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About GabeU
since
01-04-2016
3 hours ago
GabeU
Distinguished Professor IV
11192
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3191
Kudos
221
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a month ago
@cybercycle1 wrote: I don't mean to highjack the thread, but wanted to let you (both Gabe and Liz) know that I have been experiencing the same issues relative to those issues presented by Gabe. Are you referring to the main issue of the 11PM speed drop, the file download speed discrepancy, or both? If the 11PM speed drop, please do get a few speed tests in straddling the 11PM hour, or whichever hour it's hitting for you, if you're able, to show them that it's happening to another person. It hits right at 11PM Eastern for me, and goes from 40Mbps or so to 1Mbps or less in the span of two or three minutes, and nearly every night, though sometimes it's not quite as bad as of late.
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a month ago
@milenders Though I don't have iPhones, check your iCloud settings if the phones are using your HughesNet via WiFi. Cloud connections can plow through data like crazy if they're wide open.
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a month ago
@Liz Direct to MSN email test #20 and the forwarded email made it through to MSN today at 11:21AM and 11:22AM, respectively. A little over 18 hours after being sent. I tried two direct emails to MSN and, with my hughes.net forwarding set back to MSN, three automatic forwards originating from Gmail (Gmail >> Hughes >> MSN). Everything came through at MSN, though the first of the forwards was slightly delayed (30 seconds or so). When I first signed into email the Inbox number issue went away after I deleted the one email that was still in the inbox (the forward request from yesterday). I then closed email and reopened it, and that pesky 32 was back. After that I performed the above tests. Still no Community notifications being sent to my hughes email.
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12-17-2020
09:33 PM
1 Kudo
@vlzbook Comparing cable internet to satellite internet is like comparing a 20lb watermelon you grew in your back yard to a small exotic fruit you had to import from the Orient. Satellite internet has much less capacity than ground bases services, so it's more subject to the effects of congestion. It can't be expanded like ground based service can. It has twenty times the latency, which can negatively affect some activities. It's also considerably more expensive, per capita, to both provide and maintain. Good luck with your new service.
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12-17-2020
09:25 PM
@Qfyffe So you come here to ask for help, and then threaten? SMH. Hopefully your lawyer doesn't charge to inform you of the arbitration process in the Subscriber Agreement. The reps are on M-F from approximately 9AM to 6PM. They usually reply within a day.
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12-17-2020
05:25 PM
@luckynitro07 For reference, when experiencing a technical issue, please only reset the modem when instructed to by a rep. Resetting the modem incorrectly, or in the wrong instance, can actually cause more harm than good. By "reset" I'm referring to utilizing the reset button on the back of the modem. I hope you're back online soon.
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12-17-2020
05:14 PM
@Liz I tried manually forwarding your message to MSN, but it did not make it. No failure notice. However, I changed the automatic forwarding at hughes.net back from Gmail to MSN, then sent two messages from Gmail to hughes.net and they DID forward to MSN. I then sent four direct emails from hughes.net MSN. Tests 19, 20, 21 and 22. Thus far, tests 19, 21 and 22 have come through. Test 20 has not. Those three came through immediately, as did the two forwards. Test 20 has not given a failure notice.
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12-16-2020
06:23 PM
@Liz I figured it would be best to. I know that Microsoft downloads can sometimes be a bit temperamental. That other one is for the Malwarebytes offline installer.
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12-16-2020
05:27 PM
1 Kudo
@maratsade wrote: Update: now notifications have stopped entirely -- they're not even going to Webmail. Welcome to my world. 😛
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12-16-2020
05:18 PM
@Liz wrote: Hmm that is odd... and it's just happening for Google Maps? Otherwise other sites are loading normally? Does this occur in the daytime as well? -Liz No, not just Google Maps. It's just that Google Maps is one of the most frustrating, as it's something I'm waiting for in the moment rather than, "I can install this later". This is just now... That's 619.2Kbps and 428.8Kbps, respectively, as what's above is in bytes per second. This is while getting a service speed of ~35Mbps. I ran a speed test in between the two file download tests and then one after. 34Mbps and 38Mbps, respectively. Edit: I didn't complete the downloads, as I don't need them. I stopped each one shortly after taking the snapshot. They were just for testing purposes.
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12-15-2020
08:57 PM
@Liz At this point I don't know how much of the 11PM thing has to do with the Google Maps loading problem, including street view. At around 8:42PM, while trying to load a satellite view, it's showing a loading speed of around 320Kbps (40KBps), while my overall speed shows as 38.2Mbps. I did notice that it's in Bps, not bps, so the above post concerning this is put in a little different light. Still, 320Kbps vs 38.2Mbps.
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12-15-2020
06:31 PM
@Asmodeus1313 wrote: I private messaged but no reply It can take a while to receive a reply if one is needed. Up to a day or more.
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12-15-2020
06:25 PM
@Liz I just tried two direct to MSN emails and they went right through. However, whatever they did now stopped my Community notifications being sent to my hughes email. SMH.
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12-15-2020
05:03 PM
@Asmodeus1313 Just in case, you can PM Damian either by clicking on his name and then clicking on 'Send a message' or by using this direct link to do the same.
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12-15-2020
04:46 PM
@Liz Emails #13 and #14 mentioned here did eventually come through at 5:06AM and 5:07AM, respectively. I just sent direct to MSN tests #15 and #16, and like tests #9 and #10 mentioned here, they failed, though unlike those two, these two failed immediately.
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12-15-2020
02:45 AM
@Liz Direct emails #11 and #12, which were sent at 4:57PM and 4:58PM respectively, were both received at MSN at 2:19AM EST, which is nearly 9.5 hours after sending them. They were received in reverse order (12 then 11). I sent email #13 and #14, both at 2:35AM. They have not come through yet.
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12-15-2020
01:27 AM
@jkbaca wrote: Upload speed with them was a little slower, but when you are down around 1 mbps, I'm not sure it makes much difference. If it's a ground based service (not satellite) it might. It won't have the latency that satellite internet has, which can help, even when the speed is low.
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12-14-2020
09:49 PM
1 Kudo
@Asmodeus1313 Hopefully the reps will reply tomorrow. If you don't normally do so, be sure to leave your modem plugged in so that they can run remote diagnostics on it if they deem it necessary.
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12-14-2020
09:45 PM
@jkbaca Because a data increase would have to be done across the board rather than on an individual basis, and because a data increase would have a negative affect on an already strained system, them doing so is extremely unlikely. They're continually doing what they can to improve service performance during the pandemic, but a data increase is the one thing that's probably not going to happen. Unfortunately, the only advice I can give is to see if using a lower resolution for the streaming is a possibility, and if so, seeing if it can be done while out of data and throttled in order to avoid having to buy data tokens. I know that's not very realistic, but it's about the only thing I can think of. When it comes to unlimited high speed internet service, or even service with high data amounts, this pandemic has most certainly demonstrated its need across the country.
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12-14-2020
06:03 PM
2 Kudos
@Bon If your computer has built in WiFi, the Netgear dongle isn't needed. These dongles are used to add WiFi capability to a computer that doesn't already have it built in. If you're connecting directly to the HughesNet HT2000W modem and are not using a Netgear router, I would completely uninstall the Netgear Genie app, as it's a program used to access the setup and features of a Netgear router.
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12-14-2020
05:16 PM
@Liz For some reason it's still not clickable, but it's now big enough to see that the info is under the "Network" tab.
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12-14-2020
05:07 PM
@Liz wrote: You brought up an interesting situation where forwards to MSN don't work while direct mails still do. That should be "sometimes still do". The two on Friday failed, with an eventual failure notice, and when the others came through they were more often than not many hours late. I just sent two emails directly from hughes to MSN. They were direct test #11 and #12. They were sent at 4:57PM and 4:58PM EST. They have not come through. There was no immediate failure notice, which likely means that they'll show up sometime later, though there's still the possibility that they'll fail, like the last two.
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12-13-2020
07:39 PM
1 Kudo
@ageofpiece wrote: although could do with less attitude. Didn’t encounter than over phone tech support. Secondly, Gabe; having customers “run a set of 3-5 tests per day during different parts of the day” hardly seems like addressing why speeds are like maybe 500kbps in the moment. I apologize for the bit of attitude, but few of your comments are somewhat insulting. Secondly, the speed tests don't address your speed issues. They demonstrate the issue and give the reps and/or engineers pertinent info in order to address the speed issue. When you take your vehicle to a shop because there is a strange noise, they aren't just going to fix it. They are first going to troubleshoot it. They're going to want to hear the noise. They're going to want to recreate the noise. If needed, they're going to want to drive under normal conditions to see if the noise occurs. This is troubleshooting. It's not fixing the issue. It's demonstrating it and gleaning information from it in order to know what steps to take to fix it. This is what the speed testing protocol does. It's not "a way to pass off the issue". It's a step to get the issue addressed. This is a support community, not a "pass off the issue" community. Good day to you.
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12-13-2020
07:23 PM
@1AZlady For reference, none of the speed tests you're continuing to run will be of use to the HughesNet reps. Which service you have will determine the test sizes you need to use. If you have the HN9000 modem, please use the manual 6MB test size for your download tests. If you have the HT1100 or HT2000W modem, please use the manual 25MB test size for your download tests. If you're using the 'Automatic Speed Test', as in setting it up to test at specific intervals, please be sure to set the download size to the appropriate size mentioned above, and then be sure to check the 'No Forward' box. This will ensure that the download tests are always run with that specific test size.
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12-13-2020
06:57 PM
@ageofpiece wrote: I’m skeptical the issue of slow internet can be expediently addressed via this forum. Perhaps the change I saw in my speeds after the call was coincidence? Nobody said it was coincidence. Nor did anyone say that people can't get help via a phone rep. Plenty of people do. It's just that the help here tends to be better, especially when an issue is more involved. Tier 1 reps who are reading from a screen vs corporate reps who have been with the company for years and have direct access to the engineers. Your issue was likely a simple, quick fix. I'll forgive your naivety when it comes to this support community. @ageofpiece wrote: Also the added url where we have to compile our speeds over a period of time to me is not acceptable, pardon me for saying so. This seems a way to pass off addressing the issue. The testing protocol is a way to first, establish the issue, and second, give the reps and engineers pertinent info. It's a troubleshooting tool, not a way to "pass off addressing the issue". SMH. " If you're working with us in the community or social media, only testmy.net results are accepted to be considered for escalation to corporate engineering." - Did you happen to miss that part? @ageofpiece wrote: What we pay for is 25mbps. That’s what we should get. Yes, you do, but that doesn't mean speed won't fluctuate, and 25Mbps is not guaranteed.
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12-13-2020
06:34 PM
1 Kudo
@ageofpiece wrote: I suspect that the bandwidth Hughes net can afford to offer its customers can’t possibly be 25mbps to all customers simultaneously. I assume this is a infrastructure issue on their end. It's a capacity issue. There is no way possible to ensure that every customer has plan speed at any given time, as there simply isn't enough bandwidth available to support it. As well, system load varies from beam to beam and gateway to gateway, so experiences can differ from one area to another. The higher the load at a given time, the lower the bandwidth available to each subscriber. Unfortunately, unlike ground based services, there's no easy way to increase system capacity. Barring weather and technical issues, the only way to ensure that every subscriber would receive 25Mbps at any given time is to greatly restrict their number and charge a much higher price, which would be required in order to remain a viable company. It would be a service only for the well to do. Edit: Again, that's barring technical issues, which is what people normally end up coming here to get help with.
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12-13-2020
04:58 PM
@hooterville I tried the Dev Tools and I didn't see it either. It took me a while to figure out what she was looking at, but I finally found it. After you click to go to mail and immediately stop the page from loading (clicking X on the browser's upper left controls), press F12 like she said. Then change the options along the top row of the Dev Tools to "Network", which is the part that was left out. Then do the F5 refresh and it will start going through its thing. Make sure to wait for a minute or two after the page appears to be finished loading, as it may still be loading things that you can't see (it did for me). If you keep watching the load time you'll see what I mean. I tend to also watch my modem to make sure the activity lights appear to have stopped blinking for a bit. I didn't put the Windows side by side like she had them, but you can still see the load time at the bottom right of the Dev Tools window. Edit: Please disregard what's been struck through. It appears that the Dev Tools will continue to run some kind of test, using bandwidth and data on a never-ending cycle. So again, please disregard that and just note the page load time, or even take a snapshot of it, after the page has finished loading in the normal fashion. Sorry for any confusion.
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12-12-2020
09:59 PM
@1AZlady Unfortunately, by adding a # after your display name it's made it so the quickstats link to your test results doesn't work... https://testmy.net/quickstats/1AZlady# Do you know which service you have? Being that you have a 10Mbps plan speed, it makes me think you have Gen4 and the HN9000 modem. Is this the case? The reason I ask is that this is going to determine which download test file size you should use, as the tests have to be run using a consistent test size, not an automatic size.
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12-12-2020
03:04 PM
2 Kudos
@DJ60 Check to ensure that you aren't out of plan data. You can try snoozing or turning of the Video Data Saver. Do you know what kind of speed you're getting? If device with which you're trying to watch videos is connected via WiFi, try a direct LAN connection, if you have the ability.
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12-12-2020
02:58 PM
1 Kudo
@Swampcat Through what service is your Video On Demand? If by Disney you're referring to Disney +, it absolutely is compatible, but that doesn't mean that Disney +, nor any other streaming service, won't experience issues. With the pandemic related increase in usage, which results in increased congestion, streaming can suffer, and to what extent can vary from subscriber to subscriber. The sales reps don't state that Disney or "VOD" is incompatible because it simply isn't true, but again, that doesn't mean that everyone will be able to stream whatever it is they stream or stream with at any given time. Regarding your last reply, I concur with maratsade regarding the sales call review. To request it, you should start a new topic in the "myAccount and Billing" section, which you can do here. Be sure to explain the reason for the request so they know what they're listening for.
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