About Liz

Liz

Good morning Kim, Just checking in on your site and I see the tech visit was completed and that your bent dish was replaced with a new one. I ran diagnostics on your HughesNet system just now and I'm happy to see that all is working properly now. If you have any other concerns about the HughesNet service, don't hesitate to reach out again. Have a good weekend!

Liz

Good morning dripley01, We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Good morning erinjo0316, We're closing this thread since we never got a reply from you. What Gabe said is correct, the modem needs to be reconnected to update and display the correct usage info. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Hi singingfalls, Did the rebooting issue also happen when you had the HN9000?

Liz

Good morning folks Thank you for bearing with us as we investigated this. I was just informed by the head of engineering that a few days ago they rolled out a fix on beam 68. Yesterday those on beam 68, like maratsade and Mark, confirmed that this resolved their Microsoft connection issues. So now engineering will roll out the fix to the rest of the beams over the weekend, so all customers should be able to connect to Outlook and such in the coming days. Your speaking up and working with us definitely helped us reach a resolution which will benefit others, and we're very thankful for that. :) If you still have any concerns next week, by all means let us know!

Liz

Hi Cheri, Thanks so much for your patience while your sales call was reviewed. Please check your private messages (PM) in the top right corner of the community page as I've sent you a PM with details.

Liz

Good morning steveandkris, Thank you for your feedback as well, that's good to hear! I've passed this along to our engineers in case it helps shed light on anything. I'll keep this thread updated with any news I can share.

Liz

Good morning Kelley, You're out of Anytime Bytes, so as a courtesy I've sent you some complimentary tokens to help you download GlassWire and investigate your unknown data usage. To use your data tokens, access your Usage Meter (the application or online). Click the Buy Tokens button. The next screen will show you the number of tokens available for use. Click the Use link next to the number of tokens you have. This will increase your TOKEN BYTES AVAILABLE amount, not your Anytime Bytes, and restore speeds.

Liz

Thanks for your feedback so far! maratsade, do you have a timeframe for when you tested this earlier today?

Liz

Good morning Zack, Our testing crew has not attempted this type of scenario, so we don't have documentation that our HT2000w is compatible with fiber converters. We figure if that converter worked for you on the other satellite ISP's modem, the converter should theoretically work with ours too. We're not familiar with those devices, like if they're plug and play, but if not, perhaps whatever config you have may work on the other ISP, just not with ours.

Liz

Good morning folks, We appreciate your patience while engineering investigates. BrettL, MarkJFine, and maratsade please let me know if you're seeing anything different. Engineering is still doing more testing today, but we want to know your current experience. Your cooperation, patience, and understanding are much appreciated.

Liz

HD videos can use 3 GB per hour. Make sure your Netflix playback settings are set to standard (SD) or low definition to conserve data.

Liz

Hi Kelley, Thanks for posting screenshots, these help. What maratsade and MarkJFine suggested are good tips to follow first. Since you're using a HT1100 modem, I'm unable to see what's currently connected to it. Major culprits of massive data depletion are set top boxes like DiSH Hoppers and DirecTV devices. When connected to the internet, they are constantly communicating/updating, using data. We suggest disconnecting them when not in use. If you don't have one of those devices, you may want to look into using a third-party data monitoring program to help you pinpoint the programs on your PC that use the most data. Community members have suggested and used GlassWire, so feel free to ask them for tips on using it: https://www.glasswire.com Additional tips on data management and understanding data leaks can be found here: https://hninfo.us/datatips https://hninfo.us/DataLeaks

Liz

OK, thank you for this info kitnbob! I've sent this to one of the devs. If they need anything else, I'll let you know. Otherwise, drop a line here in the community if this happens to come up again.

Liz

Good morning singingfalls, I understand that trying another power outlet to see if the issue persists may be difficult, so please do so at your convenience. I'm looking at this case from 2016 when you had a HT1000, and you called in describing the same symptoms. I'm inclined to think that the power supply is the root cause, and I'll have to confer with my team and perhaps an engineer to confirm that this is likely what's going on. I see you had the HN9000 as well, was this happening back then with that modem too?

Liz

Good morning Zack, Thanks for posting. Very interesting setup. I've never heard of one like it, so let me ask around. I'll let you know if we've tested anything like that or have any insight on this.

Liz

Thanks Gabe, I edited for accuracy.

Liz

Hi singingfalls, Thanks for posting and providing that screenshot, I saved it to my computer for reference. I'd like to address your concerns, so please let me start with investigating your latest dispatches on 1/29/19 and 11/28/18. The one before that on 5/20/17 appears to be your Gen 5 upgrade, not a repair visit. Your cooperation, patience, and understanding are much appreciated.

Liz

Hi Froemke, Thank you for your patience while we worked to address your concerns. Please check your private messages (PM) in the top right corner of the community page as I've sent you a PM with further information.

Liz

Good morning Fletchdude, I'm glad you found the community, thank you for posting. Gabe's right, you can get help here too. I looked up your account and I'm pleased to see you were already able to get in touch with us this morning and have a dispatch scheduled for tomorrow. I hope it goes well!

Liz

Good morning kitnbob, Just pinging you for the info requested by our devs: Has this issue you initially reported happened multiple times in past?

Liz

Hi Kim, Thanks for posting, I can understand your frustration with that situation. I pulled up your account to investigate what happened, and to clear things up, you were transferred to a third party tech support service, Home Tech Support (HTS). The $150 annual coverage and $99 for a one time fix are HTS' fees. You were transferred there to address optimizing your Roku for best performance, since Roku is a third party device. HughesNet support is always free and primarily supports the HughesNet service and its equipment. One thing you can try regarding Roku connectivity is disabling Interference Mitigation in your Roku settings. Start up the Roku and get to the home screen. Press these 10 buttons quickly: HOME-HOME-HOME-HOME-HOME-FFWD-PLAY-REWIND-PLAY-FFWD Select “Wireless Secret Screen” from the menu choices Select “Interference” from the menu choices Choose “None” If you run into any issues with the above steps or have questions about those, it's best to contact Roku Phone Support: (816) 272-8106. Regarding the HughesNet equipment and service, I've run diagnostics on your system and found the equipment working normally. However, the speed the HughesNet modem is receiving is not where we would like it so I've decided as a courtesy to dispatch a technician to do a complete review of your site. Your dispatch is currently scheduled for our earliest available slot: Thursday, Mar 7, 2019 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #119061763 if you need to reschedule. Please let us know how the site visit goes.

Liz

Hi Cheri, Welcome to the community and thank you for posting. We can certainly look into requesting your sales call for review to determine whether the sales rep set the appropriate expectations. I also see that our phone reps who helped you recently already dispatched a tech to address your speed concerns. Let us know after your Wednesday appointment if your speeds have improved, I expect they should. Just to clarify, Hughes and HughesNet service different markets; Hughes-large companies and government, HughesNet-residential and small business. I'll post back once I get the results. Your patience and understanding are much appreciated.

Liz

Good morning Froemke, Depending on the sales source, the turnaround on the call review can take up to a week. Once I have any news to share I will post back. Your patience and understanding are much appreciated.

Liz

Good morning all, One of our lead engineers is already investigating this, and once I have any news to share, I will update this thread. I appreciate your patience and cooperation!

Liz

Hi Froemke, Welcome to the community and thank you for posting. We can certainly look into requesting your sales call for review to determine whether the sales rep set the appropriate expectations. I'll post back once I get the results. Your patience and understanding are much appreciated.

Liz

Good morning LV, We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Good morning LV, We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Good morning Jim63, We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

Liz

Good morning daveyerwin, We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

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About Liz

Re: Low connectivity error message and I have to p...

Re: test results

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Re: Modem reboots.

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