Forum Discussion

ageofpiece's avatar
ageofpiece
Freshman
4 years ago

I think I know what to do about Slow Speeds . . .

Definitely been having some issues with slow speed during certain times of the day. I live in the mountains of Colorado and I’m used to around 1mbps with my standard non satellite service. Below that is not acceptable. My modem is new, my dish is unobstructed, and I have remaining data. Also the weather is clear. If you’re facing slow internet with all the same variables do what I did! Call the support line 866 347 3292. If you can’t bother with a robot like me, immediately start saying “Technical Support” in a clear voice until it recognizes the command. It will give you a list of prompts and you can say “slow internet”. Then they connect you to some poor person who has to bare the frustration of someone who is having their internet throttled. Please be kind,Be patient with them, answer their questions and watch your internet speed return to a sub optimal speed. I suspect that the bandwidth Hughes net can afford to offer its customers can’t possibly be 25mbps to all customers simultaneously. I assume this is a infrastructure issue on their end. But if you’re a thorn in their side they will help. I found their customer service to be adequate if you know how to navigate it. Hope this helps.
Performance
  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    4 years ago

    Calling tech support is helpful only to a certain extent, because the phone reps are Tier 1 and can only do so much. Posting the issue to this community is a much better approach, as the HN reps in this community have a direct line to the network engineers, and if the speed issue is on HN's side, they can often fix it.  Unfortunately, speed issues can also be on the subscriber's side of the modem, which can be frustrating as many subscribers have limited technical knowledge and don't understand why they're having problems and why they are being asked to do troubleshooting on their side. 

     

    Subscribers should first check  the system control center to make sure there are no state codes other than 0.0.0.  If the code is 0.0.0, this means the equipment is working and this points to a problem with devices, hardware, software, usage, number of users, time of day, and many other variables.  If there are codes other than 0.0.0, those indicate issues. 

     

    To have speed issues addressed in this community, subscribers will first need to follow the procedure detailed here: https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607

     

     

    • ageofpiece's avatar
      ageofpiece
      Freshman
      4 years ago
      Thanks for getting back to me. I’m skeptical the issue of slow internet can be expediently addressed via this forum. Perhaps the change I saw in my speeds after the call was coincidence? Also the added url where we have to compile our speeds over a period of time to me is not acceptable, pardon me for saying so. This seems a way to pass off addressing the issue. What we pay for is 25mbps. That’s what we should get.
      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        4 years ago
        ageofpiece wrote:
        I’m skeptical the issue of slow internet can be expediently addressed via this forum. Perhaps the change I saw in my speeds after the call was coincidence?  

        Nobody said it was coincidence.  Nor did anyone say that people can't get help via a phone rep.  Plenty of people do.  It's just that the help here tends to be better, especially when an issue is more involved.  Tier 1 reps who are reading from a screen vs corporate reps who have been with the company for years and have direct access to the engineers.  Your issue was likely a simple, quick fix.  I'll forgive your naivety when it comes to this support community.

         

        ageofpiece wrote:
        Also the added url where we have to compile our speeds over a period of time to me is not acceptable, pardon me for saying so. This seems a way to pass off addressing the issue.  

        The testing protocol is a way to first, establish the issue, and second, give the reps and engineers pertinent info.  It's a troubleshooting tool, not a way to "pass off addressing the issue".   SMH.

         

        "If you're working with us in the community or social media, only testmy.net results are accepted to be considered for escalation to corporate engineering."  -  Did you happen to miss that part?  

         

        ageofpiece wrote:
        What we pay for is 25mbps. That’s what we should get.

        Yes, you do, but that doesn't mean speed won't fluctuate, and 25Mbps is not guaranteed.

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    4 years ago
    ageofpiece wrote:
    I suspect that the bandwidth Hughes net can afford to offer its customers can’t possibly be 25mbps to all customers simultaneously. I assume this is a infrastructure issue on their end.  

    It's a capacity issue.  There is no way possible to ensure that every customer has plan speed at any given time, as there simply isn't enough bandwidth available to support it.  As well, system load varies from beam to beam and gateway to gateway, so experiences can differ from one area to another.  The higher the load at a given time, the lower the bandwidth available to each subscriber.  

     

    Unfortunately, unlike ground based services, there's no easy way to increase system capacity.

     

    Barring weather and technical issues, the only way to ensure that every subscriber would receive 25Mbps at any given time is to greatly restrict their number and charge a much higher price, which would be required in order to remain a viable company.  It would be a service only for the well to do.

     

    Edit:  Again, that's barring technical issues, which is what people normally end up coming here to get help with.

  • bread4u's avatar
    bread4u
    New Poster
    4 years ago

    I just tested my speed 3 times, average of 593 kbps! Perfectly sunny, dry day, 3:25pm. I've called numerous times over the last year, nobody is capable of ( or cares about ) solving the problem. Time to call Viasat

    • maratsade's avatar
      maratsade
      Distinguished Professor IV
      4 years ago

      LOL. You'll be so disappointed. 

    • Michael57's avatar
      Michael57
      Senior
      4 years ago
      bread4u wrote:

      I just tested my speed 3 times, average of 593 kbps! Perfectly sunny, dry day, 3:25pm. I've called numerous times over the last year, nobody is capable of ( or cares about ) solving the problem. Time to call Viasat

      bread4u I see this is your first post here.  If you are getting 593kbps on speed tests, that may indicate a problem beyond congestion, so there may be ways to get it addressed and improved.  If I were you, I would head over to the Tech Support board and follow the instructions for posting speed tests and a Mod there may be able to help.  That is one of the issues where this board can be more helpful than phone support.