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Hi Ron,   I'm glad you found the community and already started working with Gabe, thank you for posting. No need for a tech at this point, I just ran diagnostics on your site and found that the HughesNet equipment is working properly, with the HughesNet modem currently getting 38 Mbps down.   We'll have to troubleshoot individual devices to pinpoint trouble spots.   Right now I see an iPhone connected to the 2.4 GHz network, along with two other devices. I don't know for sure what they are, but their MAC addresses end in 9d and de.   Let's see how streaming directly from one isolated device works (without Roku or anything like that).    First make sure nothing else is connected to the internet except for the iPhone.    Stream something on the iPhone and provide the following information:   -What are you streaming? (YouTube, Netflix, Facebook video, Hulu, Amazon, etc.)   -In what streaming quality are you watching? (480p, 720p, 1080p, etc.)   -Is the Video Data Saver on or off (currentlty it's off).   -What exactly are you experiencing when streaming, buffering, pixelation, etc?   -What time are you testing streaming?   These are all the questions for now so we know how streaming on just the iPhone fares. You may do this troubleshooting at your own convenience.    Your cooperation, patience, and understanding are much appreciated.   ... View more

Good morning Parough3,   Thanks for reaching out. Let's go over your bill together so we make sure we're on the same page. To view a break down of your bill, please log into the Support Center: http://supportcenter.myhughesnet.com and follow the instructions here: http://hninfo.us/viewbill   The itemized bill can be found when you open the bill and click the "Account Charges" link in the bottom left corner.   Then we'll see this:  The service plan fee, equipment lease fee, and tax add up to the $80.73 you mentioned. The $5 difference in question is that invoice charge. Subcribers not on auto-pay are charged $5 monthly to have their bill physically mailed to them.   Hope that made sense and clears things up for you. Now you know how to check your bill if you are curious about your charges.     ... View more

Good morning BlevinsHomestea,   Thank you for running the latest tests. Engineering is suggesting a site visit for you. Your dispatch is currently scheduled for our earliest available slot: Thursday, Oct 10, 2019 between 11:00 AM-02:00 PM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. Please let us know how the site visit goes.   ... View more

Hi BlevinsHomestea,   Looks like an engineer is looking into this already, I just got off the phone with him. He's looking into something regarding your case currently, but as of right now he's seeing that speeds should be good. If you're still there, can you please run some new tests to confirm?     ... View more

Hi Cindy,   Welcome to the community and thank you for posting. We can certainly look into requesting your sales call for review to determine whether the sales rep set the appropriate expectations. I'll post back once I get the results.   Can you please elaborate on which needs you stated? This way we can narrow our focus on the sales call review. Your patience and understanding are much appreciated.     ... View more

Gotcha, thanks, that simplifies things. Let me compile this info and send it up. I'll post back once I have any news to share from engineering.   Your patience and understanding are much appreciated.   ... View more

Just what the engineers need, thanks for the results link BlevinsHomestea! I'd like to escalate this to our engineers here at corporate for their insight. Please provide some additional information (these are things our engineers tend to ask):   What were you trying to do online that prompted checking your speeds?   If you're trying to stream video, describe your experience.   Where are you trying to stream? (Netflix, Amazon, Hulu, etc.)   On which device?   If you are having difficulty accessing a certain website(s), which one(s)?   Or are you trying to log into a site?   The more details about what you were attempting to do will help the engineers narrow their focus.    Your cooperation, patience, and understanding are much appreciated.   ... View more

Hi BlevinsHomestea,    I'm glad you found the community, thank you for posting. As Gabe said, the link doesn't send us anywhere. Could you please try again? Please be sure you ran the tests using the 25 MB file size for the most accurate results.   I ran diagnostics on your site and currently everything is working normally; the HughesNet modem is getting 26.7 Mbps in download speeds. Looking forward to seeing your TestMy.Net results.   Your cooperation, patience, and understanding are much appreciated.   ... View more

Hi js20692,   I appreciate your patience while our engineers have been investigating. As recently as Friday they were able to reproduce what you reported, but today iMessage is working for them. Can you please confirm if you've also noticed this change?   Some things engineering would like confirmed:   Is it just picture/videos failing to send?   Is the issue limited to sending or receiving or both?   If pictures/videos are sending/receiving, is it just delayed?   How's sending/receiving plain texts? Delayed or normal?     Your cooperation, patience, and understanding are much appreciated.   ... View more

OK that's new. Have you tried a another tone? In my past experience it was only the default iMessage tone that hung up VOIP calls.    Also, are all of your dropped calls a direct result of receiving an iMessage on the iPhone? Just trying to narrow things down because dropped calls unrelated to iMessage is a different issue.   ... View more

Thanks for the details, Rob. Please correct me if I'm wrong, call drop no matter which phone set you use?   I'm not so sure about using a splitter, let me check with our VOIP experts on that and get back to you. The iPhone should not interfere in any case unless your iMessage notification tone is set to the default tone.     ... View more

Thanks for the additional info Rob.   How long into the call before it drops?   Have you noticed if the calls drop if it's a received call?   Just to be clear, the dropped calls even persisted on a different phone set?   The phone set(s) you're using are cordless?   We don't have any specific model phones we recommend; any current phones should work fine, but let's finish troubleshooting before we decide that the phone set is the root cause.    Looking into changing the channel is a good idea too, considering that you have a number of devices on your 2.4Ghz network, but first please confirm that dropped calls persist when the ATA is the only device connected to the HughesNet modem.   ... View more

Good morning Rob,   Just confirming that your iMessage concern was resolved? I believe you mentioned it in your other thread. Please let me know so I can close this thread.     ... View more

Good to hear, Rob. I don't know what happened with the sites, but whenever in doubt, just reset things.   So let's troubleshoot the dropped calls.   Are the calls dropping after a certain duration? Are the dropped calls occurring on all calls you're making or receiving?   If not consistent on all calls, what is the phone number of calls where dropped calls occur (please just privately message me this information). Just to be clear, regular internet browsing is fine?   Are you using a corded or cordless phone?   Do you have another phone to test?   At your convenience, please private message me the phone number, date, and time of the dropped call(s).   Please also test making calls when the ATA is the only device connected to the HughesNet modem; let me know if dropped calls still persist.   Your cooperation, patience, and understanding are much appreciated.   ... View more

Good morning Rob,   Thank you for your update on the site visit. I just ran diagnostics on your site and the equipment is working normally; the modem currently is getting 30+ Mbps down. The only thing of note is that there is rain in your area which may affect performance.    I also checked the line status of your phone, it was fine, but I reset the line for good measure. Please tell me more about the HughesNet Voice experience so we can better troubleshoot.    Please also give more detail about Dropbox, OneDrive, and the AppStore.   Are you saying that all other sites you browse are fine, it's just these three?   Do these sites load at all?   Or can you not log into them?   Tell me what you are trying to do and where you run into trouble.     What error message are you getting? (Screenshots would help, here's how to do them: take-a-screenshot.org)       Does disabling Web Acceleration make a difference? (Enter 192.168.0.1 in your browser then follow the steps here to find where to toggle Web Acceleration: http://hninfo.us/WAS)     Does this happen in different browsers?     Does this happen on different computers/devices?     Does this happen on a non-HughesNet connection?     Does this happen even after clearing your browser cache? (How-to here: refreshyourcache.com)     Does power cycling your modem make a difference? (Unplug the HughesNet modem's power cord from the brick for 30 seconds before replugging.)     Does this happen even when directly connected to the HughesNet modem?     Does power cycling your router make a difference?     Does power cycling your computer make a difference? Your cooperation, patience, and understanding are greatly appreciated so that we can address your concerns.       ... View more