Forum Discussion

Hecubus's avatar
Hecubus
Freshman
7 years ago

Lower quality connection (HT1100)

For about 6 months video streams slower or buffers and web pages are slow. It's roughly half speed compared to normal. I've tried everything so some maintenance on HughesNet's end is required. Thanks...
Performance
  • GabeU's avatar
    GabeU
    7 years ago

    Hi Hecubus,

     

    In order for the reps to be able to help with speed issues they will need some speed tests to be performed.  Though they can see certain things from their end, they can't see everything you can, and the test results will not only give them an idea of your speeds, but also what could be causing the issue.  The protocol for the speed tests are as follows...

     

     

    To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform 3-5 tests during different parts of the day, then share the account results link with us here.

    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 manual 12MB size download test file 
    -If testing upload instead of download, please use the manual 4MB size upload test file
    -space each test at least 5 minutes apart
    -post your testmy results URL here, it may look something like http://testmy.net/quickstats/yourusername

    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.

  • Hecubus's avatar
    Hecubus
    7 years ago

    Well I think they did use "the little man" ie wizard to get me to relay numbers. I wonder if it's cultural or if they weren't supposed to call it a wizard. I'll call it solved since weather is an issue now and I'm too busy with work. I meant no disrespect to online reps. I've just never had a complicated issue to fix. 

GabeU's avatar
GabeU
Distinguished Professor IV

Hi Hecubus,

 

In order for the reps to be able to help with speed issues they will need some speed tests to be performed.  Though they can see certain things from their end, they can't see everything you can, and the test results will not only give them an idea of your speeds, but also what could be causing the issue.  The protocol for the speed tests are as follows...

 

 

To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform 3-5 tests during different parts of the day, then share the account results link with us here.

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 manual 12MB size download test file 
-If testing upload instead of download, please use the manual 4MB size upload test file
-space each test at least 5 minutes apart
-post your testmy results URL here, it may look something like http://testmy.net/quickstats/yourusername

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.

Hecubus's avatar
Hecubus
Freshman
7 years ago

Wow, I'm guessing calling is similar. Old HughesNet was far simpler..I don't have a good PC to test. Considering the day calling will be better. Getting a new phone line is costly but DSL is way less trouble. If calling doesn't help anyway. 

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    7 years ago

    Well, you're certainly free to call if you like.   Their number is 866-347-3292.  BTW, "old HughesNet" required speed testing for speed issues, as well.  

     

    They may still run remote diagnostics on your HughesNet equipment to see if anything is amiss.  Make sure to leave your HughesNet modem plugged in so that they can do so (which may not be until Monday).  

     

    As intimated in the previous post, the reps aren't normally on during the weekends, so it's likely you will not hear anything from them until at least Monday.  

     

     

    • Hecubus's avatar
      Hecubus
      Freshman
      7 years ago

      They mentioned speedtests but they never actually needed them. 

      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        7 years ago
        Hecubus wrote:

        They mentioned speedtests but they never actually needed them. 

        The only time speed tests were not required was when phone reps could quickly/easily see a specific problem with HughesNet equipment or the system.  The vast majority of the time this was not the case, and speed tests were required, as were "responsiveness" tests, for a time.  

         

        As stated, you're free to call them, or you can wait until Monday to see if they can see anything amiss with the equipment or system.  If not, they'll require speed tests.