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About maratsade
since
06-05-2015
maratsade
Distinguished Professor IV
7539
Posts
3541
Kudos
138
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13 hours ago
2 Kudos
"Can I get off this boat?" Of course. You can cancel your account at any time, keeping in mind you will need to pay an early termination fee. Cancellation can only be done by phone, 866-347-3292. If you're willing to work with the reps here to improve your experience or fix problems, then you may want to give more information about what your technical issue is, and provide details and context as to what exactly is happening ("Everything is broken" is not really helpful here) and when it happens, what you are trying to do when it happens, your device configuration, type, operating system, any errors displayed on the modem's internal page, etc. If you are referring to low speeds, you will need to follow the required troubleshooting protocol before the reps on the site can get involved. You may also want to read the legally binding subscriber agreement, especially the service disclaimers.
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Tuesday
1 Kudo
Additionally, the FAP documentation for Gen 5 states that " Reduced speeds may be as low as or lower than 1 Mbps and may cause Web sites to load more slowly or affect the performance of certain activities such as video streaming or large downloads/uploads."
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Tuesday
2 Kudos
As Liz wrote, " Hughes has identified that the Treasury Direct website claims to support IPv6, but is not configured correctly. " The problem is with the configuration of the Treasury Direct website. HughesNet is working on a workaround for customers affected by the Treasury Direct website's misconfiguration issue (which is not a HughesNet issue). Another workaround is to use a VPN to access the specific site. The issue may likely occur again with other websites that have a misconfiguration, and just like now, it won't be a HughesNet issue. @pankr003 wrote: This problem occurred before and there are other questions about it if you search. Hughes must have fixed the problem before. I asked about the problem in 2018 if I remember right. Now it came back on two of my computers but one works OK.
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Tuesday
1 Kudo
@Christopher1 There is no evidence that the company has made any changes to their FAP policies. Unless the person making such a claim can provide company policy documents as evidence, their claim has no weight. It would be wiser to wait until a rep (@Liz @Remy @Damian ) replies to your post and addresses the issue directly with you.
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Monday
2 Kudos
The first thing you need to do to have this issue addressed here is to run speed tests to demonstrate the problem, so the techs can see what may be going on. The testing procedure is required to proceed. Follow the procedure detailed here: https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607 For more information on running these tests, check this page: https://support.hughesnet.com/en/faq/internet/how-check-your-speed-performance
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Sunday
1 Kudo
@lakeland4 Any kind of streaming over satellite is highly sensitive to congestion, so while it may work at times, it's not dependable. For recording shows you may want to look into PlayOn Cloud. Some of us use it to record stuff and play it back later, plus you can keep the files. It works as a cloud DVR, and uses no data to record, though it does use data to download the shows. You can always download the shows during bonus time or during times when the speed is good. As for changing satellites, the reps here will need to answer that. Not sure changing would make a difference, though, but hopefully they will have some good info for you. They should be back on Tuesday. EDIT: By the way, you're very welcome. I do hope your issues get resolved in some way.
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a week ago
1 Kudo
This is the URL the techs need: https://testmy.net/quickstats/kilroy That your speed tanks later in the day is evidence that congestion is likely the culprit. Later in the day more people hop on the web and it takes very little to burden the beam, as the limited available broadband must be shared by everyone. This congestion and its resulting issues can't be avoided. Speeds and performance are not guaranteed, and this is stated in several places, including the legally binding subscriber agreement. While wishing for speeds that allow streaming is reasonable, it may not be possible given congestion issues. Satellite internet is not ideal for streaming. You may want to investigate satellite TV; it uses no data and it typically has no buffering issues, and offers hundreds of channels, including premium ones.
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a week ago
Mike, it's not a HughesNet issue. Running a tracert shows that the problem is with a CenturyLink server in LA, not with HughesNet. When you use a VPN you bypass that server.
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a week ago
2 Kudos
It's not shady. It's accounting, and just because charges are applied at the same time as other events, it doesn't mean they're related. If they told you there was a late fee, then there was a late fee. Check your invoices online to see where the charges come from.
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a week ago
2 Kudos
Are you able to access your account from this site? You can click on My Account at the top and then go to My Bill. It should show you what the charges are for.
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a week ago
1 Kudo
It probably doesn't take much for the beam to get congested. :( Good luck with alternative options! I hope they work for you. :)
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a week ago
Congestion refers to several things: users at your location (not what happened this time); number of devices connected at your location; users in your area; users in your beam; internet-related congestion (not ISP related), a combination of these, etc. Running the troubleshooting procedure the way the reps need it done is the only way to move forward with assessing what may be going on.
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a week ago
You may want to run the required troubleshooting procedure, using the required file sizes, and then answer any further troubleshooting questions that the reps here may have for you. Your speeds seem to be better in the morning, which may point to congestion. Still, follow the procedure so the reps can help you.
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a week ago
1 Kudo
That's the one. @Keysguy wrote: What is the 800#? I show 866-347-3292 to cancel
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a week ago
2 Kudos
@Keysguy , When you're ready to cancel, call the 800 toll-free customer service number. That's the only way to cancel your account.
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2 weeks ago
Your tests on Testmy.net, which is what's needed to have speed issues addressed in this community, are all during times of high congestion. You may want to take some more tests in the morning and in mid-afternoon as well, as the issue may just be congestion (too many people doing data intensive activities at the same time). I would focus only on downloads, since your issue involves downloading. Your upload speeds look mostly OK, if not stellar. Also make sure you only have one device connected to the network when you run tests, as all devices in your home that are connected share the signal, which means the quality suffers. It's not clear from your post whether you have one or more devices connected.
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2 weeks ago
2 Kudos
I don't think it's them. As you may have seen, Fox12 can get to the site just fine, using the same ISP, so it's not an ISP issue. @GabeU suggested changing DNS, but you may also want to try clearing the DNS in your system. Here's the procedure: 1. Turn off all of the devices using the modem directly or via wifi (all phones, iPads, computers, etc.) 2. Unplug the modem's power from the wall socket. 3. Wait a minute, then plug the modem back in. 4. After all the lights on the modem are back on, wait an extra 5 minutes, then turn all your devices on one-by-one 5. Try the site again. EDIT: I ran a traceroute and the request dead ends in LA due to what appears to be a dead CenturyLink server. Changing your DNS using the procedure above may reroute the request around the dead server (which is not a HughesNet server).
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2 weeks ago
The issue may be a beam issue or an IP issue. It's likely not an OS issue. @fox12 wrote: I am on a Mac, the link works fine for me.
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2 weeks ago
Sorry I wasn't around to reply to you, Mike, about the proxy. I used the first thing that popped up, which was hide.me, and it worked. If you're going to do personal/private stuff, I'd investigate proxies some more and use a quality one that has a good privacy policy (there might be a fee for the better ones). Glad you were able to access the page.
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2 weeks ago
1 Kudo
@Remy , I tested this and I was able to replicate Mike's issue. Power cycling the modem didn't work. I then used a proxy and the page loaded.
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2 weeks ago
1 Kudo
Keep in mind that turning off the VDS is no guarantee that you will be able to stream during times of high congestion. Additionally, your data will be used very fast.
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2 weeks ago
You may want to follow the procedure indicated in the subscriber agreement.
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2 weeks ago
1 Kudo
@awall Read the disclaimers here: https://legal.hughesnet.com/SubAgree-03-16-17.cfm (section 1.1). This is the subscriber agreement and it's legally binding. There are disclaimers at the bottom of this page as well: https://www.hughesnet.com/about/hughesnet-gen5 The subscriber agreement also contains the procedure for dispute resolution with the company (see Section II).
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2 weeks ago
1 Kudo
The reps here will have to answer that, but your speeds are normal. The times when they're not is likely due to congestion (too many people on the beam trying to use the system). Buffering is a result of latency and congestion, and happens often, especially during prime time, but it can happen at other times too. Since service and performance are not guaranteed (and cannot be guaranteed), and your system seems to be working within normal parameters, not sure that you have a case. But your next step should be to wait until a rep replies to you. Just give them some time to work on the case. Check the community often, as they may have additional troubleshooting questions for you.
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