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Hi BlevinsHomestea,   Looks like an engineer is looking into this already, I just got off the phone with him. He's looking into something regarding your case currently, but as of right now he's seeing that speeds should be good. If you're still there, can you please run some new tests to confirm?     ... View more

Hi Cindy,   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.   Can you please elaborate on which needs you stated? This way we can narrow our focus on the sales call review. Your patience and understanding are much appreciated.     ... View more

Gotcha, thanks, that simplifies things. Let me compile this info and send it up. I'll post back once I have any news to share from engineering.   Your patience and understanding are much appreciated.   ... View more

Just what the engineers need, thanks for the results link BlevinsHomestea! I'd like to escalate this to our engineers here at corporate for their insight. Please provide some additional information (these are things our engineers tend to ask):   What were you trying to do online that prompted checking your speeds?   If you're trying to stream video, describe your experience.   Where are you trying to stream? (Netflix, Amazon, Hulu, etc.)   On which device?   If you are having difficulty accessing a certain website(s), which one(s)?   Or are you trying to log into a site?   The more details about what you were attempting to do will help the engineers narrow their focus.    Your cooperation, patience, and understanding are much appreciated.   ... View more

Hi BlevinsHomestea,    I'm glad you found the community, thank you for posting. As Gabe said, the link doesn't send us anywhere. Could you please try again? Please be sure you ran the tests using the 25 MB file size for the most accurate results.   I ran diagnostics on your site and currently everything is working normally; the HughesNet modem is getting 26.7 Mbps in download speeds. Looking forward to seeing your TestMy.Net results.   Your cooperation, patience, and understanding are much appreciated.   ... View more

Thanks for the clarifiation Anthony. I did see that account associated to your current SAN on the email side, but for some reason it's not showing up as manageable in the support center. I'll escalate and have our folks see what happened.     Your patience and understanding are much appreciated.     ... View more

Hi js20692,   I appreciate your patience while our engineers have been investigating. As recently as Friday they were able to reproduce what you reported, but today iMessage is working for them. Can you please confirm if you've also noticed this change?   Some things engineering would like confirmed:   Is it just picture/videos failing to send?   Is the issue limited to sending or receiving or both?   If pictures/videos are sending/receiving, is it just delayed?   How's sending/receiving plain texts? Delayed or normal?     Your cooperation, patience, and understanding are much appreciated.   ... View more

OK that's new. Have you tried a another tone? In my past experience it was only the default iMessage tone that hung up VOIP calls.    Also, are all of your dropped calls a direct result of receiving an iMessage on the iPhone? Just trying to narrow things down because dropped calls unrelated to iMessage is a different issue.   ... View more

Thanks for the details, Rob. Please correct me if I'm wrong, call drop no matter which phone set you use?   I'm not so sure about using a splitter, let me check with our VOIP experts on that and get back to you. The iPhone should not interfere in any case unless your iMessage notification tone is set to the default tone.     ... View more

Thanks for the additional info Rob.   How long into the call before it drops?   Have you noticed if the calls drop if it's a received call?   Just to be clear, the dropped calls even persisted on a different phone set?   The phone set(s) you're using are cordless?   We don't have any specific model phones we recommend; any current phones should work fine, but let's finish troubleshooting before we decide that the phone set is the root cause.    Looking into changing the channel is a good idea too, considering that you have a number of devices on your 2.4Ghz network, but first please confirm that dropped calls persist when the ATA is the only device connected to the HughesNet modem.   ... View more

Good morning Rob,   Just confirming that your iMessage concern was resolved? I believe you mentioned it in your other thread. Please let me know so I can close this thread.     ... View more

Good to hear, Rob. I don't know what happened with the sites, but whenever in doubt, just reset things.   So let's troubleshoot the dropped calls.   Are the calls dropping after a certain duration? Are the dropped calls occurring on all calls you're making or receiving?   If not consistent on all calls, what is the phone number of calls where dropped calls occur (please just privately message me this information). Just to be clear, regular internet browsing is fine?   Are you using a corded or cordless phone?   Do you have another phone to test?   At your convenience, please private message me the phone number, date, and time of the dropped call(s).   Please also test making calls when the ATA is the only device connected to the HughesNet modem; let me know if dropped calls still persist.   Your cooperation, patience, and understanding are much appreciated.   ... View more

Good morning rexroden,   I made an adjustment to your account so that you may be able to access your e-mail, but it will take time to propogate in our system. It should definitely be synced by tomorrow, but I'll also check later in the afternoon if your e-mail accounts are active again sooner.   Your cooperation, patience, and understanding are much appreciated.   ... View more

Good morning Anthony,   Please check your private messages (PM) in the top right corner of the community page, I'll send you a PM to further address your concerns.   ... View more

Good morning Rob,   Thank you for your update on the site visit. I just ran diagnostics on your site and the equipment is working normally; the modem currently is getting 30+ Mbps down. The only thing of note is that there is rain in your area which may affect performance.    I also checked the line status of your phone, it was fine, but I reset the line for good measure. Please tell me more about the HughesNet Voice experience so we can better troubleshoot.    Please also give more detail about Dropbox, OneDrive, and the AppStore.   Are you saying that all other sites you browse are fine, it's just these three?   Do these sites load at all?   Or can you not log into them?   Tell me what you are trying to do and where you run into trouble.     What error message are you getting? (Screenshots would help, here's how to do them: take-a-screenshot.org)       Does disabling Web Acceleration make a difference? (Enter 192.168.0.1 in your browser then follow the steps here to find where to toggle Web Acceleration: http://hninfo.us/WAS)     Does this happen in different browsers?     Does this happen on different computers/devices?     Does this happen on a non-HughesNet connection?     Does this happen even after clearing your browser cache? (How-to here: refreshyourcache.com)     Does power cycling your modem make a difference? (Unplug the HughesNet modem's power cord from the brick for 30 seconds before replugging.)     Does this happen even when directly connected to the HughesNet modem?     Does power cycling your router make a difference?     Does power cycling your computer make a difference? Your cooperation, patience, and understanding are greatly appreciated so that we can address your concerns.       ... View more

Hi Anthony,   I'm glad you found the community, thank you for posting, I appreciate you reporting that the e-mail service is still not working for you. I'll let our folks know. Once I have any news to share regarding that, I'll post back.   About the e-mail migration from your old SAN to your current, I'm checking in our e-mail system and that part appears to have been completed. Regarding resetting the login so you can access it, let me escalate this to our admins. I typically would be able to do this, but for some reason that particular e-mail not currently showing up for me to manage. Since everyone else has gone for the day, we won't have movement on this until next week. I'll keep you posted on this too.   Your cooperation, patience, and understanding are much appreciated.   ... View more

Hi Rob,   Did changing the iMessage tone help?   ... View more

Good morning fwmi,   Just checking in on your site and I see the tech visit was completed successfully. Feel free to drop by the community again if you have any concerns.   ... View more

Good morning LindyB,    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.   ... View more

Good morning gaines_wright,   I'm still concerned about that red error so I'll definitely put in a ticket about that.   As for the formatting, did you happen to go into the HTML editor by clicking the HTML tab? By default everyone should be composing their posts in rich text.   Or did you copy and paste from somewhere into the compose field? If you copy something already formatted, and try to post it in here, you can get unintended effects.   To make sure you're posting just text without any invisible formatting code, you can first paste the content into Notepad, then copy and paste from there.   ... View more

You can also look into e-cyling your equipment: http://www.eiae.org/ ... View more

Good morning Rob,   I just pulled up your account and it looks like they've already confirmed an appointment with you last night?   Install Date = 10/05/2019 PM (14:00-17:00) ... View more

So we don't further derail Rob's thread here, if anyone needs a tech, everyone needs to call 866.347.3292 to troubleshoot and determine whether a site visit is necessary. Only HughesNet agents can create work orders in our system for techs to go onsite.   ... View more

Good morning js20692,   Thank you for your patience while our engineer is investigating. So far no resolution yet, but he was able to reproduce the issue with sending a video on iOS 12. I'll post back once we have any news to share.     Your patience and understanding are much appreciated. ... View more

Me too, glad to hear it. ... View more