Forum Discussion
Ethernet cable slowing down connection
I did that yesterday, not very helpful. There were misunderstandings due to language barriers, and I got frustrated. All we accomplished was renaming the 2G and 5G networks. I recently upgraded to the next-gen Hughesnet and all the networks had the same name. I had already gone to the control panel and seen that (switched to 5G since my computer is in the same room as modem), but I didn't realize I could or had to rename them. The install tech didn't mention that.
I was having trouble getting tech support to understand that I wanted to troubleshoot the ethernet connection, possibly check advanced settings. The agent kept focusing on other things like my phone and other devices on the network (none were connected, on purpose). The call was disconnected several times and I gave up. I'll have to try later when I have time.
I hope that maybe Damian or Remy see your post and get involved in the case. They may have ideas about what to do next, or whether your case needs to be escalated, or something.
I didn't know we had to rename the two channels...Not sure why that would be necessary, either.
I think the phone techs may have to go through a fixed protocol, but yes, it's very frustrating when this happens. Hopefully you'll get help from the HN reps on this site and your issue will be resolved quickly.
Yes, very frustrating, especially when my ability to work remotely depends on it. I am required to work on that Dell laptop (something else I was trying to explain that didn't seem to get across). The laptop has VPN installed that I HAVE to use to access the platforms I work in. Internet requirements are at least 25 Mbps download and 5 upload, and I cannot work in a library, cafe, etc., on a shared network.
The ethernet issue is related to a general issue, which is that upload speeds are still pretty dang slow. I also tried to explain--or stress, actually in various terms--to the rep who helped me upgrade that I needed a minimum speed of 5 Mbps upload. She said that it did. I kept saying "it needs to be a minimum, at least, no less than." Yes, yes, yes, ok...
I don't understand because the download speed is significantly faster, but I'm below 5, sometimes above (about 6.5 the fastest so far) on upload. Meanwhile average upload speeds in my city are about 20 Mbps. Yesterday, I did a download test and got 2.1 (wth?!?) Just now it's 91.6 download but only 3.7 upload.
The ethernet seems to have a negligible effect, disappointingly. I thought the solution was that I needed to upgrade the cable from 5e to 6 or higher, so a rushed to buy one.
I_Andrade,
Thanks for reaching out! Having slower speeds via an ethernet connection is odd, and understandably frustrating. Previous call notes do not mention an ethernet-connected speed issue. Did the agent attempt to address this, and did you discuss it with them?
In regards to the upload speeds, Hughesnet plans offer upload speeds of up to 5mbps, We unfortunately cannot guarantee a constant speed of 5mbps upload. Do you remember when you spoke with an agent that stated this?
Thanks,
Remy
Hi, thanks for responding. The initial contact where I upgraded the service was 9/11 or 9/12. I recall emphasizing that point about minimum upload speed repeatedly because it didn't seem like the agent was understanding me and, as I mentioned, it is important. I upgraded the service solely for this remote work contract.
On the second contact when I called about the ethernet, the first thing I mentioned was an ethernet connectivity issue (i.e., slow connection, upgraded to Cat 6 to no effect), so if it wasn't in the call notes, then somehow that point didn't get across. The agent immediately began walking me through steps to check the basic connection, which is how I ended up renaming the networks. After hanging up in frustration with that person, I tried to check settings that might somehow be affecting the ethernet connection and didn't see anything.
I am careful to disconnect all other devices from the network while I'm using the Dell laptop for work. The last speed test on that laptop (ethernet connected) I did before starting work yesterday, the upload was 5.6 Mbps. The Cat 6 cable works, but it doesn't help with speed much, not sure about overall stability of the connection vs. WIFI. If that speed could just be stable at or above 5, all would be okay.
So far, I've been able to complete all tasks but with some hiccups and delays. Once I got disconnected from the VPN and had to close everything and start over. Fortunately, recoveries haven't caused too much delay that would be noticed. The uncertainty is stressful though.
