About Liz

Good morning Gabe,   Thanks for sharing this, very interesting. I've sent this over to engineering to see what insight they may have on this.   -Liz ... View more

Can you please private message me the entire e-mail you screenshot so our folks can follow up on this?   Thanks, Liz ... View more

Hi Pspence1234,   Thank you for bringing this to our attention and including this screenshot, I'll escalate this internally to be addressed.   -Liz ... View more

Good morning Kimberly,   Glad you found the community, welcome!   After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering.   Your dispatch is currently scheduled for our earliest available slot: Wednesday, Jul 8, 2020 between 08:00 AM-11:00 AM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed.   -Liz ... View more

Good morning mg61,   I see it's your first post here, so welcome to the community! The technician may have installed the modem close to where cable from the dish entered the house. Ultimately the installation is signed off by whoever was present at the time of installation, which is why we require someone who is 18+ to be there to ensure the installation is completed to satisfaction.   I may have located your account, but I wanted to be sure- was your system installed in 2014? Account number ending in 89?   -Liz ... View more

Hello Davo,   Thanks for posting, I'm sorry to hear this. I pulled up your account to address your concerns and current diagnostics on the HughesNet equipment shows that it's working normally and delivering well over 25 Mbps in download speeds.    On which platform were you trying to stream video last night?   You may want to check your streaming settings to optimize performance: Use the latest version of streaming apps for best performance If using Netflix - Adjust playback quality to Standard Definition In general whatever streaming service you use, see if you can set the playback to Standard Definitiion to reduce buffering.   If you're streaming on Amazon Prime, unlike Netflix and YouTube, Amazon uses progressive streaming (the others use adaptive). A progressive video stream is a single video file being streamed over the internet. The progressive video will automatically expand or contract to fit the screen you are playing it on, but regardless of the device, the video file size will always be the same. If there is a poor Internet signal and the video stream cannot process quickly, a progressive video will pause and buffer. So there are inherently more issues with Prime than other streaming services because Amazon uses progressive video streaming.   -Liz     ... View more

Good morning dnrkelly,   Got an update regarding your e-mail concern, please check your private messages (PM) in the top right corner of the community page as I'll send you a PM to further address your concerns.   Thanks, Liz ... View more

Good morning debback56,   Welcome to the community, glad to see you here and your fellow members offering suggestions. I'd like to add this other resource for you for working from home: https://www.hninfo.us/worktips   -Liz ... View more

Good morning EMZ,   Thank you for this, I will send this over to the e-mail admins as well. I'll keep you posted on any updates as I receive them.     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz   ... View more

OK, gotcha. So in addition to looking out for the state code if connectivity drops, please check if this is consistent across multiple devices.    At your convenience, it would also be helpful to see whether this drop in connectivty is seen even if only one device is connected to the network.   -Liz ... View more

Thank you for the confirmation, thetired179. The diagnostics on the HughesNet equipment show everything working normally. I'm concerned about these long periods of no connectivity.   Does this happen even on a device directly connected to the HughesNet modem via LAN cable?   Does this tend to happen at a certain time of day?   If this happens again and there's no connectivity, please check if this is true for a device wired directly to the modem.   Then go to www.systemcontrolcenter.com, which is a status page in the HughesNet modem.   Check the System Status on the top and click it. The System Status page will show you a State Code comprised of three numbers separated by periods, e.g. 0.0.0.   The State Code may tell us what's going on with your equipment in a period of no connectivity, so please let me know what state code you see if you experience a moment of no connectivity.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Hi orcas,   I'm glad you found the community, thank you for posting. I pulled up your account and I see you already have a site visit scheduled for this Thursday. I hope it goes well. If you have any other concerns after the visit, please don't hesitate to drop by the community again.   Thanks, Liz ... View more

Hi thetired179,    I see it's your first post here, so welcome to the community! Thank you for posting, we can certainly address your concerns.    Please let me know if the "iBoss" extension is installed on those Chromebooks. Here's how to check:   Open Chrome   At the top right, click “More” > “More”> and then “More Tools”   Click on “Extensions”   Looking forward to hearing back.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Hi dnrkelly,   I see it's your first post here, so welcome to the community! Thanks for providing these details, I've pulled up your account and reviewed your case notes regarding e-mail. I can certainly escalate this directly to our e-mail admins for their input on this. I'll post back once I have any news or additional questions.     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Hi javapoppa,   Please check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your concerns.   Thanks, Liz ... View more

Hi EMZ,   Thank you for this information and for the private message with the requested e-mail addresses. Let me escalate this to our e-mail admins to address. I'll post back once I have any updates or additional questions.     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Good morning EMZ,   Thanks for the full error message, this is certainly helpful! So to be clear, if you send an e-mail without attachment to the same e-mail address, it sends successfully?    Please private message me the e-mail address(es) to which you're trying to send e-mails with attachments, the e-mail address from which you're sending, as well as the full error message.   Are you trying to send via webmail or are you using a third party client like Outlook to manage your HughesNet e-mail account?   Since you said this started about two weeks ago, sending e-mails with attachments to that particular e-mail address used to work at some point?   Do you recall any changes to your system/settings two weeks ago?   Looking forward to hearing back.   Thanks, Liz ... View more