About sli-er_15

Hi Liz,   Somethings happening. Sort of. The usage now shows "Please wait while we retrieve your information...". That's it, no usage grapg comes up. ... View more

Thank you Liz. The error is now "We cannot communicate with your gateway at this time" when I tried to view our usage. Any chance I can get back my data usage monitor in my modem at the same time?  ... View more

You're welcome and thank you too, Liz. ... View more

Hi Liz, I've attached the screenshots you requested. The meter in my account, that's now showing the error, used to show 100% whether I used up all our FAP or not. From there I used to click on a "Buy or renew tokens" button where I'd input my DSS# and zip code to get a popup page that shows my FAP was either still OK or used up, no graph there to see how much FAP we currently have or used up. The usage meter in the System Control Center disappeared when the TCP acceleration was disabled earlier this year. There is no link to the usage meter on the left side of the window anymore, it used to be there with the "Home", "Problem Troubleshooting", "Detailed Problem Statistics" etc. links. The "Fair Access Policy Threshold Exceeded" has been "Unknown" ever since the TCP acceleration was disabled. Sometime an OK is listed when the free download period starts up at night. ... View more

Hi Liz, Unfortunately I couldn't test my connection speeds during the time FAP was disabled. The system light on my modem died right before the time FAP is disabled. We tried a few things before the tech from Fairbanks called a HughesNet tech to see what else we should try but, instead he was told that I should send the modem for a replacement. So, I am currently waiting for the new modem to arrive. I'll let you know how it will work out during the free download period when I receive it. ... View more

I'm a little confused, Liz. I thought doing a TurboPage Teardown just re-connectes the modem to 1 of 10 servers. How does a teardown disable or keep the TurboPage off?  ... View more

Hi Liz,   A tech from Fairbanks finally did contact me and said that it would be way too expensive for them to come out here. It would cost them something like $1000 roundtrip for a couple tickets. He did give me a few tips on what I should try with the antenna pointing so, I'll try that myself and hope I don't mess it up. How do I disable Web acceleration/TurboPage on a HN7000S modem?  ... View more

Good morning Liz, I've been patiently waiting for a tech to contact me on setting a date for them to check on my equipment. So far, nothing. I tried to go through the antenna pointing in Installation/Setup and found that it was below the minimum (60?) in order for it to pass. I barely got it to go over 60 but couldn't get it any higher than 63 where it finally "passed". I'm guessing that the number drops below the minimum for some reason and that is why my connection drops or slows down considerably during the free download period. Is there any tips I can try to get the Cross POL Test number higher than 63? The signal strength is 76. Thank you. ... View more

Hi Liz, Thank you for updating my query. I don't really understand, my connection is fine when FAP isn't disabled, it's a bit slower than usual but I don't get the same slowness or no connection that I experience during the free download period every night. I attached a couple ping tests, one is taken during the day and the other from when the FAP is disabled. Since there is no tech here that I know of, where is he/she going to come from and do I have to pay for their roundtrip air travel? It'll cost me in the hundreds of $$ if that's the case. ... View more

Hi Liz,   Thank you for the update. I sent you a PM. ... View more

Hi Liz, We just got back from being out of town for a week. Our connection has been really good so far, thank you! I kept getting a "We're sorry, but your site is current unavailable. Please try again later." for a while when I tried restoring a token to renew our download allowance. My son probably used it all up since he came home a day earlier than my wife and I. After waiting a few hours I successfully restoed a token though. Will we get any credit for the time we've had practically no internet? Thank again! ... View more

That’s good news. I’ll be out of town for a week so I won’t be able to see if the engineers idea is working or not. One of your customers will text me their account # later. The other, I don’t know how to contact him other than Facebook, where he posted he finally got on after a week of no internet and since then I haven’t seen any other posts from him. He lives in a town close by that has the same type of modems we use. ... View more

Another week has gone by, any word from your engineer yet? I've heard of a couple HughesNet customers having problems with their connections too, so my problem might not be an isolated case. One of them said they contacted tech support but was told everything was fine even though their connection went out. ... View more

This is really odd and really frustrating to say the least. After no updates from you and the engineer, I finally called the dealer I bought the HughesNet equipment from and he said all the parameters looked good from the info I gave him from some from some various settings from the modems Advanced Menu. He then told me to call 888-999-4132 and tell them that all the parameters looked good but I wasn't getting any steady internet. Instead the the tech told me everything looked good and reset my modem and told me to call again if I have more problems (case #899857). The reset sort of fixed my connection for a while but it's now back to getting internet in 5-10 second spurts, then anywhere from 2 - 5 minutes of nothing. When I finally do get internet, pings to various site e.g. google, yahoo and hughesnet all come back averaging 1500ms or so but when I don't get anything all the pings come back as "request timeout" or "can't find host". I tried bypassing my Apple router and connect the modem to 3 different Macs, 1 desktop and 2 laptops, and all 3 Macs show the same spurts and no internet for a while. All this time that is happening the System Control Center is showing "Green" for the system status. Why am I not getting any steady internet?!?!?  ... View more

An update to my problem. I've been checking on our connection every once in a while to see if the techs addressed my problem. Earlier today when I went online our connection was pretty good with most of the pages loading up pretty fast while others took anywhere between 10 - 20 seconds to start loading. i noticed in the System controller Status page, under Web Acceleration Status an bold "[S]" next to Inactive. I remember seeing this in one of my google searches of my problem so i went to check in the Turbo Page to find a new IP address starting with 171? with the Port number empty and the "Use the current TurboPage Server" chosen. After a few hour break from the internet I tried getting online again but this time it was real slow until in went nonexistent. I tried a turbpage tearrdown using the above setting with no effect so I restarted the modem. It took a while for the system light to turn on but it didn't help with my connection, I then looked at the System Control Center to find no {S} next to Inactive and the User Config defaulted back to "Auto Select turboPage Server" and Port Number 86 with the IP address empty. Now I am getting no internet again with all my pings coming back as Request timeouts. For a while I thought my connection was fixed. 😞 I'm guessing the green check marks in the DNS Acceleration [N] is when I had a good connection earlier. When I had no internet it had all red Xs. ... View more

@Liz wrote: Good morning sli-er_15,   Thanks for posting and sharing these details. I've escalated your concern to an engineer to see what we can do. Once I have any updates to share I'll post back.   Your patience and understanding are much appreciated.   Thanks, Liz   Thank you, Liz. Here's a couple more hourly reports just in case they might elp in narrowing down the problem. --------------------------------------------------------------- System Level Diagnostics --------------------------------------------------------------- Monitoring interval MON DEC 21 10:50:00 2020 - MON DEC 21 11:50:00 2020 Problem(s) Detected [*** - Triggering Statistic(s)] Uplink Queuing, DNS Acceleration[N] Overall BAD Transport BAD DNS BAD --------------------------------------------------------------- Transport Layer Diagnostic Statistics --------------------------------------------------------------- Outroute Type: DVB-S2-ACM Outroute Symbol Rate: 30(MSps) Outroute ACM enabled: Enabled Inroute AIS enabled: Enabled Status BAD Current SQF 80 GOOD SMA Reset Error 1 INFO ACM MODCOD Mismatch (Higher) 0 INFO ACM MODCOD Mismatch (Lower) 0 INFO Retx count to stream ACK ratio 27(0.08%) MARGINAL Priority Q 1 very high latency pkts 15(0.13%) MARGINAL Priority Q 2 high latency pkts 97(5.77%) MARGINAL Priority Q 2 very high latency pkts 17(1.01%) BAD * TX CODES: None --------------------------------------------------------------- DNS Diagnostic Statistics --------------------------------------------------------------- Status BAD Timedout DNS queries 342(33%) BAD * --------------------------------------------------------------- Traffic Activity --------------------------------------------------------------- Interface Bytes Packets Rate Activity LAN Rx 6.85M 30066 15.23Kbps HIGH Uplink 7.21M 22244 15.23Kbps TYPICAL Downlink 4.83M 19278 10.74Kbps IDLE LAN Tx 3.57M 21133 7.94Kbps IDLE --------------------------------------------------------------- System Level Diagnostics --------------------------------------------------------------- Monitoring interval MON DEC 21 12:50:00 2020 - MON DEC 21 13:50:00 2020 Problem(s) Detected [*** - Triggering Statistic(s)] TCP Acceleration, DNS Acceleration[N] Overall BAD PEP BAD DNS BAD Current SQF 79 GOOD --------------------------------------------------------------- PEP Diagnostic Statistics --------------------------------------------------------------- Status BAD Rx SACKs 117(0.78%) MARGINAL RSTs received 2 BAD * --------------------------------------------------------------- DNS Diagnostic Statistics --------------------------------------------------------------- Status BAD Timedout DNS queries 592(30%) BAD * --------------------------------------------------------------- Traffic Activity --------------------------------------------------------------- Interface Bytes Packets Rate Activity LAN Rx 9.12M 46846 20.27Kbps HIGH Uplink 9.17M 38052 20.27Kbps TYPICAL Downlink 17.55M 38977 39.00Kbps TYPICAL LAN Tx 15.95M 38191 35.43Kbps TYPICAL Hopefully it wont take too long in fixing our issue. Thanks again! ... View more

@GabeU wrote: @sli-er_15    At this point about the only thing you can try is power cycling the modem, which means unplugging it at the outlet, waiting for at least 30 seconds, then plugging it back in.  After waiting for at least five minutes, try the net again.   Other than this, the reps will likely have to help.  I'm not sure if they're off tomorrow due to Presidents Day.   Hopefully the modem hasn't gone bad, as I don't believe HughesNet has replacements anymore (I could be wrong), and no used 7000 series modems that people sell on various websites can be commissioned.   Thank you GabeU for your suggestion. Unfortunately it is still the same. Just for kicks I looked around in the System Controller Advanced Menu > Diagnostics >  Hourly History, it shows red Xs for Uplink Queuing for about hlf the time and red Xs for about a 3rd for TCP Acceleration and red Xs all across the board for DNS Accelleration[N]. What strikes me odd is that it is showing the current network time as Mon Dec 21 23:21:40 2020 for the last 24 hour problem history.  Here is the report from the last DNS Accelerartion red X, hopefully it will help in fixing our connection. --------------------------------------------------------------- System Level Diagnostics --------------------------------------------------------------- Monitoring interval SUN DEC 20 23:25:01 2020 - MON DEC 21 00:25:01 2020 Problem(s) Detected [*** - Triggering Statistic(s)] DNS Acceleration[N] Overall BAD Transport MARGINAL PEP BAD DNS BAD --------------------------------------------------------------- Transport Layer Diagnostic Statistics --------------------------------------------------------------- Outroute Type: DVB-S2-ACM Outroute Symbol Rate: 30(MSps) Outroute ACM enabled: Enabled Inroute AIS enabled: Enabled Status MARGINAL Current SQF 77 GOOD SMA Reset Error 0 INFO ACM MODCOD Mismatch (Higher) 0 INFO ACM MODCOD Mismatch (Lower) 0 INFO Retx count to stream ACK ratio 7(0.02%) MARGINAL Priority Q 4 high latency pkts 191(7.32%) MARGINAL TX CODES: None --------------------------------------------------------------- PEP Diagnostic Statistics --------------------------------------------------------------- Status BAD Zero window txed 641(3%) BAD TCP messages retxed 213(1.01%) MARGINAL --------------------------------------------------------------- DNS Diagnostic Statistics --------------------------------------------------------------- Status BAD Timedout DNS queries 207(24%) BAD * --------------------------------------------------------------- Traffic Activity --------------------------------------------------------------- Interface Bytes Packets Rate Activity LAN Rx 7.89M 22064 17.53Kbps HIGH Uplink 7.97M 14724 17.53Kbps TYPICAL Downlink 12.29M 20543 27.32Kbps TYPICAL LAN Tx 11.22M 23172 24.93Kbps TYPICAL   ... View more

@Silviron wrote: Is your system still running bad, Sli-er?   Mine cleared up almost exactly 48 hours after the problems began, at about 7AM Eastern US time this morning, and is currently running as good, or maybe even better than usual.  Maybe  'the engineers' were working on the 7000 system over the weekend, and had it crippled, rather than doing it during the week so as to not interfere with people who need it for business.???   Anyway, I hope yours is working good now too. Yes, it's been back to normal about that time as yours I think. Interesting that someone from HughesNet havent explained on here if they did in fact worked on the 7000 system. ... View more

@MarkJFine wrote: I run a MBP with Parallels VMs of Fedora 30 and Win10.   Just flushing the DNS in the Mac won't solve the problem if the cached DNS in the modem is corrupted, nor will it prevent re-corrupting it from any other cached DNS that's corrupted somewhere else on the LAN.   The only sure way to kill a corrupted DNS that exists on your LAN is the method I prescribed.   That said, it may not be the problem, I'm just saying this is how to ensure it isn't. Thank you,Mark. I'll keep that in mind for the next time. ... View more