Forum Discussion

macsociety's avatar
macsociety
Advanced Tutor
8 years ago

New Gen 5 owner in Northern California (slow as molasses)

Hi, new Gen 5 owner in Northern Calfornia, near Sacramento up in the foothills.  Service installed yesterday.  Slow very slow speeds.  Called tech support at Hughes today and they said they will escalate the call to engineering which means another 2 to 3 business days before I get help.

 

Kind of stinks since it was just installed yesterday.

 

Anyway, last speed test I ran was 1.1Mbps down.  Sheesh.  

 

Went through over an hour call with Hughes today running tests and such just to prove I am getting slow speeds.  Then told have to wait until next week to get it looked at.

 

http://testmy.net/stats/?&t=u&d=09292017&x=2&l=25&q=macsociety

 

In case this can help....  I am pointed at:

Satellite NameEchoStar-19-NAD

Gateway ID8

Beam ID55

Outroute ID7

 

Thanks for the ear.

 

Thomas

california
Gen5
Performance
slow
  • macsociety's avatar
    macsociety
    7 years ago

    My repoint to ES17 is done.  Promising for sure.

     

    As speeds can always go up and down on a whim, I will ride this for a week ro two before I say it is fixed for sure but apepars we should be good to go.

     

    Before the installer came over I had a about 1Mbps down.... and after, they are 24 and 17Mbps so far.

     

    What appears to have suffered in the switch back to ES17 is uploads so far.  I was getting better 2Mbps before the installer came over and now getting between 800K and 1Mbps.  I can live with that.  ;-)  

     

    So... so far so good.  Thanks Hughes for getting things back on track.  

     

    https://testmy.net/quickstats/macsociety

     

    TJ

  • Liz's avatar
    Liz
    Moderator
    7 years ago

    Hi macsociety,

     

    Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

     

  • ww5's avatar
    ww5
    New Poster
    7 years ago

    I have read throught this entire community forum posting and determined that I have a situation very similar to that posted by macsociety: IP Gateway IPGIL055HNSIGW0103, beam 55. My receive signal strength, just checked, is 113, connection to gateway test passed, and the gateway weather conditions (in Gilroy, AZ are clear and sunny).  My service was first connected a few weeks ago and has only worked well on ONE single day.  I have been averaging a download speed of less than 500 kbps and usually less than 200 kbps.  Today, Christmas, I am receiving less than 100 kbps! It is barely usuable and I can barely post this.  Sigh....

     

    url=https://testmy.net/db/rMKgI5AQJ][img]https://testmy.net/rMKgI5AQJ.png[/img][/url]

     

    HughesNet: Will this problem ever be corrected?  Is it even possible to correct the problem?  Please pass my information on to the HN engineering team.  I hate having to pay for something that does not work and don't want to have to cancel the service, so long as I have assurances that the problem can be corrected.

    • ww5's avatar
      ww5
      New Poster
      7 years ago

      Here is a typical test result for a 25MB random data download (the size recommended by HughesNet):

       

      This is terrible, especially when you consider that HuhgesNet has a massive advertising campaign, advertising 25 Mbps download speeds!  It is like advertising the sale of a car as being capable of accelerating from 0-60 mph in 3 seconds, but only finding out later that the car can really only accelerate from 0-60 mph in 600 seconds!  At least one can test drive a car before buying it.  In the case of HughesNet, one has to purchase the service first, in other words, before even knowing that in actuality the 25 Mbps download speed is not really possible.  Then, to add insult to injury, HughesNet charges a $1,000 early termination fee when customers are unsatisfied and cancel the service for it not living up to the expectations promoted in the HughesNet advertisements. Unbelievable! 

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

        ww5

         

        If your ETF is around $1000, that means that are a business account customer, as residential accounts don't have an ETF that is nearly $1000.  

         

        Because this Community is mainly for residential customers, you should call 800-347-3272 for business account assistance if, in fact, you are a business customer.  

         

  • ghacker's avatar
    ghacker
    New Member
    8 years ago

    I appear to be in the same boat.  I previously had Mediacom and had exceptional speeds both download and upload.  Their problem was that they just kept losing service so I had no internet.  I enlisted with HughesNet Gen5 and had had horrible upload times, many in the 1-300 K range. Talk about slow.  Their general support was a joke.  Hard to understand, could not relate to my problem, hung up on me several times, had to 'insist' on talking to a manager supervisor several times before they would transfer me.  I finally called the home office and got an agent who would at least listen to me.  They sent an agent and redirected my antenna to a different satellite which improved my upload response to avg about 1.5G.  Not the best but better than the .7K I was getting.  

    I was asked to take a survey, which I did, but the allowed responses to some questions were not applicable to what I experienced as to reflect what I wanted to expose.  A waste of time

    I hope you have a better ending result as I still have problems and apparently not much recourse with Hughesnet

    • macsociety's avatar
      macsociety
      Advanced Tutor
      8 years ago

      Reboot of my modem again and speeds improved to better FAP speeds during the day like I had had.  As of 12PM now getting about 1.25Mbps down.... with a nice 2Mbps up.  

       

      Odd as heck how it bounces around like that.  I had noticed I was on gatewat 102... now 104.  Maybe that is a partial reason after the reboot.

       

      TJ

      • Liz's avatar
        Liz
        Moderator
        8 years ago

        Hi TJ,

         

        Thanks for this update. Haven't gotten any useful updates lately but once we do, I'll let you know.

         

        Your patience and understanding are much appreciated.

         

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

    Shhhh.  Don't jinx it.  :p 

  • alv7722's avatar
    alv7722
    Freshman
    8 years ago

    I just had installation today. Am getting speeds of .16-.34mps. Had to reinstall my crappy Century Link DSL to be able to use internet. "support" just had me run speed tests on testmy.net, said they would call back in 1-3 business days!!  I now suspect the people are crooks, and want my payment back.  Will put amount in dispute with my CC company. Discover has been pretty good on reversing charges when "nothing of value" has been delivered!!

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

      alv7722

       

      If you would like to utilize this support site to address your speed issues, please create a new topic in the Tech Support section.  

      • alv7722's avatar
        alv7722
        Freshman
        8 years ago

        Been on the phone with "tech support". They claimed they will "call me back" within 1-3 business days!  Reading this thread, I suspect they do not have a fix. Also been on the phone with acct mngmt, they claim there is no way to get my $430 payment back and will be charged an add'l $400 for cancelling 'service' I never received. If they took my money, knowing they could not provide the service, it would be called FRAUD!!  I am still open to someone with a brain calling me that they have a fix, but in the meantime, I have had to go back to my Century Link DSL, which I was soooooo looking forward to cancelling. 

  • beckyfairless33's avatar
    beckyfairless33
    Freshman
    8 years ago

    Me too. installed at the beginning of September and I have not ever been able to use the on demand feature offered with dish. So sorry I switched from cable.  I cant believe Im saying that.  I have been on the phone with dish and Hughesnet over a dozen times in six weeks and they keep telling me there is no problem.  Everything is working fine.  But I still cant watch video on demand.  The most recent Hughesnet employee told me the problem is with my television because its not connected wirelessly.  Really?  How could that even be a thing?

      • macsociety's avatar
        macsociety
        Advanced Tutor
        8 years ago

        Liz, thought I would report an oddity.

        So I reported yesterday was my 1st good day.  All seemed good today up until around 3ish.... felt all started slowing up.  Ran a test at 4:27 and was slow, down in the 2Mbps range.  Like past weeks.  So did a admin reset from 192.168.0.1 and ran another test.  Same slow 2Mbps range.  So pulled the plug on the modem, left unpowered for a couple minutes, rebooted all and tested again.  Was back to decent speeds.  Not sure how long it will hold but figured I would report this.  

         

        http://testmy.net/stats/?&t=u&l=25&z=74&q=macsociety

         

        TJ

  • needhelp's avatar
    needhelp
    Freshman
    8 years ago

    You and i are in the same boat........... same area/same problem.  Signed up on new Gen5  about 2 months ago. Worked fine for maybe 2 or 3 weeks then the bottom fell out.  I now get speeds likie .10Kbps/download  0/kbs upload.  Got the same run around with tech support.  Finallay got some answers about a week+ ago.  Are you ready for this -- having some kind of alingment (?) problem or problem with sat.  They are working on it. SAID THEY MAYBE HAVE IT FIXED IN A MONTH!!!  In the mean time you and i could walk faster and have a one on one chat with whoever we are trying deal with on the system.  I AM NOT HAPPY.!! By the way sometimes it works for a few minutes but still only around 1 to 4 Mbps. 

    • maratsade's avatar
      maratsade
      Distinguished Professor IV
      8 years ago

      There are issues with some of the beams.  They are working on them; give them a break.  If you would like someone to look at your specific issues, create your own thread. 

       

      needhelp wrote:

      You and i are in the same boat........... same area/same problem.  Signed up on new Gen5  about 2 months ago. Worked fine for maybe 2 or 3 weeks then the bottom fell out.  I now get speeds likie .10Kbps/download  0/kbs upload.  Got the same run around with tech support.  Finallay got some answers about a week+ ago.  Are you ready for this -- having some kind of alingment (?) problem or problem with sat.  They are working on it. SAID THEY MAYBE HAVE IT FIXED IN A MONTH!!!  In the mean time you and i could walk faster and have a one on one chat with whoever we are trying deal with on the system.  I AM NOT HAPPY.!! By the way sometimes it works for a few minutes but still only around 1 to 4 Mbps. 

       

      • macsociety's avatar
        macsociety
        Advanced Tutor
        8 years ago
        maratsade wrote:

        There are issues with some of the beams.  They are working on them; give them a break.  If you would like someone to look at your specific issues, create your own thread. 

         

         

        Yes, to those with issues, may be best you create your own thread.  Although each of us may have similar issues, they may level out for some while not the others, and I would like to close-out mine once I get a week or two of OK connections w/o the loss of speed at night, I woud like to close-out this thread.

         

        Plus I feel it is important to keep as level headed as possible and professional in statements and don't appreciate constant attacks on any party trying to help.  Remember I am also a customer and have experience poor connection from day 1 but it seems Hughes is trying to help and I have seen some changes since.  

         

        Guessing we may still see a few more ups and downs but in time all will settle down.

         

        Regards, TJ

  • brad_stihl's avatar
    brad_stihl
    Freshman
    8 years ago

    I hope you had better luck with someone getting back to you than i have from Engineering...been a weel with extremely slow internet,called Tech 3 times..ran upload/download test from Hughesnet sit,like you slow as molasses and i keep getting told someone from engineering will call. Spent ANOTHER hour on the phone with Tech just now and AGAIN someone will call...Hughesnet tech service is the worst.

    • timandjodi's avatar
      timandjodi
      Sophomore
      8 years ago

      12:50 am - 28Mbs

       

      A few hours earlier?  280 Kb

       

      So if I wanna use Hughesnet while I'm sleeping....I'm good to go.

      • Liz's avatar
        Liz
        Moderator
        8 years ago

        Hi beam 55 folks,

         

        Thank you for providing your speeds and feedback, please keep them coming so we can keep engineering informed. They confirmed that the work planned last Saturday was completed. Also, we've learned that two other network adjustments are slated for this Thursday, then the next Monday, Oct 16. The engineers did make clear that after these changes, there won't be an immediate improvement, so just keep checking in with us with your speeds and experiences. There's still another update down the line that should also help address your speed concerns, once we hear more about that, we'll let you know.

         

        Your cooperation, patience, and understanding are much appreciated.

         

  • ike0224's avatar
    ike0224
    Freshman
    8 years ago
    You are not the only one I have the same issues since 9-16-17. Every day I have ran Hughes net speed test and get very slow speeds. It is annoying promised speeds of 25 go to get .39. I am in the Placerville area and had a local company install my service I have called a couple times did all the test and was referred to the engineer dept. Don't hold your breath thinking they will rush to fix your issues. First time I was told I would be contacted that day iron for sure the next. A couple days later I called back and had to go through all the test again to even an advance tech to be referred to the engineers dept again. Well that was last Monday and I checked again last Friday to be told I should be contacted by 10-10-17. They track the speed test through the hughesnet speedtest so I suggest using that test. Good luck
    • timandjodi's avatar
      timandjodi
      Sophomore
      8 years ago

      ike0224 - 

       

      Also in Placerville, I'll likely be cancelling shortly unless something happens to bring it back to the way it was a few weeks ago.

       

      Just wanted to mention Verizon has a home internet/wifi service that uses their LTE signal and is an alternative option for us.  Assuming that you get a decent Verizon signal where you are at.  

      • macsociety's avatar
        macsociety
        Advanced Tutor
        8 years ago
        timandjodi wrote:

        ike0224 - 

         

        Also in Placerville, I'll likely be cancelling shortly unless something happens to bring it back to the way it was a few weeks ago.

         

        Just wanted to mention Verizon has a home internet/wifi service that uses their LTE signal and is an alternative option for us.  Assuming that you get a decent Verizon signal where you are at.  

        Tonight is pretty bad.  Wife and I can't even browser the web at the same time.  Nice holiday weekend and we can't chill out and enjoy the internet.  ;-(

         

        Last 25MB testmy.net failed to even complete and the one before that was 1.6Mbps.

         

        Unfortunately if Hughes did make adjustments, they appear to not have made a difference.  I just reset by modem again and no differences.  ;-(

         

        TJ