About Liz

Good morning KelinColumbus,   Thank you for reaching out. I pulled up your account and I see your account currently has a very recently opened case about this concern; looks like you're already troubleshooting this with one of our phone agents right now. Please let me know how that call turns out and if you need further assistance.   -Liz   ... View more

Hello CynthiaJ1024,    I'm glad you found the community, thank you for posting. We have some tips for Zoom, other popular educational tools, and working from home in general here if you haven't checked them out yet: https://www.hninfo.us/worktips   -Liz   ... View more

Hi fivespot,     I see it's your first post here, so welcome to the community! To piggyback on what maratsade said:   We understand this is a difficult period for many of our customers affected by recent events. HughesNet has implemented numerous prioritization enhancements focused on education applications/websites and, for those working at home, many popular business and communication apps.   While it may not be immediately apparent, HughesNet, like all Internet Service Providers, is experiencing increased network traffic, which is likely to be a contributing factor to your issues with streaming. Currently, our engineers are working around the clock to keep our network stable and traffic flowing as smoothly as possible for all our customers.   This type of problem typically does not require a visit from a technician or any configuration changes of the HughesNet equipment to see an improvement. However, there are some steps you can take to adjust the settings of your streaming application or device which may help improve your streaming experience. Check out the bottom of this message for a set of links for the more popular apps/devices and their respective support pages.   If you still do not see any improvement after adjusting your streaming app/device settings, please check the following HughesNet support articles.   How do I get the most out of my HughesNet service? Slow/No Connectivity What is Service Plan Data? (and how is it used?) hug2 vs hug5 Wi-Fi networks   Support pages for various popular streaming devices: Roku AppleTV Amazon Fire Stick   Streaming App Settings: Netflix, Hulu, Amazon Prime, YouTube, Facebook, Tumblr, Instagram, news sites, etc. may contain videos, animated gifs, and sound clips that start playing, therefore that entire video may have already downloaded to your device. Make sure you’re using the latest version of the streaming app. Not all sites have a feature to turn off auto-play.   Netflix (Adjust playback quality to Standard Definition) Facebook (Change the Autoplay option to OFF) Android iPhone   Your patience and understanding are much appreciated.   Thanks, Liz   ... View more

Hi jolaf,   Thanks for reaching out. Do you see any difference with YouTube or Netflix now?   -Liz   ... View more

Hi Anonymous1991_1,   Thank you for reaching out to us. Just to add onto what maratsade said:   We understand this is a difficult period for many of our customers affected by recent events. HughesNet has implemented numerous prioritization enhancements focused on education applications/websites and, for those working at home, many popular business and communication apps.   While it may not be immediately apparent, HughesNet, like all Internet Service Providers, is experiencing increased network traffic, which is likely to be a contributing factor to your issues with streaming. Currently, our engineers are working around the clock to keep our network stable and traffic flowing as smoothly as possible for all our customers.   This type of problem typically does not require a visit from a technician or any configuration changes of the HughesNet equipment to see an improvement. However, there are some steps you can take to adjust the settings of your streaming application or device which may help improve your streaming experience. Check out the bottom of this message for a set of links for the more popular apps/devices and their respective support pages.   If you still do not see any improvement after adjusting your streaming app/device settings, please check the following HughesNet support articles.   How do I get the most out of my HughesNet service? Slow/No Connectivity What is Service Plan Data? (and how is it used?) hug2 vs hug5 Wi-Fi networks   Support pages for various popular streaming devices: Roku AppleTV Amazon Fire Stick   Streaming App Settings: Netflix, Hulu, Amazon Prime, YouTube, Facebook, Tumblr, Instagram, news sites, etc. may contain videos, animated gifs, and sound clips that start playing, therefore that entire video may have already downloaded to your device. Make sure you’re using the latest version of the streaming app. Not all sites have a feature to turn off auto-play.   Netflix (Adjust playback quality to Standard Definition) Facebook (Change the Autoplay option to OFF) Android iPhone   Your patience and understanding are much appreciated.   Thanks, Liz   ... View more

Hi wikkedbelle,    Thank you for posting and providing these extra details, it helps.    After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering.   Your dispatch is currently scheduled for: Thursday, Apr 9, 2020 between 08:00 and 11:00. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed.   Please let us know how the site visit goes.   Thanks, Liz   ... View more

Hello 12Taz33Remi,      I see it's your first post here, so welcome to the community! I pulled up your account and ran diagnostics on your site, I'm seeing that the HughesNet equipment is up and running normally. I don't see why you wouldn't be able to get online.   Currently I see there is nothing connected to the internet right now, is there supposed to be? There's nothing on the wifi network, nor connected directly to the HughesNet modem via LAN cable.   -Liz   ... View more

Hi ALHill,   Thank you for the requested info! First let's see if a modem swap will do the job. Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch.    Let me know how the new modem works out for you!   Thanks, Liz   ... View more

Hi ALHill,     I see it's your first post here, so welcome to the community!  Thank you for reaching out to us. I'd like to assist you, please private message me your SAN (account number) or the associated phone number so I can run diagnostics on your site.   Thanks, Liz   ... View more

Hi John,    Thanks for posting. Our engineers are currently investigating.  Your patience and understanding are much appreciated.   -Liz ... View more

Hi My03kidsni,    I can certainly help get you back online. First let's see if a modem swap will do the job. Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch.    Let me know how the new modem works out for you!   Thanks, Liz     ... View more

Hi mikayb,    Thanks for posting. Our engineers are currently investigating.  Your patience and understanding are much appreciated.   -Liz   ... View more

Hi mcleod1518,    Thanks for posting. Our engineers are currently investigating.  Your patience and understanding are much appreciated.   -Liz   ... View more

Hi Upward2020,      Thank you for reaching out to us. I'd like to assist you, please private message me the SAN or associated phone number so I can run diagnostics on your site.   Thanks, Liz     ... View more

Hi kholman21,     I see it's your first post here, so welcome to the community! I can certainly help get you back online. First let's see if a modem swap will do the job. Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch.    Let me know how the new modem works out for you!   Thanks, Liz       ... View more

Hi L5Murphy,      I see it's your first post here, so welcome to the community! I pulled up your diagnostics and see that the HughesNet equipment is working normally. I do see you have a Netgear router connected to the modem. If you haven't done so yet, you can try disconnecting the Netgear and see if using just the HughesNet modem makes a difference.    If you prefer to use the Netgear router, disable the wifi in the HughesNet modem to ensure there is no interference between both routers.   -Liz   ... View more

Hi TrueNorthFarms,    I see it's your first post here, so welcome to the community!  Thank you for reaching out to us. I'd like to assist you so please private message me the account number (SAN) or associated phone number so I can run diagnostics on your site.   Thanks, Liz   ... View more

Hi folks,   I haven't seen reports from engineering regarding any service degradation over the weekend. Is it persisting up to now?    -Liz   ... View more

Good morning Cncreech,    I can certainly help get you back online. First let's see if a modem swap helps. Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch.    Let me know how the new modem works out for you!   Thanks, Liz   ... View more

Good morning gibsoncm,     I see it's your first post here, so welcome to the community! I was able to pull up your account and I see the HughesNet equipment is up and running normally, although you are out of service plan data.    I also see that the Roomba, Hopper, iPhone, and iPad only have a fair wifi signal strength, so you may want to move them closer to the modem. For the iPad, you can first try moving it from the 5 GHz network to the 2.4 GHz network as it has a bigger range.   -Liz   ... View more

Good morning InternetWizard,    I see it's your first post here, so welcome to the community! I can certainly help get you back online. First let's see if a modem swap will do the job. Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch.    Let me know how the new modem works out for you!   Thanks, Liz ... View more

Good morning hk2001,   Thanks for reaching out and posting, I'll send over your feedback regarding Google Drive, WeTransfer, YouTube, and a Shopify-hosted site to our engineers for testing. If you haven't already seen this, we have some tips for those working from home: https://www.hninfo.us/worktips     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz   ... View more

Good morning Jackenheil,   Welcome to the community and thank you for posting.    We understand this is a difficult period for many of our customers affected by recent events. HughesNet has implemented numerous prioritization enhancements focused on education applications/websites and, for those working at home, many popular business and communication apps.   While it may not be immediately apparent, HughesNet, like all Internet Service Providers, is experiencing increased network traffic, which is likely to be a contributing factor to your issues with streaming. Currently, our engineers are working around the clock to keep our network stable and traffic flowing as smoothly as possible for all our customers.   This type of problem typically does not require a visit from a technician or any configuration changes of the HughesNet equipment to see an improvement. However, there are some steps you can take to adjust the settings of your streaming application or device which may help improve your streaming experience. Check out the bottom of this message for a set of links for the more popular apps/devices and their respective support pages.   If you still do not see any improvement after adjusting your streaming app/device settings, please check the following HughesNet support articles.   How do I get the most out of my HughesNet service? Slow/No Connectivity What is Service Plan Data? (and how is it used?) hug2 vs hug5 Wi-Fi networks   Support pages for various popular streaming devices: Roku AppleTV Amazon Fire Stick   Streaming App Settings: Netflix, Hulu, Amazon Prime, YouTube, Facebook, Tumblr, Instagram, news sites, etc. may contain videos, animated gifs, and sound clips that start playing, therefore that entire video may have already downloaded to your device. Make sure you’re using the latest version of the streaming app. Not all sites have a feature to turn off auto-play.   Netflix (Adjust playback quality to Standard Definition) Facebook (Change the Autoplay option to OFF) Android iPhone   Your patience and understanding are much appreciated.   Thanks, Liz   ... View more

Good morning BumbleB,     I'm glad you found the community, thank you for posting. I pulled up your account and ran diagnostics. Nothing outstanding with the HugheNet equipment, but whatever Amazon device is on the 5 GHz network has a poor signal strength. You may want to move it closer to the modem or switch it to the 2.4 GHz network which has a wider range.   For testing purposes, I suggest isolating each device to see if having a dedicated connnection to the internet makes a difference.   -Liz   ... View more

Hi Unknown,   Thank you for that. I don't know which specific sites or services we're prioritizing, but what I can can do is send your request for Skype for Business to be prioritized, if it already isn't being done.      Your patience and understanding are much appreciated.   -Liz   ... View more