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
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