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About lighthope1
since
11-03-2015
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lighthope1
Junior
185
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25
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10-24-2019
10:37 PM
I don't know if this will be relevant, but this page https://gallifreybase.com/gb/ Took 21 seconds to load. This page https://my.hughesnet.com Took 23 seconds to load. This page https://www.facebook.com/ Timed out and failed to load.
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10-24-2019
09:41 PM
Oh, to add to the record, someone from HughesNet called me. Unrelated to this issue, it was for something else. But I did bring this problem up (as well as the extremely unhelpful Tier 4 support person), and she is investigating the issue. She said she'd call back. I did mention the possibility of a data clog being the problem. I will report when (if) she does.
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10-24-2019
09:39 PM
I've tried a couple more sites. Some just time out. I also tried the command prompt ping test. That comes out at 600ms fairly consistently. So now we have to ask the question: Why does a ping test come with low ping, but streaming data have such problems. The only thing I can think of is what someone else brought up: There is some sort of data clog somewhere. Sometimes doing a download test from testmy.net (the site Hughesnet tells us to use!), shows it hanging for a long them, then sending the data in a whoosh. Upload tests have upload speeds all over the place during the timeline. That could be the problem. Not latency, but a data clog.
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10-23-2019
02:42 PM
@MarkJFine wrote: I wouldn't go by that latency chart. The only way to test your latency is to do your own pings/traceroutes to several major hosts. I've done that. But testmy.net had a chart I could post.
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10-22-2019
10:27 PM
Here is my latency from tonight: Range was 979ms to 2848ms https://testmy.net/latency?tID=uidalsi9s9
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10-22-2019
04:50 PM
3 Kudos
Here is a record of this current problem. Record begins. Case ##124526040 Had issue with low speeds in evening. 400K speeds. Was switched to different satellite. Speed problem solved, however, now am experiencing very high and wildly swinging ping times. Between 800 ms and 44,000ms!!!!!!!!!!!! (That 44,000 was only recorded once. Usual upper limit is 5,000 ms) At times, websites like Facebook won't load and any kind of streaming is impossibly stuttered. Called Tier 1 support. First call. Weather was blamed. Second call same day. Weather was blamed. Third call next day (Next day (10-18-19). Disconnected Called back. Represetative clearly did not speak English natively and had some communication problems. Representative said case has been escalated to Engineering department and that I would receive a call tomorrow in the AM. Reference #124564944. Very oddly the representative asked me what I had for dinner. Engineering called back 10-21 in the afternoon. Heavy storm overhead. Have to call back. Called back 10-22 1:37 PM. Told Tier 4 Representative about ping problems. I told him that ping was wildly swinging between 800ms and a record 44,000 ms. I also said that I never had this problem on the old satellite. Representative said he would not do anything about it, said 2000+ latency is just the way that it is. (Not a direct quote) I acknowledged that he refused to do anything about it. Representative thanked me for calling HugesNet Support. End of record. So bascially HughesNet Tier 4 told me to go suck an egg. They won't do anything about it. Great customer service. Wish there was another company in my area. Will keep looking and hoping.
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03-20-2019
03:50 PM
@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.
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01-19-2019
01:52 PM
@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!
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01-18-2019
04:40 PM
1 Kudo
@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.)
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01-18-2019
04:15 PM
1 Kudo
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.
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01-11-2019
02:42 PM
speedtest.net reports an upload speed of 0.19 mpbs. Download speed is 17.02 mbps, though it started out much slower. Signal strength is currently 129.
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09-06-2018
04:24 PM
Need a 40 gig plan option. 50 is too much for me and 30 is not enough. 115144826
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08-02-2018
09:25 PM
@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.
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07-31-2018
01:11 PM
@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.
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07-31-2018
12:23 PM
@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
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07-31-2018
11:23 AM
Additional: Unable to connect to Opera website to install new browser. Can download installer, but when installer attempts to download additional files, it hangs.
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07-31-2018
10:52 AM
@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.
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07-31-2018
01:23 AM
@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.
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07-30-2018
11:58 PM
I have been having trouble connecting to some sites. Can't connect to adobe.com or comodo.com. (Last successful connection to comodo.com was 5 days ago) Pages just hang or load but display nothing. Tried different browsers, tried turning off firewall, tried safe mode with networking, tried turning off Web Acceleration. Nothing. Thoughts?
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04-01-2018
11:31 PM
@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.
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04-01-2018
11:00 PM
@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.
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04-01-2018
10:58 PM
@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.
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04-01-2018
10:48 PM
@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/
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04-01-2018
10:42 PM
@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.
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03-28-2018
04:17 PM
@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.
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03-22-2018
01:14 PM
A while ago I upgraded my plan and I thought I saw that it refilled my data bucket for the remaining days. (Meaning I kept the same rolling 30 days, so about 7 days later the bucket refilled again and the 30 clock restarted.) Was that a glitch, or do you get a courtesy refill when you upgrade plans?
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02-27-2018
03:00 PM
@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.
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02-27-2018
02:35 PM
@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.
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02-27-2018
12:48 AM
1 Kudo
@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.
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02-22-2018
11:23 PM
2 Kudos
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.
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