No email, connectivity issue

I’m going to try and do this but as I said before I am technically challenged! I will do my best to figure it out!!!

Tiaduffey

First, please go back and edit your email address out of your post.  This is a public website.  NEVER post your email address on a public website.  Click on the three dots on the upper right of the post and edit it through there.  

So you access your Xfinity email through Xfinity Connect, and your HughesNet email through your Safari browser?  Have you tried signing in directly at the websites for the emails in question to see if you are getting the emails there?  

GabeU, I have done everything suggested! I’ve done it on this site, I’ve done it on phone with Hughes Net, I’ve done it on phone with Comcast. Nothing has helped yet! Yes, I may be a bit technically challenged. I don’t always understand what you are saying and you don’t always understand what I am trying to say. I will try again! I am on Hughes Net but always have used my safari stamp to go to my email! It is comcast/xfinity. When I go to my stamp to get my mail they either don’t come in at all or come in with no body to it! The body message says this mess. Has not been downloaded from server. If I go to xfinity connect which I downloaded because xfinity thought I could get my emails that way, I open emails and  it says  no network could be detected. Please make sure you are connect and try again 102002. my internet works just can’t use my email properly or open App Store. A couple times my App Store worked for just a few minutes, then won’t work again. Sometimes I get some email in but no body. My last email came in at 12:42 today but no body, says this message has not been downloaded from the server. My App Store and email work perfectly at my neighbors who are also on Hughes net. Emails also don’t work on my husbands IPad nor does the App Store where we update our apps. Laptop can’t get emails either! I don’t know what else to say or how to make it any clearer! I’ve been doing speed tests which I left on a message to Amanda I believe. I will put some on here for you to see.

7:47 p.m. download  4.7.      Upload 1.1 mbps

8:10p.m.                    20.1 mbps.        191 kbps

10:32 p.m.                  21.6 mbps.         140 kbps

9:12 a.m.                    18.7 mbps.          189kbps

1226 p.m.                    17.4 mbps.          1.1 mbps

5:45 p.m.                       14.8 mbps.        1 mbps

10:23.p.m.                     381 kbps.                132 kbps

7:08 a.m.                       12 mbps.             174 kbps

4:41 p.m.                        15.4 mbps.           143 kbps

8:08 a.m.                         11.5 mbps.            179 kbps

12:48 p.m.                      21.4 mbps.             186 kbps

3:23 p.m.                       23.6 mbps.               163 kbps

I hope this makes it clearer!

I did do the test the other guy told me to do, think his name was Mark? I’ve also done that with Hughes on phone and with Comcast/xfinity! Hughes on the phone was no help and never have been! I spend 2 or 3 hours on phone and get no where and they put me on hold many times! My Comcast email has worked for 3 years on Hughes in the past using it the same way I am trying to do now! I have no Hughes mail! Usually use just the stamp thru safari on Comcast email. Only recently downloaded xfinity connect to try and get email as Xfinity suggested that on phone. Comcast and Xfinity are the same company.

I did edit my email and take out my email address. Thank you for telling me that!

Tiaduffey

Okay, that does make it a bit clearer.

- You have HughesNet, and only HughesNet, as your ISP (internet service provider).

- You normally get your email through your Safari browser.  Your email is Xfinity (which is Comcast). 

- You subsequently tried to get your emails through the Xfinity Connect app, but you're not able to get them properly through that, either. 

- Your App Store is also not connecting properly.  

Now, your download speed looks okay (save for one), but your upload speed doesn't.  I found your last download and upload speed tests on testmy.net, and there are a couple of issues with the way the tests are being done, which could end up giving incorrect results, but we'll get to that later. 

When you go to the following page, do you see any State Codes listed?  http://192.168.0.1/limited.html#!/state_code/state_code_monitor  

They will be where the red box is in the following picture.  If you see any state codes listed, please let us know what they are.   

Edit:  I forgot to ask, do you have a computer, whether a desktop, laptop or notebook, that has the ability to connect directly to the modem with a LAN cable, and do you have a LAN cable with which to be able to do so?  

This all sounds good! I do not see anything there. What should I see, it’s empty like in your picture, a big green circle below. I have my laptop connected directly to modem, that is what the tech who reconnected me suggested. I think you are getting the picture now, sorry if I didn’t make it clear but have sent so many reply’s to you and Amanda and things probably got mixed up!

GabeU I just checked my laptop and both my husband and I have emails with the body in it! First time ever! We both however don’t have them on both our IPads?

Tiaduffey

If you don't see anything in the state codes that's good.  State codes help to point to different kinds of communication issues, or faults in the HughesNet equipment, and similar things.  Not seeing any indicates that there aren't any problems with the equipment or its basic communication to the satellite, or at least from what we can see.  The reps have the ability to see deeper into your HughesNet equipment than we can.    

Now, regarding what appears to be low upload speeds:  it could be related to the email issue, but I can't really say for sure, as I don't know, but the upload speeds definitely appear to be low.  Low upload speeds can cause odd issues, but again, I can't say whether it's causing the email problems or not.  

As of right now, you have a couple of options.  You can wait until the reps get back and find out what they have to say, or you can run a few more speed tests in the meantime.  However, if you do decide to run some speed tests, which they may need, they will need to be run a bit differently than the way you've run the ones you've already done.  They should be run with a single device (computer) that's connected directly to the modem with a LAN cable (NO WiFi), and with the WiFi in the HughesNet modem disabled.  They should also be run while signed into an account at testmy.net that you create.  This way all of the tests are saved in a single location, making it easy for the reps/engineers to view your tests, and each test's individual information.  I'm going to tag a couple of the reps so that they will be sure to see this thread and reply to help.  Again, though, they aren't back online until Monday, and it can take them a day or so to reply.  

The speed testing protocol is as follows....

To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform 3-5 tests during different parts of the day, then share the account results link with us here.

Most important points to remember during this test:
-do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)
-disable the WiFi while the speed tests are being performed
-use the manual 25MB size download test file 
-If testing upload instead of download, please use the manual 4MB size upload test file
-space each test at least 5 minutes apart
-post your testmy results URL here, it may look something like http://testmy.net/quickstats/yourusername

For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

The Reps are on M-F from approximately 8AM to 5PM Eastern. They will be the ones to address your speed issues, but they will need these tests to do so.

If you are unaware of how to disable the WiFi in the HT2000W, please see "How do I manage my built in WiFi modem?" in this PDF.  Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).  

Tiaduffey

With the tests, after you create the account at testmy.net and are signed in, click on Download Test at the top, then select the 25MB test size from the Manual Test Size.  Then the test will run.  

Then, for the upload test, click on Upload Test at the top, and choose the 4MB test size from the Manual Test Size.

And you can just do a few of them at different times of the day, barring too much inconvenience, of course.  

The tricky part is probably going to be disabling the WiFi in the HT2000W modem.  Make sure you do this BEFORE you run the speed tests.  

1.  Go here...  http://192.168.42.1/login.htm

2.  Use admin as the password, and click LOGIN.

3.  Make sure you're on the 2.4GHz tab, uncheck SSID Enable, and click Save Settings. 

4.  After it saves, click on the 2.4GHz Guest tab, uncheck SSID Enable, and click Save Settings. 

5.  After it saves, click on the 5GHz tab, uncheck SSID Enable, and click Save Settings.

6.  After it saves, click on the 5GHz Guest tab, uncheck SSID Enable, and click Save Settings.  

7.  After it saves, you can click Logout on the far upper right, or just X out of the page.  

Then run your speed tests.  If you can, you should get a few tests per batch, say 3-5 in the morning, 3-5 five in the afternoon, then 3-5 in the evening.  Again, that's if you can.  If not, just when you are able.  And make sure you space the tests at least five minutes apart.  You can do a download test and an upload test immediately after, but the same type tests should be spaced at least five minutes apart, so if you want to, you can do a download, then upload, then wait five minutes or so, then do another set, then so on.  

When you want to re-enable your WiFi, use the same steps as when you disabled it, but re-check the box for SSID Enable instead of unchecking it.  And do the same for all four tabs, as in 2.4, then 2.4 guest, then 5, then 5 guest. 

And remember, when your WiFi is disabled, it will cut off the connection to all of your WiFi connected devices.  They should reconnect when you re-enable the WiFi.  

And I apologize for having to do all this when you speed test, but disabling the WiFi during the testing ensures that nothing is sapping any bandwidth via WiFi while the speed tests are being run.  The LAN connection is also the strongest, which is why speed testing is requested to be done with a LAN cable connected device.  

Hope this helps.  :)

P.S.  Once you do this a couple of times you'll start remembering it, making it easier.  Also, you can get to the WiFi settings another way, too.  You can go to the following address, which is the System Control Center, and click on WiFi Settings on the left.  It will take you to the page where you enter admin as the password.  

http://192.168.0.1/#!/usage

Edit:  I keep the System Control Center in my browser's Favorites, as it contains info I can use, plus it's the jumping off point for many things.  If you want to do the same, just click on that link and once you're on the System Control Center add it to your browser favorites (I don't know how that's done in Safari).