About GabeU

GabeU

@30harry The first thing is to make sure that you are not currently out of data and subject to the Fair Access Policy. You can do so via the System Control Center. If you are not presently out of data and subject to FAP, the reps will need some speed test results using the following protocol in order to begin troubleshooting your speed issue... 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 the account results link 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 while the speed tests are being performed -use the 12MB size download test file ONLY if on Gen4 Service Plan -use the 25MB size download test file ONLY if on Gen5 Service Plan -If testing upload instead of download, you must use a 4MB 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 (due to being an older site, the stated test sizes are incorrect for Gen5 (please use the test sizes listed in the instructions above, in bold, for Gen5)). The Reps are on M-F from approximately 8AM to 5PM Eastern. 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, 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).

GabeU

@reffahsenyaw Glad it's now working for you.

GabeU

@AJinCA There does appear to have been a significant Twitch issue earlier today (Saturday), which is shown here. It's extremely unlikely that HughesNet has changed anything with regard to this. A broad policy change would be announced. Still, I'm sure a rep will reply. They are on M-F from approximately 9AM to 5PM EST, and they usually reply within a working day. In the meantime, because they may need them, it would be a good idea to get a few more tests in, especially if the issue seen above isn't related to what you're seeing. The ideal is a batch of 3-5 tests at a few different times of the day, and with the tests spaced at least five minutes apart. And though it may seem like a waste of time to run tests at a time when the service is working, or when you are not using Twitch, it helps them to see patterns and differences. Also, if you don't already, it would be best to disabled the WiFi in the HT2000W while running the tests to ensure that nothing is sapping any bandwidth while the tests are run. If you don't know how to disable the WiFi, please see this PDF, and specifically the section titled, "How do I manage my built in WiFi modem?" Edit: While making sure the links in this reply worked, I saw this. It definitely appears that Twitch may be having a glitch.

GabeU

@DonS I'm sure a rep will reply. They're on M-F from approximately 9AM to 5PM EST. They usually reply within a day, though, with it being the weekend, it won't be until at least Monday.

GabeU

@paulbergeron64 If it's been no more than about three months since your sales call, which from your description may be about there, the reps can probably have your sales call pulled for review. If it's determined that the sales person did not set appropriate expectations, you may have recourse. Please keep in mind that only the actual sales calls are available for review, and only those placed with HughesNet themselves (no local dealers). The reps are on M-F from approximately 9AM to 5PM EST. You'll likely get a reply from one on Monday. The sales call review itself, however, can take up to a week. If you'd like help with your apparent issues, OTOH, please start a new topic in Tech Support.

GabeU

I'd love to be able to get my hopes up, but I've learned not to when it comes to this issue. Still, today was a much better Facebook day, knock on wood, even if my speed testing is having some issues. Then again, the tests started getting goofy around the same time. I've experienced congestion over the years, just like everyone else, but this pause/slingshot thing with testmy, which used to only happen once in a while, has become much more common.

GabeU

@FinalPam It may very well be going, and they'll almost assuredly want to replace it if that's the case. With this said, though, the reps aren't on the community during the weekends, so the earliest one will reply is Monday. If you're not able to wait until then, you should call 866-347-3292 for assistance.

GabeU

@Millwater wrote: Hmmm... I'm not doing BitTorrent as-such. Just video and file archives that seem to use some sort of P2P infrastructure rather than a monolithic host... Can't be too data-intensive, if I was able to do it on my decrepit, rural DSL. I only meant as a likely reason for the policy, but your P2P activities are probably still being affected by it, regardless of how much data is actually being used.

GabeU

@maratsade Good find. I thought I had read something like that a long time ago, but wasn't sure. I imagine they do it because P2P can be, and often is, a very data intensive activity, and with the limited throughput of the system they want to, as much as possible, mitigate the negative effect it can have, especially during times of peak usage.

GabeU

@Millwater Though I'm not positive about this, as I've never used a torrent, I think HughesNet might actually limit the amount of bandwidth available for P2P activities, though automatically. With that said, I don't know if this means that it might be faster during times when the system is lightly loaded, or if it's always limited, regardless. Again, I don't know for sure, but I think that this may be what's causing your issue. Unfortunately, the reps are gone for the weekend, and they would be the ones who could say for sure whether this is the case. Still, there is one on during the evening once in a while, so one might still reply this evening to verify whether this is the case. As for a workaround, I have absolutely no clue. :(

GabeU

@reffahsenyaw wrote: Perhaps something was not clear. I HAVE run the tests, and they ARE acceptable. If that's the case, and they have been run using the protocol listed, I suggest posting the testmy.net link to the results, as it's the only way you're going to get help. It's very simple. If you want help, and judging by the fact that you're here, you do, then you need to follow the procedure to get it, whether you believe it's necessary or not. Running the tests and posting the link to the results are Step 1 in that process. If you refuse to perform Step 1, there's no Step 2. Whether you are satisfied with the results of the tests or not is inconsequential to getting help with your issue. Nor does it matter whether you think the tests are needed, or whether you understand the purpose of them. A lot more is gleaned from the results than overall speed. Bottom line: the reps need the specified test results to help you. It's now been nearly 48 hours since the instructions were given to you. You could have simply run the tests and had the process of troubleshooting the issue started by a rep, but no. And now that it's nearly 6PM on a Friday, that means at least another two and a half days before anything can happen, as the reps aren't on during the weekends. If you're just going to argue and not bother doing what is necessary to get the help you need, why are you even here? To waste everyone's time? If that's your endeavor, you're succeeding. YOU asked for help. WE told you what you need to do to get that help. YOU refuse to do it. You can't help someone who refuses to be helped. Nearly 48 hours wasted. SMH. Hopefully, come Monday, it won't have been another 60+. Your choice.

GabeU

@Tracy123 Maratsade had mentioned Glasswire, which is a program that is very often recommended for those with Windows based PCs who are having data usage issues. It appears that they now have a version for Android based phones, as well. If you have Android based phones, it might be exactly what you're looking for. I can vouch for its value when it comes to Windows PCs, and if it's anything like that, it should work very well for your phone. It will not only tell you how much data your phone is using, but also just what's using it on that phone, as in built in apps and 3rd party apps, as well as system processes. You can read about it here, on the Glasswire site.

GabeU

@Tracy123 Most smart phones have a setting on them in which you can see how much data is being used via WiFi. It will differ with each type of operating system the phone has, so it would be best to search how to see your WiFi data for the particular operating systems your phones have. There are also apps available for smart phones which can tell you what's using data on the phone, though, again, they differ by operating system. The other thing you should do is ensure that only the phones are accessing your WiFi. You can see what is connected, and what has been connected, but is no longer, since the last time the modem was plugged in, here. The following two pages may also help. httpss://communityhughesnett.comt55/Tech-Support/Understanding-data-usage-data-loss-and-connection-paths/m-p/78602M559722 httpss://communityhughesnett.comt55/Tech-Support/HughesNet-Data-Management-Tips-n-Tricks-How-To-Eliminate-Phantomtdd-p/41581/jump-to/first-unread-message Edit: If your phones are Android based, this may help with regard to seeing how much data is being used.

GabeU

@Momlifevermont It's a little difficult to tell from your post whether you have business or residential service. If you do, in fact, have residential service, please try the following... With a LAN cable connected device (NOT WiFi), what do you see listed for the State Code in the System Summary Box near the top of this page? Also, what do you see for a Satellite Receive Signal Strength in the Wan Info box on the bottom left of the page. Also, when did this start? If it's only been happening for a short amount of time (less than an hour or so), it could be bad weather at your gateway, which can effect your service in the same way as bad weather at your location. If it is a weather related issue, it should only be temporary.

GabeU

@Mimi24 wrote: Hulu buffers every few minutes. Cannot watch the shows. So far, that is the only channel I watch that does this. Any suggestions? You can try lowering the resolution, if Hulu allows that, or turning off (or pausing) the Video Data Saver, if you haven't already.

GabeU

@SataliteHater First and foremost, this is the HughesNet Support Community, not the SataliteHater community, where you come to rant and use foul language. This community is for SUPPORT, and it has guidelines, which I suggest you read about in the "About the Community" section. If you would like help for your issues, I suggest asking for it. If you're having speed issues, ask for help in the Tech Support section. No one forced you to sign up for satellite internet service. Nor did anyone prevent you from researching what you were signing up for, or whether the amount of high speed data included in the plans would be enough for your needs. Nor did anyone prevent you from reading the subscriber agreement, which clearly states, as do the sales reps during their scripted speech during the end of the call, after which they ask you if you agree, that cancellation during the 24 month commitment incurs an Early Termination Fee.

GabeU

@Charstevens For some clarity... 1. "I was not told I was buying the dish but that I was leasing the equipment" - Do you mean that the agreement was for you to lease the equipment, but you were instead charged for it, as in a purchase? 2. "I was told i had to keep it for 3 months" - Do you mean that you were told the commitment was for three months?

GabeU

@reffahsenyaw wrote: Keep trying to come up with a solution, so far this isn't getting me too far but I appreciate the efforts and hope that there will eventually be a resolve. YOU don't have to come up with a solution. This support community and the people who work through it are here to help figure out what's wrong and provide that solution. There is a troubleshooting process, and that process starts with the requested speed tests. Whether the results show great speed or terrible speed doesn't make a bit of difference as to whether you should run them or not. If you want help here, you need to. It's step one in that troubleshooting process, and that process includes elimination. Whether you receive help here is entirely up to you, but refusing to do what is necessary to get that help isn't going to get you far in that endeavor. Good luck to you.

GabeU

@reffahsenyaw wrote: I do not think the issue is with the modem, rather it appears to be an issue with the router. If there is a problem with the "router", there is a problem with the HT2000W modem, as it is a combination unit. If you are using a separate, 3rd party router, OTOH, and you believe the problem is with that, taking it out of the equation will either prove or disprove it.

GabeU

@DaddyDe You're very welcome. :)

GabeU

@friendcindy50 wrote: I have same problem. I was told by hughesnet person there is something I could buy thru them to fix my problem. Norton says Hughes is compromised and open to attacks. But I'm told to pay more and they will fix it. Hughes are the attackers and this company is the worst wifi company I have ever dealt with. I will be paying fine to get rid of this trash! Two people with Norton showing a "Network Intrusion". Zero people with any other security programs saying the same thing. Probably at least 250,000 customers with Gen5, and even more with the HT2000W. HughesNet subscribers are behind a double NAT. HughesNet residential subscribers are assigned shared, dynamically changing IP addresses. Network intrusion? Much more likely a false positive. But, as maratsade stated, no one is forcing you to stay. You can pay the ETF and be on your merry way, if that's what you wish. And what you were offered to "fix the problem" wasn't to fix any problem with Hughes. What you were offered was almost assuredly Home Tech Support, which you have to pay for, and which, in the end, would almost assuredly show that it's nothing more than a false positive. And "Hughes are the attackers"? Pretty much libelous nonsense with absolutely nothing to support the claim.

GabeU

Mark, I do often see pictures taking quite some time to load. Not only to start loading, but to complete, as well. I also sometimes see the page loading things, then sort of pause. Then, after a little bit, a number of items will load very quickly. As soon as I can do so, I'm planning on taking my laptop to my folks' house and see what happens with Facebook when I use their Gen4. Right now that's not feasible, but I'm hoping it soon will be.

GabeU

GabeU

@topnotchcanine wrote: And what hours are what? Please explain. Daytime Data is used between 8AM and 6PM. Anytime Data is normally used between 6PM and 8AM, but will be used between 8AM and 6PM, as well, if you've exhausted your Daytime Data, hence the name "Anytime" Data. If you have any Token Data, that data will kick in when you've exhausted your normal data for the given time period. If you do not have Token Data, or you run out, you'll then be subject to the Fair Access Policy (FAP). IOW, each successive data source kicks in when the prior one has been exhausted, like the following, with Token Data only coming into play if you have some... 8AM to 6PM: Daytime Data > Anytime Data > Token Data > FAP 6PM to 8AM: Anytime Data > Token Data > FAP For further explanation regarding data usage and the Fair Access Policy, please see the following for Gen5 Business plans... https://legal.hughesnet.com/HughesNet-Gen5-Fair-Access-Policy-for-Business-Service-Plans.cfm Hope this helps. :)

GabeU

This Community isn't instant reply. As well, one topic for your quesiton/issue is enough. Please refer to the topic you already created.... https://community.hughesnet.com/t5/myAccount-and-Billing/Sales-rep-didn-t-tell-about-a-contract/m-p/113584#M7742

GabeU

@Js4 Though customers can't obtain a recording of the sales call, as it's owned by HughesNet, a review can be done of said call if it's been no longer than about three months since it took place. Depending on the result of the review, you may have recourse. The reps are on M-F from approximately 9AM to 5PM EST. They usually reply within a day, so you'll likely see a reply from one tomorrow (Wednesday). Sales call reviews themselves, however, can take up to a week to perform.

GabeU

You're welcome.

GabeU

@familyranch25 You may be able to, but the problem is, if something goes awry, and the password doesn't change properly, you may lock yourself out of the WiFi, which would then necessitate a LAN cable connectible device to remedy. Also, the second you click Save Settings, you're going to be kicked off of the WiFi network, and you'll have to enter the new password in your device to reconnect. But, again, if something goes awry. This is why it's recommended to perform any WiFi settings changes with a LAN cable connected device. To access and change the network password(s), please see "How do I manage my built in WiFi modem?" in this PDF. Again, this should be done with a LAN cable connected device for the reasons mentioned above. Perhaps you have a friend or relative from whom you could borrow a laptop with LAN cable connection ability. If you do decide to try this with a WiFi device, make sure you write down the new password, as it would be awful if you changed it, got kicked off of the WiFi network, then went to enter the new password in your device in order to reconnect, but you couldn't remember what it was. ---------------------------------------------- ~~~ Or, if you have one device that can connect to the 2.4Ghz radio and one that can connect to the 5Ghz radio, use the first to change the password for the 5Ghz radio. Then enter the new password in the 5Ghz connectible device, and then connect with it. If it connects, then proceed to use that 5Ghz connected device to change the 2.4Ghz password. Then enter the new 2.4Ghz password in the 2.4Ghz connectible device, and then connect with it. This way, you always have one device that you are still connected with and you eliminate the possibility of locking yourself out completely. And you can use the same password for both radios (2.4Ghz and 5Ghz), or use a different one for each. Again, though, and for the third time, it's recommended to perform any changes to the WiFi settings with a LAN cable connected device and not a device that's connected via WiFi. Lastly, and only because the instructions above are NOT the recommended method(s) for changing WiFi settings, I have to say that I am not a HughesNet employee. I'm only a longtime customer.

GabeU

@Liz wrote: Good morning Gabe, Thank you for these screenshots. I just wanted to be sure I'm looking at the right thing, you're looking at the SUM column for the DOM event? For example, I'm interpreting your last two screenshots as "Facebook loaded in 18 seconds while my speeds were at 47 Mbps". I've actually been watching the blue number at the top, which is 16.2 seconds in this case, not the 18.314 seconds sum total, nor the 18.206 seconds for the DOM. I think the difference is that the 16.2 seconds is the time from when it starts receiving data until the page finishes loading, and the 18.314 seconds is from the time I hit enter until the page finishes loading. I've been including the breakdown in the box in case any of the its information is important. The blue shading or highlighting of information in the box is done at will by the app itself.

GabeU

Again, I keep posting these each day in case they'll help. Though not every time, it does seem that the smoother the line (least congestion), the quicker the Facebook page load. More tests will help to prove or disprove this. Edit: If only it could always be like this one....

Online Status	Online
Date Last Visited	11 seconds ago

About GabeU

Re: very Slow speed

Re: Snails are faster

Re: Upload (Streaming) to Twitch (Not Download/Wat...

Re: Hughesnet Voice - Dropped Calls

Re: Why are all the stories of the salesman the sa...

Re: Facebook Issues... Reps?

Re: S.O.S. Modem Failing!

Re: Workaround for P2P/torrent?

Re: Workaround for P2P/torrent?

Re: Workaround for P2P/torrent?

Re: Snails are faster

Re: Data blowing up!

Re: Data blowing up!

Re: No internet service less than 30 days old

Re: Hulu buffers too much

Re: High prices plans with low broadband widths

Re: Contract etf

Re: Snails are faster

Re: Snails are faster

Re: Usage meter javascript error

Re: Mobile Norton Security Network intrusion alert...

Re: Facebook Issues... Reps?

Re: Facebook Issues... Reps?

Re: How is my bill $210 a month with 50GB Anytime ...

Re: Misleading and misrepresent

Re: Sales rep didn't tell about a contract

Re: Changing router password

Re: Changing router password

Re: Facebook Issues... Reps?

Re: Facebook Issues... Reps?