About GabeU

I'd add to check the extensions you have installed on your browser. They can sometimes cause weird issues. ... View more

The problem could be caused by a number of things, but if it's not something that can be assessed or resolved remotely there's no way to know without a tech troubleshooting it on site.     HughesNet doesn't use 5G. That's a cellular standard. ... View more

@himetime    Does it seem to be only the ethernet cable connected desktop that's having this issue, or are you seeing something similar with the WiFi connected devices, especially the laptop?     If it's only the desktop, a couple of things I suggest trying are...   connecting to one of the other ethernet ports on the back of the modem to see if it makes any difference another ethernet cable, if you have one If it's happening with the other devices as well, or if the suggestions don't help, hopefully Damian or one of the other reps will be able to help with the issue. ... View more

You can suspend your account for up to six months in any given 365 day period. However, you'll still be charged the monthly lease fee if you lease, and I believe any applicable taxes for that lease fee. Also, and I mention this primarily for others that may read this, the end date for any commitment, like from the initial 24 month service commitment or from a service upgrade that required an equipment change, will be pushed out for as long as the service is suspended.   To suspend the service, you can call 866-347-3292 for residential plans or 800-347-3272 for business plans. ... View more

You'd be better off continuing with the same topic you already had.    Also, it's unhelpful to include so many tags, especially ones that don't apply. Tags are for search purposes.   @AcpResearcher wrote: When do service plans need to be changed (upgraded or down graded) to take effect in desired billing cycle calendar month? & When do promotional services need to be canceled to prevent being charged for them? Service plan changes take effect immediately. If by 'promotional services' you're referring to add ons that have free trials, they need to be cancelled within the time specified in the advertisement to avoid being charged. ... View more

@Mb12 wrote: I can be there any day week of 10/10 or the week of 10/17.  Please remove SAN from my post as I don't know how. Being that the reps likely won't be back until tomorrow to do it for you, and being that they almost assuredly don't need the snapshot anymore, you can just delete it from the post. To do so, you can click on the three vertical dots to the upper right of the message and then click "Edit Message".  You can then just remove it like you would text, like using the Delete key or Backspace through it.    However, just in case they do end up still needing it, here is the snapshot with the SAN erased...     ... View more

@Mb12    You should edit your SAN out of the snapshot. This is something that shouldn't be viewable to the public. ... View more

@Cwright30    The period at the end of the sentence got caught in the private message link in Damian's post, so it's not working correctly. The following is the correct link...   https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 ... View more

@Damian    Oops. While I was typing my reply I missed that you had posted. ... View more

The reps can likely have a sales call review performed. However, they'll need specifics regarding what you feel you were lied to about regarding service usage and what you can do with your service.    The reps are on Monday thru Friday from 9AM to 6PM EST, so you should see a reply from one tomorrow. They may need some personal info from you in order to locate your account, but they'll ask for it to be sent via Private Message. ... View more

The reps will assuredly have to see if they can run remote diagnostics on your HughesNet equipment. Being a new community member they may need to get some personal info from you in order to locate your account, but they'll ask for it to be sent via Private Message. However, though there is occasionally a rep on in the evenings, their typical hours are 9AM to 6PM EST, Monday thru Friday, so it's likely you won't get a reply until tomorrow.   In the meantime, it would be best to not reset the modem, as it's still possible that it's trying to go through an activation process. If you'd rather not wait for a reply from a rep here, you can call 866-347-3292 for 24/7 technical support. ... View more

Based on experience and from seeing other examples on here, a signal strength of 15 quite often means there's some kind of connection issue. The modem is likely fine, but can't connect to activate. Your prior signal strength of 57 is, at least to me, of note. That's not necessarily too low for service, but what might be enough for one location might not be enough for another.   I'd expect that a site visit will be needed to fix the issue. However, I can't see what the reps can, so this is only a 'somewhat' educated guess.     While it's possible you may see a reply from a rep this evening, as sometimes one is on later than the normal 6PM EST offline time for them, it's more likely that it'll be tomorrow.    Hang in there. ... View more

@tbo7767    For speed issues, please read these instructions and then start a new topic in Tech Support to get help. ... View more

Hopefully @Damian or another rep will reply soon and check to see what could still be causing the dropouts. ... View more

@farmerhugh    I'm sure the reps will want to run remote diagnostics to check if anything's amiss.     Regarding your the router, there's nothing wrong with using 3rd party routers. A lot of people do, and for a variety of reasons, including better/more control options or increased WiFi coverage, though that all depends on the router being used, of course. You'd just want to make sure to disable the WiFi in the HughesNet modem so that you don't have two WiFi sources interfering with each other. This post from a couple of years ago explains what you need to uncheck in order to turn off the WiFi in the HughesNet modem. ... View more

@EricS wrote: Regarding the multiple devices causing the slowdown, I just tested that, and it is 100% false!  I'm going to start another post so I can hopefully get a manager to correct this false information. No, it's not false.  If multiple devices are actively using the bandwidth, that bandwidth will be divided. There's no indication in the OP's information whether devices were active or not.   Further, a rep has already offered help.  Jumping on someone else's topic to post nonsense helps no one, much less the OP. ... View more

I wonder if the installer was mistakenly thinking of another model regarding a WiFi connection. Or, perhaps, he or she was referring to accessing it through your network, like from a tablet or phone connected to the network via WiFi.   These are just guesses.   Judging by the manual, Ethernet is the only connection available. It mentions an Ethernet connection many times throughout, but the only mention of WiFi is concerning the device being used for remote access. ... View more

nt ... View more

@Brayhaven wrote: it said there was only one satellite and a capability of something  like 240K subscribers capability at the advertised volume & speed.  Keep in mind, however, that because system load varies, the system can actually support a much larger number of subscribers.   The only way they could remain a viable company with a low enough subscriber base to guarantee 25Mbps at any given time, barring technical or weather related issues, would be to charge an inordinately high monthly fee. Likely upwards of $500 or more.  Maybe even $1000. ... View more

You can find information on the Video Data Saver in the link in my post. ... View more

Try turning off or snoozing Video Data Saver to see if it makes any difference, especially if you're trying to stream in HD.     Keep in mind, however, that the combination of system congestion and the high latency inherent to geostationary satellite internet can cause buffering issues with streaming, especially at higher resolutions. ... View more

@Brayhaven wrote: Why would your system be showing my TV service.  They shouldn’t be connected. When the reps check your HughesNet equipment remotely they're able to see what devices are connected to it. ... View more

@Brayhaven wrote: I read the info on speed. Apparently they don’t accept the speed measurements by any of the other accepted programs.  Just with a cable? And sitting around to get readings throughout the day?   I’m not sure I  know how to do that. - Requesting that all testing is done at testmy.net ensures uniformity.  Also, testmy's results give the reps some info that other tests don't, and info that can help them to determine the cause of a problem. - Testing a few different times a day is ideal, but the reps are fully aware that many people simply aren't able to do this, so just test when you can, but make sure that when you do you run at least three tests, and spaced at least five minutes apart.   You can also perform automatic testing at testmy, meaning you can start it and walk away, not having to manually run each test.    To do so... After signing into your testmy account, click on Automatic Testing on the main page.  Then set the options page as follows...        Combined, 5 Minutes, 5x, 25MB, 4Mb and No Forward checked.  Then click 'Start Automatic Test', and it will run the Download and Upload tests for you.  Just don't close the browser page, as it will stop the testing.  Then, after all of the tests have completed, which will likely take somewhere between twenty and thirty minutes, you can post your 'My Results' page URL into a reply so the results can be viewed.     - Testing with a device that is connected to the HughesNet modem via LAN cable ensures a solid, direct connection and eliminates any possible WiFi issues that can negatively affect speed.   Edit:  Testmy also doesn't trigger the Video Data Saver to kick in, which some tests do.  Netflix's test is one of them, as can be seen here. ... View more