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.

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 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.

ageofpiece wrote:although could do with less attitude. Didn’t encounter than over phone tech support. Secondly, Gabe; having customers “run a set of 3-5 tests per day during different parts of the day” hardly seems like addressing why speeds are like maybe 500kbps in the moment. I apologize for the bit of attitude, but few of your comments are somewhat insulting. Secondly, the speed tests don't address your speed issues. They demonstrate the issue and give the reps and/or engineers pertinent info in order to address the speed issue. When you take your vehicle to a shop because there is a strange noise, they aren't just going to fix it. They are first going to troubleshoot it. They're going to want to hear the noise. They're going to want to recreate the noise. If needed, they're going to want to drive under normal conditions to see if the noise occurs. This is troubleshooting. It's not fixing the issue. It's demonstrating it and gleaning information from it in order to know what steps to take to fix it. This is what the speed testing protocol does. It's not "a way to pass off the issue". It's a step to get the issue addressed. This is a support community, not a "pass off the issue" community. Good day to you.

Perhaps we should let them do their jobs and not guess at what they should or should not be able to do/not do. spydermike wrote:houldn't they be able to tell when the service to an area is compromised due to overcrowding and just state so? Isn't the traffic on each beam monitored for performance? If it isn't....what?

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.

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

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
- 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.
- maratsade
  Distinguished Professor IV
  4 years ago
  LOL. You'll be so disappointed.
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.
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
  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.
  - maratsade
    Distinguished Professor IV
    4 years ago
    It may indeed have been a coincidence. As for the testing, they need to know what's happening on your side of the modem. Since they don't live with you, they expect you to do some troubleshooting. So would other ISPs; it's a common practice because the techs don't live with the subscribers and can only see their side of the equation.
    
    ageofpiece wrote:
    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.