About Damian

@Landon_Robinson,   Thank you for posting. After running diagnostics on the equipment, it appears there was inclement weather at the gateway location around the time you ran your tests. This will most definitely cause bigger spikes than normal. I know this is true due to the fact that the current speed test that I just ran showed results well above average and the latency you are receiving is within the normal range now. When checking your current gateway location, the weather is normal and the skies are clear. I also see no network or current equipment issues. In regard to the load on the system, it is no secret that congestion has always been present in some capacity. We have continuously made efforts and tangible strides towards improving this. Of course, a pandemic of this magnitude was not foreseen and the load on the system was an extreme challenge. Over the last few months alone, we have made great efforts to combat the extreme load, which is why you are able to receive the speeds you do now.     I would also have to agree with @maratsade in regard to the expectations you place on satellite service. If you are accustomed to cable internet or DSL speeds higher than 25 Mbps, the speed for HughesNet will feel much slower. This is due to latency. With this satellite service, data must travel up to the satellite and back (about 45,000 miles). This does create a greater delay that is not present with common terrestrial-based providers. When it comes to the services you are used to, the signal is ground-based which makes these types of services feel faster, and in most ways they are.   With all that being said, I will continue to monitor you service over time and if these type of spikes return without reason, we will investigate the issue and resolve it. If you would like some tips to improve your streaming experience and other daily activities with the service, you have come to the right place. Please don't hesitate to ask for this, as there is a plethora of information to be gained on this community.    -Damian        ... View more

Hello @marie_J,   Thank you for reaching out to us. I am sorry to hear you were experiencing this. I see you called in to receive assistance. Were your issues able to be resolved?    -Damian  ... View more

@keithedward,   I was successfully able to perform the remote troubleshooting steps. It can take some time for results to appear especially when the area of service is very cloudy. Heavy cloud coverage can also alter signal strength and speed. If the skies are clear right now, this would be a good time to test your speeds again. Please let me know what you find and I will perform additional troubleshooting steps if required.    -Damian ... View more

@keithedward,   I was successfully able to run a speed test during peak hours and found a decrease in speed. Because of this, I will be performing remote adjustments to the modem which should increase speeds greatly. Please await completion and results by tonight. I do appreciate your patience while dealing with this situation.      -Damian  ... View more

@keithedward,   Thank you for reaching out to us and performing the necessary steps to help with our diagnosis. It is true, peak time will cause speeds to decrease as the satellite must distribute evenly to all customers. While peak time has always been apart of most ISP services, it was not nearly as noticeable compared to now, during this pandemic. Because of this, our engineers are constantly working to keep the service operating as efficiently as possible, using the tools available.        With that being said, after running a remote speed test to see what your modem is outputting, the speeds we received back were on point with what you stated you get during the day. This means we will definitely need to perform a bit of remote maintenance to increase these speeds for you. Unfortunately, the speed test performed on our side did not show that there is a decrease in your speeds since that has not been tested yet. The next step for me is to remotely test your speed during peak hours to get an accurate depiction of a decrease and how much of one. If it matches up with your results from testmy.net or it's anywhere close, specific steps will be taken to fix that. I will have that update for you tomorrow along with the next troubleshooting steps to be performed.       -Damian              ... View more

Hello Randaldeck,   Thank you for reaching out to us and I am sorry to hear you have been experiencing these issues. After running diagnostics on your account, it appears the equipment and service is fully operational. I do, however, see that some of the devices connected have a fair signal instead of good. Disconnection can happen when the signal is too weak.    With that being said, I did go ahead and perform a remote reset and all things still seem to be operational. If you still notice any disconnects you may want to move your devices a bit closer to the modem/router. This, of course, is if and when you plan on visiting the location where the equipment is.     -Damian    ... View more

Hello @Haleyb,   Thank you for reaching out to us. It appears you currently have a technician scheduled to come out. I am confident the tech will be able to resolve this and I am glad we were able to assist you with the cost of this repair. Please update me here, after the repair, if you still require further assistance.    -Damian  ... View more

@kellycha0s,   Thank you for your patience while the sales call was being investigated. I do apologize for the delay. Please refer to your private messages for information regarding the sales call invesgation.    -Damian  ... View more

@kellycha0s,   Thank you for reaching out to us. I am sorry to hear this and I apologize for the delay. I will investigate the sales call and let you know of my findings via private message. Please allow up to a business week for this to be completed. Thank you for your patience in advanced.    -Damian   ... View more

@dhorwath,   Thank you for posting again and I apologize for the delay. I had performed extensive research into your equipment and ran diagnostics on every aspect of your equipment that generates a report. What I was able to find was that your beam and equipment itself is fully functional, however, the load on the system has increased greatly, even just from a few months ago. This is likely due to some of the country starting to shut down again which means more people are coming and staying home. In the past, the load was not as high so that even when you were using a VPN, your throttled speeds were just enough to keep things working. Now, with throttled speeds from running out of data and the load on the beam, VPN usage will be impacted. I would normally recommend a few tips to get as much speed as you can from the modem, but it appears you have already implemented these tips into your daily usage. This will not be permanent, of course, but I do not have a concrete time on when this will not affect your system.     When it comes to you finding another provider to use VPN we completely understand and encourage this. I will definitely be able to help you when it comes to your contract ETF. If you find a new service before your contract is up, please private message me and I will provide assistance for that. I am hoping that in the continuous work our engineers provide, they will be able to find more ways to deal with this extreme load increase.  ... View more

@dkranch     Thank you for posting and welcome to the community. I'm sorry to hear you have been experiencing this. When running diagnostics on your equipment, I noticed you called in today to receive troubleshooting support already. From the looks of the agent's notes, it appears things are working properly for you now. Are you still experiencing any issues on your side and do you have any questions regarding the information provided to you earlier yesterday?           -Damian  ... View more

@Merlin1,   Thank you for reaching out to us. I have consolidated your two threads. I am sorry to hear that you have been dealing with this issue and we would really like to get your email back up and working. The case number you provided links me to an open escalated case. This is where our advanced technical support team looks into your issue and performs advanced remote troubleshooting. It appears that the case is still in an investigation status which means that the department will be reaching out to you soon with an update/resolution. Since I am not a member of the advanced technical support team, I cannot perform this type of troubleshooting myself, however, I can relay any information from the notes that are being updated. From what I can see, it appears they are currently attempting to switch your email account status from closed to active. I believe this request can only be done manually by moderators above the advanced technical support team. Once this is complete, they will reach out with any further instructions. I want to apologize for any inconvenience this has caused but I have confidence that your situation will be resolved shortly. If any details in the notes arise as to why this happened in the first place, I will relay that information as well.      -Damian      ... View more

@Buck,   Thank you for providing me the information via private message. I was beginning to run diagnostics when I notice you had already called in to have a technician come out. Once the repair is complete, please update us here with your status. I am confident that the technician will be able to resolve this issue.    -Damian  ... View more

@Sunlightbywheel,     I wish that I could give you a definitive answer as to what specific technical issue you are experiencing but as I have explained many times, your equipment is too old to even get a detailed depiction of what is happening. Sending a technician may not be a useful option as there is no directive to give them. It would be a customer-requested blind appointment where the technician will run a basic test. If this is something you would like then that can be arranged at no charge. Also, there is nothing wrong with the satellite you are on, as the same one is being used for our newer service. I am not denying that there is an issue, but I am letting you know that our current tools are not able to help in a situation when the equipment being worked on is this old.    When it comes to upgrading, this will normally start a new 24-month commitment. Because of your special circumstance as well as @WeldonHunter, you all may be able to receive support with this, however, there is no guarantee. I recommend calling our support line at this point and inquiring about upgrading without a contract. I do believe it is worth explaining to the representatives, as there may be a suitable option for you regarding this.     -Damian   ... View more