Forum Discussion

cal.gilbert's avatar
cal.gilbert
Sophomore
8 years ago

Customer with extremely poor service

Although I'm not a new customer (been with Hughesnet for about 10 years), I too have seen unacceptable latency issues and poor network performance in the evenings. 

I too am using the Gen5 Modem on Echostar-19-NAD Gateway 14  Beam 68 Outroute ID 3.  Have an open case with HN and they are supposed to be sending a tech out for a dish repoint (hopefully to a less buggy beam).

Ping loops to Google were showing about a 10-30% packet loss and averaging 1918ms latency.  This was on Thursday, Aug 10 about 930PM EST.  Understandibly, during peak times (5-11PM) performance will slow somewhat, but getting  these speeds awful.  Posted from HN Speed test history.  Times posted are Western Time Zone.  There was an outlyer result 57423 that must have been a glitch since it posted after the 2Mb download section.  My case number is:  105517442

Test results from Testmy:  http://testmy.net/quickstats/CGilbert 

08/10/2017 08:09 PM
1057
1269
08/10/2017 08:08 PM
3277
589
08/10/2017 08:07 PM
1329
747
08/10/2017 07:24 PM
57423
670
08/10/2017 07:21 PM
3607
262
08/10/2017 06:59 PM
4747
444
 
 
  • Liz's avatar
    Liz
    8 years ago

    Hi Cal,

     

    I just spoke with an engineer and got confirmation that network adjustments have been implemented and have improved performance overall. I see in your recent testmy.net test results that you're getting pretty good speeds. Do you still have other concerns with your service with which we can help?

     

     

  • C0RR0SIVE's avatar
    C0RR0SIVE
    Associate Professor
    8 years ago

    cal.gilbert

    The latency results for your account on testmy.net appear to be pretty darned low, and shows you have exceptional speeds on most tests, however, you must use the 25MB Manual Test Package after having clicked Download Test on the site.

    Can you share screenshots where you are seeing this packet loss?  Did you make sure your gateway location has no incliment weather paterns in the area that could result in packet loss as well?

    That aside, Beam68 is certainly known to have issues right now, and engineering is working on it.

    • cal.gilbert's avatar
      cal.gilbert
      Sophomore
      8 years ago

      As you probably saw, the testmy results were from the automated test cycle and were not running during the Aug10 window. I modifed the auto test for a 25mb download test, and am currently using that one.  I'll be more closely monitoring activity and will post ping loop results (screenshots) during the next slooooow performance cycle. 

      On Aug 10, when the network performance really tanked, there was no inclement weather at my location or at the NOC in Gaithersburg, MD.   Both ping loops to Google and using the Connectity Test to the HN Gateway showed 10-30% packet losses during that period.  Would be nice if Connectiity Test results were stored automatically.

       

      • C0RR0SIVE's avatar
        C0RR0SIVE
        Associate Professor
        8 years ago

        None of the J2 gateways are at the NOC in Maryland...  They are all scattered out on the western half of the country.