About Liz

Liz

Hi RiverDog, Thank you, I do see in your test results that no new tests with the 25 MB file size were recorded. Looking at your account now, I do see that you have the data tokens applied. So did you try to run a few individual speed tests using the 25 MB file size (not including the 12 hr test, we normally don't request those) while running on token data? I'd like to confirm what speeds you're getting while using token data. -Liz

Liz

Thanks for the link, this helps. I also appreciate your patience and understanding. Regarding your Voice service, thankfully, whether you have data or not, your HughesNet Voice service will still work. -Liz

Liz

Thanks RiverDog. Do you have your testmy.net results URL? That way we can keep track of all your results in one place. Were these run using the 25 MB test file size? If not, here's how to select the 25 MB test file size for your download speed tests. I'll send you another token, I want to be sure you're using the token data while running a few more speed tests. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Hi Zoose, Thank you for your patience while we worked on your case. We're dispatching a different tech to move your modem and replace the cable. Please expect your local dealer to reach out and schedule an appointment. Also, check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your other concerns. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz

Hi Zoose, I'm glad you found the community, thank you for posting. I'm sorry to hear this, I know that's frustrating when you're trying to conduct business. I ran diagnostics on your site just to be sure there isn't anything outstanding that I can address on the spot, but the HughesNet equipment is working well and currently delivering 32.88 Mbps in download speeds to the modem. We can address this situation for you; I've escalated your case to our corporate engineers for their input. I'll post back once I have news from them to share. Your patience and understanding are much appreciated. Thanks, Liz

Liz

Hi Angrycon192, Thanks for trying. Let me inquire with our engineers to see how congestion is in your area. To me it doesn't seem like an equipment issue if you're able to stream on your smart TV over wifi. I'll keep you posted once I have any news to share. Your patience is much appreciated. -Liz

Liz

Good morning Angrycon192, I see it's your first post here, so welcome to the community! We can certainly help you out here. I pulled up your account to run diagnostics and the HughesNet equipment is working well, currently delivering 32.29 Mbps in download speeds to the HughesNet modem. I also see that there's a Roku smart TV connected via the 2.4 GHz network which also has a healthy connection to the network. Where shall we start? You initially mentioned not being able to connect a phone, I'm assuming you mean it's not connecting to the wifi network? Please try these steps to connect to the wifi network and let me know where exactly in the process you run into a roadblock. If you see any error messages, please also let me know what they are to help me narrow my focus. If you rather look into the Netflix issue, please provide me with more details so I get a better idea of what's happening. Are you trying to stream Netflix via the Netflix app on that Roku smart TV? If so, is the smart TV software up to date? Do the individual apps on the smart tv need to be updated separately? If so, make sure Netflix is updated. Another thing to try in the meantime is test plugging in the tv directly into the modem temporarily for troubleshooting purposes. While directly connected with an ethernet cable, any difference in accessing/streaming Netflix? What exacly happens when you try to open Netflix? Does it even open? Or does it just buffer when you try to watch something? Any error messags? If so, what? Your cooperation, patience, and understanding are much appreciated. -Liz

Liz

Good morning Levon0079, I'm glad you found the community, thank you for posting. I'm sorry to hear that- I pulled up your account to see if there was anything open sooner, but what you have is already the earliest available. August 10 and onwards are the only open dates now. -Liz

Liz

Good morning RiverDog, Thank you for the additional information. It's slow because you're still subject to the Fair Access Policy. I see you still have the complimentary token I provided. Is that visible on your end? If you log into your account and navigate to MyAccount > Usage, and click Buy Token under the Usage Meter, you should see that there's a token available for you to use to restore regular speeds. Until you use a token or wait until the data allowance resets on the 26th, speeds will be reduced. If you can't see the free token, please let me know. -Liz

Liz

Thanks. I'm seeing something connected to the modem called "Archer_C7" with bad device health with high packet loss according to the diagnostics. Is that the computer you're using? Do you have another device to test with the modem or on the network to see if speeds are consistently slower than normal on other devices? For your convenience I've sent you a complimentary token to apply to troubleshoot while outside of the Fair Access Policy. -Liz

Liz

Ah, hold on, the diagnostics did finally complete. Looks like you're currently under the Fair Access Policy and have been so since June 29. Does that line up with when you noticed the slower speeds? -Liz

Liz

Thanks for the clarification RiverDog. I ran the diagnostic right before posting a little over half an hour ago. Tried running it again now and still can't reach the modem. I can dispatch a complimentary tech at the earliest available slot to review your site and address any issues. Do you have a preference for morning or afternoon visits? -Liz

Liz

Good morning RiverDog, Thanks for reaching out. I tried running diagnostics on your site but can't communicate with the modem. Do you occasionally leave the modem disconnected? -Liz

Liz

Good morning stevewinwood, It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you. Thanks, Liz

Liz

Aw poor pups and kitty. I've only had a cat once, but I didn't realize til recently that there was Xanax for pets o_o -Liz

Liz

Oh I bet! I love fireworks, but I do feel bad for the people and animals who have a hard time with them. -Liz

Liz

I hope everyone had a safe, fun, and relaxing 4th of July! Anyone do anything exciting? Did you catch that fireworks explosion in Ocean City, MD? Or do you usually escape the fireworks to a remote place for a quiet respite? I went to a nice gathering with lots of food and family, which was the first time we were able to do so in over a year. We didn't buy fireworks, but we used some old sparklers from a couple years ago, and watched neighbors' fireworks going off in the neighborhood. As epic as the DC 4th of July fireworks are, I can't imagine driving over there to watch. I no longer care to deal with the crowds and the traffic, at least not for fireworks. I already have one awesome DC 4th of July fireworks memory, and that's good enough for me LOL! This was many years ago, so I don't remember what the plan was... I just remember riding at night on 395 in Crystal City, right next to the Pentagon. Perhaps we were looking around DC, besides the Mall, for a nice viewing spot. However, it was already time for the show, and the fireworks began. We could see them from the car, and soon traffic slowed to a crawl, then finally to a complete stop. At that point as the fireworks were underway, everyone got out of their cars and watched the skies. Felt surreal, being on a typically busy highway which was now a parking lot. It was pretty great. :D -Liz

Liz

I love painting too, Felicia! I'm participating in a couple art challenges for this month where the themes are ocean creatures and other nautical things. I think I've only painted a silouette of boat once before... this will be interesting. As for baking... I like cookies because they're relatively quick and easy to bake; oatmeal chocolate chip cookies are a family fave. Milk bread is another satisfying thing to bake, so squishy and delicious- a loaf of that doesn't last long in my house! maratsade, have you had success growing veggies? I think the idea of homegrown food is awesome, but I'm not sure I have the patience for it LOL Gabe, I'm the same way ahaha. With a vast sea of information at your fingertips, it can be easy to fall down many rabbit holes. XD A long form article about the British monarchy came across my Twitter feed and it sucked me in. I got sidetracked and looked into all the current and historic Royal Standards of the UK because I didn't know what the article meant by "Royal Standard". XD -Liz

Liz

Long time no post! This article was brought to my attention and it actually has some interesting infographics on it about hobbyists' reliance on the internet. I'm curious, what hobbies do you have for which you use the internet a lot? How do you use the internet with your hobby? Or do you not need the internet at all? If the latter, I'm super interested in hearing what hobby that is and why. For example, I picked up baking while in quarantine and found all my recipes by Googling or via Instagram. I'd follow the recipe on my phone as I worked in the kitchen. Sometimes I'd share progress pics and vids in my Instagram stories. If the end product looks photogenic then I'll post it on my feed. Hope to read about your pastimes! -Liz

Liz

Good morning stevewinwood, I'm glad you found the community, thank you for posting. Diagnostics on your site show the HughesNet equipment working normally. I do see that the one device connected to wifi, a MacBook Pro, has a poor connection. I'd try moving it closer to the modem to see if there's any improvement there. The 5 Ghz network, while stronger, has a smaller range than the 2.4 GHz network. Please keep in mind that even when subject to the Fair Access Policy, the reduced speeds are shared among any connected devices, so even if you still have just 2 connected and you're getting 1 Mbps, that's only 500 kbps between them if they're both active. Since you mentioned you normally run out of data within the first week, I'd consider upgrading plans. You have 30 GB and 50 GB plans available and can upgrade yourself online if you click on the Shop/Upgrade option in the top menu. Just a thought. -Liz

Liz · ‎06-22-2021

You're welcome! Please don't hesitate to reach out again if you need additional help. Thanks, Liz

Liz · ‎06-21-2021

Good morning wvfreedom, Thanks for reaching out again, I understand your reluctance to call in. So what I've done for now is expedited a new, complimentary ATA and waived the $29.95 expedite fee. You can check if the new ATA makes a difference, however, if it does not, we do need to get on live call, regardless of how garbled the audio is because that's precisely what our engineers are looknig for and would like to capture data as it's happening. This is why I offered to have our corporate engineers assemble and help you last time. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎06-21-2021

Good morning Juiceman44, Thank you for reaching out, I'm sorry to hear that, that's certainly disappointing after only having it a few days. I've sent you a new, complimentary wifi booster, so please expect it soon. -Liz

Liz · ‎06-18-2021

Good morning Louie, It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you. Thanks, Liz

Liz · ‎06-14-2021

Good morning mocobe, I see it's your first post here, so welcome to the community! Glad to see you called in and got a site visit lined up to restore your internet connection. I hope it goes well, please don't hesitate to reach out again if you need any other assistance. Thanks, Liz

Liz · ‎06-14-2021

Good morning cturner828, I see it's your first post here, so welcome to the community! Glad to see you did call in and got a site visit lined up to restore your internet connection. I hope it goes well, please don't hesitate to reach out again if you need any other assistance. Thanks, Liz

Liz · ‎06-14-2021

Good morning DanTheMan, We're closing this thread since we never got a reply from you. If you or anyone else reading this still have concerns and would like to work with the community in addressing them, please start a new thread and include a detailed explanation so we can more effectively help you. Thanks, Liz

Liz · ‎06-11-2021

Hi Louie, Thanks for reaching out, did you try re-adding the HughesNet account to see if the issue persists? Let me know how it works out. -Liz

Liz · ‎06-09-2021

Hi MARK1111, This community is geared towards our residential customers; the moderators have limited capabilities with business accounts. If your account number starts with "SME", please call 800.347.3272 for support. We appreciate your understanding. -Liz

Liz · ‎06-09-2021

To add on to the great info being shared already, this explains it for a regular internet user, as opposed to a website owner: https://us.norton.com/internetsecurity-how-to-your-connection-is-not-private.html#notprivate -Liz

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About Liz

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