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About David_78933
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4 weeks ago
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06-01-2022
05:56 PM
1 Kudo
I have found that working with the HughesNet moderators in Community Support is much more likely to get real results than telephone calls to their call center. I tried calling them for the first few years, but that's always a very frustrating experience. So I agree with Maratsade's comment.
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06-01-2022
02:28 PM
Hi, Remy. There are no specific websites that are problematic. Randomly during the day a web page will fail to open, and a msg will pop up that says there is no internet access or the website can't be found. It just happened now, as I was trying to open this thread. Typically, when I refresh the page it opens normally, but not always. This issue happens less than 10% of the time. Other times a page will open without the graphics - just text and text placeholders for the graphics. Again, this happens maybe 10% of the time. With Outlook, some emails we attempt to send do not go anywhere. And some incoming emails don't come through to us. That happens even with emails that are sent between my wife's Hughes email address and mine. I have received notifications from several companies that I do business with that their emails did not go through to me. All of these issues occur on multiple Apple IOS devices with the Safari browser and Apple mail, as well as on multiple Windows PCs running Win 10 with Firefox web browser and Outlook email. The issues occur on ethernet connections as well as Wifi connections. And again, this all started in late March or early April.
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05-27-2022
09:09 AM
The Tech came last Saturday evening and adjusted the dish alignment slightly. That increased my signal strength from 96 to 106, which improved system operating speed by a little bit, but did not resolve the connectivity issues. Still having trouble connecting to random websites, getting Outlook to work properly, and downloading large update files without errors.
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- Tags:
- @Remy
05-16-2022
03:47 PM
Thanks, Remy. Hopefully the tech will be able to find something that fixes the problem. There weren't any changes to the dish mount or alignment in April. I did remount the dish in mid-December, in order to fit new & larger roof gutters in behind the support pole, but that was well before the issues started. I will get back with you after the tech is here to provide feedback.
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05-16-2022
01:56 PM
Hi, Remy. It started in late March of early April, as best I recall. But it's been a gradual process, so hard to define for certain.
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05-16-2022
11:59 AM
1 Kudo
Thanks for your reply, maratsade. We have a combination of WiFi and ethernet connected devices, and I haven't seen a big difference between them in this regard.
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05-16-2022
11:24 AM
In the past several weeks our connectivity to the internet has been declining. We have a Gen5 system, with an HT2000W modem that was installed in 2020. Periodically a message will pop up on one of our computer screens that says there is no internet connection, and some new web pages we try to open will be blank. When we reload those pages, they typically load normally. Also, updates fail to download properly. Weather has been clear and dry. This started as an infrequent issue, but is now occurring multiple (5-10) times each day on multiple devices. There are no issues indicated in Hughesnet diagnostics, and there are no abnormal state codes. We have Windows 10 PCs and Apple iPads, and the issues occur on all of them. I have rebooted the modem a few times, but without any noticeable improvement.
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- Tags:
- @Liz
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Performance
03-15-2022
04:35 PM
In the past week, I am having difficulty sending emails from one of of my Hughesnet addresses, which I have used for years. The other two addresses appear to be working normally and not having any problems. All three addresses are set up identically in Outlook 2019 on a Windows 10 PC. Most of the time when I try to send an email now, I get an "Undeliverable" message back. In some cases the message indicates the mail was rejected by the recipient's mail server. In other cases it just says the recipient can't be reached. That includes mail sent to my wife at her Hughesnet address.
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Performance
09-05-2020
04:57 PM
Update Sep. 5: The first several days of experience has been just OK. Browsing works, but definitely slower than before my modem failed a couple of weeks ago. Email has worked. But today we are not able to connect to the Hughesnet servers to send or receive email since early this morning. That is true on all of our devices - wired and wireless. Email had been working before today. Download speeds on Testmynet are in the 1-7 Mbps range, which is well below average over past few months. Not sure if the mail problem is due to general bandwidth issues, Hughes mail server issues, or other.
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08-28-2020
06:21 PM
1 Kudo
I received a call from Tier 4 Support, and called them back this afternoon. They walked me through installation and reconfiguration of the new modem for my dish aimed at Echo 17. We'll see how this works for a few days, and then I will post again with an update.
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08-26-2020
06:26 PM
Apparently I spoke too soon. One morning of good performance does not equate to success, in this case. The "new" modem you sent did solve the transmit / uplink problem, but now I have a download problem. Speed tests today have been all over the place, with download speed tests from a high of 32.7 Mbps to a low of 0.78 Mbps. Middle variance has been in the 100-165% range for many of the download tests. My average download speed for today has been 14.6 Mbps. Outlook email is only working intermittently. Browsing is very slow at times, and normal at other times. I did call a few days back and talk with a telephone tech support person in southeast Asia (Case No. 131888230). He agreed there is a problem and referred the issue to a higher level tech support group. They were supposed to call me back within 24 hours, but I didn't receive a call. Someone sent me another modem -- don't know who or why. But that modem is set up for Echo 19, and my dish is aimed at Echo 17, so it's of no use to me. Again, no instructions or guidance to go with that modem. Help!
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- Tags:
- @Remy
08-22-2020
10:50 AM
I did call on Thursday and switch to a Gen5 plan, primarily to get a larger bandwidth allotment. By Friday morning everything was back to working as it should. Good speeds, no error codes, and all Apps working well. Magic? Thanks, Remy.
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- Tags:
- @Remy
08-19-2020
08:40 PM
Multiple error codes and outages this evening with the new modem. 12.8.2 and 12.4.1 and 11.3.1 and 30.1.1 with corresponding service outages. No weather issues here.
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- Tags:
- @Remy
08-19-2020
02:30 PM
I did install the new modem about two hours ago. No error codes since install completed. Packet loss has gone to 0% with the new modem, which is a good sign. And email is working somewhat more normally. So basic functionality is definitely improved. But speeds up & down are routinely horrible, currently averaging 1.1 Mbps up and 3.5 Mbps down. That may be at least partially the result of heavy usage mid-day in the time of COVID, but it's sure not close to advertised speeds of 3 & 25 Mbps. I will test again this evening to see what I get.
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- Tags:
- @Remy
08-18-2020
04:44 PM
Remy, overnight last night my system resumed "normal" operation. There have been no system state codes today. Upload speeds are consistently in the 1.8-2.2 Mbps range, with an occasional one at 0.2. My question -- Should I go ahead and replace the modem now (due here today, per UPS), or wait until it acts up again so I can be sure the modem is in fact the real issue?
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- Tags:
- @Remy
08-17-2020
01:15 PM
Thanks, Remy! Any idea how long the new modem will take to get here? And will there be instructions with the new modem, or is plug & play?
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- Tags:
- @Remy
08-17-2020
11:42 AM
Here's a Monday morning update on my situation. The transmit / uplink problem has continued unchanged all weekend, and the State Code Monitor shows it out of commission about as much as it is working. Email only sends and receives sporadically. No change from daytime to night time. Line of sight to the satellite is clear, and the receive signal strength remains strong. I power cycled the modem on Sunday morning, rather than rebooting from the App. That had no impact on performance. The modem AC adapter is plugged into a UPS, with a steady 121-123V output. I tagged my initial post for Amanda, who had helped me last time I had an issue in 2018, but it doesn't appear that she hasn't been active for Tech Support since last year. Hopefully someone else will address my post if that's true.
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08-15-2020
08:38 AM
My modem and radio were both replaced two years ago. I would hope those major components would last more than two years, but...? It's definitely hot here in Texas this week, but it gets this hot every summer.
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08-14-2020
03:42 PM
Thanks. I should have mentioned that there is no weather in Wyoming at the gateway, either.
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08-14-2020
03:21 PM
My Hughes system has started having transmit problems (state code 12.1.9) today. I rebooted the HT2000W modem once, when we lost internet access all together, and it helped to clear the problem for about an hour. But it has started to resume now. Web acceleration also drops out frequently, and I have to reset it. We have clear weather here, so it is not a rain/storm related issue. The modem is only a couple of years old. Any thoughts?
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- Tags:
- @amanda
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Modem
03-13-2018
10:31 AM
The software changes that were made appear to have improved system performance for now. Thanks, Amanda.
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02-22-2018
01:56 PM
@Amanda, My system worked well for a few days after the weather warmed up, but another cool front came in yesterday and my transmit / uplink functionality has substantially deteriorated again. The transmit problems appear to occur whenever our ambient temperature drops below about 50 deg F, which occurs quite often in the winter. Have you had any luck in locating a replacement radio, per your previous post last week?
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02-14-2018
02:32 PM
Since I rebooted the modem a couple of hours ago, the transmit state code has persisted over 80% of the time, so the problem is becoming worse, and very quickly. I do hope you're able to locate a radio in stock near me.
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02-14-2018
01:54 PM
My Gen4 system has started having transmit problems over the past two months, and it now shows State Code 12.1.12 at 40+% of the time, on average over the past week. No changes in line of sight, signal strength is good, power cord is plugged into wall outlet directly, dish is clean, cable connections checked and tightened, and modem power-cycled, but issue persists. My hardware was installed soon after Gen4 was available in my area, so is about 5 years old. No major issues with transmit function until now. Any suggestions? @Amanda @Liz
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