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About sli-er_15
since
12-15-2015
yesterday
sli-er_15
Sophomore
62
Posts
6
Kudos
0
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yesterday
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11-24-2020
08:31 PM
Hi Liz, If the screenshot below is showing that it's fixed then, yes it is. I didn't try purchasing any tokens though, since I have a few left that I can use. Hopefully the "Redeem" button is aslo fixed as that didn't work the last time I tried it. Most importantly (to me) is the FAP meter, so I can see how much of our 475MB data has left in any given day. Progress! Thank you, Liz.
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11-20-2020
04:54 PM
Hello Liz, The meter has never been useful. It has always showed 100% with 0.0GB used .5GB available whether I've been online or not. The meter that was in my modem showed real time data used/available. In the current usage tab it shows 100% reamaing and .46GB plan GB used. The purchase token tab listed only Token, Price, Quantity and Action and nothing else when I viewed it lastnight. The same thing you see in the screenshot I posted, without the loading circle.
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11-20-2020
03:05 PM
Hello Liz, Thank you for the update. I checked lastnight but forgot to take screenshots so, I loogged in again a while ago. The meter is still showing 100% Remaining, both now and lastnight. The historical usage has no data available and last night the Purchase Token tab was empty, no Token, Price, Quantity or Action. Today I couldn't get it to load for some reason. So, if my tokens run out I don't think I am able to buy anymore since there is no choice of how many, 1 or 3, tokens I can buy. I would really, really have some way to see how much of my 475MB FAP is available at any given time rather than not knowing and have it run out on us.
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11-13-2020
05:48 PM
You're welcome. I'll be patiently waiting. Thank you too, Liz.
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11-13-2020
04:25 PM
Hi Liz, Unfortunately it's not fixed. It actually reverted back to "You are not on a valid gateway" error. :(
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11-08-2020
09:18 PM
Hello Liz, Our FAP ran out yesterday. The usage meter was showing "100% Remaining", as usual.. I tried redeeming a token but nothing happened when I hit the "Redeem" button. A few minutes later when nothing happened I called our dealer to see if our FAP renewed, just in case it might've went through without a notification. Our FAP was still out according to the dealer so we had him redeem a token for me. I also don't see where it shows whether our FAP has run out or not in the new format. In the old format it was either OK or not. I'd appreciate if I can view how much of our 475MB FAP is left like it used to show in our modem. I accessed my account via my iPhone using data because our internet being throttled is really, really slow. Attached is a screenshot of the current meter at the time our FAP ran out.
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11-06-2020
08:05 PM
Thank you, Liz for the update. I just looked online to find a new page to view/buy tokens. It still shows 100% whether I've been online for a while or not. I don't know how much of our FAP is available via the online usage meter or the one that's not in my modem anymore. I've attached screenshots of what I currently have. The Historical Usage has "no data available" when I looked in the tab. Hopefully the techs can "fix" the usage meter that's online atleast, so I can view how much FAP i available at any given time. Thanks again.
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10-27-2020
01:33 AM
Hi Liz, Somethings happening. Sort of. The usage now shows " Please wait while we retrieve your information...". That's it, no usage grapg comes up.
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10-14-2020
04:22 PM
Thank you Liz. The error is now " We cannot communicate with your gateway at this time" when I tried to view our usage. Any chance I can get back my data usage monitor in my modem at the same time?
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10-01-2020
05:38 PM
Hi Liz, I've attached the screenshots you requested. The meter in my account, that's now showing the error, used to show 100% whether I used up all our FAP or not. From there I used to click on a "Buy or renew tokens" button where I'd input my DSS# and zip code to get a popup page that shows my FAP was either still OK or used up, no graph there to see how much FAP we currently have or used up. The usage meter in the System Control Center disappeared when the TCP acceleration was disabled earlier this year. There is no link to the usage meter on the left side of the window anymore, it used to be there with the "Home", "Problem Troubleshooting", "Detailed Problem Statistics" etc. links. The "Fair Access Policy Threshold Exceeded" has been "Unknown" ever since the TCP acceleration was disabled. Sometime an OK is listed when the free download period starts up at night.
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09-30-2020
03:37 PM
I've been trying to view our FAP for the last few days with my iPhone and my Mac using both Safari and Firefox web browsers. On each one I've been getting a " You are not on a valid gateway" message for "Usage" in my account. Prior to a few days ago I could log in to my acount > Usage > Buy tokens > to see if I still have FAP or not. I can't view how much FAP is left in 192.xxx.x..x because there is no link to show the percentage graph anymore. The only way is to sign in to my account online and see if my FAP is ok or not, no graph there either to show how much I've used up and how much I have left. It just shows it's either ok or not. Anyone know how I can get back on a valid gateway so I could see if I have FAP or not and use a token if my FAP is out? YIA
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08-06-2020
04:59 PM
I just noticed my connection slowed to a crawl, a sign that my FAP has run out. The only way for me to check my usage is to go online, sign in to my account and enter my DSS# and zip code. I can't view the FAP from my modem anymore. Anyway, when I signed in it showed my FAP was exceeded so I chose to buy 3 tokens @$25 and also chose the option to release a token at the same time then hit enter. A pop up came up basically saying that there is no token available for release so I re-sign into my account and this time I didn't chose the option to release a token when buying 3 tokens. A popup came up saying it will take up to 5 minutes for the tokens to show up in my account. A few minutes later I sign in to release a token to find that I bought 6 tokens @$50 instead of 3 tokens. Can someone here remove 3 tokens form my account and refund my CC for those 3 extra tokens?
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06-16-2020
02:53 PM
For the last few months during the bonus zone period, 10PM-3AM (2AM-7AM EST), our connection has been slow, non-existent or working for just the last 2-3 hours of the bonus zone period. Last night at 10 PM, like every other night, our connection died. Sometimes it would come back on around 12 AM/1AM but last night I finally went to bed when it didn't start up. A few calls to the AK region advanced tech support didn't get answered and I got tired of waiting on hold. I have included a couple screenshots of what I was experiencing last night. Everything looks fine in the System Status page except when the green status light goes yellow when the web acceleration status is "not operational". It kind of feels like our bonus zone is throttled or disabled because we cant get no internet connection during those times, every night. HughesNet disabling the tcp connection was supposed to address this problem but it hasn't made any difference. At about the same time FAP "unkown" status showed up and that has been a problem for us since. I opened a thread on this and was told the techs are looking into it.
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06-08-2020
08:07 PM
@Damian Thank you for looking into this. Yes, our data plan is the legacy ProPlus plan that has download allowance of 475MB. I didn't know about the 15/50GB data that came with it. Like I said earlier, our data usage meter dissappeared when the tcp acceleration was disable to see if our connection would get better during the first few hours of the bonus zone. Disabling the tcp acceleration didn't help any, it's still the same. I'd appreciate it if I can see our data usage so I can turn off our connection before using up our alloted data until it goes up after a while. As it is now we have to use tokens to get our internet back up and running. Thank you.
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06-06-2020
01:24 AM
I contacted a tech about resetting my modem to get back my data usage meter and to see if enabling tcp acceleration would help. I was basically told that I don't have unlimited data and the only way to see how much data allowance I have is to call and ask. The other is to sign in to my account here to view the usage in my account, the problem with that is it only shows 100% remaining even though I downloaded a 65 MB update. If and when my connection "dies" I will need to call for a token, the tech didn't say if I needed to pay for the token each time I need one. So basically, I am blind to the amount of data we can use before running out of FAP. The tech said tcp acceleration is fine as is right now.
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06-05-2020
04:04 PM
1 Kudo
@GabeU It just happened recently when the web acceleration on my modem was disabled. The tech in Fairbanks also asked about it to the advanced hughesnet techs when I sent it in to them for them to check on the system light. He was told it had unlimited data due to covid19. But, it doesn't seem to have unlimited data because my connection slows to a crawl or it doesn't get any connection after working for a few hours during the free download period.
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06-04-2020
05:39 PM
@Liz I just had a one hour phone conversation with the advanced tech for Alaska. He found out with the help of a HughesNet tech that the modem doesn't know about the "unlimited" data, (Fair Access Policy Threshold Exceeded - Unkown). The HughesNet tech updated the modem and everything was fine for a while then it all went back to the usual very slow or no connection again. The tech in FBNKS AK gave me a token to get back online so I could post this. Seeing as the "unlimited data" isn't working can you please have a tech enable FAP so I know when our data is about to expire, and when it does expire, I can use a token to get our speeds back? Thank you.
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06-03-2020
04:31 AM
It's odd. Our connection was really good last night until afternoon where it was completely unusable until now. I called the advanced tech but was cutoff during the time I was on hold due to the tech looking into our internet issue. I couldn't call back because of "system issues" or something along those lines. It's pretty frustrating when the System Control Center shows "Green" but nothing works as it should.
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06-02-2020
02:20 AM
I couldn't post in my previous post on my problem some weeks ago. I received my modem from my AK dealer. For some reason it was fine according to them even though the system light is still off. I went through VSAT Manual Commissioning with one of the techs and my connection was fine until later on in the evening. The next day I tried to see if I could get a better signal strength and a higher number for the Cross POL Test. I got as high as 79 signal strength and the Cross POL Test passed with 71. Afterwards the connection was the same as when I posted a few weeks ago. Called the techs and we went through re-registration and registration-installer steps. Everything in System Status showed green but my connection was still the same for some reason. The tech told me to call the advanced support for Alaska but I couldn't get an answer even though I was told it was a 24 hour service.I don't know what else to try. As of now I'm writing this as my connection seems to be ok for now.
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05-17-2020
07:52 PM
1 Kudo
Hi Liz, Unfortunately I couldn't test my connection speeds during the time FAP was disabled. The system light on my modem died right before the time FAP is disabled. We tried a few things before the tech from Fairbanks called a HughesNet tech to see what else we should try but, instead he was told that I should send the modem for a replacement. So, I am currently waiting for the new modem to arrive. I'll let you know how it will work out during the free download period when I receive it.
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05-09-2020
05:59 PM
1 Kudo
I'm a little confused, Liz. I thought doing a TurboPage Teardown just re-connectes the modem to 1 of 10 servers. How does a teardown disable or keep the TurboPage off?
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05-08-2020
04:40 PM
Hi Liz, A tech from Fairbanks finally did contact me and said that it would be way too expensive for them to come out here. It would cost them something like $1000 roundtrip for a couple tickets. He did give me a few tips on what I should try with the antenna pointing so, I'll try that myself and hope I don't mess it up. How do I disable Web acceleration/TurboPage on a HN7000S modem?
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05-05-2020
05:31 AM
Good morning Liz, I've been patiently waiting for a tech to contact me on setting a date for them to check on my equipment. So far, nothing. I tried to go through the antenna pointing in Installation/Setup and found that it was below the minimum (60?) in order for it to pass. I barely got it to go over 60 but couldn't get it any higher than 63 where it finally "passed". I'm guessing that the number drops below the minimum for some reason and that is why my connection drops or slows down considerably during the free download period. Is there any tips I can try to get the Cross POL Test number higher than 63? The signal strength is 76. Thank you.
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04-22-2020
05:14 PM
Hi Liz, Thank you for updating my query. I don't really understand, my connection is fine when FAP isn't disabled, it's a bit slower than usual but I don't get the same slowness or no connection that I experience during the free download period every night. I attached a couple ping tests, one is taken during the day and the other from when the FAP is disabled. Since there is no tech here that I know of, where is he/she going to come from and do I have to pay for their roundtrip air travel? It'll cost me in the hundreds of $$ if that's the case.
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04-02-2020
01:22 AM
For the last week the Web Acceleration Status of our HN7000S modem has been "dying" (not Operational or Inactive) every night during the time when the FAP is disabled. No amount of Turbopage Teardowns help in jumpstarting it. During this time we've been getting very slow or no internet at all for the first 3 - 4 hours of the free download period. It's pretty much the same as the problem I posted about on 2.16. Will this be the norm for us until the Covid-19 pandemic is resolved? A few screenshots showing what I am experiencing.
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03-10-2020
04:55 PM
Hi Liz, We just got back from being out of town for a week. Our connection has been really good so far, thank you! I kept getting a "We're sorry, but your site is current unavailable. Please try again later." for a while when I tried restoring a token to renew our download allowance. My son probably used it all up since he came home a day earlier than my wife and I. After waiting a few hours I successfully restoed a token though. Will we get any credit for the time we've had practically no internet? Thank again!
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03-02-2020
04:42 PM
That’s good news. I’ll be out of town for a week so I won’t be able to see if the engineers idea is working or not. One of your customers will text me their account # later. The other, I don’t know how to contact him other than Facebook, where he posted he finally got on after a week of no internet and since then I haven’t seen any other posts from him. He lives in a town close by that has the same type of modems we use.
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03-02-2020
12:57 PM
Another week has gone by, any word from your engineer yet? I've heard of a couple HughesNet customers having problems with their connections too, so my problem might not be an isolated case. One of them said they contacted tech support but was told everything was fine even though their connection went out.
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