About Liz

Good morning Jeff, Welcome to the community and thank you for your post. We want to address your concerns, so please post a case number or the serial number located on the bottom of your modem so we can pull up your account. The Web Acceleration Server does not distinguish what machine is used to access the internet. What website(s) generate the Web Acceleration error? Which Web Acceleration error are you getting? The best way for us to troubleshoot this is as it's happening. If the errors come up again, please call us as soon as it happens at 866.347.3292 so we can investigate immediately. Thanks, Liz ... View more

Hello Gaye, I see it's your first post here, so welcome to the community! Thanks for posting, we want to help address your concerns. The best place to start is Zone Alarm's support site: www.zonealarm.com/support There's a 24/7 live chat, knowledge base, and user forum you can access from the link above. Hope that helps! Thanks, Liz   ... View more

Hi Jezra, Sure, I'll include your suggestion too! -Liz ... View more

Good morning ecoalex, Nice to see you back with another cat picture. :3 We report hourly usage by day in the support center, as shown below: You are correct, there are no monthly graphs, so we'll pass along your suggestion to the management and development teams. I understand the desire for a variety of ways to monitor your system and we appreciate you sharing feedback. If we have new features, we'll let you know! Thanks, Liz ... View more

Good morning Pamela, I see it's your first post here, so welcome to the community! We're sorry your expectations aren't being met. We would like to help you and address your concerns if you'll let us. Please provide a case number or your HughesNet modem's serial number (located in the back/bottom) so we can pull up your account and investigate further for you. Thanks, Liz ... View more

Good morning Lea, Thank you for reporting back, we appreciate it, this is very helpful. Since you mentioned Facebook, if you haven't already done so, turn off auto-play for the videos in your timeline: https://community.myhughesnet.com/hughesnet/topics/how_to_disable_autoplay_videos_on_facebook Auto-playing videos are also commonly found on news sites, which, unfortunately may not provide an option to turn this off, so be mindful of that. However, as Charles suggested, using browser extensions can help prevent unwanted videos/images from loading. Even if auto-play isn't disabled, there's no considerable spike or large amount of usage for that hour. (Ideally, I want to have longer testing periods to have more accurate results, but I understand you have more important things to spend your time on than troubleshooting.) The next step is to re-connect your router, but only have your computer connected to it. Please also turn off the wifi on any known wireless device you have that could connect to your network (iPhones, etc.). As Gwalk900 wonderfully explained above, adding a wireless network into the mix can greatly complicate troubleshooting, so we'll do our best. The purpose of re-adding the router and only connecting the PC is to see if the router itself is having an effect on usage. If we see a considerable increase in usage in another test hour, we can investigate from there. Please also tell us your router model so we know what exactly we're working with, thanks. As Charles also explained, HughesNet certainly works with routers, and we discuss routers in our FAQ here: http://www.hughesnet.com/index.cfm?page=FAQ  We also have a list of recommended routers: http://www.hughesnet.com/indexx.cfm?page=dspWirelessRouter To recap: Disable auto-playing videos if you can. Try Charles' suggestion to use blocking extensions. Disable wifi on all your wifi devices. Reconnect your router and only the PC. Then take the before and after screenshots of the Status Meter for your test hour of usage. If you can do more than an hour, that would be better. Thanks, Liz ... View more

Hi Lea, Thanks for checking in.  Let us know when you have the chance to unplug from the router and use your computer for an hour, and please include those before and after screenshots of your Status Meter. Connecting your PC directly to the modem eliminates the router and any wireless devices, this will help us narrow down where data is being used. Thanks, Liz ... View more

Hi Lea, Thank you for this screenshot. So between 4:50 am this morning until you said you "started a few minutes ago" around 11 am, no one was using the computer? We'd like to know what PC activity was taking place between the 4:50 am and 11:06 am screenshots. Was the PC on and still directly connected to the modem? Was a browser open? On what site was the browser left open? We look forward to hearing back from you. Also, as a reminder, you still have the tokens we gave you before to help troubleshoot. Thanks, Liz ... View more

Good morning Bev, I'm sorry to hear that, I wanted to address your concerns. We'll have look at your case notes to evaluate your experiences with us and improve where needed. If you ever need assistance, we're always here. Thanks, Liz ... View more

Hi Carla, I see it's your first post here, so welcome to the community! We're glad to see you found the information in this thread useful. If you would like us to assist with your data usage concerns, please create a new post and include a case number or your modem's serial number so we can locate your account. Thanks, Liz ... View more

Great, thanks for the screenshot, Lea! Just to confirm, at 7:14 am today, before you disconnected the modem, you only used 37 MB. Then when you reconnected the modem and checked the Status Meter again, it still said 37 MB used as shown above in your screenshot? Now we can try connecting JUST your computer to the HughesNet modem. Do not connect your router, as we do not want additional devices on your network using data. With your computer connected directly to the modem, please take note of the time when you connected the computer and take a new screenshot of your Status Meter. Use your computer as you normally would and keep track of what you do (Streaming video? Facebook? Checking email? Offline work?). To help us better evaluate your usage, it would be best to have at least an hour of usage logged. We'll update your data token allowance to perform this troubleshooting without needing to stop short. After you're done using the computer, please take another screenshot of your Status Meter so we can see how much data was used during that single computer session. We really appreciate you working with us to help us address your concerns, thank you. Looking forward to hearing back from you. -Liz ... View more

Good morning Lea, Here's a guide to help you take screenshots: http://www.take-a-screenshot.org/ Also, as Ron suggested, you should download and install the latest status meter from here: supportcenter.myhughesnet.com Let us know if you have additional questions, we look forward to hearing back from you. Thanks, Liz ... View more

Hi Lea, Please follow these steps to help us investigate further. Please take care in cropping out your SAN while taking the screenshots. We look forward to hearing back so we can address your concerns. Thanks, Liz ... View more

Hi Bev, Thanks for the information, we'll look further into this for you. We'll post back we have have additional questions or updates. -Liz ... View more

Good morning Bev, Welcome to the community and thank you for your post. We want to address your concerns, so please post a case number or the serial number located on the back/bottom of the HughesNet modem so we can pull up the account. To clarify, your mother cannot log into her HughesNet e-mail account?  Prior to 4 days ago, she was able to log in? Are you logging into the e-mail account via the HughesNet homepage?: http://my.hughesnet.com/ We look forward to hearing back so we can get to the bottom of this. Thanks, Liz ... View more

Good morning Alyson, I see it's your first post here, so welcome to the community! I'm sorry to hear that! We can help you out, please post the serial number located on the back/bottom of your modem so we can pull up your account and address your concerns. Thanks, Liz   ... View more

Hi Mike, Welcome to the community and thanks for posting. To go along with what sgoshe said, we don't try to compete with terrestrial ISPs such as the one you mentioned.  My fellow moderator, Katie, has also explained this in the past to those who compared us to Verizon, Comcast, etc. and it can apply here as well: HughesNet satellite service does not pretend to compete with cable internet. By its basic nature and simply satellite technology alone, it cannot beat cable service. As you've noted, the price alone is not competitive. Satellites signals have to translate your data requests and send them thousands of miles into space and back. Cable technology has a shorter, less expensive trip..among other economies.  Satellite internet simply provides an option to those that would otherwise have no internet service available. We don't purport to be anything else. -Liz ... View more

Hi Ricky,  Thanks for pointing that out. The forum seems to be undergoing a service update right now, so we have intermittent functionality. I'll try fixing the link. -Liz ... View more

Hi Charlotte, Welcome to the community and thanks for posting. I'm sorry to hear you're unhappy with the service, we want to address your concerns; we do care. Please post a case number or the serial number located on the bottom of your modem so we can pull up your account and request a copy of your sales call for review. Our senior VP of sales and marketing, Mike Cook, explained to our community why we have the Bonus Bytes feature in our service plans: https://community.myhughesnet.com/hughesnet/topics/gen_4_service_plan?topic-reply-list%5Bsettings%5D%5Bfilter_by%5D=all&topic-reply-list%5Bsettings%5D%5Breply_id%5D=13394831#reply_13394831 If you have additional questions, please let us know, we're happy to help. Thanks, Liz   ... View more

No, thank YOU, Charles. 😄 -Liz ... View more

Lea, We have issued tokens at no charge to you, you may have received an e-mail regarding this update. -Liz ... View more

Hi Lea, I just wanted to add that our remote diagnostics show the HughesNet equipment looks fine from our end. We're glad to see you working with Charles to try to figure out what is using your data. We'll check your usage data as well to see if there's anything insightful to share. In the meantime, as you troubleshoot, we'll add token data allowance to your account. Please keep us posted. Thanks, Liz ... View more

Hi Lea, Thank you for updating us so far. You mentioned that you unplugged the LAN cable with 22% of your data allowance left. So overnight your modem was left isolated until you plugged back in the morning and found the same amount, 22%. This tells us that no data was used and eliminates the modem as a source of unidentified data usage. I don't know why your data reset up to 82%, but look on the bright side, you were given more data than expected!  As Staci mentioned, Facebook does have autoplaying videos in their timeline feature, which can use more data than you expect. In addition to that, keep in mind there are countless factors that can use your data: - more devices are capable of connecting to the internet: phones, tablets, gaming consoles, SmartTVs, and even refrigerators can connect wirelessly to the internet. Keep track of what devices you leave running on Wi-Fi. - automatic-updates: your computer and any other programs you use will often keep working in the background, even if you're not actively using that program, in order to keep your system/program up-to-date. Anti-virus programs will periodically use your internet connection to check back with their malware database for any updates. You should have an option to turn off auto-updates and/or schedule them for a later time. - multimedia content: Netflix, Hulu, YouTube, Facebook, Tumblr, Instagram, news sites, and other websites will contain videos, animated gifs, and sound clips that may start playing as soon as you land on the site. So much content, so easily available almost everywhere on the internet. For starters, try disabling auto-play video on Facebook: https://community.myhughesnet.com/hughesnet/topics/how_to_disable_autoplay_videos_on_facebook or adjusting your Netflix playback quality to SD: https://help.netflix.com/en/node/87 To help you monitor your data usage and other performance metrics, we’ve gathered resources for you here, which also includes community recommendations: http://community.myhughesnet.com/hughesnet/topics/track_your_usage_performance_speeds_and_view_tips_.... The most important tool to download is the Status Meter, available in the Customer Support Center, so download that if you haven’t already: supportcenter.myhughesnet.com Another community member has also shared a list of things you might not have thought to check that uses data, so we highly suggest checking it out here: https://community.myhughesnet.com/hughesnet/topics/data-usage-sources-common-and-not-so-common Feel free to let us know if you need additional assistance, we're happy to help. Thanks, Liz ... View more

Yes, how yours refills may differ from others. My explanation above was just an example, I'm not saying everyone starts fresh on a Monday. -Liz ... View more

Hi Lea, Thank you for the update. Please remember that your data does not roll over every single day, just every other day. Say for example, on Monday you start with 50% of data and end with 20%, so Tuesday you get 50%, plus the previous day's 20%, for a total of 70%. Data not used on Tuesday does not roll over to Wednesday, you start again at 50%. Wednesday's leftover data will roll over into Thursday, but Thursday's data will not roll over into Friday. I hope that made sense, but please let us know so we can try again to clarify. Since you started at 50% today, you're starting fresh and any leftover data today will roll over into tomorrow. Keep an eye on your usage and let us know if your leftover data (if any) rolls over. Thanks, Liz ... View more

You're welcome, thank you Lea. We'll post back once we have any updates or additional questions. -Liz ... View more

Hello Lea, We want to address your concerns, so please post a case number or the serial number located on the bottom of your modem so we can pull up your account and investigate this further for you. Thanks, Liz ... View more

Hi Annette, Welcome to the community and thank you for your post. We want to address your concerns, so please post a case number or the serial number located on the bottom of your modem so we may look up your account. We look forward to hearing back from you. Thanks, Liz ... View more

Hi Jon, I see it's your first post here, so welcome to the community! Thanks for posting, we want to address your concerns. If your account is set up to do auto-pay, we will charge your card on the bill date. If your current bill date is inconvenient for you, please call us at 866.347.3292, where we have billing specialists who can change your bill date to a day that works better for you. Let us know if you have additional questions we can answer for you. Thanks, Liz  ... View more