I’m frustrated

DNS Look Up Error

I had Hughes Net installed 7/10/2012 and have already called 3 times about the same problem...DNS LOOKUP ERROR..Eack call is a min. of 25 minutes and I do all the things they say and it works bout 5 minutes and then the same thing...And the speed a page loads is comical..I dont see anything high speed..I could call every day but I would probably have high blood pressure if I did and I have better things to do with my time then spend it talking to Hughes Net..Glad I have 30 days to make up my mind because iys pretty much made up..My USB modem runs circles around Hughes Net....HELP!!!!
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  • I’m frustrated
    Can not even get a response????Case#'s 31942522 and 31966550 but I guess no one is interested...
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  • There have been a rash of DNS lookup errors for weeks now.
    I usually open a window to the modems system control center and perform a "turbopage tear down". may have to do it a couple of times, things will work for a while then have to redo.
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  • Hello Peggy and Gwalk, what sites are you accessing when you see the errors? Is there a specific time that you notice the errors? Have you attempted using a different browser such as Internet Explorer, Chrome, Safari, etc...? Please let me know. Thank you, Sara
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  • All sites...All the time..Yes I have used different browsers..I have spent so much time on the phone with tech support since iI have had this installed on 07/10/12 and nothing has worked...I have a Mac and a pc..I have tried safari and IE..The same thing on both..Case#' 31942522 and 31966550..Last time I called o 07/18 was transfered to level 3 again and held for 25 min.No response so I just hung up
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  • All sites, no particular time. Multiple computers, multiple operating systems.
    Multiple browsers. With or without the router.
    The weather here and at the NOC (Germantown in my case) is good.
    I have a HN7000s on 91W @985. Plan is Pro-Plus.

    Again, a turbo page teardown is the only thing that offers a temp fix.
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  • Thanks for the response..At this price a temp fix is not good enough..I would love to have a response from Hughes Net since they say it is in progress..Yeah right..Have not been able to even connect to the internet for 2 1/2 hours today so far...Weather is fine here too and the system says its fine and no red flags..So why was I not even able to connect on any computer or OS in my house? It's all going downhill fast..
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  • Peggy,
    I have had Hughesnet since May of 2004. You really can't compare it to cable or DSL, it is what it is and in my case it's Hughesnet or dial up.
    Calling tech support can be an exercise in frustration. While it is improving most is foreign based and read from a script.
    There are times where the script based support can really mess up network settings and such.

    If you Google Hughesnet DNS problems you will see that it is system wide covering both Ka and Ku band satellites.

    As explained by another very experienced member here:

    Speculation based on this discussion on another site:

    Someone above mentioned not expecting to see problems on a site like CNN. Actually, such sites are most likely to cause problems, because a single page will have elements for at least 50 different hosts, and each of those hosts will require a DNS lookup.

    I'm currently on a DSL line, and on pages like that I see a lot of hung DNS lookups. Not a big deal, because the page loads without the hung items.

    The Hughes proxy normally does all of those lookups for us on satellite, otherwise such a page would take several minutes to load with all of the back-and-forth. We ask for a page, and the proxy gathers all of the elements and returns them as a single bundle that gets unbundled by the modem and fed to the browser.

    Now the speculation: It could be that, when one element fails a DNS lookup, the proxy is returning an error rather than returning the page with the element missing. That is not the case when an element can't be retrieved, but it may be when the failure was a DNS one.

    Since we are unlikely ever to be told the technical details of the Hughes proxy this can only remain speculation, but it might be good to get it kicked up the ladder to those that actually program the proxy, so they can check to see if it is really true.

    The number of sites that require these huge numbers of lookups is increasing. The elements involved include style sheets, advertisements, tracking cookies, etc. etc. etc. Not much we can do to stop the proliferation!
    • That is honestly, one of the best theories I have ever heard of when it comes to DNS failures... I know for a fact the proxy system it self is overloaded... Tried to download a 5MB file from sourceforge the other day, 8 hours, it timed out and the download corrupted after 40 minutes. Disabled turbo page, resent the download request, pulling from the same server, but with out turbo page resulted in my normal plan speeds. Seems something is very wrong with the proxy, or it is just flat out overloaded, and results in increased DNS failures.
    • It also depends on how people have their dns configured, I worked extensively developing the lookups at http://www.unlocktheinbox.com/dnslook... and locally using Hughs.net didn't really have to much of an issue, but some address I was't able to resolve, timed out, etc. and then being hosted in canada, it was a whole different set of issues with dns resolutions. I'm starting to thing there is no perfect dns.
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  • I’m frustrated
    Thanks for the reply but it dosen't solve anything...Still says in progress,whatever that means besides nothing
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  • Peggy don't expect a solution - I tried to get the same problem solved about six weeks ago and Hughesnet just told me to "call back in when it happens again". Since it happens all the time I see no reason for me to have to keep telling them they have a problem since it's THEY'RE problem, not mine!
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  • I’m frustrated
    I guess they ALL read from the same script...Same answer I got when I called...I'll be old enough to draw my social security by the time a Hughes Net rep answers my questions or does anything at all..I gave them my case numbers and still no response..Still wondering what In Progress means too
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  • Peggy, I did take a look at the cases you referenced. The notes on case 31942522 indicate that your concerns were resolved by disabling turbopage. Is this not true? Or were you able to avoid errors at first and then they came back? Case 31966550 was created through our automated system, it looks like you didn't touch base with a live agent there.
    I have already escalated your case to one of our corporate engineers however, I know he will be looking for more information. Please try to elaborate on when you receive these errors (site and time of day). To be able to determine what is causing your errors we'll need to recreate the error on our end and then work to resolve it. Please provide the additional information. Thanks, Sara
    • Sara..The disabling turbopage worked for bout 5 minutes...The case where I didnt touch base with a live agent was because I was put on hold and after 25 minutes of that I hung up...I do have a life besides living on my phone with Hughes Net..it does no good anyway..As I have stated from the very beginning ALL SITES and ALL TIMES of the day and night..Apparentaly your customers are the only ones that can recreate the problem without even trying
    • Peggy, the extensive hold time is good for me to know. There is absolutely no reason you should placed on hold for 25 minutes. I'll investigate to see exactly what happened there. Regarding the DNS errors, as I mentioned on Friday I do have your case with one of our engineers but I know he will need more information than this. Please provide details. Thanks
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  • " To be able to determine what is causing your errors we'll need to recreate the error on our end and then work to resolve it."

    If DNS errors are intermittent how can this ever get solved then?
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  • Sara,
    I don't wish to highjack Peggy''s thread but you did reference both of of us in your 1st reply.

    A quck peek at this forum and DSLreport/hughesnet forums would indicate that this is most likely a system wide problem that is getting worse.

    I is not confined to a single type of service (Ka vs Ku) or even those on a single satelite, such as the problems people had on satmex6 a year or so ago.

    This is cross platform covering both HN7000s and 9000 modems.
    HN7000s modems are spread out over I think 13 different birds where as the people with constant DNS problems are confined to spaceway 3.

    This is a system wide problem that occurs to those on both the Germantown and Nevada NOC's.

    It is not (in most cases) confined ot a single hughesnet installation but is system wide.

    Don't you really think it is time to address this issue ?
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  • Opps,couldn't edit:

    HN7000s modems are spread out over I think 13 different birds where as the people with 9000 modems are on spaceway 3.

    Completely different system.
    It HAS to be the terrestial portion of the HN infrastructure.
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  • There are tons of people with the same problem, but HN still insists its not on their end. I have a very similiar issue and I cant get anyone to call to help me. I get a lot of we're trying to help or trying to figure out the problem. I'm going to begin "trying to" pay my bill monthly and see what happens. I have went through the proper steps but have still not got any real help for 3 to 4 weeks. I even have threads that are closed out resolved, even when no one has contacted me. It takes 10 minutes just to load up the community site. No speeds to run tests even.
    • I think customers should prorate their bill..For every day you dont get what you pay for,then Hughes Net dosent get paid for that day..Thats what I think..I have done that with my utilities..A monthly charge is for every day of the month and if I dont have service I dont pay for that day of nonservice..Seems right to me..Just my opinion
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  • Seems to me if i discover a new website say for instance the HughesNet community, I will either recieve a few "bad responce from server" or "DNS look up error" Then at other times it takes a while to load (when not in FAP) I believe the connection gets lost between you- NOC- Location of website somewhere.. No, this is not something new. If we were to simply just leave our HN modem on idle/stand by mode for a week or longer then all pages will either lag bad at first couple trys or it will give error saying DNS look up or no responce.

    This also applies the same way with my downloads, if I have a download scheduled to download at free time it will sometimes fail. No one else is downloading, no one messes with the modem and no one is even on it at 2 am here in the morning. It just seems so obvious that the connection is there for just a short amount of time and then its lost then once it automatically reloads itself or you do it yourself it finally gains connection back to that server(s).
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  • My post that contained the info to contact the next level of support was removed by Sara.
    Seems that is secret information.

    Everyone's problems continue however.
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  • Thank you everyone for your suggestions regarding DNS errors. DNS errors are caused by a number of factors. We have several testing facilities as well as beta testers who can quickly help us confirm or refute hypothesis you (our customers) might suggest or those we (the employees) come up with through our trend reporting and testing. Our engineers are constantly working to improve your service. Your case number details allows us to not only to troubleshoot remotely to make sure we haven't missed anything in previous troubleshooting but in addition test other sites with the same parameters as you. This testing allows us to eliminate some variables and focus on specifics that will help us properly diagnose your concerns. If you haven't already please post your case number along with any additional information (time of day you receive errors, what sites you're accessing when you see the errors, etc...) you might have and I'll be happy to help.
    Evans and Gwalk, post your case numbers please.
    Peggy and diablo, what sites are you trying to access when you notice the errors?
    Thanks, Sara
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  • I’m frustrated
    Really? I guess I should keep a pad and pencil beside my computer to do my homework for Hughes Net..I really don't need another job i don't get paid for...Here are a few off the top of my head...myhughesnet,community,my homepage yahoo.pogo,walmart,my bank,lowes,home depot,my yahoo email,when I do a google search for something and click on a webpage..Its no specific page its almost ALL of them..I don't know how else to explain it to you
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  • Every time I call about DNS ERROR I get the run around!!!! transferred 3 or 4 times, people you can't understand and the end result!!!! wait for it! wait for it!!!!! it's my computer!!!! Funny though, I still have the Verizon 5 spot and everything is fine!!! pages load and no reloading 5 or 6 times!!! Hmmmmm but it's my computer!!! waiting for contract to end and going back to Verizon fully!!!!
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  • This reply was removed on 2012-08-03.
    see the change log
  • I too have become so fed up with receiving DSN errors with Firefox and alike with IE so I am looking into using a cell phone companys system and dropping the HN crap. I am fed up with spending $80 plus a month for poor service, and eveny worse tec support. They can't give us answers so why do we give them our money?
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  • And Sara, before you reply and ask me what my numbers are, I'll tell you I don't even bother to call tec support anymore. They are worthless... I refuse to waste my time for the run around I get!
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  • Robert, I can understand your frustration and not wanting to bother with a case number, but, the HN Ladies here will ask for your latest case number so they can easily pull your account up, with out involving emails that may not get through. It also keeps private account information private.

    So if possible, could you kindly provide your latest case numbers so a CSR can look the information out, so that they can try to get a technician to look things up and try to resolve your issue?
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    • All you support folks know how to do is push blame somewhere else or mess with settings on our computers. I won't waste my time talking to people talking out their back side. Just like Diablo said a month or so ago. Its any web site, or link. Some times the browser just works and works and nothing come up. Sometimes the browsler makes a connection, the little arrow in the circle goes green and still nothing. I have 2 more months and I will shut my Hughes.Net down for good.
      The one thing I will not acept is being lied to.

      diablo

      diablo
    • Robert, I am sorry you feel this way, but, unless you can help your self in the least, then no one else can help you what so ever.

      If you don't wish to call for trouble shooting at 866 347 3292, then there isn't much anyone here can do for you. This is a community forum to receive help, but to do so, you also have to be willing to try and do some things your self, otherwise, no one can help you resolve your issues.
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  • I just got setup with the Gen4 modem and dish yesterday. I cannot browse the Internet at all with the proxy enable. After disabling proxy, I am only able to get to hughesnet, google and bing. If I do a search and click on any link in the results, it either times out I get page not found. Both issues are due to a DNS problem. The names are not being resolved. The time out error indicates the IP address. The only way I can browse the Internet is the disable Web Acceleration. Either doing that, I still cannot access all websites, Facebook for example. I’ve trying multiple browsers, bypassed my wireless router, etc. I was on the phone last night for over two hours with tech support 1 & 2. I know more than they do which is very frustrating. Now waiting for 3rd level to call at their convenience. I work all day and cannot just sit and wait for a call because I AM NOT THERE. I have used Hughesnet for over 12 years and if this does not get resolved in the next couple of days, I will seriously think out switching to a cellular solution.
    • Michelle, I am sorry to hear that your Gen4 service is less than satisfactory for you.

      Can you tell us the exact DNS error you are getting?
      Also, what is your case number from last night, so that a CSR can look into things?

      Also, what is your current state code when viewing system status? It is hard to believe it wasn't working when the installer left as they have to go to the Hughesnet website, and they don't disable the Web Acceleration feature.

      If you have a state code of 30.2.2, please re-enable the web acceleration feature and let the system sit for awhile so it can do a new state check.
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  • Hi Robert, as CORROSIVE stated above case numbers are essential. If you haven't called us to troubleshoot we haven't had a chance to help :( Please give us a call at 866 347 3292 and if you still need our help after you speak with our technical department please post your case number here. If you have concerns about a specific agent I want to know about that as well. We're working hard to make sure you have a positive customer service experience. Your feedback is essential. I look forward to your reply. Thank you, Sara
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  • Michelle, I pulled your account information using your name and it looks like your case is already with our highest technical department however, you indicated you were not going to be available for another contact until after 6:30PM central time. Where you ever able to browse? When the installer was there maybe?
    I'll be on a conf call with the center shortly and will get an idea of exactly what happened here. Please expect a call from us shortly. Thank you, Sara
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    • That is why I don't bother to call. But I don't think I ever had it quite that bad.
    • Hi Michelle, it looks like our tier3 support did call back twice. 12 days ago when I was trying to get a hold of you I had a corporate engineer on stand by waiting to address your concerns, our pins do expire and it sounds like yours most likely already expired as well. I'm scheduling another call back now. Thank you, Sara

      Robert, if we can't troubleshoot then I can't help very much. If you would like some help please give us a call at 866 347 3292 and feel free to post your case number should you need further help after your call. Thanks, Sara
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  • I get these DNS look up errors too. I click re-load on my browser - be it on my android tablet or PC, and the page loads fine. Minor pain, but I still have access so it has never been worth it to call and wait with techsupport.
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  • Very well put. Sometimes you can hit Ctrl/F5 and the page will reload. Sometimes the page just does nothing, with the little indicator going around in black and white (as inFireFox), and then sometimes it turns green and goes around in circles for 30 seconds with nothing. AOL is great for errors, when I am retrieving my mail... I can't believe the amount of time I waste looking at a blank screen.
    You would think with all the decsriptions people post on this page they would get the hint, it's not our systems its theirs.
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  • DNS errors are caused by many factors: the site you're accessing, the computer you're using, etc... althought it sounds like all one concern the combination of factors that effect your system makes this more complicated than what meets the eye. Case numbers allow me to see what troubleshooting we've already done and take it from there. If you do want to address this concern please give us a call: 866 347 3292. Thank you, Sara
    • Sara, you indicated 3 months ago your tech's were looking into problems associated with DNS errors linked to all the popular browsers mentioned by your customers. I also have had DNS errors lately and webpages that failed to completely load that just did not happen with my older Safari browser (pre-OSX 10.0). These problems didn't seem to occur while connected to a broadband network at other locations, but did happen while connected to my HN service. The unresolved DNS errors started after recently updating my OS and Safari browser (Safari 6.0). I since learned Apple included prefetching in Safari sometime in version 5.0+...this feature was to provide "faster" webpage loading in a broadband environment. My latest version of Firefox also has the intermittent DSN issue, and note that it also has the prefetching feature. If you investigate the support boards and Mozilla developer site (i.e. Firefox), you will find that this error is a common problem when trying to use browsers on networks that are "slow" or websites that do not have the appropriate controls to handle their traffic. It further seems that the normal latency variable of satellite based ISP's can also contribute to the problem. I won't bore you with any more details, but would like to add that after I disabled the prefetching features of my Safari and Firefox browsers, the problem seems to have been solved. Apple has a Tech Support article on this issue and a procedure to disable prefetch, and Mozilla also has a procedure posted to do the same. I do not recommend that your readers make these changes unless they are comfortable with executing console commands, but it might be helpful to some of "techies" here that might want to do their own research.

      As you mentioned in your original comments, DNS errors can be caused by many factors. I just wanted to add one possible solution that might help steer your research into "productive territory". Good luck...
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  • I’m frustrated
    1
    Wow, All this time I thought I was the only one with this problem. This has been going with me for at LEAST the past 7 months! Same run around; script reading from "Peggy" in India.....tier 2....etc. They all sound like this is the first time they have ever heard of this problem and its MY problem on MY computer. Very frustrated as until this began I've never really had a problem with HughesNet. I pay $80. a month for this service and it is no where what it used to be. Shame on Hughes!!!!!
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