About Liz

Hi pbca04,   Thanks for reaching out and working with the community to address your concerns. As I understand it, your main concern is with streaming, correct? Please tell me more about your streaming experience so we can better focus our efforts:   1. What is happening when you view videos?   2. Which streaming service are you trying to use?   3. Are you having this issue with any other streaming service?   4. Are you streaming through a Smart TV or other device?   5. Are you having this issue on other devices?   6. Have you tried streaming on another device; if so, did streaming work without an issue?   I tried running diagnostics on your site, but I couldn't communicate with it, was the modem unplugged from the power? Is your internet generally working?     Your cooperation, patience, and understanding are much appreciated.   Thanks, Liz ... View more

Good morning folks,   This was an interesting read this morning. So logout works on Chrome, for everyone, correct?   However the same issue persists in Firefox, but just for @Oletrapper?   Have you tried clearing Firefox's cache and cookies?   Does the issue persist in Private Mode?   Is your Firefox browser up to date?   Curious to see your answers to these @Oletrapper. If Firefox does seem to be the odd browser out, I'll see if our devs can replicate this, because I just tried it myself and it works normally in my Firefox browser.   Thanks, Liz ... View more

Whew. I'm hoping that @Oletrapper can also confirm. I'll leave this thread open for the rest of the week before I close it.   Thanks, maratsade!   -Liz ... View more

Possibly. So the original issue of logout process not actually logging out is no longer happening?   -Liz ... View more

Hello folks,   Thank you for your patience while our email team worked to resolve this. A fix was rolled out to address the logout issue. If you're still experiencing this, please let me know. If you have screenshots, even better!   Thanks, Liz ... View more

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 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