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a week ago
@Damian . Not sure if it's just a temp. fix, but I powered down from the brick for 5 mins and this issue looks like it has resolved itself...again not sure if this is just temp. or not. please advise...
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a week ago
I'm going to unplug the router (at the brick) and leave it off for a few and see if that helps...I have to get this fixed asap.
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a week ago
The technician called back after I sent him the same screen shot and his reply was "it's not something he did because everything was green when he left so he's not coming back out this far to look at it and to contact customer care again"
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a week ago
@Damian, You locked the other thread so I wasn't able to follow up with the initial update I left, but Saturday, our internet signal went from being back to okay/acceptable to worse than it was before.. I tried calling the technician back and he's not answering his phone. p.s our monthly data reset for the month so we are good there. Please help... Many thanks
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2 weeks ago
1 Kudo
@Damian Thank you for helping me get my internet back up to where it is supposed to be... I spoke to the technician yesterday, and he actually ended up coming out here very early this morning (6.30am) instead, as he doesn't actually work on weekends, which ended up being perfect. He said that the dish on the side of my house was an 'older' smaller version and he said that it had probably warped/curved?? from the elements over the years, and so he replaced it with a larger newer dish. He said my satellite receive signal strength was much better as a result of replacing the dish and so far today I have had no issues streaming different video content on our TV (Netflix, Disney, Hulu and so on). I haven't experienced any buffering, and currently, being out of data, my speeds are throttled (my monthly data doesn't reset until the 20th) so I'm very happy to be back up and running like before.
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2 weeks ago
@Damian Thank you, I just received the text message confirming the appointment. I very much appreciate it and will let you know how the appointment goes. Thank you for adding the note too as our physical address does not accurately show up on any map (Google maps, and so on).
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2 weeks ago
@Damian Thank you for taking another look into this for us. If you look at my physical location, we are very remote out here and on occasion have extremely high windstorms in excess of 40+ mph, so that could very well be what has shifted the line of sight. The brackets and dish itself itself are still very secure / solid as I just checked on both a few days ago. I think the last major windstorm we had out here was about 3 months ago. In any event, I will send you a pm with dates so you can schedule a technician. I very much appreciate it. Thank you,
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2 weeks ago
@Damian "It sounds like you are experience slow speeds due to exceeding the monthly data limit this time" I'm sorry, but perhaps you didn't scroll back and read my initial messages from back in February where I was experiencing the exact same thing.....this ISSUE happens every 8-10 months of so and occurs regardless of whether I'm throttled or not, regardless of what time of day OR night it is, and even happens during my bonus period when I ALWAYS have unused data remaining. The tokens in question were not initially added by ME... These 'prepaid, and 'free' tokens were add by YOU guys over the years I've had service with you and I've been saving them up. I used a 0.5g token about a year ago and at that time I still had well over 12gb worth of tokens. So when exactly were these tokens used? You must be able to at least see, on what dates, 10+ GB of tokens were being used on because they certainly just didn't disappear. I've been a customer for over 15+ years so I'm very well aware of how to get the most out of my measly 15gb of monthly data that I'm currently subscribed too (50gb bonus hours, 2am-8am). Even if I am throttled, I still should be able to stream Netflix. As it is now, even with data, I can't get ANYTHING video to stream...again, this happens every 8-10 months or so. I will have very good service otherwise. These past few times Remy has had to send a tech out to re-adjust/re-point?? my dish to get my service back to normal. I would respectfully ask that you look back at my previous complaints from February and send someone out here to fix my internet service again so we can get back to our normal, otheriwse, good service. Many thanks.
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2 weeks ago
@Remy Rather than start a whole new topic / request, being that I'm having the same exact issues as before I figured I would just use this previous request for help with my internet service. Once again, after about 7-8 months (Aug/Sep) of fairly good 'streaming' service (Netflix, Amazon, Hulu, Disney+) things started deteriorating and now, since end of Oct, we are now back to buffering every few seconds again, and or cannot connect at any our streaming apps, to the point where we just give up. Just like before (please scroll back to read the exact issues we are having as they are the same), this is not just happening as a result of being throttled which is our current state. This issue is occurring even when we have available data and/or data during our bonus hours. Did Also, ALL of my 'free' and prepaid' data tokens that I was saving for a raining day have disappeared. I had at least 10-15GB worth of saved tokens, if not more saved up. The grandkids came over the other night so I figured I would try adding two of those 'free' 0.5 GB tokens I had in the hopes that this would help us watch a show on Disney+ but when I went into my account I couldn't find/see them. All I see is this? Did they expire?? Did they get moved somewhere else? My entire HN account seems to have been redesigned since my last visit back in Feb so I'm not sure if I'm even looking in the right place or not. (Usage>Data Token Purchase?) Hoping you can help fix our internet service again like you have done in the past... Many thanks,
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02-14-2023
09:56 PM
1 Kudo
Quick update, it's been about 4 weeks or so since the technician came out and drank two pot of coffee...err, I mean fixed our internet issues 😂 and I am very happy to say that our service is 1000% better. @Remy thank you for addressing this issue quickly and sending out a tech to make the necessary repairs.
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01-20-2023
07:54 PM
@Remy The technician came out. Was here just over 4 hours 😲 He did a number of things including running new cable and moving the modem into my livingroom so I could connect the TV directly to the modem via ethernet. As it was previously, my desktop computer was connected via ethernet to the modem which was in my master bedroom. He thought that may make a difference as far as being able to stream content on our TV....and my desktop computer is now using the 2.4GHz frequency (can't get it to connect on the 5GHz). He also switched out the modem several times as the lights (2nd, 3rd and 4th from the bottom) were intermittently flashing (which is what they were doing on my old modem). Those lights are still flickering / flashing (not sure if that's the correct terminology) and he's not sure why it's doing that. He called into Hughesnet and they verified the 'flickering' but had no explanation for it either. With that being said he then switched me over to a new beam which did improve the signal strength. I'm now in the 99 range...before was anywhere from 65-80 on the old beam. I'm no longer in FAP (my monthly data reset this morning) but compared to last month when our data reset but we still were constantly buffering, my tv TODAY is streaming content much better and even though the lights are still flickering away, it has yet to buffer (I'm currently streaming Pluto TV) My computer seems to be running just fine via wifi and the 2.4GHz frequency so I'll just leave it as it is. I appreciate that you helped me with this. I'll let you know if we have any additional issues, but for the time being, things seems to have greatly improved. Many thanks again....
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01-19-2023
10:07 AM
@Remy Were you able to set up a technician visit? No one has contacted me yet via phone or email with regards to scheduling a visit. Have you heard anything on your end? Just now got a call from the tech...scheduled appt. for tomorrow morning. Will let you know how it goes. Thanks again.
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01-14-2023
10:49 AM
Thank you @Remy Last night I couldn't get any webpages to load on our computer (trying to work on yearly taxes 🙄) and hubby completely gave up trying to stream anything on the TV. Usually he has more patience than me and will say "just give it a minute, it will start playing in a few" but the continuous buffering icon displayed on our TV (aka circle of doom) was too much, even for him. It took all he had to not throw the remote thru our 75" TV 😂🤣
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01-13-2023
11:39 AM
@Remy Here is my speed test from a few minutes ago... I still have approx. 24G worth of bonus 2am-8am data, but was unable to perform even basic web surfing via my desktop computer when I tried between 3am and 4am this morning. I needed to pay some online bills and work on some other projects and couldn't even get the majority of the websites I tried to access/visit to even load (Verizon Wireless being just one of them). My speeds, although currently throttled due to FAP of my service plan data (15GB) should of resumed to norm once my bonus period started at 2am....they didn't. ☹️ Again...this has been pretty much our service for the past 6 or so months. I need to find a fix for this...Can you please help me with these ongoing issues. 🙂
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01-12-2023
10:22 PM
@Remy I'm not sure if you remember but a while back...at least 6 months ago, if not longer, I started a discussion with you regarding some connectivity issues I was experiencing at that time. During that discussion, you decided to dispatch a tech to my house, however, after a day or so of me plugging and unplugging my modem, my service seemed to improve, the speeds that is... and not wanting to waste anyone's time coming all the way out here for nothing (we live in the desert boonies) I contacted you via that same discussion and cancelled that service call / technician appt. thinking that my service was back to normal. Unfortunately, that wasn't the case, and if anything, the disruptions to our service is only getting worse... Over the past 6 months or so my internet service has noticeably deteriorated to the point where I'm unable to watch any sort of streaming content (Netflix, Hulu, Peacock, YouTube and so on) without experiencing constant buffering every 10 seconds or so. Hulu & Peacock were always a little iffy at the best of times, but now even my Netflix won't stream without the continued buffering. This constant buffering, streaming issues, general sluggish webpage loading has been occurring on ALL devices I use (Smart TV, Chromecast, Tablet, Cellphone and even my desktop computer). I've tried connecting my devices using both the 2.4 GHz & 5.0 GHz, and my desktop computer via ethernet cable. Let me be clear, This is NOT just a WiFi issue, These same issues also occur on my desktop computer which is connected to the HT2000w moden via ethernet cable. Right now I'm in FAP and so I understand my speeds are currently throttled, but even with throttled service, my service was never this slow or crappy. Right at this moment, the only thing I have connected to my modem is my desktop computer (which is connected to the my HT2000W via ethernet cable). Here is a screen shot of my connected devices.. I've disconnected everything else but I'm still unable to load even the simplest of webpages on my desktop computer without a distinct sluggishness/slowness. Trying to do anything more than that and the content just simply won't load or play. (for example, streaming video of any kind, short video from news websites, ect) I've even tried using different browsers on my computer. Chrome, Firefox, Edge...you name it...it doesn't make a bit of difference. I took screen shots from this morning and again from this evening of my speeds via testmy.net...I can't even do the usual 25mb tests because it takes FOREVER. Like I said, this started well over 6 months ago and is just getting worse and worse regardless of whether we are FAP or not. I would at least expect better, faster service when we DO have data, but unfortunately there is no improvement to our speeds or service in general even when our monthly data plan resets on the 20th of each month.. Are there any known issues going on that I'm not aware off? My HT2000W System Control Center is not displaying any errors or codes (besides the FAP 24.1.1 that I'm currently in) and I've unplugged the modem several times and done everything else I can think of doing on my end to improve my service without any success. We live out here in the desert boonies (literally) and the satellite dish itself has no doubt taken a beaten over all of these years what with the wind and dust storms we get. Is it possible that my equipment and/or the dish needs to be replaced or relined? Is out equipment outdated or in need of a tune up? Could that affect the signal and/or speeds? I'm just trying to figure up what to do to get our service back to where it was...any help would be greatly appreciated. Many thanks in advance...
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Performance
06-08-2022
10:52 AM
1 Kudo
@Remy Yesterday afternoon. just after lunch, I performed another Power Cycle Reboot and it seemed to have worked as all of the previous connectivity issues I was having now appear to be completely resolved. I'm not showing any limited gateway / packet losses, and I have green check marks showing in the uplink sections from the time I did the reboot. I called the technician this morning and cancelled the appointment we had scheduled for tomorrow as everything is now back to working on my end, but if the issues should arise again I'll be sure to come back and let you know. Many thanks again for your quick reply yesterday. I very much appreciate it.
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06-07-2022
07:18 PM
1 Kudo
The Hughesnet technician has already reached out to me and verified my Thursday appointment both via text message and phone call. He's already run some remote diagnostics and says it looks like my issues started back in early May, if not before...and will no doubt replace the radio when he gets here. I couldn't ask for better customer service than this!! Thanks again Remy for getting this all set up 😊 You ROCK!
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06-07-2022
03:43 PM
1 Kudo
Thank you Remy for such a quick response and for dispatching a tech to my home. Thursday, between 8-11am will work great.
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06-07-2022
01:38 PM
I've had service with Hughesnet for many years and it's quite rare that I have any issues with my service however I'm hoping you can help me fix the connectivity issues I'm currently experiencing. Everything I've tried so far to resolve the issue has failed. These connectivity issues may have been going on longer than this but I've been on vacation for 10 days and just came back last Friday so this is when I actually first noticed the connectivity issues. I'm currently FAP which I'm aware off BUT... on top of this I have Limited Connectivity to the Gateway with a 20% packet loss, as well as uplink issues which you can see below in the screen shots I took of my system control. I've done both soft reboot and hard reboot. I've restarted my computer. There is nothing blocking my line of sight or anything else in front of my dish that could possibly cause an issue. I can access the internet, but it is extremely sluggish and/or will simply time out. If possible, could I request a Hughesnet customer service rep look into this issues for me remotely and perhaps see if there is something that can be done on your end to help resolve these connectivity issue. Many thanks in advance.
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Performance
01-10-2022
05:19 PM
Liz, as always thank you for your quick replies and help in this matter, as well as the link to the plan and pricing FAQ page. Take care,
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01-10-2022
02:35 PM
Here's the thing.. I never requested a plan change in the first place. Why is my plan being changed? Is the 10GB plan no longer being offered because there is no mention of a 15GB plan for my area. It goes 10GB, 20GB and so on... Being that I've had this plan for years now, I should be grandfathered into it no? Is this "plan transition" merely a gimmick or excuse to raise the plan prices in general?
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01-10-2022
02:17 PM
Liz, your link isn't working, but we did look into this last year when it was first introduced but we didn't come close to qualifying for it.
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01-10-2022
01:58 PM
Hi, We have been on a 10GB plan for YEARS and that plan has suited us fine. Granted, the pricing has always been a little high but we have made it work. This past year with the help of the Hughesnet Reps here in the community, while difficult, our billing was manageable thanks to a monthly discounted rate. We have been receiving a discount on our monthly bill to help make it a little more affordable but this is the last month for this discount. Our billing will go back up to the normal $66.95 per month for the 10Gb plan come the next billing cycle. With some crunching of our budget, I made it work so that come next month we can continue our service without any interuption....that was until yesterday..... I received the monthly billing statement yesterday (loving the new statements as they include the actual charges being billed to my credit card now) BUT..... at the bottom of the email, in orange, was the following message " On 02/09/2022, your HughesNet plan will transition to the new 15 GB plan. This new plan includes 50% more data each month than your current plan. At the same time your monthly price will increase by $5." While more data is always a blessing, I never requested this new plan, especially at a $5 increase to my bill. $5 may not sound like alot but I've already squeezed every single cent from our budget already and we don't qualify for any assistance. We ended up cancelling our DirectTv (3 months back) to eliminate some of our monthly obligation and now use some of the free apps on our tv...(they don't work very well..but a little something is better than nothing). Can you please hold off on this plan transition and cost increase until I can figure up what else to do. We just simply can't afford it....
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Support Center
12-22-2020
01:34 PM
We all know how much of an ordeal it can be to try and contact Hughesnet via phone if we are experiencing a technical issue with our internet service. This community is an incredible resource and as such I just wanted to express my sincere thanks to all of those Hughesnet customers, here within the community, who take the time to help the rest of us customers when we are experiencing technical issues or merely have a simply inquiry about our service. From our family to yours, we wish you all a very Merry Christmas. ((HUGS))
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12-22-2020
01:17 PM
I would like to express my sincere thanks to the community moderators who helped our family this past year with our account and billing inquiries. From our family to yours, we wish you all a very Merry Christmas. ((HUGS))
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Support Center
10-12-2020
06:57 PM
@GW wrote: @bare65 wrote: GW, many of us have that same issue. It's a Hughesnet glitch that has been going on for years. The 'evening' phone number listed on my account is wrong and has been wrong for many years and no matter what I do to edit it or remove it, it simply will not go away. I used this phone number (land line ending in 06) to initiate service many years ago but after some time had passed, our phone service changed, as well as the number. I tried everything I could on my end to edit that number (ending in 06) and replace it with our new phone number but nothing I did worked. Several years back, when I had issues with my service and needed a tech to come out, for obvious reasons, they could not reach me at the number listed on my account (ending in 06) I actually enlisted the help of Liz to help me get my new phone number (ending in 75) added to my account as my primary daytime number so that the tech people could contact me to schedule an appointment. Now while Liz was able to apply my phone number (ending in 75) as the primary 'daytime' number, the old phone number that is no longer even in service STILL to this day remains actively showing on my account information, only now it is listed under my 'evening' phone number and like I said, nothing I do on my end will remove this phone number. Over the years I've tried to get rid of it or edit it and it simply won't go away. I have a screen shot of my own account with both numbers listed, however I'm not seeing where it is I can upload that image to show you. Thanks bare. Does the Hughesnet system at 866-347-3232 still recognize your account when you enter your long disconnected 06 number, followed by the zip code verification? @GWIn all the years I've had Hughesnet I've only called customer service one time...and honestly, that was one too many times I think I was still using my old number at the time...that's how long it's been but just to see what would happen I went ahead and dialed the 866 number you listed above and all I hear is an annoying FAX or DIAL UP sound. Is the 866-347-3232 you provided the right number?
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10-09-2020
02:08 PM
2 Kudos
P.s... @maratsade apparently it was my AdBlocker Ultimate add-on that was obscuring the editing features on this page. I disabled this addon and I'm now able to see all of the editing features while using the Firefox Browser. I much prefer using Firefox browser so I will simply disable the AdBlocker Ultimate add on for all things related to Hughesnet community.
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10-09-2020
01:57 PM
Maratsade, you got me thinking if switching browsers would make a difference and apparently it does.. I was using FireFox so I switched over to Google Chrome and the additional optionsappear directly below the RICH TEXT, HTML, and PREVIEW icons. I will have to look into my firefox settings....one of my add on's must be obscuring these options for whatever reason. Anyways, here is the screen shot of my own account info (edited in red to remove sensitive info) As you can see my old phone number ending in 06 is still actively showing as my evening number. We haven't had this number in YEARS...like well over 6-8 years. I've clicked on the EDIT icon countless times over the years trying to change and/or remove this number but it simply will not change. Like I mentioned before, this phone number ending in 06 use to be listed as my daytime phone number and I had to ask Liz to help me remove it and replace it with my new, and current number ending in 75, however, the 06 number, as you can see, never went away. It simply moved down to the evening phone number and to this day, will not go away. With my daytime number being accurate now (I would assume most tech & customer service related call happen suirng the daytime) , I'm not concerned about this old 06 phone number being listed. Obviously if someone from Hughesnet does try to call me in the evening they are not going to get a hold of me.
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10-09-2020
01:37 PM
Maratsade, I'm using a desktop computer (old school these days I'm sure, haha) and my only options listed directly above ^ ^ are RICH TEXT, HTML, PREVIEW. There is a QUOTE box and a Message Tag box to the side > > > This is the same format I see if I were to initiate / start my own topic too.
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10-09-2020
01:01 PM
GW, many of us have that same issue. It's a Hughesnet glitch that has been going on for years. The 'evening' phone number listed on my account is wrong and has been wrong for many years and no matter what I do to edit it or remove it, it simply will not go away. I used this phone number (land line ending in 06) to initiate service many years ago but after some time had passed, our phone service changed, as well as the number. I tried everything I could on my end to edit that number (ending in 06) and replace it with our new phone number but nothing I did worked. Several years back, when I had issues with my service and needed a tech to come out, for obvious reasons, they could not reach me at the number listed on my account (ending in 06) I actually enlisted the help of Liz to help me get my new phone number (ending in 75) added to my account as my primary daytime number so that the tech people could contact me to schedule an appointment. Now while Liz was able to apply my phone number (ending in 75) as the primary 'daytime' number, the old phone number that is no longer even in service STILL to this day remains actively showing on my account information, only now it is listed under my 'evening' phone number and like I said, nothing I do on my end will remove this phone number. Over the years I've tried to get rid of it or edit it and it simply won't go away. I have a screen shot of my own account with both numbers listed, however I'm not seeing where it is I can upload that image to show you.
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