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 ...
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

kf4ipc's avatar
kf4ipc
Sophomore

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

  • kf4ipc's avatar
    kf4ipc
    Sophomore
    6 years ago

    Most of the videos I watch are on You tube and I manually adjust the video as low as it will go as well as turning off the video saver, I think last time I was at 144p and it was still buffering and I couldn't read anything in the video it needs to be at least 360p to read the words.  I am not sure what Penn Foster College uses for video and I normally just log in and get my documents no VPN.  Stihl Icademy uses flowplayer and I can't adjust the resolution on that. My laptop is the same way wired or wireless.  I also keep my Wifi disabled due to the fact that I was loosing data when it was on and I was also told by tech support that I had to disable it for the speed tests so I just leave it off. I did have it on last week when the Technician had to use it to connect his phone to run tests. If I connect my mobile phone to the Wifi I can watch videos for a short time before it starts buffering and downloading apps on my mobile phone while on wifi takes longer then using mobile data. My wife stopped connecting her phone to it after the first month because she couldn't get her games to work on it.

    • kf4ipc's avatar
      kf4ipc
      Sophomore
      6 years ago

      Any Ideas? What can I try? I am about fed up with this service, I have been having problems with this since day one. It is unusable the way it is and it is frustrating when I am trying to use the Internet, it reminds me of dial up service. The only time it seems to work is when I download a file to my computer then it is fast. I let my slow DSL 1-3 Mbps go because everyone, even the radio station was saying how much faster HughesNet was, I don't see it. I am tired of calling tech support because they always have me trying the same things over and over, They even sent a Tech out after waiting almost a month because the tech was over booked and all he did was walk around, take pictures, checked that the cable connections were tight and connected his phone to my wifi and said he didn't see anything wrong. I am tired of fighting with this Internet.

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

        A moderator has begun working with you on this issue, so you may want to wait until she gets back to you.  It sometimes takes time for them to run diagnostics and try to figure out what may be going on, make adjustments, or whatever they need to do. I know you must be very frustrated, but give them a chance to do their work.  

         

        Now that you're in contact with the corporate reps, I would stop contacting the phone or chat lines, as they're only able to do certain things. The corporate reps can do a whole lot more. 

         

        kf4ipc wrote:

        Any Ideas? What can I try? I am about fed up with this service, I have been having problems with this since day one. It is unusable the way it is and it is frustrating when I am trying to use the Internet, it reminds me of dial up service. The only time it seems to work is when I download a file to my computer then it is fast. I let my slow DSL 1-3 Mbps go because everyone, even the radio station was saying how much faster HughesNet was, I don't see it. I am tired of calling tech support because they always have me trying the same things over and over, They even sent a Tech out after waiting almost a month because the tech was over booked and all he did was walk around, take pictures, checked that the cable connections were tight and connected his phone to my wifi and said he didn't see anything wrong. I am tired of fighting with this Internet.