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About hamradio
since
05-21-2018
yesterday
hamradio
Junior
149
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23
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12-28-2019
12:34 PM
After a few days using the new modem, I can say that (as I suspected) there is no improvement in performance. Testmy speed is currently in the neighborhood of 20 Mbps but the connection to Testmy is still being intermittently dropped and, in general, the waiting times still there. Again will say - the poor performance is intermittent. Sometimes not too bad, other times terrible (even at off peak traffic times). I spend a lot of time watching this. The site does not matter... Woody
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12-26-2019
05:44 PM
Ran another test. Testmy is still dropping connection then reconnecting - as it has been for weeks or more. The tested speed improved, but the actual throughput is still awful. 3 Mbps is not good, but due to the periods of no data waiting, even my reported 19.69 is super slow. :( 12/26/19 10:36:40 pm 19.69 Mbps 2.46 MB/s Hughes 25 MB 48534989369573 gVem0JNWz
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12-26-2019
04:39 PM
UPDATE 2 @Damian @Liz The replacent HT2000W modem arrived, is installed, and booted. Some testing over time will be needed to appraise any changes. However, so far connectivity is worse, not better. There is still very much "waiting" inactivity and a testmy.net result was miserable. In addition, the connection to testmy was being repeatedly dropped and re-established! See the test : 12/26/19 at https://testmy.net/quickstats/KZ4AK Woody
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12-24-2019
07:23 PM
1 Kudo
UPDATE Hnet "engineering" just called. They are sending me a replacement moden to try. I sure hope that will fix the problem, but considering my symptoms, not too optimistic that the modem is the source of the problem. However, I have noticed one particularity involving the modem. When logging into it (Firefox), occassionally the resultant screen shows the "code" instructions rather than what the code is supposed to display. A reload has always fixed that... Sure willing to give the modem a try! It is supposed to be delivered in 2-3 days. After the change and several days have elapsed for trials, I will report back. Seasons Greetings to all! ...Woody
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12-22-2019
12:38 PM
2 Kudos
Gabe, Roger that... I just turned off the blocker for this site. Seems to be fine with that setting. BTW, service is pretty good today, Sunday. My connection is like the proverbial box of chocolates, you never know what you will get ;)
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12-21-2019
10:31 PM
1 Kudo
Another thing - I am not going crazy. The tool bar for attaching images, etc. that I could not locate also re-appeared. Wondered where it went ;) Woody
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12-21-2019
10:28 PM
1 Kudo
Thanks for the tip Gabe. You nailed it. I am running ublock and when I disabled it for this site and reloaded, there were the three dots! Woody
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12-21-2019
10:15 PM
Mark, That would be nice because something might be fixable. But... A ping to the router indicated zero ms. Mark, A tracert to the router indicated <1 ms. The signal strength is usually >100. Currently 112 Would this be down if an alignment issue? Sometime back service came by and re-adjusted the dish and changed the polarization. That did not have any affect on the signal strength or "waiting" times. Slow download speed summed with excessive "waiting" time seems to be the root of (at least) some of my problems. The HT2000 - ? Don't know how to evaluate it alone- and why would the issue abate sometimes? FWIW, the last 3 download checks (requested by phone support) are 2.25, 3.22, and 3.07 Mbps. Add the waiting time that affects actual throughput - and that is why I say "almost" unusable. With this information, could it be the network / router / up to satellite ? I know this has been discussed previously but it is getting even worse. I will sat that this problem is not always present. Sometimes the connection works pretty well. However, more often than not, I have a very poor throughput connection. It does not appear to be solely a prime time issue. It can be terrible on a weekday morning, sometimes OK in the evening (albeit rarely these days). Woody - KZ4AK
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12-21-2019
08:20 PM
1 Kudo
Mark, you are certainly right. ...And no fixes are forthcoming. It seems to be getting worse. Today it took me almost 45 minutes to pay four online banking bills. Should have taken 5 minutes. ...Many "reloads" were required and then - super slow responses when the reload actually worked. Incredibly frustrating! Woody - KZ4AK
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12-21-2019
08:12 PM
Thanks for you reply. Cannot locate an edit option (no dots), but your warning is good to know. It is pretty certain that Mark and I are on the same beam. We have compared notes and frustrations. I have also compared notes on tracert and pings. Somewhat similar results - lots of timeouts. Reported latency, when not timing out is between 600 and 700 ms which is what I would expect for transit time to the satellite. The diagnostic code from the HT2000W is after a power-down reboot, but several days after... Roger on the latency check. Thought I would give it a try, but flaky results on some sites. Ran a tracert to microsoft. All was OK to a point, with the typical 600-700 ms latency reported After hop #5 ( 4.14.190.73 ), #6 was a time out. Hops #7 through #13 ( ae160-0.icr01.dsm05.ntwk.msn.net ) worked. The rest of the hops to 30 were all time outs. Thought I once was able to add a screen grab image to the post, but can't seem to do it now. Any suggestions on posting / attaching an image to a post? FWIW, the browser could not find the two address hops mentioned. No doubt, there is something flaky with testmy. It is not uncommon for it to report download speeds between 1000 and 2000 Mbps. I wish! The latency test is inconsistent. It usually hangs on some locations, like Dallas. Works and reports "normal" latency on some other sites. Finally got one to work for Dallas and it reported >2150 ms... Cloudflare repeatedly reported an average of ~649 ms which sounds OK. Maybe @Liz or @Damian can kick-start an investigation when they return to work. The level 1 phone support is useless and, so far, "engineering" has not contacted me. Woody
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12-21-2019
01:38 PM
Sorry that on my post the line feeds (CR) got filtered out for some reason Woody
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12-21-2019
01:36 PM
1 Kudo
Here we go again! About a week ago I called phone support about the problems. Was issued ticket # 125796 184. Engineering never called back. I called support again on 12-21-2019. They checked my ticket and said I wanted to know how satellite internet worked. Wrong! I gave them a laundry list of symptoms that they apparently ignored. I ran through my list of symptoms again. I was then forced to jump through the usual hoops (again) before any action would be taken. I complied. They then issued a new trouble ticket, # 126031828 and said engineering would call. I hope they follow through this time!!!! Symptoms: * Although testmy.net has sometimes previously indicated =>20 Mbps the actual *throughput* has been abominable for a long time. * Testmy also sometimes reports download speeds well in excess of 1,500 Mbps which is impossible. * Today testmy.net was indicating a download of ~3 Mbps using 25 MB testing and the actual throughput is even worse than usual * Testmy.net connection chronically dropped and reconnected. * Testmy.net hung and failed the latency test. * There are very, very long pauses during a web page load. Simply no activity, waiting... * Youtube low res videos constantly buffering. I don't even try streaming large videos, movies, etc. That is hopeless. * Often a web page fails to load at all. Repeated "reload" clicks will usually finally load the web site. * Testmy.net results: https://testmy.net/quickstats/KZ4AK Power down resetting of the HT2000W and flushing DNS have not effect. Signal:112, IPGW ID J2SDO068HNSIGW0103, ESN 13179424, Diagnostic Code 0000-0000-0000-0005 I am waiting for the call back from engineering sometime next week . If they bother to call back... It seems that Hnet is happy to sell their service with a draconian contract but do not provide the service advertised. If any Hnet moderators can help with this it would be very much appreciated!!! Woody - KZ4AK @Liz @Damian
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12-16-2019
02:09 PM
I'm with you Mark, et.al. This same problem persists for me. I have yet another support phone call return scheduled for the 19th or before (well , *maybe* "engineering" will call). However, my expectations that this issue will be resolved are low. BTW, HN responded to my complaint to the Fed Com Comm. with a very disingenuous letter. It mostly covered what is not the problem, like weather, bad wifi connection (I'm Ethernet), etc. Pretty much the same script that comes from phone support. They ignored the "actual throughput" issue. The commission suggested I take up the issues with the ISP. Sadly that is a Ha! Ha! Woody
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10-31-2019
03:11 PM
I find it hard to believe that HN is not (apparently) effectively dealing with the CL issue. If they are , they are keeping it secret as far as users are concerned. The method used by phone tech support is to basically ignore my complaints about throughput performance if the speed test is OK. They even failed to call back as promised during my last two contacts. Measured speed is important, but obviously not the only consideration. Good luck! Woody - KZ4AK
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10-29-2019
07:47 PM
Interesting... It seemed that a little earlier there was less "waiting" for returns from sites, then I saw your post. Watched several youtubes as a crude check. The first few exhibited almost no buffering. As time went on (now 7:45 PM Eastern) more and more buffering occurred. Still not as bad as it often has been... Schizo or mutiple personality disporder? ;) _W_
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10-29-2019
05:28 PM
That is exactly what I expected would happen if I tried to communicate directly with CL. I feel the frustration. I guess the solution, at this time, is to live with the problem and hope the providers (user and backbone) will get their act together. Will post any future developments in my quest. Woody - KZ4AK
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10-29-2019
12:11 PM
Thanks for all the comments. I really don't know what to expect but having exhausted all other avenues, gave the Commission a try - Even if it may prove fruitless... Since I do not have a direct association with CL nor direct proof that they are responsible for the problem, this was the last approach that came to mind. Failure of HN engineering to cooperate and respond has not helped my attitude. If it is CL, engineering should know, call me back, and say so. I can only hope that if CL is the culprit, it will inspire HN to become more aggressive in applying pressure on CL to fix their issues - and/or point the finger at CL to the Commission in their response. I expect (hope) HN has a performance clause in their contract with CL.?. If so, it needs to be enforced. However, to expect the Commission to do much either way is rather optimistic. Certainly open to any suggestions as to how to otherwise address the CL problem! Thanks again, Woody
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10-28-2019
07:30 PM
I agree, but my only point of contact is with HN. They need to apply pressure to CL to get the problem fixed, I cannot. Engineering did not call back today as promised. Apparently they don't care, so I have contacted the "Fed Com Comm" to see if that will get their attention. Don't know what else to do. --Interesting the the abbrevation for that agency is not allowed on the forum - would not post if it was in content. Had to use "alais"-- Reply to me from Fed Com Comm : -- Hi Norvell, Thank you for your submission. Based on our review, your Ticket No. 3621612 was served on your provider on Oct 28. Here's what you can expect from the "commission"s informal complaint process: - Your provider should contact you directly in an effort to resolve your issue. - The "commission's" role in this process is to facilitate a conversation between you and your provider. - Your provider is required to submit to the "commission" a written response regarding your issue no later than 30 days from today. - The "commission" will not contact you until we receive a response from your provider.
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10-28-2019
04:54 PM
Damian - Sorry, got you name incorrect in an earlier post. Have gotten only one thing from engineering, disappointment. The proper issue has not been addressed even though the "case" was closed, and they are failing to call back as promised. They simply did a remote speed and system check, then concluded there was no problem. They did not seem to understand the problem is with poor throughput due to delays, not speed. It seems (although no one will address it) the bottle neck is the result of problems within HN; hubs - network op center - outside world. Sure appears HN has over sold their capability to deliver, or there is an undiagnosed internal problem. See my recent posts. Woody - KZ4AK @Damian @Liz
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10-28-2019
04:01 PM
FWIW, here is a graphic of what my symptoms indicate (and what HN does not admit to, or test, when trouble shooting a throughput issue):
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10-28-2019
03:11 PM
Gabe, "One thing you've got to remember is that system updates, especially from Microsoft, are one of the worst ways one can gauge the speed of their service. Microsoft downloads,... " Ok on that. It was just another attempt to provide an example. Like the multiple failures to download a pdf - the example I used with phone support. ...After several tries it finally downloaded. Due to phone support's lack of understanding of the difference between and example and the general problem, phone support initially focused on me having only one problem, downloading a specific pdf. So frustrating trying to explain that the pdf was not the base issue, just an example. BTW, I know you understand the difference but were simplty commenting on the specific example. _W_
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10-28-2019
02:59 PM
@hamradio wrote: No improvement yet. Placed another call to phone tech support. They called back Sat, but after hearing my symptoms, wanted to wait until the begining of week when higher level support will be available, then they said would call me. So, waiting to see. _W_ No call back on case 124537656. So, I called them. This is SO frustrating!!!! The 1st level support person said an attempt was made to call me. NOT true. No calls, no missed calls in phone log. Then told me a speed check indicated no problems and the case was closed. I told her that a simple speed test would not show the problem and that is why I needed to escalate to engineering. She did not understand, repeatimg the same old mantra about speed tests and latency. Also, said that since speed tested OK, she could not revive the old case or create a new one. Asked for supervisor. At first the supervisor focused on one pdf file download I used as an example. It took a lot of conversatiom, but finally convinced her that the pdf download was not the central issue, but only an example.of a general problem. I repeatedly told her that a simple speed test would show all ok, but would not detect what is happening. She spoke with engineering and returned with the usual - Since speed tests were within specs, there was no promlem and so, would no open a new case. After multiple repeats, and at my insistance she re-contacted engineering. This time she said engineering would call me in an hour or so. I hope they really do. It seems that HN does not have the ability to comprehend the difference between instaneous speed checks and overall network throughput - Or they will not admit to having a problem, or both. The supervisor asked me to do another testmy speed test. She was at a loss as to why the download speed result was 266 Mbps. https://testmy.net/db/8sU3mOZG7 Woody - KZ4AK @Liz @Dameon
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10-27-2019
02:02 PM
No improvement yet. Placed another call to phone tech support. They called back Sat, but after hearing my symptoms, wanted to wait until the begining of week when higher level support will be available, then they said would call me. So, waiting to see. _W_
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10-23-2019
11:37 AM
Results of polarization change as of 23 Oct.... Viewing small youtube videos, on a week day morning seems to incure less buffering. Not so much for evening times - still significant buffering. The % buffering time is a bit hard to quantify. Still evaluating. Here is an example of performance on a week day evening... Time to download (not install) a Microsoft update of 6 files totaling 385 MB was 15 minutes. FWIW, for the first 3 minutes after starting, there was zero download activity. If I got the math right: 385 MB x 8 = 3080 Mbits. in 900 seconds, 3080 / 900 = 3.42 Mbps. If I got this right, this is still nowhere near the speeds reported reported by testmy. After more evaluation will report further.... Woody - KZ4AK
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10-22-2019
11:29 AM
Although I had rescheduled for tomorrow, the HN contractor came today (22nd). Per the work order, he changed the antenna polarization. Given my symptoms, he was no more optimistic than me about the "fix" working. ...But certainly giving it a try! Will need to gather some data over time to see if performance actually improved. In a day or two will report back with observations. Woody - KZ4AK
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10-21-2019
07:44 PM
Rain in the forecast for the 22nd, so rescheduled for the 23rd. Will report back with visit details... Woody - KZ4AK
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10-19-2019
08:49 PM
I received a call from HN tech support. They reported a number of issues similar to mine from my area. A visit by a field tech has been scheduled for 22 October. They indicated the tech may change my dish polarization. I understand antenna polarization (e.g. vertical/horizontal/left-right circular), but uncertain what the implications may be for my connection. The signal strength is typically =>100... Unless this puts me on a different beam, not so hure how changing the polarization will fix the data delay issue. I guess we will see.... _W_
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10-17-2019
08:47 PM
Got it - Thanks Damian ! Will be waiting to hear. Observation: Earlier, I was asked if I could see a reference to HN on testmy. Yes and no... No mention of HN when I login to testmy. However, after a test, if I scroll to the bottom of the page, there is a clickable box for HN. Clicking the link sends me to a page that mentions HN and has links for up / download tests. I tried it that way and noticed no difference ( https://testmy.net/db/VktXVI1c6 ) - The initial test results page is still quite different from what is seen by going to the link -- still reporting the wacky, beyond reality, Mbps maximum. Testmy is also still loosing connection and reconnecting - repeatedly. _W_
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10-17-2019
11:21 AM
FYI, One more pair of scn grabs. First is the scn returned after the test. Second is what I get after clicking the TID. _W_
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10-17-2019
11:08 AM
Thanks guys,,, I certainly agree that something is weird. I hope HN engineering will/can figure it out and correct it. FWIW, performance isn't too bad right now (11 AM Eastern, 10-17-19. As mentioned, sometimes the system works, just not too often or for too long. _W_
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