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About kaidog
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01-19-2019
07:22 PM
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01-19-2019
05:20 PM
1 Kudo
A very nice and knowledgeable Hughes tech came out yesterday morning. He adjusted the antenna and reset the modem. Download performance and signal improved. However, upload performance remained terrible. I looked at him and said, ‘Transmitter?’ He agreed it was worth a shot and popped a new radio into the dish.After nearly a month of our drops and resets and timeouts, everything is working astoundingly well. It’s like a completely new system. I think the radio must have been sputtering out for a while, even though we’ve only had the service since April. I really appreciate the responsiveness, particularly after the multiple runs with tech support. My 89 year mom has dementia and calls us obsessively when she is agitated, usually first thing in the morning. It was *great* to pick up the landline when she called today and talj her out of her confusion... rather than ignoring the phone & trying to call her back on my work cell, which is iffy at best in our mountainous area. THANK YOU Felicia for breaking the logjam. You are the best! ❤️❤️❤️❤️
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01-17-2019
09:00 AM
Thank you, Felicia. I'll check my messages now. We've noticed that we get lots of drops on our phone line - that started around Christmas, and it is just getting worse. We've quit using it. Fortunately I've got a Verizon work phone and that has kept us in contact, but I can't use that for personal business. FWIW - I ran some tests last night and this morning with TMN. YES, I realize that the benchmark qua benchmark is invalidated by the confounding influence of WiFi, but I live 40 miles from the nearest Best Buy and I don't have a spare network cable. Anyway, I think the figures of merit are a) the abysmal upload performance and b) the delta between the upload and download rates. Not sure what's going on, but perhaps there's an issue with the modem... that's where the techs seemed to think the issue was, and heaven knows they had me do everything they could think of. But I also wonder if the radio isn't transmitting properly. I did check all the obvious stuff - triple checked the connections, there's no snow on the dish, it was sunny yesterday, etc., etc. Thanks.
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01-16-2019
08:38 PM
I realize my wording wasn’t clear. I’m entering this on my Verizon phone because I can’t wait for an indeterminate amount of time for Hughes page to maybe load (but probably not). Also, you might take up your ‘don’t do that’ scolding with Hughes’ we sit content developers. For example, they advise frustrated customers like myself to use the reset button. Perhaps they need to correct their content... I do UX design and typically it’s a Bad Idea to tell users to take an action that degrades their system. https://www.hughesnetinternet.net/reset-your-hughesnet-modem/
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01-16-2019
08:27 PM
It’s quite frustrating. I was on the phone with them for over two hours. The first rep had me do all the resets and re-registration. Then the line dropped and no one called back. I had to call Hughes back and start over with a second rep. He did diagnostics and resets on his end, after which my system hung for a half-hour while he told me to just wait, it would come back. After 30 minutes on hold, he had me unplug and re-plug everything and assured me it would be fine. As soon as I got off the phone, dead again. I’m *not* thrilled with Hughes. I’m considering paying the early termination fee and dumping them completely. We don’t stream media, and frankly I get better internet from my Verizon phone.
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01-16-2019
08:19 PM
I’m sorry if I wasn’t clear, but I DID do those things under the direction of a rep. Twice. Two different reps.
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01-16-2019
07:55 PM
Hello everyone! We have noticed that our connection speeds have degraded precipitously. I thought it might be weather until this week, when our skies have been clear and lively. I opened our HT2000W modem and noticed I was getting the 12.9.1 state code. The hourly diagnostics were indicating problems with Web Acceleration/Uplink. I think that explains the many response timeouts we have been getting. I’ve tried everything I can think of to reset the modem, including ... - rebooted the modem using the reset button on the box; - rebooted the modem via the system control center in a browser window; - hard rebooted the modem - I.e., unplugged power/coax from the modem, waited 60 seconds, then plugged in again (coax, then power), - re-registered the modem (via the ‘Advanced config’ page), - turned web acceleration on and off, - reset the MBX connection. The system resets and works for a few minutes, then the 12.9.1 uplink code reappears and it all goes pear-shaped again. I also called Hughes twice, too. I did the same things under the direction of two of their techs. I believe the techs did some resetting on their end, too, but none of the resets are sticking. The WiFi is working fine & LAN speed test is giving me 165-170 Mbps. I’ve tried to run a speed test at test my.net but the connection keeps dropping, so not feasible. I can’t even run Hughes’ speed test because our internet connection is so bad. Is there anything else I can/should try? I am thinking it’s a bum modem and Hughes needs to send me a new one? Thank you for any insight you might have! Kaidog
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