Forum Discussion

Danny89's avatar
Danny89
Junior
4 years ago

Severe speed issues, is there an issue at Hughes?

Since the morning of August 11th, ive been having severe speed issues. I barely get more than 20kbs when downloading, im having a lot of trouble loading anything on Facebook, cant use Youtube, so forth for so on. The last speed test ive done using the speed test on this site says my download speed was 0.35, and upload was 2.36. Im out of data in the day time, but ive still got about 3GB of night time data, as in, as I post this. I was barely able to get to this website

Ive rebooted my modem several times from the control panel, and ive unplugged it, let it sit for 10 minutes, and replugged. No improvement. My signal strength is 105 as I post this, there are no weather issues in my area, and my modem is looking perfectly fine, as in, no strange lights or anything

Furthermore, on the morning of the 13th after about 10AM, it picked up speed and ran at normal speeds. Having the same issues on another computer thats directly plugged into the modem. I havent tried using other online devices to check it though!

So is there maintence or issues at Hughes?

Thanks for your time! Hope this can be fixed, this is barely better than dial up right now

Edit: https://testmy.net/quickstats/DanKaiser

Heres my speed stats, im doing further testing! At this point, as suggested, ive stopped doing the testing since im in FAP condition, and with the 25MB size, its not even downloading. Speeds are at 40kB/s, and theres a lot of issues connecting. Still no obvious issues with my modem, and the speeds are the same using wifi or a wired ethernet connection, and ive tested on multiple devices and multiple browsers. The issue started sometime last week, and was fairly transitory, but became worse. On Saturday morning, when I made this topic, it fixed itself until 4AM Monday morning, after a storm rolled through. My current state code as of this edit is 24.1.1, but I had data during the beginning of the slowness issues so that should not be the issue. Hope we get some investigation going soon!

Performance
Severe speed issues
  • Liz's avatar
    Liz
    4 years ago

    Thanks for the update, Danny89. There are times when heavy traffic demands will slow down your browsing performance but our network engineers are continually assessing service performance metrics and adjusting parameters to accommodate the increasing demand for internet bandwidth. 

     

    -Liz

  • Liz's avatar
    Liz
    Moderator
    4 years ago

    Hi Danny89,

     

    Thanks for posting and working with the community regarding your speed concerns. As maratsade mentioned, trying to run speed tests while subject to the Fair Access Policy won't be useful. So, I've sent you a data token to use at your convenience and run tests then. I also ran diagnostics on your site and aside from being out of data, the HughesNet equipment is working normally. 

     

    I understand that you noticed slow performance even on another PC directly plugged in, but just wanted to point out that this "HP709499" device that's on the 2.4 GHz network only has a fair signal strength. I suggest moving it closer to the modem or even directly connecting it to the modem. 

     

    Let me know once you've run some new tests after using the data token so I can check them out on your TMN profile. Thank you!

     

    -Liz

    • Danny89's avatar
      Danny89
      Junior
      4 years ago

      Thanks! I'll begin testing soon! Just got online

      That device is a printer on the far end of my house, shouldnt be of much trouble

      Edit: As of right now, with a short burst of tests at 25MB, its running perfectly fine. I'll keep it up over the night and morning to see if its ok!

      Edit 2: Its holding very good speeds while I have data. Need to keep a watch on it for a couple of days, but either the throttle was being very cruel to me compared to usual, or the Modem needed to be contacted. Hopefully it'll stay up and when I run out of the token data, run like it should when throttled normally. That ultra slow speed was very close to not having internet at all!

      • Liz's avatar
        Liz
        Moderator
        4 years ago

        Gotcha! Good to hear that things are running speedily again on token data. It just can be tricky on reduced speeds since speeds (reduced or not) can and will fluctuate. I usually see speeds fluctuate by 2-3 Mbps, but I've also seen changes of over 10Mbps. So when your speeds are reduced and have already a small range to work in, seems to me to be a challenge to consistently stay on the higher end. Especially if you have multple devices on the network; imagine splitting up 2 Mbps across 3+ devices.

         

        -Liz

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

    Go to the modem's page (http://192.168.0.1/#!/home/status) and post what the number next to State Code is, especially at times when the speed is so slow  That will provide some information about what may be going on. 

     

    You will also need to post the URL to your My Results page from Testmy.net. 

    • Danny89's avatar
      Danny89
      Junior
      4 years ago

      As of now, my speeds are normal, that started at 6AM

      My state code was either FAP Condition or Fully Operational, the whole time. Its been 0.0.0 Fully Operational since 2AM, even when I was unable to load a webpage, and if I attempted to download my game from Steam, it would hold at less than 20KBs(At 6AM when it came back to normal speeds, it went up to 900kbs and even peaked at 2.5MBs!)

      I'll post the speeds from TestMy if the problem starts again. Hopefully it won't, but it did this yesterday where in the morning it suddenly fixed itself..and then by night it was extremely slow to the point of not being usable, which is what makes me think theres some other issue. Oh, and I checked further devices, and they all reported the extremely slow speeds during the...slow time

      Im having flashbacks to when i was on dial up

      Edit: Getting some baseline from TestMy if needed!

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

        Danny89 

         

        Make sure that if/when you run the tests at testmy you follow the troubleshooting protocol.  Just in case, the full instructions 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 a batch of 3-5 tests during different parts of the day, then share your testmy.net "My Results" page URL with us here. A batch each in the morning, afternoon and evening is the most ideal, but the reps are well aware that not everyone can do this, so please just run a batch when you can.

        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)
        -disable the WiFi in the HT2000W modem while the speed tests are being performed
        -the testing device should be the ONLY device connected to the HughesNet modem while testing
        -use the manual 25MB size download test file
        -if testing upload instead of download, use the manual 4MB size upload test file
        -space each test in the batch 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 see this site.

        The Reps are on M-F from approximately 9AM to 6PM EST. They will be the ones to address your speed issues, but they will need these tests to do so.

        If you don't know how to disable the WiFi in the HT2000W modem, please see "How do I manage my built-in WiFi modem?" in this PDF. Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).