Forum Discussion
Speed issues, can't stay on chat for Help
Hi bronccat,
Thank you for this information. I also noticed on your account that you've reached out to our corporate office, so yes, one of our corporate representatives will be in contact with you to address your concerns. I've shared this thread with him so that he has more details on the troubleshooting attempted thus far. I'll go ahead and close out this thread, as I'm sure our rep will provide you with a resolution.
Thank you for your cooperation and understanding.
-Liz
Are you still in your first 20 days as a customer?
The reason I ask this is that I wonder if what may be going on is that one or more of your connected devices are continually sapping your bandwidth. If they were still connected while you were testing, and they were sapping bandwidth, it would most definitely affect your speed. And, with the first 20 days being a time of continual data replenishment, you may never know that something on your network is using huge amounts of data.
What devices do you have connected? The reason I ask is that some devices can use inordinate amounts of data. Just in case, you can see your currently connected and currently disconnected devices on this modem page. The disconnected devices are those that were connected, but are no longer, or at least not at present, since the last time the modem was plugged in.
After saying I used 2.1 - said I had 19.7 of 20 available? Hmmm
I am waiting for USB to Ethernet so I brought home another router today to see if the wifi was better - it was the same, or worse.
I'll test at modem tomorrow with wifi off and other router unplugged.
- Here are my results FWIW. All on wifi - from my phone and laptop.
https://testmy.net/quickstats/Bronccat - I'll add, performance wise it's been this way since day one - although I just this week starting speed testing. The moment it was testing at 20, it was obviously faster.
Good news is I am already used to Throttle down speeds - or worse lmao Ouch. Your upload speeds are acceptable, but your download speeds are awful. Let's see what happens with the direct connection.
bronccat wrote:
Here are my results FWIW. All on wifi - from my phone and laptop.
https://testmy.net/quickstats/Bronccat- Exactly. The UL has been better than expected all the while. I'll take those UL speeds all day.
If you're trying to reconcile what it shows on the daily parts of the monthly usage graph with what your total usage is showing, it may very well be off. A month or so back a few of us noticed that the monthly graphs weren't reporting data usage properly on their breakdowns. HughesNet is aware of the issue and it's been escalated to the engineers.
The total usage still appears to be correct, however, as in the data level "donuts", with the "X used of X in your plan" and the percentage used indicator, but the monthly breakdown is being goofy. I just noticed on my monthly usage graph that the dates aren't even correct now for my data cycle.
It's the Gremlins I tell ya, Gremlins!!! Just kidding, and just a little levity for what is no doubt a bit frustrating. 🙁
- Lol, I WON'T get water on the modem ;-)
What's been the most frustrating has been their inability to communicate logically. They keep sending me back to phone and chat that won't work with the current DL and that resolves nothing.
Finally, someone emailed today and basically said that the people answering emails aren't equipped to deal with this. Only chat / call people.
bronccat wrote:
Here are my results FWIW. All on wifi - from my phone and laptop.
https://testmy.net/quickstats/BronccatThere is a LAN Speed Test. This test may not be useful for the HughesNet engineers and techs, but I guess if the wired hook up is not available for a bit, then at least you can run a speed test between the HT2000W and your computer without passing data over the satellite or Internet to see if there are locations in your place where WiFi performance is bad or good due to something? At least it will give an idea how well the WiFi is working even if it does not tell you anything else...also this test does not count against your data as it does not go over the satellite, so you can test away! You may have seen this already, but I thought I would mention it.
It is on this screen under General on the left:If you have Windows, you can watch the Task Manager for fun -- if you see the graph looks like a fork or has drops, it may indicate something else talking on the frequency the WiFi is using. In this screen shot I ran the LAN test twice:
*This seemed to fail posting the first time, maybe it will post now that I waited a few minutes.
Link for the LAN Speed Test mentioned above...
http://192.168.0.1/limited.html#!/general/lan_speed
As soon as you click the test link it will run and test the modem/device throughput for that particular device.
- On my phone, both routers we around 40 mbps on 2g and 85 to 160 on 5g
- Yes, I added a Netgear AC1200 to test that wifi vs the base unit. Same results. Range is much better but same issues.
Just a thought:
If you're able to use 802.11ac you'll vastly increase lan speed via wifi. By doing so you're increasing the capacity and throughput the router can handle so things don't get locally congested if there are multiple devices active on the system.
That's just for wifi though. You get max throughput using a LAN cable regardless, which is why you want to speed test that way (and with wifi disabled) - it isolates the wifi protocol (as well as strength) out of the equation.
- I'm still at 675kb $&#*@(
Any reason I shouldn't try a factory reset on the modem?
I'm driving to town tomorrow to curse tech support over the phone (no apologies here lmao)
bronccat wrote:
I'm still at675kbb $&#*@(
Any reason I shouldn't try a factory reset on the modem?Yes. A factory reset should only be done for specific reasons and only under the instruction of a HughesNet rep. This is for various reasons, the most important of which is that a reset performed improperly or in the wrong instance can cause more harm than good.
The reps will be back on Monday. Hopefully your adapter will be in soon and you can get a few directly connected speed tests in to start getting the help you need from them. Make sure that when you've run the tests you indicate so so that they can start their troubleshooting.
- Thanks. So they don't work weekends? Great!
I leave here Monday morning. I guess I'll call from home and get some ideas. They have got to master email support or something. No way voip is working at these speeds. - I hope starlink is for real and available soon. I can't even type real time lmao - there's a delay in the characters appearing
No, sorry, they don't work on the weekends. They're on M-F from approximately 9AM to 6PM EST.
With regard to the typing issue, though separate from the current topic at hand, try restarting your device. Problems like this are normally related to the device or something on it, and it can very often be fixed by restarting that device. Only when it's a remote type fill, like with the online free version of Microsoft Word, does it tend to be related to the internet service.
Began ethernet testing, 25mb, wifi off. Results are the same. Plan to test every 2 hours today.
I DM Liz as I am not sure how to get her attention?
They do not respond to unsolicited PMs.
What she is probably waiting for is for you to run the required tests the required way. Right now, the file sizes are incorrect; they need to be 25MB for download tests and 4MB for upload tests.
A rep will reply on this thread, not via PM.
EDIT:
- Your results URL is https://testmy.net/quickstats/Bronccat
- The reps here work M-F, approximately 9-6.
- Don't expect a reply until you have run the tests the right way, as explained here. You may want to focus your efforts on getting the troubleshooting and testing right.
- For immediate responses, there's chat and phone customer service, but you've been through that and it hasn't worked for you, so stay here, run the tests the way they're supposed to, and wait for a response, which may be next week if you've done the required testing as required.
bronccat wrote:
I DM Liz as I am not sure how to get her attention?
If your tests are being automatically backed down to a size smaller than 25MB, then you may need to check the option for 'No Forward' to keep the test size at 25MB. This is an image GabeU posted a bit back for someone else.
I am not sure if you are using the automatic testing or not, but you want the 25MB size for the download tests.
Right, as stated above I started running the ethernet test and will do se every 2 or 3 hours. 25 mb down (first was at 1130) and 4 Up.
My question is - and not to be a smart**bleep** - but how will she magically know that I have run the tests "correctly" and know I am now worthy of a response?
OK, maybe I'm being a little smart**bleep**ed.
She will know because she will check the URL to your results list. And because she's an all powerful, all seeing entity. Or a magical pixie. HN neither confirms nor denies.
bronccat wrote:My question is - and not to be a smart**bleep** - but how will she magically know that I have run the tests "correctly" and know I am now worthy of a response?
OK, maybe I'm being a little smart**bleep**ed.
You can use that '@' sign like you did for me to notify folks -- also, she will probably check this thread this thread again on Monday.
I think maratsade just responding about the smaller tests that were recent, so I was not sure if maybe testmy was backing your size down. I think she will have what she wants with a good batch of these tests.
edit: I see maratsade responded before I was done typing....
