No we do not have any home smart devices attached and we do not have the TV connected because our speed is to slow for it to be able to work. We are in the mountains with very slow speed. We have an Apple Mac Pro, HP laptop, Iphone and IPad. All updates are tuned to manuel so we can do them when down the mountain where we can get better speed. I can not even update the Hughes Status Meter. The modem was unpluged on Monday to do the depletion test Hughes tech asked to be done. If you still want the snap shot can you please tell me how to do that. Thank you, nc
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Is there a place on the Mac Pro like the file.net/process/iastordatamgrsvc.exe on the HP that could be a phantom using our Data? We have both computers. I have removed it from the HP. Thank you
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Frustrated with Data dissapearing. While on a cruise in February our usage spiked.
2/26: up - .1, down & .3,
2/27: up - 7012 & down - 2229,
2/28: up - 9515 & down - 2909.
When we returned early March I called Hughes at 1-866-347-3292 and spoke with Jonathan, case # 109869036. He informed me he could not figure out where the problem was because we had Gen 4 and it could not look at our devices (which were either turned off at home or with us on the cruise). He instructed me if I wanted to figure out the problem I should switch to Gen 5. I agreed and he set up install. This agreement was a Big mistake. Tech from JSE Home Communications came to do the install. He was here for 3 hours. Many problems. He could not get some test to pass could be the bad weather or be a bad router/modem but he didn’t have another on the truck. After talking with his boss and several Hughes technicians he said because of the bad weather he was leaving it as it was and he could do the test from home with his phone. On March 9 he returned because he still couldn’t get it to pass. Again left without solution. His boss supposedly got the test to pass that night from his phone. The remainder of March the usage went fairly smoothly using almost no up and fairly normal down. The speed I was told would improve with Gen 5 was actually far worse.
When we returned from a trip to North Carolina late the evening of April 7 I found we had 1% usage left on our account. The 3 days we were gone over 60% of our usage disappeared. My iPad and I phone were with me in North Carolina and the 2 laptops (1 HP Pavilion and 1 Mac Pro) left home were turned off. At 11 am on April 7, I once again called Hughes and spoke with Ivan, case number 111265903. He said some of their equipment was down and he could not help me with what was causing the problem; however, he thought it was the iPad, which had been in North Carolina. He spoke with his supervisor and they added 4GB of tokens. We were to watch the usage and call back on Monday when hopefully the equipment would be working again. We watched almost all the 4GB disappear without our equipment being used except to monitor the status meter, which we cannot update because our speed is so slow.
On Monday April 9, at about 11am, I once again called Hughes, spoke with Gabriel Gonzales, case number 111348059. He assured me their equipment was up and running, but did not offer the information of which of my equipment was using the data, as I was told Gen 5 would. He told me they needed to do a depletion test on the router/modem. I would have to turn off access to Hughes for 4-24 hours then call back for results. He explained how to reconnect but not to do so until after speaking with the next technician. We disconnected from the modem as he walked us through. He had to add 2GB token for testing since the 4 added Saturday were basically gone.
At 6pm I once again called Hughes , spoke with Jose case number 111369016. He checked the test and said the usage was 68 MB and that was within range of ok. I asked for help with what used the bandwidth since everything had been turned off but he said he couldn’t see how we used our usage that was against privacy. Then why was I told to Change to Gen5? He spoke in circles, including telling me when I open a web site that is uploading! In all his testing, which took over 2 hours, mostly on hold, he said our speed was not acceptable, up - 2 mbps and down - 8mbps. He didn’t know if that had anything to do with the problem. He spoke with advance tech services and they felt it was an alinement issue and a technician would have to be sent out at my cost since we no longer have the premium service we did for 5 years. This has been a problem since installed so not sure why it is my cost to correct. I asked to speak with a supervisor but was told she was on the phone. An appointment for a Technician to come to the house was set with JSE Home Inc Communications. Hughesnet Order 8652385860.
When Tech called from JSE Home Inc Communications he asked the problem. I explained the entire story and his response was he didn’t know what Hughes expected him to do. He would come and see if the wind had moved something. The dish is protected from wind by the house. He replaced the modem/router, radio and reflector. Also readjusted the dish. Still had problems getting expectable readings. Had to call Hughes to get approval reading. I don’t have much faith in what Hughes says. He said he felt this had been a problem since installation. When doing the speed test after the technician work the speed down was improved, but up was 1.4. If 2 was not acceptable then why is 1.4 acceptable? While the Technician had Hughes on the phone he asked about the usage disappearing and he was told to tell me to unplug the modem when ever we leave home. Yesterday I messaged 3 iphone pictures and according to the Status Meter it ised .4 GB. Last night I went to a web site and printed a 14 page doccument and that took 1 GB. Today I filled out the Hughes survey and it took .3GB. Doesn't sound right to me. I have sent a letter to the CEO of HughesNet, but really expect no response or action. So any suggestions?
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