Forum Discussion

richknox's avatar
richknox
Sophomore
6 years ago

Slow Internet Speeds on HughesNet

I am opening this thread because this is the 2nd time I have had this problem.  The first was in November 2016 and it took approximately 6 months to finally get someone to come to my house to try and fix it.  I am hoping that we can bypass all the talk back and forth and have someone come and fix my Internet.  Within the last 3 or 4 weeks my speeds have plummeted to near dial-up speeds.  This is also not a time when a lot of people are on the system because it is random throughout the day and night when checked.  The last time I ended up having a new modem installed and that seemed to finally fix my speeds but I think the support rep also treated the satellite aim and maybe even a piece on the receiving dish.  Thank you for your assistance.

Performance
  • Liz's avatar
    Liz
    6 years ago

    Hi richknox,

     

    I'm so happy to hear this! Thank you for coming back and updating us on the site visit. I appreciate your working with us so we can get this resolved for you.

     

  • richknox's avatar
    richknox
    6 years ago

    Again, I would like to thank all that helped correct my problem.  I have a 13.6 download and a 4.8 upload speed tonight. It appears that my problem has been solved. I will accept this as the solution and close this thread. Thank you very much. 

  • Liz's avatar
    Liz
    Moderator
    6 years ago

    Good morning richknox,

     

    Thank you for working with Gabe and running your speed tests.  After running and reviewing your latest site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Wednesday, May 29, 2019 between 08:00 AM-11:00 AM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. Please let us know how the site visit goes.

     

    • richknox's avatar
      richknox
      Sophomore
      6 years ago

      Liz and Gabe thank you for your help with my problem.  The installation technician came today and replaced the modem and the receiver thing on the dish.  I am back to speeds I expect which are in the 18-20+ range for download and 2.5 or so for upload.  I did not connect the laptop tonight but I am receiving these speeds through the modem WiFi. Y’all have been great helping with this situation and I thank you immensely for the assistance.  I am going to leave this thread open for a couple of more days before I accept the solution to make sure it continues to operate, as I am sure it will,  correctly.  Again, I appreciate your professionalism while taking care of my problem. 

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

        richknox 

         

        That's great news.  I'm glad it's back in working order.  It's always nice to have things working the way they should, especially when it's something we rely on more and more each day. 

         

        And I was happy to help.  For the most part, I've had pretty good service from HughesNet over the 14+ years I've had it, and when I've needed help or had questions I've been able to get it here.  I enjoy paying it forward and helping others to experience the same.  :) 

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

    richknox 

     

    If you have some speed test results from tests you've already run at testmy.net, please post the Results page link so that the reps can view them, as they will need to see some test results to get started.  If not, please perform some tests using the protocol listed below.

     

    --------------------------------------------------------------------------------

     

    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 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)
    -disable the WiFi while the speed tests are being performed
    -use the 12MB size download test file ONLY if on Gen4 Service Plan
    -use the 25MB size download test file ONLY if on Gen5 Service Plan
    -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 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 (due to being an older site, the stated test sizes are incorrect for Gen5 (please use the test sizes listed in the instructions above, in bold, for Gen5)).

    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.

    If you don't know how to disable the WiFi in the HT2000W, 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).

  • Liz's avatar
    Liz
    Moderator
    6 years ago

    Good morning richknox,

     

    Thanks for posting, could you please give me more details as to what you're experiencing? What were you having difficulty doing online?

     

    I made an adjustment to your modem and rebooted it. Please monitor your performance and let me know if you see improvements. If not, please follow the steps above from Gabe so we can evaluate your speeds test results.

     

      Your cooperation, patience, and understanding are much appreciated.

     

    • richknox's avatar
      richknox
      Sophomore
      6 years ago
      Liz,
      Thanks for helping me out. I have not had time to do any Speedtest work specifically as you requested. I have done a couple of quick tests on my iPad/iPhone and it seems to be a little better. I was running in the 0.68 range for download before and now I have seen it as high as 10 and as low as 1.16 mbps. It is hard for me to test it at anytime of except at night when the bulk of the users are on slowing it down. I will try to get some better information in the next 3-4 days. Again, thank you very much for your help.
    • richknox's avatar
      richknox
      Sophomore
      6 years ago

      Liz, I know this is not the perfect testing solution but it is how all of our devices are used - on the HughesNet modem WiFi. I am connected to the 2g WiFi this morning and at 5;30 am central my speeds were 1.06 and .86 download. Again I know this is not the preferred test but I do not have anything directly connected to the modem. No matter what it should be running at a much faster speed. Please give me some direction.  Thanks

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

        richknox 

         

        Do you have the ability to connect any of your devices to the modem via LAN cable?  If not, might you have a relative or friend that you could temporarily borrow a LAN cable connectible device from in order to test your base speed? 

         

        The reason that a direct connection is requested is because it's the most basic connection there is, as well as being direct.  WiFi can add other possible problems into the mix, which makes it more difficult to discern where the problem may lie, and what may be causing it.  It's sort of like tyring to determine the cause of screen artifacts while watching something, but watching it on a monitor that is connected to a camera that is viewing the TV that's connected to the Blu Ray player. You don't really know where the problem lies, as in the Blu Ray player, the TV, the camera recording it, the monitor you're viewing it on, or even a wrongly set option on any of those components.  That's not a perfect example, but I think it probably gives you an idea of what I mean. 

         

        I'm sure Liz will reply in regard to whether the WiFi results will be sufficient.