, and I still have slow connections, intermittent connections, and pop-ups telling me I am not connected.  *sigh*  And I have no one to help me fix this.

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16 REPLIES 16
maratsade
Distinguished Professor IV

Re: Venting Frustration

I can see how all that chaos could drive you batty. I will tag some Hughesnet reps who patrol this site and they will be able to work with you. These are corporate reps and so have broader powers.  I hope they can help your frustration disappear.  Keep in mind, though, that it's the weekend, so they may not be around until Monday.

 

@Amanda

@Liz

@Brooke

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BirdDog
Assistant Professor

Re: Venting Frustration

Your computer running constantly at full throttle can cause significant slowdown doing anything. You could have a virus or something else going on. Do you have anti-virus software installed and up to date?

 

The HughesNet tech is not dispatched to troubleshoot computer issues. Do you have somebody who is good at working on computers who could take a look at yours?

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leslierussell1
Freshman

Re: Venting Frustration

I know that it running at full throttle is not good  I just don't know why it is doing it.  When I go into safe mode with networking and run the speed test, it comes back with 29.24 Mbps download speed, which is what the tech got on his laptop.  And I looked and CPU usage at that point and it was almost nil.  Yes, I had thought of a possible virus, but  I do have antivirus up to date and running, so I don't think that is it.  No, I don't have anyone besides to come and look at it.  There is geek squad in Tulsa, an hour away, that I could take it to, but they cost too much for me to take it in right now.

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leslierussell1
Freshman

Re: Venting Frustration

Thank you maratsade.  I didn't really expect anyone to do anything, I guess.   I was just really venting my frustration and wanted someone to share in my misery.

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leslierussell1
Freshman

Re: Venting Frustration

Also, I know the Hughesnet tech isn't supposed to troubleshoot my computer.  He was just doing that because he wanted a "definitive answer", his words.

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maratsade
Distinguished Professor IV

Re: Venting Frustration

Don't give up, Leslie.  There are very experienced people on this site who can troubleshoot with you.  It's not quick, but it's the only way. BirdDog already suggested some stuff, and others will get on tonight and suggest some other stuff for you to try.  You're not alone, and you're not with phone help. You have a very supportive community here, and when the Hughesnet people are back, they will help too.   Edit: people care and they sympathize with you -- many have had problems that have taken some time to resolve and some hard sleuthing from the user and Hughesnet, so they know what you're going through.

 

Hang in there. 

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leslierussell1
Freshman

Re: Venting Frustration

Thank you, maratsade.  I'm not giving up.  And I did see #BirdDog's reply.  I'm just caught in between a rock and a hard place right now.  I am trying to get my college assignments and tests done, plus working online and the slowness and intermittent connections are frustrating.

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maratsade
Distinguished Professor IV

Re: Venting Frustration

I've been there, and it's not a good place to be.  I'm going to ping a couple of others and hopefully they'll get online and see if they can help you. I'm sorry I'm not one of the experts here.  I've learned lots of stuff, but I don't know enough to help you.

 

@GabeU

@MarkJFine

 

Fingers crossed!

BirdDog
Assistant Professor

Re: Venting Frustration

@leslierussell1

Rather than re-invent steps and write it all here please go here and follow the 9 steps for Windows: https://www.wikihow.com/Fix-High-CPU-Usage

 

The article is a bit dated showing Windows 7 but the procedure is basically the same for newer versions of Windows. The main thing being able to identify what process (or processes) is using a lot of CPU then take the necessary steps to stop the offending process/aplication.

 

What kind of computer do you have, what OS, and how much memory does it have?

 

This is just a start and hopefully some of the others here will jump in with their own pointers. In my experience a problem like this can sometimes take several hours to find the issue then totally fix what is causing it. Will take some persistance on your part.

 

Can not rule out a virus or malware even if you do have virus protection enabled on your computer. Do you have the Malwarebytes program installed on your computer?

 

Good luck and post back with any results/questions.