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gateway and acceleration problems

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Freshman

gateway and acceleration problems

My problem is that about 5 days ago, out of the blue, my internet connection started dropping connections to the gateway. Based on the gateway address I believe it's out of Salt Lake City.  I've verified and double checked all of my equipment to make sure it's not the problem.  My signal strength is good, yet when I go to "system control center".  It's verified that the dropped data ranges from 0% - 80% randomly.  When checked further, problems keep pointing back to associated gateway problems.  Is there anyway to change associated gateway to a different location other than SLC?

1 ACCEPTED SOLUTION

Accepted Solutions
Moderator
Moderator

Re: gateway and acceleration problems

Good morning macsretandme,

 

That sounds great! I've relayed your updates to engineering so they are aware. We're here if you need us.

 

Edit:
Engineering confirmed they did reconfigure something on your beam so that performance would be better.

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

17 REPLIES
Senior Instructor

Re: gateway and acceleration problems

Curious, when it goes out, what is the Statecode displayed on your system status?  There is no way to change what gateway facility you go through, they are hard-coded for each beam that covers a region.

Freshman

Re: gateway and acceleration problems

Here are screen shots of this time, 7:20 EST when the connection is going downhill fast:

problem pg 3.jpgproblem pg 4.jpgproblems pg2.jpg

this happened right before the system light went red and no connection.  Then all of a sudden it came back absolutely fine until the next "cycling"???

 

Assistant Professor

Re: gateway and acceleration problems

@macsretandme

 

If you know how, you shoud edit your SAN out of those pictures.  That's the number that starts with DSS.  That's your account number, and it's sensitive info, like your phone number or address.  You should never post your SAN on a public site.  

 

You can edit the SAN out using Paint.  


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Freshman

Re: gateway and acceleration problems

yes I realize that, should've done that.  But you haven't addressed my issue!




 

Assistant Professor

Re: gateway and acceleration problems


macsretandme wrote:

yes I realize that, should've done that.  But you haven't addressed my issue!




 


This isn't instant messaging, nor chat.  The reps can often take up to 48 hours or more to reply to an issue.  The reps are on M-F from approximately 8AM to 5PM EST.  @Liz @Amanda

 

As for your SAN, whether you edit it out of your pictures, or delete the pictures that contain them altogether, is your choice.  I was simply trying to save you from a possible future headache in the form of identity theft.  After all, again, that is your account number.  


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Freshman

Re: gateway and acceleration problems

there my acct # is taken off the images.  now can i get some help?

Moderator
Moderator

Re: gateway and acceleration problems

Hi macsretandme,

 

Welcome to the community and thank you for posting and sharing your screenshots, these help. I ran diagnostics on your site and currently all shows well with the HughesNet equipment. 

 

When you said "it came back absolutely fine until the next "cycling"???" does that mean you power cycled your modem to regain connectivity? If not, does power cycling the modem make a difference? What I mean is to disconnect the modem's power cord from its power brick for half a minute before reconnecting. Please let me know if the disconnects persist after that.

 

I will escalate your case to engineering in the meantime and post back once I have any additional instructions or updates for you.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Assistant Professor

Re: gateway and acceleration problems


macsretandme wrote:

there my acct # is taken off the images.  now can i get some help?


You go out of your way to help keep someone safe on the net and what do you get?  You get snark.  SMH.  

 

 


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Freshman

Re: gateway and acceleration problems

the "cycling" I'm referring to seems to be a pattern of connection/association with the server in Salt Lake City.  Connection performance will be absolutely fine, start declining, out altogether, then suddenly restored all in the same web browsing session and repeating the problem pattern about 10 - 15 minutes after continuing browsing.  Almost like a looping effect.  Everything I can think to test on this end with equipment checks out fine.  Running windows 7, Firefox Browser 57, Netgear wireless router, all operating normal, even when eliminating router, the problem persists.  My modem is an HT1100 Gen4, not ready to commit to Gen5 w/2 yr contract.  Disconnecting the modem from the power/computer and starting fresh does not correct the problem.