About GabeU

@Faye    The first step to establishing what might be going on is running a few speed tests.  The instructions for those speed tests are here.  Please be sure to read the instructions thoroughly before running the tests to ensure they are run properly.  After you've run a few, please post your testmy.net "My Results" page URL so that the test results can be viewed.  Please be sure that you have data before running the tests, however, as tests run while out of data and throttled will be of no value.   With this said, even with speed that would or should normally be adequate, there can still be considerable congestion.  This is due to so many more people being home and online because of the pandemic.  And that congestion tends to be even worse for those on already heavily loaded beams, which are even more heavily loaded now than they would normally be.  That congestion, coupled with the high latency inherent to geostationary satellite internet, can cause streaming to be problematic.  This is especially the case with Amazon Prime itself, with seems to be the most severely affected, while Netflix tends to be the least affected. ... View more

@maratsade wrote: Amazon Prime is finicky and doesn't play well with satellite internet and its inherent latency. It may also be sensitive to congestion. Hopefully you'll be able to solve this problem, but I wouldn't hold my breath, as it may be something that can't be fixed, at least at the moment.  Exactly.  This what I've been thinking from the get go.  Just Prime not playing well with the congestion and latency.  It doesn't work well for me either, while the others seem to be fine, for the most part.  Well, save for during peak load time, when all of them can be erratic. ... View more

@Liz wrote: I don't have a Firestick myself, but isn't it supposed to be plugged into the TV as opposed to the modem?   -Liz I think the OP may be referring to connecting the Fire Stick to HughesNet via LAN cable rather than WiFi.  They make an Ethernet adapter for the Fire Stick for those who don't have, or would rather not use, WiFi. ... View more

@GailWasiskiMile wrote: I disconnected all but DirecTV and my Straight Talk Hone base and there is 1 other device I have no clue what it goes to!  For reference, and not related to your current issue, HughesNet recommends against connecting satellite TV receivers to their service.  This is especially the case with DirecTV receivers.  The reason is that satellite TV receivers can use your internet data on their own, and a lot of it, even if nothing is ever watch via On Demand.  In the case of DirecTV receivers, they can use your internet data for Guide updates, as well as Program descriptions, cast lists, etc.  They may also use your internet data to download the pre-pay "instant watch" films that you can often see sandwiched in between the pay movie channels.  And again, there's no way to control this data usage.  People have seen their monthly data allotment wiped out in short order by satellite TV receivers.     Again, this is only a recommendation.  Disconnecting your DirecTV receiver from HughesNet is not something you have to do, but if you see your data being used quickly, you should consider it.   ---------------------------------------------------------   Regarding your current troubleshooting, just in case it helps, while using a device that is connected to your HughesNet modem, whether by WiFi or LAN cable, you can see your currently connected and disconnected devices on this modem page.  The "disconnected" devices are devices that were connected, but have since been disconnected.  The logs on that modem page are only from the last time the modem was plugged in, as unplugging the modem clears them.  All times shown are in UTC.     ... View more

@RichardJames    A HughesNet rep definitely should have replied.  I'll tag a few to be sure that they don't miss this again.     @Liz @Damian @Remy ... View more

@GailWasiskiMile    Is this you?     https://testmy.net/quickstats/GMiles   If so, your speed is adequate, and it further gives credence to the cause of your Amazon Prime issues being congestion.  Your upload speed is a little low, but it's not likely that this is the problem.     I'm not sure what could be causing the phone connection issues.  Do your other devices stay connected?   Edit:  For reference, if you're asked by a HughesNet rep to run some speed tests for official troubleshooting purposes, please be sure to follow the speed testing instructions and use a LAN cable connected device and disable the WiFi in the HT2000W modem.  How to disable the WiFi is included in the instructions. ... View more

@GailWasiskiMile    That's assuredly congestion, or a combination of congestion and latency.     With this said, you can run a few speed tests to ensure that your speed is okay, but even with adequate overall speed the congestion can still be there, causing a problem.  To run the speed tests, please see these instructions.     As for your phone, that's not good.  If you don't already have it, I would download the HughesNet Mobile App and run its WiFi signal test.  This will tell you how good of a signal it's getting, which can not only be affected by range, but also by signal interference from other devices.  I would especially test it when you experience a disconnect.  You can get the HughesNet Mobile App at the App Store and Google Play for Apple and Android devices, respectively.  ... View more

@GailWasiskiMile    I don't have a Fire TV Stick, so I don't know what their disconnection notice actually means, but if you can view Netflix through it without issue, but not Amazon Prime, it sounds more like a congestion and/or latency issue than anything going on with the equipment.  If there were an actual connection issue, such as with the WiFi or with the Fire TV Stick connecting to the net at all, it's likely that it would be doing the same for anything you tried to use it for, including Netflix.      Amazon Prime is known to be the most "touchy" when it comes to streaming with HughesNet, unfortunately.     This is only a guess, however.   ... View more

@megcul wrote: Keep having to up the service to get any sort of speed.   This sounds more like a data usage issue, as in having more to use before you run out and are throttled, as all Gen5 plans offer the same service speed.     A couple of threads that may be of benefit regarding data usage are the following...   https://community.hughesnet.com/t5/Tech-Support/HughesNet-Data-Management-Tips-n-Tricks-How-To-Eliminate-Phantom/m-p/41581#M29776 https://community.hughesnet.com/t5/Tech-Support/Understanding-data-usage-data-loss-and-connection-paths/m-p/78602#M55972   Keep in mind that data intensive activities, like streaming and other video forms, will cause you to use your data quickly.  Also, if you have a satellite TV receiver connected to your HughesNet it's best to disconnect it, as those receivers can use a lot of data on their own, and with no way to control it.  This is especially the case with DirecTV receivers.  As well, any other devices that use data on their own will exhaust your data that much quicker.  Things like the Cloud and syncing should also be avoided, as should Windows 10's sharing of Updates to other computers on the net (Delivery Optimization), which should be turned off. ... View more

@burkyusa    Unfortunately, the system is under incredible strain right now due to so many people being home because of the pandemic.  System load is much higher than it normally would be.  This is especially so in the evenings, when online activity is at its highest, which causes the congestion maratsade spoke of.  Ironically, what's causing most of the problems with streaming is so many people trying to stream.  It's resulting in a digital traffic jam, so to speak.   A couple of things you can try are lowering the resolution of the stream, whether through the app you're using or at the source (the website), and turning off, or snoozing, the Video Data Saver.  How much effect these two things will have, however, can vary.  This is especially the case with the latter, which may make no difference at all.   Still, please definitely perform the speed tests maratsade instructed, as the results of such can help to determine the cause of the problem, as in whether it's due to an overall speed issue or the evening congestion mentioned above, or even both, and whether anything may be able to be done about it. ... View more

@Noahjohn wrote: Thanks, Gabe.  I wish I knew how the speed tests influence corporate reps to fix a service that's brand new, but more importantly,  your post makes clear that this is not the correct place for me to air my concerns.  This is the place for people to air their concerns when they're looking for help for them.    @Noahjohn wrote: It would have taking me longer, though, to run those tests under the specific protocols outlined by your tech support.  I'm probably not as skilled as the members of this forum when it comes to these tech issues, and I did not want a service that required me to be.   Unfortunately, all ISPs have a degree of customer involvement when it comes to troubleshooting, and in respect to initial speed testing from the customer location, it's practically universal.     Good luck.  I hope your next ISP meets your needs. ... View more

@Noahjohn    You asked, "Can anybody help?"  Instructions for the first step in that process have been given to you.  This is not phone help.  This support community is monitored by corporate reps, and you can get help from them, but not without taking the necessary steps to do so.  However, no one is going to twist your arm.     At this point you have three options.     1.  Start the process of getting help here, and that is running the speed tests. 2.  Do nothing and just deal with it. 3.  Cancel the service, pay the ETF and move on.    It likely took longer and more effort to type out and post your reply than it would have to run or schedule a few speed tests and post the link to their results.  Remember, this is a SUPPORT community, not social media.  We don't care about your hotspot or tethering comparison.  You can choose to participate in getting help for your service or not, but again, no one is going to twist your arm to do so, and when the first step in that process is refused, no one is going to bother suggesting or instructing anything else.   It's your choice. ... View more

@Noahjohn wrote: Hi, I did run tests with the computer plugged through LAN and have been using testmy.net.  Over ten times in three days, speeds read below 2 mb/s upload on average.    Upload speed tends to average between 1-3Mbps, so your upload speed is likely normal.    If you're having problems with download speed and you were signed into an acount at testmy when you ran your tests, it may still be of benefit to post your "My Results" page URL so that your results can be viewed. ... View more