Forum Discussion

kf4ipc's avatar
kf4ipc
Sophomore
6 years ago

Buffering Slow Internet and E-mail times out

I have been having issues with Hughes net since I had it installed in December of 2018. Slow Internet, Facebook will partially load then the pictures and videos will start loading one by one and you have to wait for it to load more so you can keep scrolling down the page. You-tube buffers constantly even with data saver turned off and resolution as low as it will go. E-mail will time out and reload the same messages several times if there are any large attachments. It's extremely difficult to participate in on-line college classes. This happens with all my devices, Wired desktop, laptops, mobile phones. Normally I keep Wifi turned off. Speedtest shows my download speed mostly between 20 and 60 Mbps and my upload speed was 2.1 Mbps when I last checked. I have called tech support numerous times when I have been having problems and they had a service tech come out this past week and he couldn't find anything wrong, All he did was take a few pictures of the dish, checked the coax connections and connected into my wifi with his phone to run some checks then told me everything looked fine and he didn't know what else to do. I am to the point now that if I want to watch something on You-tube I just use my mobile data. Most of the time the weather is clear when I am having problems and it happens during different times of the day and night. I also have not been out of data.

LAN Throughput is ***** 96.56 Mbps

Satellite Receive Signal Strength104

https://testmy.net/stats/?&t=u&d=03232019&x=90&l=50&q=KF4IPC

 

buffering
Performance
slow
unhappy
  • Damian's avatar
    Damian
    6 years ago

    kf4ipc,

     

    Thank you for bringing this to my attention. If you are willing to try HTS again, please call 866-347-3292 and provide them with the updated case number I just messaged you, as I have now updated the case notes to ensure the call will be free of charge next time. I do apologize for any inconvenience this may have caused. Also, I see you had mentioned termination earlier. If this is the step you would like to take instead, I can assist you with the process. Please private message me if this is your decision.

     

    -Damian

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    6 years ago

    kf4ipc 

     

    Though this may not make a difference, have you tried power cycling your HughesNet modem?  If not, shut down your computer, unplug the modem, wait at least a minute, plug the modem back in, wait at least five minutes, then start your computer and try again.  

     

    Though Youtube does seem to buffer more for some people than others, even when the speed is adequate, which yours definitely is, the fact that Facebook is doing what it's doing is troubling, to say the least.  

     

    BTW, regarding the Facebook videos, do you have auto video playing turned off?  

    • kf4ipc's avatar
      kf4ipc
      Sophomore
      6 years ago

      I have been rebooting the modem and my computer at least weekly since December and it dosn't seem to make a difference. Auto play is also turned off on facebook. I find buffering on all websites that have videos on them. I take college classes that have videos that I need to watch at times and they buffer also. I have used the public hot spot in town with my laptop connected at 3 Mbps with almost no problems watching Youtube at HD resolutions and I am also able to scroll through Facebook without having to wait for it to load so I know its not my computer. I sent a 5 mb file from my mobile phone using my G-mail account to my desktop using Mozilla Thunderbird and it took almost 10 minutes to arrive and my mail server timed out once it that time.

      • Amanda's avatar
        Amanda
        Moderator
        6 years ago

        Hello kf4ipc,

         

        Welcome to our community and thank you for reaching out to us here. The first thing I want to get more information on is video streaming. Do you know if any of the website you visit to watch videos have the video player settings set to "Auto" definition, or do you manually select a higher resolution? Can you find out if your college is using progressive or adaptive streaming? Do you need to use a remote application or VPN to reach any of your school documents? 

         

        Have you also recently disabled your wireless broadcast on the HughesNet modem? I see there were some devices connected over Wi-Fi as of 3/23/19, specifically on your Guest network. Are you able to test both sending and receiving from just your mobile phone?

         

        Thank you,

        Amanda

  • IBSKEETS's avatar
    IBSKEETS
    New Poster
    6 years ago

    I contacted Hughes and got to tier 2 tech who said that there is and issue with the satellite that is known and a solution has not been found yet. Offered to cut monthly rate in half, but the <12 mbps does not equate to the 50% monthly rate reduction. And the uncertainty of when a solution is forthcoming makes it untolerable. Looking for an alternativd now.

     

     

  • IBSKEETS's avatar
    IBSKEETS
    New Poster
    6 years ago

    Just checked with Hughes again ... No ETA for resolving sloooow speeds ...

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

      Each conversation here is like a tech support ticket. The Hughnest people on the site like to focus on one subscriber at a time, so you should go to the Tech Support page (https://community.hughesnet.com/t5/Tech-Support/bd-p/TechSupport) and click on the "Start a topic" button, and provide details of what you're experiencing.  

       

      The Hughesnet staff on the site will need you to follow these instructions before they can address speed issues:  https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607

       

      They will likely not address your speed issues until you follow the steps in the article.  They will also be able to tell you whether there is a problem with your beam or not.  They have access to more information than the people on the phone or chat, so your best bet is to work with them on your own thread. 

       

       

      IBSKEETS wrote:

      Just checked with Hughes again ... No ETA for resolving sloooow speeds ...