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About GabeU
since
01-04-2016
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GabeU
Distinguished Professor IV
9309
Posts
2236
Kudos
155
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Thursday
@Geoffrey Leach For the sake of clairity, is your wife's email also HughesNet? I ask this because there is a known issue some are experiencing with HughesNet's email and other providers... https://community.hughesnet.com/t5/Tech-Support/HughesNet-emails-are-NOT-getting-delivered-to-AOL-users-Is/m-p/115753#M78126
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Thursday
@abarad05 wrote: Also, what if I wanted a printed statement instead of being "paperless", and I want to remain on AutoPay. I'm not sure that is even an option for a Hughesnet customer, but let's go with it. Will my statement get printed and mailed and my AutoPay amount deducted all on the same date? Thus, I would receive my paper statement 3-5 days after I've been charged? Unfortunately, there is no option to do this. The only statement to be mailed would be if you went with paper billing. You can, however, print your invoices from the the MyAccount site. And there's no need to apologize. Your questions and concerns are exactly what this forum is for. The reps are normally on M-F from approximately 9AM to 6PM EST, though Damian is occasionally on during the evenings. If they have any info, comments or questions, I'm sure they will reply.
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Thursday
@mountaindoug Unfortunately, the diagnostic codes are a mystery to anyone other than HughesNet's own support. What are you seeing for a State Code in the System Summary box at the top of this page?
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Thursday
1 Kudo
@abarad05 Firstly, no, I'm not a HughesNet employee, but rather a longtime customer and longtime Community member. Regarding refunds, once a refund has been issued it normally takes up to ten business days for it to be reflected, depending on the financial institution. However, the chance of being overcharged for something is extremely small. Barring state or jurisdictional taxes changing or a plan or special discount ending, your bill is exactly the same every single month, and always generated on the same date.
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Thursday
@abarad05 If you want time to be able to pay your bill after it's created, you can call 866-347-3292 and request to be put on paper billing, which allows you to manually pay your bill by the due date. There is a $5 monthly fee for this. The notification you're referring to is for customers on paper billing.
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Thursday
1 Kudo
@maratsade wrote: Definitely. Additionally, to refer to Internet services that work over a satellite orbiting the planet as "antiquated" reveals a dismal level of ignorance. Agreed. The actual systems that could be considered antiquated, or are getting that way, are ground based services that still require some sort of physical medium to deliver service from point A to point B, regardless of their bandwidth or system capacity.
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Thursday
1 Kudo
@starrylee When you stream, are you turning off (or pausing) the Video Data Saver? When the Video Data Saver (VDS) is on, which is the default setting, your streaming speed is throttled to that which is amenable to SD (DVD quality), which means you won't get any higher than about 2.5Mbps to 3Mbps at the very most. If you turn the VDS off or pause it, however, the throttling while streaming will stop. But, keep in mind that the VDS is designed to do just what it's name suggests, and streaming in HD uses a considerable amount of data compared to SD. With Netflix it's about 3GB vs 0.7GB per hour, respectively. Though it's not a HughesNet accepted speed test, fast.com can show you the difference between the VDS being on and off (or paused), as the test mimics streaming (it's owned by Netflix). Hope this helps. :)
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Wednesday
@tkn42 While you're right about things voraciously consuming data, a lot depends on what devices you have and how tightly you can lock them down. I have three Windows 10 Pro PCs, a Raspberry Pi 4 and Raspberry Pi 3B+, both with Raspbian, and a smart phone, all kept up to date, and with all of them locked down I'm able to get by with the 20GB plan without running out of data. And that's while browsing, paying bills, using social media, watching Youtube videos and streaming, though the streaming is done with PlayOn Cloud and the items are normally downloaded during the Bonus Zone. That's not to say that I haven't run out of data, as when I've downloaded more during the day than I should've I have, but I knew it was coming before I did so. Most devices can still be locked down so that they use very little data on their own. Then it all depends on what one actively does. The following is current. Two more hours until reset...
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Wednesday
1 Kudo
@Quinatt wrote: Actually, that’s confusing. Why would upgrading to 20gb mid-month from 10gb be prorated to half the price? You’re still getting 10gb more regardless of the fact you only get 15 days less to use it. Maybe I’m not understanding correctly. Because you're paying for the plan, which includes the data, not the data itself. Basically, at the point you upgrade, your old plan will end and the new plan will begin, with the price of the old plan being prorated because you didn't use it for the entire 30/31 days, and the new plan will be prorated because you aren't going to be using it for the entire 30/31 days. The difference will be on the next bill, because the bill for the current month has already been generated and paid, as HughesNet uses forward billing. IOW, when a bill is generated and paid, it's for the forthcoming 30/31 days. If you're on day 15 of a 30 day month of a $50 plan, you've used $25 worth. If you upgrade on that day to a $60 plan, you're going to have a $25 credit for the second half of the $50 plan that you didn't use, but already paid for, and a $30 bill for the second half of the $60 plan that you will use. So, a $5 difference from what you had already paid for the month, which will be added to the next bill, which will then be $65. Of course, these figures are arbitrary and don't include lease fees or taxes, but are just being used as an easy example.
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Wednesday
1 Kudo
@Quinatt Right now there is actually deal going for extra tokens. You may have gotten an email about it today. When you buy 10GB of tokens you get an extra 5GB for free. When you upgrade your plan mid month, which you can do, the fee will be prorated for this month, so if it's halfway through it should be somewhere around $5 (if the 20GB plan is only $10 more), which will be added to the next bill since you've likely already paid for this month's. My advice would be to upgrade your plan, as $10 for 10GB more is still a much better deal, especially if you're going to be needing more data than you presently have every month.
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Tuesday
1 Kudo
@VickyA Though Damian will likely reply, just in case he doesn't, when you get home this evening, and with a device that is connected to the modem, go to this page. This page will show you what is and what was, and what may still be, connected to the modem. Make sure not to unplug modem before looking at this page, as unplugging it will wipe out the logged info. This way you can narrow down what the culprit is. Chances are very good that something you either weren't aware of or don't remember was connected and used the data. Hopefully you'll hear from Damian or someone else before then, but just in case you don't, take a look at that page.
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Tuesday
1 Kudo
@Oregonsoulm8s Data usage problems are actually somewhat common. Those who take part in the troubleshooting process very often find the source(s) and remedy for the problem fairly quickly. I hope you do the same. :)
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Monday
2 Kudos
@Reggie wrote: I'm beginning to wonder if Glenn knows how to take a screenspot & post here. If not, he could have just asked "How do I post a snapshot here?" instead of page after page of nonsense.
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Monday
1 Kudo
@Glenn wrote: Maybe you missed where I posted SEVERAL times that I did. Maybe you also missed where I said that no one can unless you work for hughesnet and can fix the problem. Then quit playing your little games and post the snapshots, and don't say you did, because you haven't done so. NO ONE can "fix" your alleged issue until you demonstrate it, which you have yet to do, and which that test will do. When you do so, the next step can be taken. Until then, nothing can be done for you. This is patently ridiculous. You've been told what you need to do over and over. Your refusal to do so is on you.
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Monday
@macsociety I was just curious. I know that back in late 2017 beam 55 was having a lot of speed related issues. Whatever the cause, I hope it gets remedied soon. Edit: Ah, Beam 19 on the ES17. Haven't heard anything about that one.
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Monday
1 Kudo
@Reggie wrote: Then the only thing I can say is you will have to wait for HN Reps to help. I've helped all I'm able. Goodbye & good luck. The problem is that the reps have already seen this thread and they're waiting on him to take part in the process. He needs to run the modem isolation test, which is the first step in that process, but thus far he's refused to do so. We've all tried to help, but to no avail.
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Monday
@Glenn wrote: The OP does want to solve the problem. It's just that no one on here so far can solve it. Not when you won't take part in the troubleshooting process and run the test as instructed. If and when you finally decide to do so the next step can be taken. It's interesting how you signed up to a support site and created a post concerning an alleged issue, yet you refuse to do what's needed to fix it.
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Monday
@macsociety Are you on the beam that was having problems way back when? I think maybe 55 on the ES19?
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Monday
@lorraine72 The $49.95 is the plan price, but there is also $14.99 equipment lease fee and taxes. The two other charges likely have to do with taxes and/or some type of prorated charges, but you can sign into the MyAccount site to see, as maratsade explained. Check your invoices on the "My Bill" page. Edit: While viewing an invoice, you can scroll down to see the Descriptions of the charges, each of which you can click on for a further breakdown.
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Monday
@maratsade wrote: Yep, the Kindle will eat gobs of data if you don't turn off the wifi (not sure if you can; I have an older model and it was possible to turn off the wifi). Is it because it's sort of acting like a cloud connection, constantly transferring data?
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Monday
@Oregonsoulm8s That they show that kind of info is fantastic. Another tool in the chest for trying to figure out the source of high data usage. I have no doubt that this will help people. Thank you for the info. :) I hope you can figure out what's going on with your Kindle.
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Monday
1 Kudo
It's likely that they meant to use your ID to sign up, not as a Community name. I don't know if it's the same now, but you used to have to use your account number to be able to create an account, so this is why they would have said that, but again, not as your Community name. Hopefully a rep can help you to change it if you can't find a way to.
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Monday
Original Poster, I don't know if you can do this, as I haven't had to try, but as Mark mentioned, you should immediately change your Community name if you can. NEVER reveal your SAN (account number) in public. As for your issue, it's possible that the charge was placed for the call due to the tech finding nothing wrong. Whatever the case, I'm sure a rep will take a look. They're normally on M-F from approximately 9AM to 6PM EST. They usually answer within a day or so, but when coming back from a four day weekend like this it may take them a little longer. Again, though, I can't stress enough trying to change your Community name.
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Monday
2 Kudos
@Cblucas3 wrote: I'm going to request this thread to end. I don't know what you mean by text spacing and being hard to read. What we are doing here is text. Pasting copied traceroute output from the Command prompt doesn't come across well. It loses its layout, making it difficult to read. This is why Mark recommended a picture. If you don't have an ethernet cable do it via WiFi, but be aware that, if your WiFi connection is weak, it can cause the results to be highly inaccurate. And no one is saying you're lying. We're saying your belief is very likely mistaken. BIG difference. You're making this more difficult than it needs to be.
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Monday
@Aprilstar wrote: So at the end of the month they slow your data down to where it's useless. When you exhaust your monthly allotment of high speed data your speed is throttled.
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Monday
1 Kudo
@Chcox5000 After a little searching, I found this... https://testmy.net/quickstats/Cox5000 If this is you, you need to run more tests, and they need to be run in a specific way (LAN cable device, WiFi disabled, specific sizes, etc.). The instructions for the tests are in the following post... https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607
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Monday
1 Kudo
@Chcox5000 While signed into your testmy.net account, click on My Results on the upper right. Then copy and paste the URL in the address bar of the My Results page. That's what we need. It will look like what maratsade described.
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a week ago
@jking2665 First, please make sure that you are not out of data, which you can do either here or with the HughesNet Usage Meter. If you are not out of data, the reps will need some speed tests to be run in order to help, but they need to be run in a specific way: i.e. while signed in to a created account, using specific test sizes and in a specific manner. The following are the instructions for the tests... To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform a batch of 3-5 tests during different parts of the day, then share your testmy Results page URL with us here. Most important points to remember during this test: -do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used) -disable the WiFi in the HT2000W modem while the speed tests are being performed -the testing device should be the ONLY device connected to the HughesNet modem while testing -use the manual 25MB size download test file -if testing upload instead of download, use the manual 3MB size upload test file -space each test at least 5 minutes apart -post your testmy results URL here, it may look something like http://testmy.net/quickstats/yourusername For a more in depth guide on running the tests, please see this site. The Reps are on M-F from approximately 9AM to 6PM EST. They will be the ones to address your speed issues, but they will need these tests to do so. If you don't know how to disable the WiFi in the HT2000W modem, please see "How do I manage my built-in WiFi modem?" in this PDF. Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).
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a week ago
@lighthope1 They locked your threads because you keep blaming your issue on HughesNet and wanting them to fix it when it has been clearly demonstrated that the problem is with Century Link. They can't fix a problem with Century Link any more than someone's vehicle manufacturer can fix potholes in roads around their home. And you can claim all you want, but facts are facts. Traceroutes are the most accurate demonstration of latency.
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a week ago
@Cblucas3 wrote: There is all this talk of distance affecting latency which doesn't seem to wash. If the signal has to travel 88,000 miles latency shouldn't be an issue when the speed of light is considered. It's actually higher than that, because you aren't on an island on the equator, directly "under" the satellite. It's more like the mid 90s or so. The latency due soley to distance will be at least somewhere around 500ms, and the further your location and your gateway's location from the satellite, the higher it will be. Add the infrastructure the signal has to travel through and that adds another 100ms or so. As others have stated, testmy's latency calculations of very often off by quite a bit, and consistently. As also stated, the best latency calculations you can get are by running traceroutes. The ES19 satellite has a capacity of around 200 - 225Gbps. HughesNet has approximately 1.4 million customers. How many of those customers are connected to the ES19 sat is anyone's guess, but it's likely no more than half, as there are still numerous people connected to the ES17 and older satelites, though the older ones are dwindling.
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