Hughs Net Slow Or No connection

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  • Updated 2 years ago
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I tried signing into my internet. my provider Hughes Net.. and it was extremely slow browsing.. after shutting down my computer and rebooting several times I noticed I lost all connection with hughs net. I called and spoke to a Hughes Net tech and after several hours I was asked if I have a virus protector installed on my computer.. I explained I have Norton 360 V6 and I've had them every since I had Hughes Net 4 years. I was instructed to shutdown my Norton and when I did that I had internet connection and faster browser. I was informed that I had two virus protectors on my computer. Norton that I had installed and ZoneAlarm which I had not installed. I was also instructed that I would be paying an additional 2.99 a month for zonealarm through hughsnet. I told hughs net I did not want and did not ask for it they must remove it. How did hughes.net download and install Zone alarm without my permission??
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Country Girl

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  • frusterated

Posted 2 years ago

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Country Girl

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After being instructed by a moderator to start my own post in regards to my own problem with hughs net.. I've decided to take his advice and post this issue with hughs net. My advice to anyone who has Hughes Net and is receiving slow connection or no connection. shut down your own personal virus protector for a few minutes and then reboot and startup Hughes Net. if you have a faster browser you may want to call Hughes Net and ask them if they gave you zone alarm without your knowledge and if you're being billed an additional 2.99 a month that you didn't know about.
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Suz

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Hi Country Girl, the Zone Alarm software package would have to have been downloaded and installed locally to your PC by someone who is there physically at your machine. I would like to investigate your concern however. In another post you mentioned that you do not have a case number so please send us your account number or the phone number associated with your account, the name on your account, your community name and a link to this thread to communitysupport@hughes.com. Once the email is received, I will access your account and troubleshooting notes and post back as soon as I have more details. Suz
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Country Girl

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#1. Rest assure me when I SAY.. Zone alarm was never downloaded or installed LOCALLY On my computer OR with my consent. I have had NORTON for 4 years and never changed a thing. I live alone with a password on my computer that no one has ever used but me. My computer has worked fine with Norton as my virus protector and I have NO Reason to change them to ZONE ALARM. In my opinion Zone alarm was Downloaded and installed through hughs satellite through an open port to benefit Hughs net and zone alarm because when I called Hughs Tech He TRIED to convince me to SWITCH from NORTON TO ZONE ALARM And hughs tech told me I was being charged an additional 2.99 a month for zone alarm added to my hughs bill. My computer has been fine for 4 years with Hughs net AND NORTON as my providers Everyting has been fine until noticed my browser was extremely slow so I rebooted a few times only to find I no longer had a connection. Everything was fine that morning It all happend within hours of same day that i had no problems earlier that day. #2. You asked me for a ticket number for that day I spoke to a hughs tech and I explained to you in an earlier posting that Hughs Tech very seldom ever gives customers a ticket number. I may not have stayed on phone long enough to get one cause i was annoyed with the fact that it was even installed on my computer and that the tech from Hughes was trying to convince me to switch over from my virus protector Norton to the 1 they recommended and was billing me for Zone Alarm. Something I never installed and did not want. I still have a year left paid services with Norton. so why would I install or pay for another additional virus protector that would not be needed?? That also caused my computer to crash by having two virus protectors according to your very own hughs net tech. I've been working with my own Norton tech because I no longer have trust in hughs net
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Country Girl

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sorry it's hard to be a very trusting person after all this therefore because I don't know if you work for Hughes Net or not I will be taking all the problems straight to their direct phone line. but thank you kindly for your response
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barg_

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The ones that say "employee" on the picture or (official rep) do actually work for the company. There are between two and three on here regularly (if Snow is still here). I always thought with satellite internet, it would be nice to login (and retrieve your password if forgotten...), and manage all your account details online. What plan you're on, additional features, etc. I guess like you can with the satellite tv providers.

In any case, they shouldn't have added the "feature" without asking you first (installed on your computer or not).
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Alan Thompson, Champion

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Hello Country Girl,

You may have covered this in an earlier post and I missed it, so my apologies. Do I understand your HughesNet equipment is four years old, and no local technician has been out to service or upgrade your system since the initial install?

So I'm assuming you don't have a Gen4 system (the HT1000 Gray modem)? Which system do you have; is it the HN7000S (the black modem with blue/silver front) or an HN9000 (the white modem)?
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Country Girl

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I have HN9000 on windows 7
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Alan Thompson, Champion

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And hughs tech told me I was being charged an additional 2.99 a month for zone alarm added to my hughs bill.
Can you access your recent HN bill to see if and when you were charged the additional $2.99?
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Country Girl

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I demanded a ticket number on this conversation I had with Hughes Net last night. I was informed that somebody would be getting back in touch with me in regards to this that they had wanted to look further into it
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Gwalk900

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Did they give you the requested case number ?
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Suz

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Hi Country Girl, if you did receive a ticket / case number, please post the number here so that I can access your account details and troubleshooting notes in order to help address your concerns. Thanks, Suz
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Alan Thompson, Champion

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I see they had been billing me for years the additional 2.99 a month for this virus protector called zone.


Then, for sure, the installer who put in your system also installed Zone Alarm and failed to communicate that. Again, HN cannot remotely reach into your computer through their system and install anything.
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Alan Thompson, Champion

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Odd the two programs could coexist for four years and then suddenly have a conflict. But, after four years, a computer can acquire quite a bit of junk from all kinds of programs and updates that can finally unbalance everything.
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Suz

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Country Girl, I want to help you in anyway that I can, but I need to be able to find you in our system to do so. As I've already mentioned, since you do not have a case number, please send us your account number or the phone number associated with your account, the name on your account, your community name and a link to this thread to communitysupport@hughes.com.

Suz
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Country Girl

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Is it possible you can look into how many Hughes Net customers have Zone Alarm installed without their consent? And are being billed for something they never asked for through their hughs net account.
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notechsupport2

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Countrygirl, Have you called in to tech support for any issue just before this occurred? Did Hughes possibly transfer you to "advanced customer care" or a company called iTok (pronounced - I Talk). This company uses a remote desktop connection which gives them access to everything on your computer. They can and do install software remotely.

If no one has had physical access to the computer then the software must have been installed using a remote desktop connection.

I too would like to know when you started getting billed $2.99 for ZoneAlarm like El Dorado asked.

BTW, I am a Hughes customer who got no tech support from Hughes hence my username. I am not a moderator on this forum
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Paul Young

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Doesn't this zone thing have a box for if you have lost your password to have it send you a new one?
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Country Girl

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I have no clue how zone works. Ive always had Norton
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Alan Thompson, Champion

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Zone Alarm is a software download, and is installed by the local installer at the time of the system install. There is no shrink-wrapped box.
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Country Girl

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El... are you saying it's impossible to install this sort of software using a remote desktop connection? I just wanna get this right.. because I have had 4 different computer techs from Norton and computer stores tell me it is possible for things to come thru the satellite... if nothing can install on your computer without consent we wouldnt need virus protectors and if someone is nor computer savvy like myself then there's no way for us to tell if there's a port open and if we are in danger of being connected to a remote desktop without even knowing
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Alan Thompson, Champion

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This is a complicated subject. Yes, viruses can exploit vulnerabilities in a computer or it's software to gain access but that's why they're called viruses, and why you need protection from them. Programs like Zone Alarm are installed by someone there at the computer.

As Far As I Know, HughesNet could not and would not remotely install software or open ports on your computer.

http://customer.kb.hughesnet.com/Page...

http://customer.kb.hughesnet.com/page...

Only the ancient HughesNet DW4000 system needed software installed on the computer in order to work at all (generally pretty badly). But the installer was the one who initially loaded the software locally at the computer from a CD.
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Paul Young

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Country Girl

try to go here and see if it will send you a password.

https://www.zonealarm.com/security//e...
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Country Girl

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I did a computer factory reinstall. I seriously want nothing to do with zone alert therefore. Thanks for link and trying to help but no thanks. I wont my computer to have no contact with Zone alarm. Norton is monitoring ANY activity between my computer hughs net and zone alarm.
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Paul Young

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Hope it all works out. :)
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Country Girl

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Thank you
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notechsupport2

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Just to clarify. For a remote desktop connection to take place.

Windows built in Remote desktop
- This would ask the computer user whether they want to allow the connection and give a warning that you are giving access to your computer.

Other Remote Desktops
- Require the install of a small remote desktop client. This is what ITok uses. The computer user must install the software.

In both cases you would see your mouse pointer moving around and the computer being controlled by someone else. There is no way for a Hughes or other tech to get remote desktop access without the computer user granting it.
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Suz

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Thanks notech! Suz
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Country Girl

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Thank you everyone who has helped with this problem.