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No email, connectivity issue

Freshman

Re: No email, connectivity issue

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!

Freshman

Re: No email, connectivity issue

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?

Distinguished Professor II

Re: No email, connectivity issue

@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).  


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: 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!!!

Distinguished Professor II

Re: No email, connectivity issue

@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.  

 

Screenshot (60).jpg

 

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

 

Screenshot (61).jpg  

 

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.  

 

Capture1.JPG

 

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.  Smiley Happy

 

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).   


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
Alum

Re: No email, connectivity issue

Hi Tiaduffey, thanks for posting! 

 

After pulling up your account, I ran some diagnostics and currently your equipment is in great condition; I see everything is fully operational, so a technician is not necessary to resolve your issue.

 

You mention you're able to view some pages, such as Facebook, but based on what you've shared, it sounds like you're only having issues accessing Apple; is there anything else besides Apple you can't access? In addition, you mention your neighbors are also using HughesNet with no trouble, so I would reiterate that it sounds like an issue with Apple.

 

I would recommend contacting Apple for assistance, they will be more knowledgeable with Apple related products. If you have other concerns, I'd still be happy to address those with you! 

 

Regarding the Comcast app email issue, it appears this has been an ongoing issue since last year: https://forums.xfinity.com/t5/Xfinity-Connect-App/xfinity-connect-app-will-not-open-emails/td-p/2977...

-Brooke

Freshman

Re: No email, connectivity issue

It changes! Can’t open my weather app, can’t use my blink camera, can’t watch a full clip on Facebook,etc etc. it is not Comcast, it is slow speed. I already called them and can’t even get email from their app xfinity connect, they told me to download. Emails come in once in awhile but no body. Come in sometimes on my laptop but not always. Upload is a problem!

Senior Instructor

Re: No email, connectivity issue


@Tiaduffey wrote:

can’t use my blink camera


Well there's a new piece of information... You didn't mention you had an HD-video capable camera running on your network along-side your Apple devices. Have you tried temporarily removing the camera(s) completely from the wifi to see if that fixes the problem? It may in fact be loading your network down so much that nothing else will work, that is, if it's not eating away at all of your data allowance.


* 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.
Freshman

Re: No email, connectivity issue

No, just hooked camera up, it’s not the camera, but am taking it off since it does not work. It is my upload speed, eventually mail comes in but no body to it, App Store might work about once a week then quits again! Mail won’t come in at all, then it does but no body. Some things won’t open then they do. Been fighting with this since I got reconnected! Just want it to work. Last year my camera worked fine! Last year everything worked, but mail started not opening. would not open at all, that started in Oct. then I left for the winter. Last year it was only the mail. Would never open. This year will not work consistently for anything!  GabeU was going to send my speed tests to you so you could see my Uploads are BAD!!! If it’s not mail it’s App Store or weather apps, or????? Many things have not worked at one time or another. It is not a Xfinity problem, it is my uploads! Please tell me how we can get this to work! Took me from May until just about a week or more ago to get reconnected after they shut my internet down for no reason. Now I have dealt with this since reconnect. Need my mail to work! I should not have to pay when it is not working. Bill I due on and not want to pay if I isnot going to work. Please let me know if anything can be done to fix this issue. I have dealt with Xfinity and it is not a xfinity issue. It is not jut Apple stuff not working! Also I have a neighbor with 3 blinks working on her Hughes net with no problem.

Senior Instructor

Re: No email, connectivity issue

HughesNet has done diagnostics and there's nothing wrong between the modem and the ground station. Therefore, it's something you're using that's loading the system down. We've led you to the post on how to do speed tests and isolation tests in order to figure out where the problem is. We can't do any of that for you and we certainly can't read your mind.

 

I'm sympathetic, but without you giving us the appropriate feedback (e.g., specific results of tests) on what we ask you to do, I have no idea how to help you. Adding devices and talking about them not working later just confuses the matter even further. I can certainly guarantee 'upload speed' (unless you really mean 'download speed') is not the problem. I can't even figure out how @GabeU was going to send anyone the result of your tests, when you've not told him or anyone else how to find them.


* 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.