About Liz

Good morning,   Thank you for your continued patience as our folks are still testing and tweaking possible fixes for this. I'll keep you posted on their progress.   Thanks, Liz ... View more

Hi cybo54,   Since you're a purchase customer, there would be no lease fees for your HT2000w.   Only Gen 3 or other legacy customers would require a truck roll if they upgrade to Gen 5. I've sent you a follow up PM as well.   -Liz ... View more

Good morning cybo54,   Thanks for reaching out. As maratsade mentioned, you will get a HT2000w when you upgrade to Gen 5. The new modem is $150 MSRP, but we provide it for free for upgrades.   Technically the HT1000 can work with Gen 5, but we suggest using the HT2000w, as it is optimized to work with the Gen 5 technology; might as well use it since we send it to you anyway.   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.   -Liz ... View more

Hi dmnmay,   Thank you so much for your response, this helps a lot. I just wanted to make sure I understood your situation because various statements seemed contradictory:   daytime is terible & night does good. i cant get a steady 6 mbps through out the day?    everything works fine @ off-peak hours.     i can watch tv no problem ( whoops i mean stream shows LOL )     but i will try it during the day anyway. its not the equipment or the wi-fi its the service during daytime.   When do you mostly encounter streaming issues? Daytime? Nighttime? Or does it happen regardless of time?   Please disable UPnP in the modem settings. Here's how to do that.   After disabling UPnP, try streaming again on the isolated PC from last time (directly connected to modem and with wifi off). Any difference?   Gabe's suggestion is also good if you haven't tried it yet, any difference with Video Data Saver off?   Another thing to try, if the above two methods don't improve streaming, is to disable IPv6 on the modem:    Go to the WiFi Settings page in the modem Click Advanced Settings in the left menu Click IPv6 from the Advanced Settings menu, should be the very last option. Uncheck IPv6 - Automatic Click SAVE SETTINGS   Please let me know how streaming goes with each method, as well as around what time you tried streaming.   Your cooperation, patience, and understanding are much appreciated, looking forward to your reply!   -Liz ... View more

Hello dmnmay,    Thank you for posting and sharing what you've done so far as troubleshooting, this helps. I definitely want to address your concerns, so I'd like to ask you further questions to clarify what you said and gather more info.   1. When you watch videos, you said they appear "blurry". Would it also be correct to say the videos look "pixelated" as well?   2. Does anything else happen when you try to watch videos, like getting an error message or the video stopping intermittently? I'd like to get the most accurate idea of your video streaming experience.   3. You said you only watch Netflix and YouTube, so to be clear, you're seeing "blurry" videos and have general issues on both streaming platforms?    4. Can you think of any other streaming platform you or maybe your wife tried besides Netflix and YouTube? If so, I'm curious if the experience is the same on that platform, please let me know.    5. maratsade mentioned you have a Roku, and I can see that in your device history as well. Is the Roku how you generally try to watch Netflix and YouTube?   6. Do you currently have a Smart TV?   7. Do your streaming issues happen on all devices?   8. If you haven't tried on other devices, please do so and let me know if you notice any difference.   9. As maratsade suggested, please let me know how streaming directly from Netflix and YouTube's websites (meaning, without using thed Roku) fares for you.   I suggest for troubleshooting purposes, pick the laptop/PC you usually use to stream and directly connect it to the HughesNet modem via ethernet cable.   Then to isolate that device, temporarily turn off the wifi on the HughesNet modem, here's how to do that:    -Follow the steps here to get to the modem's wifi settings home screen.   -Uncheck the box next to SSID Enable.   -Make sure to do this under both 2.4 GHz and 5 GHz networks.   10. If streaming issues persist, please let me know which videos/shows/movies you tried to stream and what happened exactly. Please take note of the playback quality on each streaming platform.     Your cooperation, patience, and understanding are much appreciated. Let me know if I can answer any questions regarding the above.   Thank you!   -Liz ... View more

Good morning folks,   Thank you for your patience while we continue to investigate. While we currently can resolve this issue as it pops up on a user by user basis, we're still working on pinpointing the root cause of this forum notification issue to apply a permanent and universal solution. I'll keep this thread updated on news as we get it.   If you notice your e-mail notifications not arriving when you should be receiving them, please let me know ASAP; posting in here is fine. Include the approximate date and time of the notification received in the community that didn't arrive as an e-mail notification.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Thanks for these updates folks!   -Liz ... View more

Hi folks,   Hope you all had a nice holiday! Our teams are still testing and tweaking on the backend to resolve this logout concern. I'll let you know once we have a new update on their progress.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

OK, good to know, thanks maratsade! I'm looking forward to the call with all the involved teams to understand why this keeps happening. I'll keep you posted.   -Liz ... View more

:o      Well that's good! We're having a meeting today that touches on this topic, so I expect an update on what happened.   -Liz ... View more

Hi Gabe,   Glad to see the forwards and direct mails to MSN are working again. That's still the case now?   Regarding the community email notifications, we're working on that and hope to get an explanation and resolution for why this keeps happening. I'll keep you posted!   -Liz ... View more

Hello Chris!   I'm happy to hear how this morning's troubleshooting session went with engineering. Thank you again for your time, it really helps us try to improve for all of our customers.    We'll keep this thread open for you to document anything you notice as you continue to monitor your system performance. I will also be running checks periodically today.   -Liz ... View more

Thanks Gabe, so it seems it's mostly working, but a couple of emails (one fwd, one direct) haven't arrived yet. I'll relay this to the e-mail admins.   -Liz ... View more

Hi Gabe,    Without having to rely on receiving an email notification from the community since that's a whole other issue now, can you please check if you can forward any other email to MSN?   I'll send you a test e-mail to forward.   -Liz ... View more