Archived and Closed
This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: This thread has been archived for one of these reasons: -thread is a one-off subscriber-specific issue and has been resolved, or inactive for an extended period of time and will not provide future value to another user. -information within the thread is o
The team is working it and you'll be updated soon as we are able. Thank you for your patience.
Our engineers have been able to reproduce the problem in our operations center and have sent the bug details to Google. Google reports they are processing a redirect command to resolve the issue. We’ve been told Comcast customers are also seeing the problem with Google.
We continue to look to Google’s engineering team for resolution. We know other ISPs have this problem with Google and are in the same situation. In the interim, we’re redirecting groups of IP addresses we believe may be impacted. This should be completed by tomorrow morning.
Our international internet traffic expert tells us that frequently this is resolved by the customer running an updated version of his/her malware software, cleaning up new emerging viruses. Please try this.
In addition, please use this link to get the IP address google sees from your system.
Post that IP address back to the community so we can see how these IP addresses relate to each other. We’re looking for patterns. (NB: This is different link from the one we provided you last week.)
Finally, we’re still unable to identify some of you impacted by this problem as we haven’t heard back on follow up references. To be included in our troubleshooting efforts we need a support case number from our support center (866-347-3292) or an email from you to email@example.com with your account number or billing telephone number. We’ve identified all except-
• Chelsea Hall
• Kirsten Ekstrom
Note to Donna Franzen – We see you on this thread but are unable to tell if you are experiencing the Google Guatemala problem. Please let us know.
Again, thank you for your patience and for working with us in the Community.
I can see this problem has been resolved for some of you. We want to keep this in focus with our engineers. So, if you are still being redirected to Google Guatemala please post here and let us know.
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- In Progress
can I get clarification on the process HughesNet is implementing to exclude the Windows 10 update from the data cap?