About David_78933

Thanks, Damian.  Have you in fact re-associated our system?   For the past week our system has continued to operate at an impaired level of performance.  RTT errors have occurred a few times this past week, but have not been as persistent as in the previous several weeks.  The RTT errors went away on their own or after a modem reboot in each case.  There has also been a periodic uplink error noted in the diagnostics.  No state codes have been noted.   Download speeds and latency have generally been normal, but upload speeds have remained slow, with most in the 0.35-0.6 Mbps range.  Pings are generally in the 600-1500 ms range, but with a regular ping in the 2500-6500 ms range during each test.  Internet usage is generally functional, but very slow.  Some pages time out before connecting and loading.   So there is clearly still something not working properly.  I vote for advanced tech support getting involved.   ... View more

Day 21 Update:  Red Xs returned overnight, but stopped showing up this morning.  Performance continues to be very minimal.  I downloaded a 750 Mb file this morning, and it took 5-hours.  In the past it would have taken up to an hour.  Certainly far below past performance and below what I am paying for with a Gen5 plan. ... View more

Thanks GabeU.    I don't believe it is a dish issue, as the signal strength stays in the 110 range continuously.  The dish is mounted on a steel pole, and is attached firmly.  A Hughes tech replaced  the radio less than a year ago, and checked bolt tensions at that time. ... View more

Day 20 Update:  The system worked through the week, but this afternoon it stopped communicating and the red Xs on the RTT line came back.  I rebooted the modem twice, with no impact either time.  Then I power cycled the modem, again with no impact.  I then power cycled the modem again and it started working again, at least for now, with the red Xs gone.   There have been no state codes indicated whenever the system stops working - only the RTT error Xs. ... View more

Day 15 Update:  After 24 hours of red Xs on the RTT line of diagnostics, I rebooted the Hughes modem again first thing this morning and I have experienced slightly better performance in the six hours since then.  Following is test data from TestMyNet.   Latency:  Generally 900 to 1600 ms, with a couple of outliers at 6000 ms. Upload:  0.08 to 0.19 Mbps  (Still 93% degradation from past normal of 1.75-2.0 Mbps). Download:  2.5 to 5.5 Mbps, with one outlier at 23.4 Mbps.   RTT problems:  None indicated in HughesNet diagnostics since reboot. State Codes / Other Problems:  None indicated in the past six hours. Browsing performance:  Most websites open fairly quickly via LAN connection, but still difficult to get some sites to open via WiFi.   ... View more

Thanks, Gabe. ... View more

While my download speeds are lower than normal this week (based on TestMyNet), my upload speeds and latency are just really, really bad.  Prior to this period of poor performance, average upload test results have been 1.75-2.0 Mbps, but this week it is consistently in the range of 0.04-0.06 Mbps (97% slower than normal).  Upload tests are averaging 3-8 Mbps, with one test anomaly at a "normal" 25 Mbps.    Latency measured today has averaged 1800-6300 ms, which has been pretty consistent for the past 10 days since performance went south.  Previously it normally tested at 600-1300 ms.   Yet the system status shows no problems or state codes, other than a solid row of red Xs for RTT.   Browsing via wired LAN works most of the time, albeit at a painfully slow pace - complex web pages take 45-90 seconds to open, or freeze and fail to open.  Opening a simple Google search page takes 30-45 seconds.  Browsing via WiFi is more difficult, as the built-in 2.4 GHz WiFi drops out periodically, and our Eero system is out most of the time.   Rebooting the modem helped to improve things for a while last week, but no longer.   Can I get a service tech to come test the system on-site? ... View more

This issue started about 10 days ago, and continues to get worse as time progresses.  I did reboot the modem this past Tuesday, which temporarily got rid of all of the red Xs on the RTT line of the diagnostics page and allowed us good access to the internet for a day or two. But when I rebooted again this afternoon, I saw no real improvement.   There have been no state codes indicated - just RTT errors on the diagnostics page, which apparently doesn't produce a state code but does totally disrupt performance.  I have been using Hughes satellite internet since DirecPC days, and this is an issue I have not seen before.  I also understand latency quite well after that long time as a user.  The current issue is way beyond latency, as indicated by the measured 6-sec ping time in my initial post.  My Eero WiFi router won't stay connected, and the WiFi built into the Hughes router is only marginally better.  Most attempts to open a web page result in time-out failures.  Use of a LAN connection is marginally more successful than WiFi, but not anywhere near normal.   Following are screen shots of relevant pages from this afternoon.  These are consistent with what I have been experiencing for the past 10 days.     ... View more

Thanks, Damian.  I checked the radar and it was in fact raining in Missoula last Tuesday.  But the RTT problems have continued intermittently since then.  Today Missoula is clear and I am having continuous RTT problems.  Measured latency is 6 seconds.  As one would guess, nothing much is working well with regard to internet access.  So what else can cause RTT to increase like this? ... View more

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. ... View more

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. ... View more

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! ... View more

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. ... View more

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. ... View more

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. ... View more

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? ... View more

Thanks, Remy. ... View more

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? ... View more

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. ... View more

Satellite Name EchoStar-17-NAD Gateway ID 9 Beam ID 52 ... View more

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. ... View more

Thanks. I should have mentioned that there is no weather in Wyoming at the gateway, either. ... View more

The software changes that were made appear to have improved system performance for now.   Thanks, Amanda. ... View more

@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? ... View more

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. ... View more

Thanks for the quick reply, Amanda. ... View more