Forum Discussion

cal.gilbert's avatar
cal.gilbert
Sophomore
9 years ago
Solved

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...
  • Liz's avatar
    Liz
    9 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
9 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
    9 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
      9 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.

    • Aedan's avatar
      Aedan
      Senior
      9 years ago

      Hello cal.gilbert,

      Thanks for posting and welcome to the community. I have moved your post in order for us to better focus on your concerns. I tried troubleshooting your system but was unable to identify your account. Please check your private messages in the top right-hand corner, as I have sent you more information pertaining to this issue. Thanks so much in advance.

       

       

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

        Aedan:

        I sent you a PM with my information.  

        In the meantime, I've noted a bit of slowing this evening although not quite as bad as last week.

        Here are my testmy download results:

        http://testmy.net/quickstats/CGilbert

        Speeds are down this evening from a high of 19 to a low of 3.43Mbps.

        Performing 25mb downloads from a hardwired Gigabit Ethernet connection.

        Ping times to Google are actually fairly steady at 624ms over a 90 packet test with a max time of 1014ms and no packet loss.