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About maratsade
since
06-05-2015
maratsade
Distinguished Professor IV
7077
Posts
3224
Kudos
119
Solutions
Contact Me
a week ago
2 Kudos
It is likely latency + congestion, and they're not dependent on weather. Satellite internet is very sensitive to that, and when many people are using the system (in your home or in your beam) the system slows down, especially for data intensive tasks such as streaming. This happens more often during prime time. Are you streaming using a TV or directly via a browser? When does the issue happen, all the time or at a specific time? How many devices do you have connected to your network? When it happens, what is the State Code? To check this, go to the modem's page and report what numbers you see next to the words "state code." The normal code is 0.0.0
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a week ago
The reps here (@Liz , @KathyVoss , @Remy , @Damian ) can look into this and hopefully sort it out for you. Keep checking back; they typically respond within 48 hours.
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a week ago
Did you want the HughesNet reps on this site, who are at the corporate level, to look into this for you? If so, please open a new ticket under myAccount and Billing. Click the blue "Start a topic" button and type your request. @rjk wrote: I have called 5 different times and hours on the phone for Hughes Net to keep telling me my EBB application number has expired and is not valid. I have contacted EBB and they are telling me it is valid and good until 8/11. I have 4 emails from EBB to prove this.
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a week ago
I don't think you receive an email when you buy tokens, but I may be wrong. Are you using Gen5?
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2 weeks ago
1 Kudo
The HughesNet reps are here M-F during business hours. One of them will surely check this for you and get back to you tomorrow or the next day. If you're in a hurry, you can try the 24/7 customer service number, 866-347-3292.
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2 weeks ago
1 Kudo
While many can use satellite internet for streaming or video calls, it's not ideal for these things because the signal is highly affected by congestion and the latency inherent in satellite internet (additionally, streaming and Zoom, etc. will eat a lot of data very fast). The more people using the system, especially if they're doing data intensive things like streaming, the more there will be things like buffering. This tends to be worse in the evening, but it can happen at any time. You can try turning off the Video Data Saver, which may (or may not) help with the buffering issue, but keep in mind your data will be used up faster. You can also look into something like PlayOn Cloud, which works as a cloud DVR. You can record shows without using data, though you will use data when you dowload the files. You can keep the files forever, and watch them as many times as you like, without any buffering. The HughesNet reps on this site are available M-F during business hours. You can also try talking to customer service again and making sure they understand the time difference.
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2 weeks ago
1 Kudo
@Remy had been working with you, but you kept shooting down his help. They offered a technician and you said no because you're hard of hearing; can you get someone to be there with you so you don't have to worry about being hard of hearing? A technician may be the only way to fix your issue. It was also suggested to upgrade, but you didn't want that either, and that's your prerogative, but they don't have a magic wand. Your best bet would be to have a technician come to your residence, and get someone to be there to help you. They actually have given you pretty good support -- you are the one who has declined it over and over.
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2 weeks ago
2 Kudos
Great, please post the URL to your MyResults page for the reps to be able to send it to the engineers. If you have good speeds but things buffer, it might be due to latency and congestion issues, but without your troubleshooting and posting results here and answering troubleshooting questions, it's anyone's guess. You could try calling the 24/7 customer service number and troubleshoot with them over the phone. That may be faster, as the reps here are only on M-F during business hours. You are only slowed down automatically when you use up your monthly allowance. Otherwise, no, but that doesn't mean you will not experience issues, as latency coupled with congestion can slow you down as well. Note too that if there are many devices hooked up to your home network, they must all share the available bandwidth, which can cause slowdowns as well. EDIT: have you tried watching Amazon Prime directly on the website? Does that buffer too? Does the buffering happen at all times, or just at specific times during the day? EDIT 2: Have you tried connecting your TV (or the firestick, if this is possible) directly to the modem with a LAN cable, as opposed to using it with wifi? If you have, does the issue persist?
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2 weeks ago
1 Kudo
In order to figure out what may be happening, troubleshooting will be needed on your part. One of the things you should do is run some speed tests by following the procedure detailed here: https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607 Please pay attention to the file sizes that are required, and how to post your results here. When the issue is happening, what is your modem's state code? To see the state code, go to this page: http://192.168.0.1/#!/home/status and note the number next to "State Code."
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2 weeks ago
If you've had your account for under 6 months, you can request a sales call review so the reps here can evaluate what was said to you. You can also troubleshoot with tech support here, or you can call the phone reps and see if they can help. There's also the option of terminating the account, if the service is unusable to you.
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2 weeks ago
Give the reps on this site a chance to look into this and fix it for you. They're on M-F during business hours, and hopefully one of them (such as @Liz , @KathyVoss ) will reply to you today. Keep checking because they may need you to send them your account information. If they need it, they will request that you send it privately to them.
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2 weeks ago
1 Kudo
Comcast is terrestrial internet, totally different from the more limited satellite internet, so there's no comparison. Your average latency is normal for satellite internet. Latency and network congestion account for buffering, especially during prime time. Satellite has limited broadband and it must be shared by all the subscribers in your area. When everyone is doing data intensive tasks, the quality lowers for everyone. Hughesnet is designed for 25Mbps down and 3 Mbps up. Your download speeds are above those advertised, but the upload speeds are slow. What claims were made by the sales department? When were these claims made? If the account is less than 6 months old, the sales call would be available for review. If you would like a sales calle review, request it in a post under MyAccount and Billing, and explain what claims were made. The reps on this site can pull up the sales call and listen to what the sales agent said and what you replied and see whether appropriate expectations were set.
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2 weeks ago
Does the buffering happen all the time or in the evenings? Are you using apps on a TV? Is the TV connected directly to the modem or are you using the wifi? The HughesNet reps are on this site M-F during business hours. You can also call the customer service number 24/7.
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2 weeks ago
1 Kudo
I hope @Liz or @Remy can look into this for you today and figure out what's going on. Hopefully it's an easy answer and easily fixed too. I certainly have no clue, but I understand the frustration with technology's shenanigans. EDIT: the data usage must be something using the data, something connected to the modem. The low speed after the token, that's a mystery. You used to have to "apply" the token, but I don't think that's needed anymore. Still, worth a check.
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2 weeks ago
I also buy credits and use them as needed, making sure to download the files within 7 days. Keep in mind that while recording items doesn't use data, downloading them does, so you need to plan for that. Also, the higher the definition, the larger the file, the more data used when downloading it. But once it's downloaded it's yours to play however many times you want, without any buffering.
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2 weeks ago
Murphy's Law. Crazy stuff. I see that you got a good day and now the shenanigans are back. Have you thought of asking the Thunderbird community? There may be other satellite internet users there that may have answers for you. @Pete_Vit wrote: Yes, from what I see the emails I was looking for were in my IBM folder, bad timing, I was buying a vehicle Saturday and trying to get my email on my phone - insurance verification and I could not get any email :( I had to actually call and talk to a CS agent :) lol I'll stick with my need for now for hughesnet email since like I sad everything is tied to hughesnet email
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2 weeks ago
1 Kudo
Yes, that seems normal. Streaming is very data intensive, especially if you stream in high definition. Streaming will eat a 20GB data package very quickly. You can try lowering the definition by turning on the video data saver on your account, but that will still eat data. @sdschell wrote: We use our AppleTV to stream movies via Netflix, Hulu, Amazon prime. It seems to use about 2gig per movie even with the movie streaming option turned on. Does this seem normal? That is 10% of our 20gig plan just to watch one movie. Is there a better way to use less data?
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2 weeks ago
You should really read the subscriber agreement. @Zoose wrote: Refute somewhere else.
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2 weeks ago
Actually, you are in error. There is no 30 day grace period, as the contract beings as soon as you set up an account. Read the subscriber agreement. I'm not an employee, by the way. From the agreement: If you cancel after activation but before the end of your 24-month term commitment, you will be charged a Service Termination Fee of up to $400. The exact amount of the Service Termination Fee will be $400 for the first ninety (90) days after activation of the HughesNet Service. Thereafter, the amount will decrease by $15 per month for each month of active Service.
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2 weeks ago
"Leaving" the contract would mean you'd have to pay an early cancellation fee. See the subscriber agreement at http://legal.hughesnet.com/ServiceTermsAndConditions-current.cfm The agreement also explains how to bring up grievances and explains the arbitration process.
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2 weeks ago
Hannah, You can request a sales call review. The HughesNet reps on this site can pull your sales call and listen to what the salesperson told you and what you replied, and can determine whether appropriate expectations were set. If it is found you were misled, you may have some recourse. To request a sales call review, simply click the reply button and type in your request.
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2 weeks ago
Did you try connecting the TV to the modem using a LAN cable? @Angrycon192 wrote: Can't connect cable directly. 😔
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2 weeks ago
I hope you read the disclaimers on the website and on the subscriber agreement. Satellite internet is not ideal for streaming, and depending on many factors, service varies, which is why performance is not guaranteed. They don't hide this, it's both on the website and is part of the legally binding subscriber agreement.
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2 weeks ago
" It's the night where it becomes an issue. Its very likely the area is all Hughesnet and the bandwidth is suboptimal" If the issue is worse in the evening, this suggests congestion. Since the bandwitdh must be shared by all subscribers in the area, the more subscribers using the bandwidth at the same time, the less there is for everyone, and the more it affects performance. This is especially so when people are doing data intensive tasks such as streaming.
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3 weeks ago
Carmen, so all the missing emails were in the folder, then? Glad to hear they weren't lost.
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3 weeks ago
Gokartergo was responding to the other person who said they had tried to fix the dish. :) @Angrycon192 wrote: Never touched dish.
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3 weeks ago
1 Kudo
Did you want to have the reps on this site look into this? If so, please create a new thread by going to the main Tech Support page and clicking on the blue button labeled "Start a topic." They can check into all this for you, but they do need a separate ticket. @dpoe001 wrote: i have been waiting for three months for service they like to cancel the service tickets for no reason!!! i get maybe 1 or 2 days a month(have to climb up a ladder on my roof play with the dish that was anchord so poorly to my roof, was told by installer it had to go on roof there would be no leaks and no problems) nightmare ever since.
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3 weeks ago
1 Kudo
Your frustration is understandable. Please give the HughesNet reps on this site ( @Liz , @Remy ) time to check your case and get back to you with next steps. They're here M-F during business hours and typically reply within 48 hours. They may need account info from you, and if they do, they will ask that you send it to them privately. If you have any case numbers from your calls, please post them, as that will speed up the process, but other than that, please hang in there until you hear from the reps.
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