SPACEWAY NETWORK OUTAGE NOTICE

  • Announcement
  • Updated 3 years ago
HughesNet SPACEWAY HN9000 service is currently unavailable. We have engineering teams working to restore service to these customers as quickly as possible. We apologize for the inconvenience. Please check back for updates.

Non-SPACEWAY customers are not affected. Your system modem model number on the front of your unit will tell you if you are an HN9000 customer.
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katie, Official Rep

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Posted 3 years ago

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KJones

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Think they can fix the speed problem while they are working on it???
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sgoshe

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LoL. How would they read this? Maybe at work I guess. Did give me a bit of a laugh though, thanks.
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madetoordermeals

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Who doesn't have internet on their phone these days? :-P
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kandeannasas

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ummm... lots of folks! me included.
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Judy Thomas

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i dont own a cell phone!!! so me too
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Charles Scott, Champion

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I called a friend and directed him here, thankfully he told me what the rep here said. I could ping him all night and he could ping me too, but never could get a webpage to load. Thankfully things are working once again.
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katie, Official Rep

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KJones- We've been rolling out speed improvements consistently across each network gateway-in particular, over the past several months. In addition, we're tuning the troubleshooting scripts and hotline messaging to find subscriber problems faster and get them fixed. By the end of this month, we'll be handling a major portion of our troubleshooting support domestically. Early measuresfrom our customers show it's making a difference.

Of course right now, we're working 'round the clock to fix the Spaceway problem.

Thank you for your patience.
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Paul Young

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Katie

Thank you for the information.
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katie, Official Rep

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Paul, We're trying. :-) Thank you for your business.
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Lisa C.

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im a hn9000 and speed is the problem its only in the day time in the evening it sucks.
but it good to know that there is a problem now maybe they can get it right LOL LOL
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Kenny Dobbins

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Thank you Katie for giving us all a heads up.
Although I am on a 7000s, I appreciate a heads up when something is happening. :-)
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KJones

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my speed is horrible at night and it is getting worse and worse. Its been going on for 4-5 mths. When will my speed go back to the way it used to be? I'm basically paying over 100 bucks a mth for a service that is pretty much unusable for me.
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Sara for Hughes, Official Rep

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KJones, please start a new thread to address speed concerns - I suggest including your speed tests. I look forward to your post. Thank you, Sara
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Judy Thomas

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i am in the same boat.....been on the phone almost weekly with the tech support if thats whatu want to call them NO HELP.... even got a new modem still no help
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Euni

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having the same problem for month now....call tech support almost daily....guess we're stuck with this.
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madetoordermeals

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Is there an ETA for when we will have service again??
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katie, Official Rep

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madetoordermeals, we've identified the problem and expect it to be resolved before the end of the day. Watch for the updates.
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Barbara

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I tried to send this comment above but it wouldn't go so will try here. I didn't/don't know if I'm a HughesNet SPACEWAY HN9000 customer. I do have an HN9000. Last night I started having trouble getting on line and today I've not been able to get on at all until the last few minutes. Are all HN9000 Spaceway customers?
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Don Bradner

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Yes all HN9000 customers use one, and only one, satellite, Spaceway 3.
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Robert Bibey, Champion

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Service is beginning to be restored now - My terminal came back online about 15 mins ago. They may be bringing them up in groups to avoid overloading the satellite all at once. You should just check periodically to see if you have network access or not.
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Barbara

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My service has just now been restored.
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Lisa C.

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mine seems to be back online now to.
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oldradartech

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Just like being back in the Navy. Fun troubleshooting my own gear for a change. Good thing I don't have the number for the NOC, I'd have been pestering them last night.
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Keith Hansard

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my signal strength is excellent but have no internet connectivity. I have reset the modem but, the problem still exists. What do I need to do?

This reply was created from a merged topic originally titled
No internet connectivity.
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hholloway

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The transmit light on my HN9000 has gone off. Cannot contact HughesNet support. All lines are busy.

This reply was created from a merged topic originally titled
Transmit light out on HN9000.
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Lialeh Blue

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My inernet is not working. Looking at the modem all the lights are on except the tranmit light and the receive light is just blinking.

This reply was created from a merged topic originally titled
Why is my Internet is not working?.
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Mike Bryan

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My hughes net is not working

This reply was created from a merged topic originally titled
WTH?????.
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Charles Scott, Champion

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Net is back up for me, and I would say this was flare related, around 11:20PM EST on 3/12/2012 I noticed my internet slowed down, I did diagnostics and got some STRANGE results pointing to my cable actually being disconnected on the transmit side. Checked it, and while I was on the phone with someone from 8:00 to 1:00 that night, I had several dozen dropped calls.

I then checked my wireless signal between my laptop and router, they are only a few feet apart and I usually have perfect signal, it was nearly 0%.

Needless to say, people should stop complaining and be happy Hughesnet fixed it with-in 24 hours. Though, you would think they would have another satellite floating around somewhere, 1 sat for an entire group of users? o.0
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katie, Official Rep

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Charles Scott, Glad your system is back up! Just to let all know, we do have an array of satellites. However, it's more effective for us to restore your service on your current satellite rather than setting up re-pointing appointments for the impacted customers.
Thank you
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Shaw Creek Farms

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Good to hear the problem was on your end & not mine. The down-time let me enjoy the outdoors this morning. May weather in March. Thanks for the excuse to head outside.
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Kelley Stephenson Nesbitt

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is the another outage? I no longer have service this morning?
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Sara for Hughes, Official Rep

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Hello Kelly, it looks like you haven't been in touch with our technical department since last fall. Please give us a call at 866 347 3292. Thank you, Sara
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Sara for Hughes, Official Rep

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As the network returns to normal after yesterday's partial outage, you may experience some performance settling behavior. Pent-up demand has been released and traffic is adjusting to optomization routines. Thank you.
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Sandy MT

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I ended up leaving my home office location to work remotely via another service provider. How will I know if this situation is resolved and I can return home to work?
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Sandy MT

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The Spaceway Platform is out again today. It started last evening. Can someone explain what the issue is and when we might expect an ETA? For What It's Worth -- it was frustrating to try to determine if the problem was me or Hughes when the self diagnostics were returning an error #22. Kinda leaves the customer wondering and naturally -- I couldn't get thru to Tech Support until moments ago to open a ticket.
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katie, Official Rep

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Sandy, I hope you've been able to follow the announcement thread from today - 6/13 rather than the one you've posted this comment on. Check out the recent announcements for today.

To help clarify the problem for you, this service degradation started around 9:30am ET today and our engineers report systems are again operational. If you've been experiencing a problem since last night, something else was contributing to your issue. Stay with the support agents as they work thru it for you or come back in the community
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Sandy MT

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Katie - I'm going to go look there. Thanks!

I did have a period last evening where I could not connect, then suddenly I could. Connected fine shortly before 6 AM this morning and then WHAM -- dead and no clear direction given. I attempted to call repeatly for over 2+ hrs and nothing but busy signal or cut off when being transferred by the ARU. Service is key and today I have been extremely disappointed. I am investigating other options just in case this becomes a trend.