About lighthope1

@stephens5291174 wrote: I am a new customer with an install yesterday 3/13/2019 Speeds at the time of install was 25+mbs about 7pm yesterday that speed dropped to just above 512 kbps.  Speeds this morning 3/14/2019 25+mbs, and around 5:15pm this evening it was 25+mbs. Then at 7pm another drastic drop to the reported speed of 726 kbps.    Direct connection to the router, and wifi turned off. Using Google Chrome browser.    Not a good start to being a customer.    https://testmy.net/quickstats/rgstephe   Posted previously, but somehow it got rejected when I edited the link.  I've been having problems with extreme slow speed in the evening as well.   After talking to Advanced support several times, and going through all the rigamaroe, they say there might be a problem at the gateway.  So they're doing their thing and will hopefully have some news this Friday or early next week.   If you have problems, best thing to do it call support.  You'll have to deal with level 1 support who will follow the script like it is the very life blood.  Just deal with it.   They won't be able to solve your problem.  But they will get you to Advanced Support.   Advanced will call you back in a few days and now you will be talking to someone who can help you.  They'll make you do speed tests and a whole bunch of other stuff.  They'll make some adjustments.   But eventually, if you follow the programme, you'll get to the point where they'll send a tech out.  If that doesn't solve the problem, then they'll realize it's their problem and they'll be able to narrow it down.   Keep the faith.  Go through the process.  Endure level 1 support.  Make it to advanced support and they will actually help you. ... View more

@maratsade wrote: Oh, I know.  It's a big bad habit of mine -- picked it up in law school, I'm afraid.  I'm blaming them for this, and will contact a regulatory agency about it. Maybe the Better Business Ottoman (which is MUCH stricter with this kind of stuff than the Bureau).    @MarkJFine wrote: aw... Don't let facts get in the way of a good "common knowledge" story, maratsade    Oh no, I accidentally listed the B B B as an regulatory agency.  The HORROR! ... View more

@maratsade wrote: " If you have to have a contactor come out to do work, good luck.  I had something like three no shows in a row"   That's an issue you need to take up with the contractor's company.    Complaining to regulatory agencies is not the magic bullet so many people think it is, and resolution (if there is any) could take months or more.    HughesNet is responsible for their subcontractors.  That is the law.  If they send someone out, and they no-show, HughesNet is responsible for it.  If HughesNet wants to persue the subcontactor, that is up to them.   Additionally, and I forgot to put it in my post, was that another HughesNet subcontractor was available and willing to come out and do the work, but HughesNet refused to use them.  Something about them being contracted for installations only and not repairs.  (I'm trying to recall this from memory, so the exact terms may not be accurate.)   So no, no quarter is being given to HughesNet. They screwed up.  Badly.   And yes, complaining to regulators is pretty useless.  The Better Business Bureau especially.  (I think it's hillarious that the initials for that organization is censored on this board.)   ... View more

As you learned, there is a correctable problem if you are getting slow speeds and weather outages.   My internet does remarkably well with cloud cover and even with snow on the dish.  This is a FAR CRY from when Hughesnet first came out when a passing butterfly would knock your internet out for days at a time.   The rest of this isn't going to be helpful, but you should be aware.   First level Hughesnet support for the most part are low-level drones.  They read a script and have no independent thought.   Once you get bootsted up to Advanced Support, then you're talking to actual people who can independently think.  You're in good hands.  But you have to fight your way through the first level first.  They are like Mr. Burns' rabid dogs who are designed to keep you from bothering the important people.   If you have to have a contactor come out to do work, good luck.  I had something like three no shows in a row, and HughesNet customer service basically told me to go suck eggs, there was nothing they would do other than set up another appointment for them to no show again.  Ask to talk to a supervisor and they give you the same runaround.   They got you and they know it.   Eventually, they did give me a $30 credit for three months, but after three no-shows, they owe me a LOT more.   Alas, until those LEO satallites come online, we're doomed to be their prisoners.   tl;dr Keep an eye out on no-shows from techs if they have to come out, and don't be afraid to complain, even if it is to a regulating agency. ... View more

@Amanda wrote: Hi lighthope,   My apologies for the late response. I did some testing on your HughesNet equipment and did have some issues trying to get it connected to the websites you listed above. Try to access Comodo's website by browsing to this IP address: 91.199.212.176 and let me know if you are able to reach the page. You can also attempt Adobe via 193.104.215.58 or www.macromedia.com   Thanks, Amanda   Talked to support on the phone on Wednesday morning.  They told me that my problem had been escallated and that someone from engeineering was to call me that evening at 9 PM EDT.   Surprise, surprise, no one called.   Fortunately, I seemed to have found the fix on my own.   Turning off TCP/IPv6 has restored access to all sites.  So I guess HughesNet doesn't get along with v6.  Strange that this problem only surfaced after engineering did something to my connection last week.   Again, I must express my extreme displeasure at HughesNet who once again failed to follow through with a promised call.  Do you remember several months ago when installer after installer failed to show up for scheduled appointments?  I do. ... View more

@MarkJFine wrote: @lighthope1 This morning I was made aware there was an update for Onyx (a Mac utility program, but that's irrelevant). I opened Onyx and started the update process, but instead got an error that either the site was unreachable or I had no connection. It was available a bit later afterwards, but it was a sputtery download to say the least.   So I sympathise, but there are a couple of things at play here: 1. There's bad weather almost everywhere east of the Mississippi currently, which is sure to have an effect on local connections to the satellite, especially if you're in the East. 2. The fires in Northern California are likely having an impact everywhere west of the Mississippi, mainly due to having to dynamically reroute the majority of the internet's infrastructure. Try using the SF server of TestMy and you'll see it's not working very well.   Please be patient as the weather clears and hopefully NoCal survives... surely these are things that HughesNet has no control over. This seems to have started before all those problems became an issue. ... View more

@maratsade wrote: Is your computer up to date?  Yes.   I tested on a third computer and have the same problem.   This definately has to be a connection problem rather than a virus or something bogging it down.  I'm running a virus scan anyway.   Last week or so we had trouble with our connection.  HughesNet engineering fixed the problem, but that seems(?) to be when this new problem started.   @Liz@Amanda ... View more

Additional: Unable to connect to Opera website to install new browser. Can download installer, but when installer attempts to download additional files, it hangs. ... View more

@GabeU wrote: @lighthope1   I don't know if it will help, but to change the DNS server in Windows 10, click on Start > Settings> Network & Internet, then click on "Change Adapter Options" in the middle of the page.  Then right click on the adapter being used (Ethernet, in my case) and click Properties.  Under the Networking tab, click "Internet Protocol Version 4 (TCP/IPv4)" to highlight it, then click Properties, then tick "Use the following DNS server addresses" and enter 8.8.8.8 on the first line and 8.8.4.4 on the second, then click Okay.  Then do the same for "Internet Protocol Version 6 (TCP/IPv6)", but with this one use 2001:4860:4860::8888 on the first line and 2001:4860:4860::8844 on the second.  Make sure to use the double colon in between the third and fourth entry for each line.  Then click Okay.  Then click Close to exit the window, then X out of the other(s).     Again, I don't know if this will help.  I keep mine on Google's DNS permanently as it seems to speed up the process of getting to new pages.  If it doesn't help you can leave it the way you set it, or go back to HughesNet's DNS for both IPv4 and IPv6 by going back in to each and ticking "Obtain DNS Server Address Automatically" and clicking Okay, then Close.  Then X out of everything.     If it doesn't help, others, including the reps, may have an idea/fix.  And, of course, the reps will be the ultimate people to help if others can't.   No luck.   I've tried this on two different computers, so I am kind of at a loss at the moment. ... View more

@GabeU wrote: @lighthope1   A few things I would try...   1.  Clear your browser cache. 2.  Flush your DNS cache  (site with instructions). 3.  Power cycle your HughesNet modem - Unplug the modem at the wall outlet or power brick (NOT at the back of the modem), wait at least 30 seconds, then plug it back it.  Then wait about five minutes and try the sites again. 4  Try an alternate DNS server, like Google's  (site with instructions).   I was able to get to those two sites without issue, so hopefully one of those things above will help.  I would try them in the order given.   No joy.   Couldn't figure out how to do #4.  Site instructions are for Windows 7 and I have Windows 10. ... View more

@Gib888wrote: This may be a a 2nd post as my HN wifi keeps disconnecting, but - I just ordered a Wilson 4G Verizon signal booster and I've got directions on locating a tower and building a Yagi antenna. If it works, later HN! Good luck.   I live 2 miles from a tower, but I live in a valley and can't get any signal.   Anyway, the mobile plans all are terrible, so it would not be much of a choice anyway. ... View more

@Gib888wrote: Yeah, but their commercial and the sales ppl are very misleading. The one thing I did notice is that my service worked excellent for the first month, played my game np. After first month, it took a massive **bleep** on me and hasn't worked right since Yeah, I've heard horror stories about their sales people. It's like they don't even understand the product they are selling.   If you talked to a sales person at HughesNet, it seems those calls are recorded, so someone can review it and make sure you were not told a blatent lie.   Keep calling tech support. Don't let them off the hook.  Tell them you want to talk to a supervisor, and log your calls and what happened. ... View more

@Gib888wrote: What did they lie about? HIGH SPEED INTERNET!!! 25MB DWN LOAD: https://testmy.net/db/pSNslhDH2 I will do 4 MB upload, if my wifi stops disconnecting! High Speed internet is defined by the Federal Communications Commission as 25 megabits per second or faster.   (Strange, the acronym for Federal Communication Commission is censored on this board. Go fig.)   This article is from 2015, so it may have changed since then.   Your upload speed is pretty good.  If the wifi stops disconnecting as you say.  That is a tech support problem, not a lie by HughesNet.   As far as speeds go, HughesNet is pretty upfront about those.   Right on their Plans and Pricing page it says "**The HughesNet Gen5 service plans are designed to deliver download speeds of 25 Mbps and upload speeds of 3 Mbps"   It's at the bottom of the page.   So I understand your frustation.  Your having connection problems with your modem/wifi.  Talk to tech support...if any of them can stop reading the script they have and give you actual help.   But HughesNet hasn't lied to you about anything. ... View more

@Gib888wrote: I'm trying to play World of Tanks Blitz. It's an awesome game once I drive 20 mins to town and sit in a parking lot that gets Verizon wireless As I said previously, satellite does not work well with Player vs Player type games which require fast reflexes.  The inherent delay in sending the signal up to space and back makes it impossible to play games that need instant reflexes.   Even HughesNet says that in their FAQ:   Question: Why don’t real-time games work? Data must travel approximately 45,000 miles with satellite Internet – from dish to satellite and back again. This creates a fraction of a second delay in Internet responsiveness. While browsing for a website or downloading content, this delay goes unnoticed. But during real-time multi-player games, this delay creates game latency (high ping) and an unreliable connection with the gaming server. Many game servers will auto-kick players who have a high ping, as it creates “lag” and disrupts gameplay for others.  https://internet.hughesnet.com/faqs/gaming/ ... View more

@Gib888wrote: I'm seriously considering cancelling my service. I see from many other posts that this is not "my" problem, but that HN is blatantly lying about the service they provide. What is it you think they lied about?   I'm not trying to White Knight for them. I'm literally counting the time until I can cancel my service as well. (No other provider in the area at the moment. HughesNet is literally a monopoly where I live.)   But I don't want to blame them for something they didn't do. There are plenty of reasons to dislike HughesNet.  Just want to make sure you're cancelling for the right reason. ... View more

@Gib888wrote: https://testmy.net/db/6u4ZlArTR.HG782mYBc Your testmy looked okay to me.   You didn't say what online game you were having trouble with.  That can be a factor.   MMOs are generally pretty thrifty with data.  On the other hand, I understand that games like Call of Duty drink data like someone lost in the desert.   Is your problem recent or has it been going on for a while?  What is your ingame latency?   World of Warcraft works fairly well with satellite.  You'll never be a high-end raider, but if you're willing to give that up, the game is emminently playable if you learn to work with the latency.   Final Fantasy XIV, on the other hand, is completely unplayable.  The server doesn't play well with high latency and you'll never get out of the way of telegraphed attacks.   Guild Wars 2 the jury is still out on. I'm testing it and haven't had much success, but it could also be how I'm playing it.   Online shooters like CoD I've never played.  But any kind of Player vs Player relies on a very low ping and will never work well with satellite. ... View more

@David Clarke wrote: That is a calm, rational well thought out approach that I have been following up to this point. I know I have called at least 20 times, run hundreds of speed tests, rebooted my modem and computer countless times, had technicians show up as well as not show up and I still don’t get what I pay for. Be sure and document everything you have done, including those no shows.  The more records you have, the better. ... View more

@David Clarke wrote: So what is the acceptable speed with a “up to 25mbps” package? That is the million dollar question.   Ask a hundred different people and you'll get a hundred different answers.   As a consumer, reasonable is what you're willing to put up with before you stop doing business with them.   Legally, reasonable is what you can convince a judge it is.  That not only depends on the judge, but the day of the week and the mood he is in.   Your best bet is do whatever you can to help HughesNet resolve your problem.  Give them the data they need. Keep following through.  Don't be a pest, but don't let them forget.  The more reasonable (see, there's that word again) you are, the more cooperative you are, the better case you have if you ever have to take things to the next level. ... View more

@maratsade wrote: "Up to" is not false advertising -- it's standard with ISPs (not just Hughesnet) and it reflects technology and reality.  I wish we could do away with the "up to" argument.  It reflects a lack of understanding of consumer law.   A company can not advertise "up to 25 mbps download," deliver 0.3 mbps download, and then claim "well, it's 'up to.'"   Courts will apply what's called a "reasonable test" to any contract.  If they promise one thing, but caveate it behind a qualifier, a Court is going to ask if their caveate is reasonable.   Advertising 25 mbps and delivering 20 mbps is reasonable, as long as they hit that 25 mbps at times.   Advertising 25 mbps and never hitting that number is not reasonable.  That could fall under false advertising, even with the "up to" qualifer.  Consumer Protection agencies are really picky about stuff like that.   Advertising 25 mbps and delivering 1 mbps for part of the day and 25 mbps for another part of the day probably wouldn't survive a challenge either.   Please understand before people start banging on that Reply button and racing to rebut this.  I am not accusing HughesNet of anything.  I am just throwing out examples I pulled from the air.  HughesNet knows Consumer and Contract law very well.  They aren't advertising a speed they aren't trying to deliver.  That would be foolishness.   I just want to kabosh this "up to" argument that gets far too much play without really understanding what it means in a legal sense. ... View more

Follow up:   Finally got to talk to someone from Advanced support yesterday(!).   After some testing, they are sending out an installer to check the dish.  I told them that since the problem of bad speeds only happens in the evening, it can't be a dish problem.   But they want to send one out anyway.  For free.   Advanced support said it may be a beam problem, may be a number of problems and that it could take time to isolate.   The nice thing is Advanced Support gave me enough information (and believeable information) that I was satisfied with the call.  That I believe AS wants to fix the problem, even if it isn't quite the quick fix that I want.   Of course, all us people want is the problem resolved.  The hows, whys, and reasons why not are not really our concern.  But some things do take time.  A reasonable amount of time.   Anyway, what's interesting is that every time I talk to support, the speed problem disappears for a couple days and then comes back.   Strange.   This may all be moot.  A terestrial internet company came to my place the other day and they were able to get a signal.  So I just have to wait for the snow to melt and I might be able to get off satellite.  Yeah!!!!!!!!!!!!!!!  Fingers crossed. ... View more

@maratsade wrote: "What criteria did they use to rate HN as the "No 1 service provider of satellite internet"?  I didn't see what standard they used. "   The report is titled Measuring Broadband America. It's 78 pages long and may provide all of the answer you seek.  It can be found via a Google search, as can all the data that can answer your other questions and concerns.     I read the report and nowhere did it say HughesNet was the "No 1 service provider of satellite internet," which is what you claimed.   Perhaps I missed it.  Could you dig up the relevant quote, since the burden of proof is on the one making the claim.   I will, however, quote some parts of it.  Mind you, I am only quoting for HughesNet, not anyone else.  So no comparisons are being made or claimed.   This report is also from 2016, a bit old.  But the most recent one.   Hughes’ actual vs. advertised speeds ratio went down from 203% to 152%   The best performing ISPs, when measured by this metric, are Optimum, Charter, TWC, Verizon-Fiber and Hughes; more than 85% of their panelists were able to attain an actual median download speed of at least 95% of the advertised download speed   On the other hand, the performance during the testing period of both Hughes' and ViaSat’s satellite-based services and Frontier’s fiber-based service deteriorated this year   Hughes whose packet loss increased from 0.2% to 0.8%   Nowhere, absolutely nowhere, in this report did it call HughesNet "number one" at anything.   Fair note: This report was written before Jupiter 2 (I just love that they called it that even though I am not a fan of the show!) was launched.  I expect that things are quite different now.  Would be interested to read a more up-to-date report. ... View more

@lake_woman wrote: @lighthope1 Please tell me more about ViaSat. ViaSat is another internet satellite service.  HughesNet's main rival.  Used to be called WildBlue, then Excede (or some spelling).   They just launched another satellite, ViaSat-2 and it is opening up this week, going national by the end of the month. So they say.   Unlike HughesNet, they offer plans that don't throttle you until you hit 150gigs.  Rather than divided by data, their plans are divided by speed.  Faster speed == more money.   Am told they are planning a third satellite, ViaSat-3, in a couple years.   Mind you, it is a satellite internet company, and they have problems with conjestion as well.  Go to their forums (https://community.viasat.com/viasat) and you'll see complaints there too.  But nothing like the hostility you see directed toward HughesNet.  I don't know if that is because they provide better service, because their customers are happier, or if their moderate their forums more heavily.  Go and look for yourself and make your own judgement.   Even if HughesNet hadn't messed up their recent tech support issue with me and earned a subsciption cancellation, I still would be leaving them. That 150g data plan rollstomps HughesNet. ... View more

@lake_woman wrote: I have had 100% success in going straight to corporations on Twitter. I tried using the phone and emails and their support sight. When I found they were on Twitter, all it took was one tweet and I got results. I can only hope that I can get the same results with Hughes. It is worth a try.   I'll have to remember that.  Though with ViaSat opening up nationally in a couple weeks and offering 150G unthrottled, I'll be gone from HughesNet very shortly.  So it may be moot. ... View more

Glad you got your internet fixed.  Sorry it took so long.  I know the pain.  I live on the internet.  (That's me, that little data byte right there.  -->  :)  )   Did you end up cancelling?  Your earlier post said you did. ... View more

@maratsade wrote: Perhaps you should try someone else, then.  It's still a free country, so you're free to switch to a different provider,  and this might actually show you that no service is perfect. Many people live in areas where HughesNet is the only high-speed provider.  So simply switching to a different provider is not an option.   @maratsade wrote: HN has a million customers and the majority are happy with the service. You may be right.   @maratsade wrote: The agency you all bring up over and over has rated HN as the No 1 service provider of satellite internet.  What criteria did they use to rate HN as the "No 1 service provider of satellite internet"?  I didn't see what standard they used.  Was it simply number of subscribers?  Then you could literally say Hades is the Number 1 provider of eternal torment.  Was it by number of claimed satisfied customers?  If so, was that proportional, or just by volume?  Or was it an award that was "bought" by HughesNet?  Or was it a legtimate award painstakingly decided upon after reviewing volumes of data?   I actually don't know.  I was wondering if you did, since you brought it up.   @maratsade wrote: The company is  doing fine and they provide a very good service for people in rural areas  They absolutely provide a needed service for people in rural areas.  I don't know if the company is doing "fine".  I haven't looked into that.   I do hear they are coupling with a company that is going to provide LEO satellites, which is the wave of the future of internet.  They also have some contract for business/govt/military for internet access.  I don't remember the exact details.  That does sound like the company is doing well in those areas.   Of course, a company doing "fine" doesn't always translate into a company doing "fine" for all its customer segments.  They could be doing fine overall but a segment of their company could be doing not so good.   Consider ANet.  (I think that is the name of the company.)  Overall, they are doing fine, but the segment that puts out the MMO game Wildstar is tanking.  Badly.  It's actually kind of sad to watch, even if it is a highly deserved death.   @maratsade wrote: and a great majority of their customers are happy. Cite souce ... View more

@GabeU wrote: @lighthope1   Do you have any speed test results to post?  If testmy.net, can you post your Results page URL?     I'll tag the reps so they see this thread and reply.   @Liz @Amanda Here is the results page   https://testmy.net/db/CiQwYf9zB.faYHjhnk8   Download :: 1.4 Mbps   Upload :: 42 kbps 5 kB/s   I called HughesNet last night.  Was told they messed up when they submitted to Advanced Support.  They gave me a new case number (109393991) and told me I had to go to the back of the line.   Now remember, a few months ago I had to deal with a dish misalignment and they kept sending installers out who no-showed.  Each time, I had to go to the back of the line again.   And here we are, again failed tech support and back of the line.   So @Liz and@Amanda, we're done.  You've completely lost me as a customer.   Fix it or don't. I don't care.   I'm not going to burn any bridges, because who knows what the future hold.   But for now, I'm just done.  No more consideration, no more pondering what is better. When the other company comes to my area, I am gone.  I don't even care if they offer a better package, I am just done with HughesNet.   Hopefully you'll still attempt to fix the issue, and I will continue to be courteous and supply you with whatever you need to resolve the problem.   But we're done. ... View more