Forum Discussion
Two Months of Slow Speed, Even After Gen 5 Upgrade
I've been experiencing close to dial up speeds for almost two months. My slow speed issue started around the middle of November, 2017. I was on the Gen 4 plan at the time. I had been on the plan for ...
Good morning Colby,
Engineering has an update planned for your gateway tonight which should address the intermittent connectivity you're seeing. To be safe, please power cycle the HughesNet modem before you use the internet tomorrow. To power cycle the modem, unplug the power cable from its power brick and replug after 30 seconds. Allow some time for the modem to recover before attempting to browse. Please let me know if the disconnects go away after this.
Good morning Colby,
Thank you for this update, glad to hear about the improved speeds, but we definitely want to look into this intermittent connectivity. I'll run new diagnostics to to be sure everything else is ok. We'll post back once we have any updates for you.
Your patience and understanding are much appreciated.
Liz, thanks. I've ran several speed tests and my upload speed seems slow. I know upload is advertised as up to 3mpbs, but my upload is around 600 kbps. I'm not an expert on this by any means, but it seems like this should be higher. I was previously told by tech support that "upload is not that important", but seems like it could be a problem when I'm playing the simple, turn based card game. Which like I mentioned before, is my primary use of the internet. I had no issue with this for several years on the gen4 plan, so something is up after switching to gen5.
I know you're busy, but thought this information may be helpful.
Thanks,
Colby
Liz,
I wanted to provide an update on my issues. My connection drops seem to be getting worse over the past several days. I've ran a bunch of connectivity tests and I'm getting packet loss and "limited connectivity to the gateway" on a regular basis. I can run a test, no packet loss, 30 seconds later, 10-20% packet loss. I can run 10 connectivity tests within a few minutes and am consistently showing packet loss. This happens most of the evening.. This happens when there is clear weather outside. This makes attempting to use the internet very difficult and frustrating. I'm really hoping you can help me out with this issue because I don't know any other way of resolving this. I can't call customer service because that has not helped in the past. It will most likely be escalated and I will most likely never hear back from them, delaying this being resolved.
Thanks for any help you can provide.
Liz,
Any updates on this? All throughout the day, even on days with good weather, constant "limited connectivity to the gateway" and packet loss. This happens on wifi and directly plugged in. Nothing is blocking the dish and everything is connected tightly.
I know you guys are busy dealing with issues of other customers, but this has been going on for far too long. I haven't had a reliable connection in months. Yes, the speeds are back up to acceptable levels, but I am constantly disconnecting.
I hope someone can provide an update soon.
Thanks,
Colby
Hi Colby,
Thank you for your updates, I do apologize for the delay. I've pinged engineering and included some new updates. I ran diagnostics on your site and also see the packet loss, so I've included that while reaching out to the engineers. 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.
Your cooperation, patience, and understanding are much appreciated.
Good morning Colby,
Engineering has an update planned for your gateway tonight which should address the intermittent connectivity you're seeing. To be safe, please power cycle the HughesNet modem before you use the internet tomorrow. To power cycle the modem, unplug the power cable from its power brick and replug after 30 seconds. Allow some time for the modem to recover before attempting to browse. Please let me know if the disconnects go away after this.
Sorry for the delay. It was raining for the first couple of days after the update, so I couldn't tell if it fixed my issue. Anyway, so far it appears that my issue is resolved. I haven't had any random disconnects for the past several days.
Thanks for all of the help! I really appreciate it!
Good morning Colby, no worries, I appreciate you making sure before giving this update. Glad to hear this! If you have any other concerns, don't hesitate to post in the community again.
