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About mweasner
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09-03-2016
2 weeks ago
mweasner
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2 weeks ago
Again, I spoke too soon about ftp working. It worked all day every time I tried after the tech left. Then worked once at night. Then 3 hours later it stopped working. Will see what happens on Wednesday. Looks like I may have to consider Viasat (formerly Exede).
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2 weeks ago
HughesNet technician came today. He was awesome (even though he didn't know what ftp was). He saw errors on both the modem AND the dish. He replaced both and now my ftp access is working again. (Hope I'm not speaking too soon again.) For what it is worth, this is my 4th Gen5 modem. The previous ones were each replaced for different problems.
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2 weeks ago
I called back to the Tier 4 advanced support Monday morning. The "advanced" support person I spoke with did NOT understand what ftp is. I had to explain it to him. He then reported that speed was OK and explained to me about the number of device limitations with their service. When I asked where that was documented for customers, he could not give me any specifics other than to check the HN legal web pages. He did say that he was seeing a large number of packet errors (which do not show up in the modem web page on my end). He decided that it would be best to send a technician out to physically check the system. That tech should come on Wednesday, 9 January. I hope that technician understands about ftp...
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2 weeks ago
Today (Saturday) I got a phone call from HughesNet Technical Support. Unfortunately, their call was to be made to me on a business day. Unfortunately, the call was flagged as a "Telemarketer" by AT&T, so I didn't answer it. The caller did leave a voicemail message with a callback number and pin to use. However, the pin was not valid. I also tried calling the phone number that was used by the caller. It was disconnected after two rings. Too bad that HughesNet doesn't use a valid caller ID when returning phone calls. Now I have to call Tech Support on Monday and probably start all over again.
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2 weeks ago
I spoke too soon about the ftp issue being fixed. ftp became totally dead last week. I contacted the host provider; no issues on their end. I called HughesNet Tech Support this morning. The rep tried a few things, but nothing worked. Still no ftp access via HughesNet. Other Internet protocols (http, https, LDAP, IMAP, DNS) still work fine. She has elevated the call to their advanced technical suppport. Unfortunately, she said it could be 2-3 days before they reach out to me.
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3 weeks ago
That's true. Anywhere along the line that HN uses which could be different than AT&T or a cable provider. But a search for "ftp" in this HN user forum does show a lot of problem reports with failed ftp connections over the years. Might be a pattern there... I do have to wonder about HN for business users. For their modem/router to not have a configuration backup/restore capability should be a killer for businesses who require reliable services. I reported this concern directly to HughesNet over a year ago. Still nothing.
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3 weeks ago
ftp working again. I tried multiple times every day since 15 December. It wasn't until 26 December that I had reliable connections. Wonder what was wrong. Certainly not my ftp server as it was accessible via AT&T LTE and another user who was on a cable Internet system. The only culprit could have been HughesNet or the HN Gen5 modem/router.
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4 weeks ago
HN Gen5 modem/router was rebooted Saturday, 22 Dec. Problem is still occurring. ftp connections are unreliable, but only through the HN modem. ftp via a cell network connection work fine. Definitely a HughesNet problem.
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a month ago
Since 15 December 2018 ftp access to my web server has stopped working reliably day and night. Sometimes I can get a reliable fast connection, other times a connection but very slow, and many times no connection at all. I tried a friend's ftp server that uses a different host in a different part of the country and still have the ftp problem. I searched the Forum and see that over the years many users have had ftp problems with HughesNet. http access to the server works fine. I have rebooted the HN modem and one of the computers used to access ftp but that didn't help. I see this problem on multiple Macs and multiple iOS devices so it would appear that the common source of the problem is HughesNet. Why? What's the fix to get reliable HN ftp again?
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07-31-2017
06:16 PM
Still receiving this bogus error message on Monday. Just got off the phone with HughesNet Technical Support. The lady I spoke with had no information on this error. She checked the modem logs, turned off web acceleration, and rebooted the modem. Remains to be seen whether web acceleration is the culprit (which I doubt). I gave her the URL of the error message: http://messages.hughesnet.com/billing/sdcc.cfm?SN=12144411 and the poor English text of the error: "Unfortunately, the page that you are looking for no longer exist." She talked with someone else who had heard of this error but it is distressing that Tech Support has no official information about this error that has been going on for weeks.
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07-29-2017
06:14 PM
I started getting this "error" page a couple of days ago. Seeing the comments here I updated my credit card info, but still seeing the error. If this error is supposed to indicate a credit card problem it should state that instead of being a poorly worded error message that looks like the fault is with some other web site. I'm beginning to wonder about HughesNet after the Gen5 UPnP disaster (for me) and Wi-Fi 5G dropouts (both of which now seem to be solved (at least for me) and now this apparently bogus error message that incorrectly blocks getting to existing web pages.
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07-21-2017
06:54 PM
Today I reconnected the remaining four webcams to Gen5 Wi-Fi 2.4G with the modem UPnP disabled. So far all five webcams are working properly with the Gen5 modem. Whew! Thanks again to everyone who suggested that fix. Hopefully HughesNet Technical Support will add the UPnP disabling troubleshooting technique to their standard checklist. If I had been informed by Tech Support about this known UPnP issue when I called them on 7 July I would not have wasted so much of my time troubleshooting the issue and getting so frustrated with Gen5 since then. I understand there a software update being rolled out that hopefully fixes the UPnP issue. For now I am leaving UPnP disabled. Update on the Wi-Fi 5G: it has been stable for the past two days. Maybe a recent software update fixed that issue.
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07-20-2017
12:52 PM
I disabled UPnP on the modem this morning. After waiting about 5 minutes I powered up one webcam connected via Wi-Fi 2.4G. SUCCESS! The webcam connected automatically and the modem stayed online. It has been working OK for the past 30 minutes. I will leave just the single webcam connected and see if the modem continues working properly for the next 24 hours. If it does, I will add the remaining webcams one at a time. I will update this thread sometime on Friday. Thanks to everyone who suggested disabling UPnP!!!
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07-20-2017
12:50 PM
First an update on the Wi-Fi 5G: after being down pretty much all day yesterday, it was alive and working well this morning prior to my webcam troubleshooting. Remains to be seen if 5G continues to stay alive. As to the issue of my webcams killing the Gen5 modem, I disabled UPnP on the modem. After waiting about 5 minutes I powered up one webcam connected via Wi-Fi 2.4G. SUCCESS! The webcam connected automatically and the modem stayed online. It has been working OK for the past 30 minutes. I will leave just the single webcam connected and see if the modem continues working properly for the next 24 hours. If it does, I will add the remaining webcams one at a time. I will update this thread sometime on Friday. Thanks to everyone who suggested disabling UPnP!!!
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07-19-2017
09:33 PM
At the request of @Amanda, I have created a new thread about the Gen5 issues I'm seeing: https://community.hughesnet.com/t5/Tech-Support/Gen5-modem-webcam-compatibility-modem-dropouts/m-p/80091#M56830
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07-19-2017
09:32 PM
At the request of @Amanda, I have created a new thread about the Gen5 issues I'm seeing: https://community.hughesnet.com/t5/Tech-Support/Gen5-modem-webcam-compatibility-modem-dropouts/m-p/80091#M56830
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07-19-2017
09:27 PM
At the request of @Amanda, I have created this thread to assist HughesNet in troubleshooting the Gen5 modem issues I have been experiencing since immediately after I upgraded from Gen4 to Gen5. Network Devices list (HughesNet Gen4 + Wi-Fi router) Ethernet (all Cat 6 wiring): Four computers Network backup system Printer VGA webcam 10/100/1000 8 port Ethernet switch Wi-Fi: Two smartphones (5G, when available) Two tablets (5G, when available) One computer (2.4G) Four VGA webcams (2.4G) Four other 2.4G devices When the first Gen5 modem was installed during upgrade from Gen4 all of the Wi-Fi devices were still turned ON, but only one computer was connected to the modem via Ethernet. The non-HughesNet Wi-Fi router was not being used. The Gen5 modem Wi-Fi network 2.4G and 5G network names were changed to be the same names as previously in use. Shortly after the installer left the Gen5 modem dropped offline (no web browser access via Ethernet and the HughesNet Usage Meter was greyed out). During a phone call to HughesNet Technical Support after the installer left, all Wi-Fi devices were powered OFF as part of the eventual troubleshooting. Modem stayed stable. But when the first webcam (Wi-Fi 2.4G) was powered ON, the modem dropped offline again. The modem had to power cycled in order to get it to come back online. The Technical Support representative stated the modem was bad and that its router address should NOT have been 192.168.42.1. She ordered a replacement Gen5 modem shipped to me. (this router IP address issue turned out to be an incorrect assessment by Tech Support) When I set up the replacement modem, all of the Wi-Fi devices were OFF and only one computer was connected via Ethernet. New modem worked. But as before, when the first webcam was powered ON, the modem dropped offline again. The modem had to be power cycled in order to get it to come back online. I decided that only the webcams were consistently killing the modem as soon as they were connected to the modem. None of the other devices killed the modem within minutes of being powered ON. Current Network Devices list (HughesNet Gen5) Ethernet (Cat 6 wiring): Four computers Network backup system Printer 10/100/1000 8 port Ethernet switch Wi-Fi: Two smartphones (5G, when working) Two tablets (5G, when working) Four 2.4G devices About every couple of days, but sometimes every few hours, the modem drops offline for some reason even with no webcams in use. Normally, the modem returns to operation on its own within minutes, but sometimes it takes hours to return itself to normal operation. NOTE: I am not talking about satellite connectivity. The modem drops off the LAN and is not visible via a web browser or the Usage Meter via an Ethernet connection. When the modem router drops offline it also kills connectivity between devices on the LAN. This means that inprocess backups to the networked backup disk are interrupted, resulting in potentially corrupted backups. Obviously, not a good thing. The modem dropping offline problem does not seem to be related to the frequent Wi-Fi 5G network disappearing act. The Wi-Fi 5G network can be stable for a day or two, and then disappear for minutes or hours before returning on its own (although the current 5G outage has gone on for a entire day. Power cycling the modem may or may not restore 5G functionality immediately. Wi-Fi 2.4G is stable when the modem is operational, but of course is dead when the modem goes offline on its own. The 5G outage affects devices in the same room as the modem and even when within 1 foot of the modem. (I understand this 5G radio failure is a known problem at HughesNet.) Thursday morning (20 July) I plan to test disabling UPnP on the modem to see if that resolves the webcam issue. I don't know whether it will solve the webcam issue and/or the modem dropping offline on its own. I will report back here with the test results. If disabling UPnP does NOT solve the webcam issue then I will have a decision to make very quickly: do I spend the money to replace 5 webcams with models that may or may not work with the Gen5 modem, or do I request to be reverted back to Gen4? Stay tuned...
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07-19-2017
06:49 PM
Thanks again everyone. I will be doing the UPnP OFF tests tomorrow morning. Just to clarify about the Wi-Fi 5G outages: it is dead from just 2 to 10 feet away from the modem. There is nothing between the modem and the Wi-Fi device trying to connect. When 5G works its range in the house goes at least 60' away from the modem. When it is dead, it is really dead.
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07-19-2017
12:00 PM
Thanks to everyone for the tips. I haven't meant to sound negative about HughesNet. Gen4 had been a good solution for my rural area. I am just concerned that Gen5 was rolled out prematurely or without adequate customer beta testing. The Gen5 Wi-Fi 5G network has been dead for hours now and the modem continues to drop offline entirely (via Ethernet and Wi-Fi) for short periods of time. I plan to resume troubleshooting the Gen5 modem on Thursday and possibly make a final decision then about sticking with Gen5 or reverting back to Gen4.
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07-19-2017
09:29 AM
If the 5G radio is not reliable then perhaps a hardware recall will be required. And if HughesNet continues to lease/sell a product with a known flaw they could run afoul of the Federal Trade Commission.
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07-18-2017
04:38 PM
Wi-Fi 5G dropped out again after being OK for about a day. Since HughesNet has known about this problem for some time and a fix is being developed, will HughesNet contact every Gen5 customer to let them know when they can start using 5G reliably? If no such contact is forthcoming, customers will have to assume that Gen5 continues to be too unreliable to be recommended to their friends.
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07-17-2017
09:20 PM
The first modem that was installed by the professional installer worked for a few minutes after he left. But then I lost Internet connection from all devices. That was following by the modem disappearing from the network. The usage meter greyed out and going to the modem's web page failed to connect to the modem. It took a power recycle to resurrect the modem. When that kept happening I called Tech Support. She had me try several things, including shutting down all connected devices and add them one-by-one. When I added the first webcam, the modem disappeared again. After an hour on the phone with a very nice lady, she said the modem was indeed bad in that the 192.168.42.1 router address was bogus and should have been 192.168.0.1 (like it was with my Gen4 modem). They shipped me a replacement modem. After I swapped the modems, the new modem also had a 192.168.42.1, so I called Tech Support. They said the nice lady had been wrong and that the router address correct. So I reconnected the webcam that killed the previous modem. Bang, killed the new modem too. So I have left the webcams disconnected. Everything was stable for a few days. But Sunday evening the modem started its disappearing act again. It would drop offline for a few minutes and then come back. Wi-Fi 5G never came back that night and into Monday morning. (I am not talking about satellite connectivity here; just local connectivity to the modem.) Mid-morning on Monday the modem got stable after I did another power cycle. Eventually Wi-Fi 5G started working again. Been stable now for a few hours, but I no confidence in the HughesNet Gen5 modem until it proves to me it is stable for several days.
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07-17-2017
09:08 PM
Amanda, I prefer to not post a list of my devices here. Send an email to my email address on the my HughesNet account. I will then send you a description of the Gen5 full problems and a list of the devices that worked on my Gen4 system. Mike
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07-17-2017
06:08 PM
Thank you Amanda. It will take some time before I get a chance to prepare the info you requested. I really don't like having to do all this troubleshooting. I am not a beta tester for HughesNet. If you want to enter into such an agreement with me, let me know. (I was a beta tester for Cox when they got into the Cable Modem business back in the 1990s. I have also been a beta tester for Apple, Microsoft, Adobe, and many other companies.)
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07-17-2017
12:35 PM
Has this UPnP bug been fixed? I was upgraded to Gen5 over a week ago. First modem became flakey shortly after the installer left. Tech Support sent me a replacement Gen5 modem. But it also died immediately after it was set up when I connected one of my webcams (which worked fine with Gen4). I also see Wi-Fi 5G dropouts for hours at a time. 2.4G stays on. But there are times when the whole modem goes flakey and drops offline. No Ethernet or Wi-Fi connectivity to the modem when that happens although it does seem to be still connected to the satellite. In looking at the modem UPnP configuration page it seems to imply that I need UPnP to have the computers and smartphones properly working together. So, unless this bug is going to be fixed in the next few days I will have to demand reversion to Gen4 to get everything working again.
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07-17-2017
09:07 AM
Just seconds after I posted the above message about the modem being stable it dropped offline from the LAN. When it returned on its own this time the 5G Wi-Fi network was visible. BUT as I was typing this message the 5G network disappeared again. I think "FLAKEY" is definitely the correct marketing word for HughesNet Gen5. Was it rushed to the market?
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07-17-2017
09:03 AM
Sunday night I powered cycled the modem. That seemed to have stopped the modem instability. BUT it did not revive the 5G Wi-Fi. There is still no 5G broadcasting itself Monday morning. I have disabled and re-enabled the 5G network but still no 5G network visible. I am close to asking HughesNet to revert me back to Gen4. This Gen5 modem is too flakey.
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07-16-2017
09:39 PM
I am also seeing the 5G Wi-Fi network dropouts frequently with the newly installed Gen5 modem (less than one week old). Tonight I am also seeing a frequent disappearing act by the modem. Modem disappears from Ethernet, Usage Meter goes gray, all network connected devices Ethernet and Wi-Fi lose LAN and WAN connectivity for a minute or so. Then the modem magically reappears, along with connectivity. Gateway ID 16, Beam ID 87, Outroute ID 6.
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10-25-2016
05:11 PM
1 Kudo
Tue 25 Oct 2016 0705 MST: Dowloaded iOS 10.1 via OTA on my iPhone 6s Plus. Download only took a couple of minutes (200+ MB). However, as was the case when HughesNet was having speed issues in August and September, the verification step FAILED. It said the iPhone was no longer connected to the Internet (but obviously still was connected). Had to do the verification step with Wi-Fi turned off. It was then successful using AT&T LTE. So something is still sick with HughesNet and Apple.
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