About Liz

Ha! Ok, good to know. Hopefully it doesn't come back, even if you revisit the community. If it does pop up every time you visit that may be worth recording too.   -Liz ... View more

Hmm that is very interesting. I'll add that to our investigation notes if I didn't already. Thank you!   -Liz ... View more

Thanks for the confirmation! LOL oh no, I thought you posted a pic of the gremlin messing with your settings.   The survey is only supposed to pop up once per session. If you decide to take the survey or not, it should go away and not come back for 90 days. Hopefully you're able to get a recording if it pops up again.   -Liz ... View more

Good morning maratsade,   Our folks are seeing that your settings and status on our side look good. They brought up the cache being a possible culprit when the issue is intermittent as it is now. Curious, after Gabe suggested a DNA flush via power cycle, did you do that? I wonder if the issue continued to persist, albeit intermittently, after that.   -Liz ... View more

You're welcome Peneloukle.   I can certainly check on the HughesNet equipment- all is working normally, as it did last I checked on Monday. Network devices 36:dd and b8:d1 are still doing poorly.   -Liz ... View more

Oh no LOL OK, well this also helps. I'll let the team know. Hopefully you'll catch it!   -Liz ... View more

Good morning Peneloukle,   What I can see is whether any connected devices have a good signal strength or not. There's a device on your 2.4 GHz network with the MAC address ending in 7b:40 that only has a fair signal. You could try moving that device, if possible, closer to the modem to see if it performs better (if you've noticed any issues with it in the first place). The HughesNet mobile app has a wifi signal gauge tool that lets you see the wifi signal strength as you move about; it can help position wifi devices in more optimal spots.   On the 5 GHz network, there's a laptop (name ending in NO1F) with poor/fair signal. There's another device with poor signal with a MAC address ending in 36:dd.    Finally there's a device with MAC address ending in ec:7f that had a poor signal about an hour ago, but as of a few minutes ago has good signal. I don't know what the change was to cause that improvement, did you move that one?   For these devices, you can try moving them closer to the modem, or if you'd rather not move them, switch to the 2.4 GHz network as it has a wider range. Please keep in mind that while the 2.4 GHz network has a wider range, it is not as fast as the 5 GHz network which has a shorter range.   -Liz ... View more

Hi peneloukle,   It could be any number of factors that may affect performance: the device, the network, the weather. I can say for sure that there at least aren't any reports for your area that would be a probable cause.   -Liz ... View more

Good morning Peneloukle,   Thanks for posting, glad to see you've already started working with fellow HughesNet community members on this. As maratsade correctly noted, speeds while under the Fair Access Policy will be reduced. I'd like to add that whatever reduced speeds you have is also shared amongst all devices on your network. So if we're delivering 1 Mbps to your modem, that's split between your 8 connected devices right now.   I've noticed that a few connected devices on your 5Ghz network have poor or fair connectivity so that can also be a factor. You can try moving those devices closer to the modem or switching over to the 2.4 GHz network. Otherwise, your HughesNet system diagnostics appear normal, and speeds will improve when your data is restored on 2/2. Hope that clears things up.   Thanks, Liz ... View more

To add onto this, if it DOES happen again, please try to get a screen recording of it popping up every few minutes. I use the Screencastify Chrome extension for screen recordings.   -Liz ... View more

Hi maratsade,   Thanks for your patience, our folks are still investigating this, and as part of that I'm going to turn this survey back on. If the same unusual behavior persists, do let me know, we are trying to reproduce this.   -Liz ... View more

Hi lakeland4,    Thank you for your patience. Our engineers are testing some new parameters to see if they will improve streaming performance. If all goes well, it will be rolled out in your area soon. Engineering will let me know if this update will be released.   Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Oh my that's so odd. I've escalated this to the proper folks to see what's going on. As far as I can see, our survey settings have been unchanged since we first implemented them, and definitely shouldn't be popping up that often. In the meantime I'll turn it off.   -Liz ... View more

Good morning maratsade,   Thanks for the heads up and letting me know your troubleshooting methods so far. That is indeed unusual, our settings have been unchanged and should definitely not be popping up that survey every few minutes. Do you recall when this first started happening?   -Liz ... View more

Hi lakeland4,   Thank you for your update! Our engineers are still working on this, thank you for this info, I'll send it over now. I'll keep you posted on any news or additional questions.   -Liz ... View more