Forum Discussion

jc2's avatar
jc2
Sophomore
8 years ago

Gen 5 speeds are slowing down

When Gen 5 was first installed in April I was getting download speeds around 40Mbps. Now 3 months later it has slowed to 21 which is slower than the advertised 25. Called tech support and they said that was acceptable because it was still faster than 60 percent of 25 which is 15. As long as it's faster than 15 it is considered ok?! What are the speeds going to be like 2 years from now. Hope it's not going to be like Gen4 all over again. Is anyone else having this problem?
Performance
  • jc2's avatar
    jc2
    8 years ago
    Aedan,
    My HT2000W modem is back up to speed. In the morning during bonus data hours l ran a speed test and it was still slow. I re-enabled the 5.0 Ghz network that I had disabled during all of the testing and troubleshooting and as usual it didn't show up on my computer but did on my phone. So l connected to the 5.0 network on my phone and ran a download speed test of 42Mbps! So l switched back to 2.4 on my phone and ran in the 40s. Went back to my computer on 2.4 network and had a download speed of 43Mbps. So really all that was done was disable 5.0, re enable and connect to 5.0 and switch back to 2.4 . Maybe the upcoming firmware update will help. Thanks to everyone for their help and patience.
  • lothar0's avatar
    lothar0
    Freshman
    8 years ago

    I hope this reply will be seen by tech support. I am a brand new user and the download has NEVER worked correctly since installation. I've talked with tech support till blue in the face and while they have been very helpful, there is no solution. I thought a reboot from your end had fixed the problem but it really didn't. So here is my test runs URL http://testmy.net/quickstats/lothar0  It was performed before, during and after the tech support calls. Most of the tests are direct connect, nothing else connected and wifi disabled. I took great pains to eliminate every possibility to include runing some tests via phone (wifi), xbox diagnostics (direct) and laptop (direct and wifi). All the results were consistent in that the upload speeds are acceptable but the download speed vary all over the place. Another odd thing I noticed was an error msg saying this page does not exist but when I click on the link again it comes up. This to me sounds like a DNS pronlem. At any rate, the touble ticket numbers are 105366861 and 105377356. If you want to send a tech thats fine or send me a modem and I can try that. Whatever it takes please do it since this system is unacceptable as is and I will want it removed and any money refunded due to failure to perform. Please call if you have any questions.

    Thanks,

    Lothar

    • C0RR0SIVE's avatar
      C0RR0SIVE
      Associate Professor
      8 years ago

      lothar0

      After clicking the link you provided, it appears there are no test results, please make sure you run the tests while signed into your testmy.net account, and use the 25MB manual download test file if on Gen5.

      Also, please create a new topic by clicking HERE

      I suggest reading the following on how to perform the tests, taking note to use the 25MB test if on Gen5.
      Speedtest Instructions

      • lothar0's avatar
        lothar0
        Freshman
        8 years ago

        Thanks for the reply. I followed the instructions provided me by the support help desk. When I try to send the total test package TMN provides the URL i sent you. Simply click on database, search by user name and enter Lothar0. You will get all the test results under my name. Using the instructions you reference allows only the one time test to be provided. As per your instructions, I will start a new topic.

         

        Lothar

  • C0RR0SIVE's avatar
    C0RR0SIVE
    Associate Professor
    8 years ago

    To help the Hughesnet Customer Service Reps get a head start on your speed concerns, you should create a testmy.net account and perform 3-5 tests during different parts of the day. Then share the account results link with us here.

    Please keep in mind that Hughesnet will only accept testmy.net and the official Hughesnet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.

    Most important points to remember during this test:
    -do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)
    -use the 25MB size download test file ONLY

    -If testing upload instead of download, you must use a 4MB size upload test file
    -space each test at least 5 minutes apart
    -post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE

    For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

    The Reps are on M-F from approximately 8AM to 5PM Eastern. They will be the ones to address your speed issues, but they will need these tests to do so.

    • jc2's avatar
      jc2
      Sophomore
      8 years ago
      Thanks for answering my post. I will do what you explained but right now I am out of anytime data and have 11 days left in my data cycle (that is a whole other issue). Thanks again.
      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        8 years ago

        jc2

         

        I don't want to say either way, as I don't know what the reps would do in a situation where the speed isn't terribly low, but if they do want you to do the tests they will probably give you a token or two to cover the data needed for them.