Speed issues, can't stay on chat for Help

They were updated prior to our last trip - I can do again that but won't matter until I am back down there.  The reality is that the speed test results are what they are - what needs to be done about that?  If you look at the logs they were consistently slow the entire history (wifi or ehternet connection).

I'll add - it's not just the streaming. It's every onlne DL function - on every device.  File downloads, browsing, etc.  ULs are fine.

I'll (also) add, there is another odd thing going on.  My MTD usage is staying at zero - even though my month began on 10/22.

Hi broncat,

Thanks for the additional info. Looking forward to the screenshots and hearing how it goes after your apps and devices are all updated.

Your cooperation and patience are appreciated.

-Liz

It's to your benefit to do the troubleshooting that the reps ask you to do. You want solutions and they want to find solutions, but they need your cooperation. They can't improve things if you won't troubleshoot. 

I understand your frustration and sympathise with your situation -- still, the reality is, you need to follow their troubleshooting steps if you want to at least have a chance at service improvement. They're not asking you to update your apps and do other things because they're bored and want to mess with you; they're asking you to do these things to help them figure out what's going on -- they don't live with you, so they need you to do troubleshooting, especially since your equipment is running as expected (state code 0.0.0); this indicates there is a problem on your side. Takes a while to do the detective work to figure out what's going on. 

If you're not willing to follow their instructions, that's your right, of course, but since their tech support depends on your following their instructions, you're painting yourself into a corner here and you're getting stuck.  Your other option, of course, is to find alternative services, if they are available in your area. 

Hi bronccat,

It's ok to be frustrated, I understand.

Our diagnostics show the HughesNet equipment is functioning normally. However, we don't know the details of the devices and apps you're using to stream, which may be affecting your internet performance. You may see a difference if you stream on updated apps and devices. Without the ability to troubleshoot further with you, the root cause will remain unknown.

-Liz

bronccat 

If I may, the reps here ask for things for a reason, but they aren't going to twist your arm for you to provide what was asked.  They don't give "busywork".  They have no reason to.  They aren't trying to tie you up with work while they look for a solution, as again, they don't have to.  They're trying to word toward a solution, but they need the information asked for in order to do so.  It may not seem logical why they ask for something, but what they ask for they need.  

With this said, I'm sure that with you not being at the service location all the time, Liz knows this is going to take longer than it normally would to troubleshoot and find a solution, but refusing to do what it asked because it doesn't seem necessary is definitely not going to help the situation.

Good luck.

Thank you bronccat, I got your screenshot.

I get what you're saying, I'm only asking you to update your streaming apps because you brought up streaming as a concern so we're working on that.

If you would rather we focus on general browsing or downloading files, we can, I just need details on that as well. These are the sort of questions that engineering asks me; we focus on the online activities because on our end the diagnostics and our tests show we're delivering more than the usual plan speeds to the modem. We look at TestMy.Net results to see if it matches up with our results and if they don't it indicates where we should focus our efforts. 

Hope that clears things up.

-Liz

NM

Liz THANK YOU!!!!

Yes, let's focus on why the Speed results are what they are.  If that gets fixed, all else will follow.

No worries. Ok so we're doing process of elimination, so I suggest we focus on a device that can be connected via ethernet cable to the HughesNet modem and turn off wifi on the modem for the duration of testing. We want to make sure that device is the only thing using the internet while troubleshooting.

Examples of the sluggish sites you frequent would be helpful. Might as well also let us know what file(s) you're trying to download if you like.

Please let me know how long it takes for a site to load. If also testing downloading a file, time that as well. There's a tool GabeU used that times page loading, but I don't recall so using the stopwatch on your phone will suffice.

Please also provide the device details (model and software version) as well as which browser and browser version you're using. Of course if either of those need updating, I recommend doing that before testing.

  Your cooperation, patience, and understanding are much appreciated.

Thanks,

Liz

The Chrome app GabeU mentioned was PageLoad times. 

Thanks - DL files is the clearest example.  Glasswire download (48mb) took just over 8 minutes when I installed it before we left (notes lol).

Firefox 82.0.2

Laptop

OK great, also when was this download completed? Are there other downloads/sites which are loading slowly?

-Liz

10/25.  Every DL has been painful.  I had several page loads simply time out on my phone (like Redbox).

Sent 11mb file on 10/22 - took 2 minutes

And this was even when the laptop was isolated? Which sites time out on the laptop (let's focus on that device)? How long does it take before the timeout error appears?

Moving forward I'm going on the assumption this is in your Firefox browser on your isolated laptop running Win 10, so for any data provided, please be sure it was gathered in those same circumstances. If there are other connected devices, delivered speeds are shared amongst them all.

-Liz

The email was before, file DL was after. 
Page load issue was more prevalent on phone, I only encountered similar on Laptop using FB.  I generally don't do much leisure on Laptop.

Also from notes, 10/25 6mb file took a bit over a minute to send.

I'll still consider how the 48MB file took ~8 mins to download on an isolated laptop, but instead of troubleshooting that further, we can focus on a single phone if that's where you're frequently seeing issues. If you want to go that route, please let me know its details:

Which version of Android?

Which browser and version?

How long it takes to load a page on that phone?

Let me know on which network that device is connected (2.4 GHz or 5GHz)

As always, when testing a device, please isolate it. When testing a wifi device, ensure all other wifi devices have their wifi turned off. 

It would be easier to disable the wifi network that's not being used by the test device.

If possible, test when a few feet away from the HughesNet modem. 

If using the 2.4GHz network, please note any other appliances in the house (garage door opener, baby monitor, cordless phone, etc). Even though they don't connect to your wifi network, they still also use the 2.4GHz frequency and may have an effect.

-Liz