Last night DL was consistently under 1 mbps, up was 2.5 to 4 This morning, DL has ranged from sub 1 to 10. I have been on 4 chats and they just stop replying or disconnect. One rebooted modem a fe...
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.
That's up to you - we can stick with laptop or do both. Issue with phone is I have no historical data written down.
Best recorded data I have for everything involved are the testmy results
Starting 10/25 all tests were on the isolated laptop
Prior tests were mostly on my android - and it was isolated
We turn wifi off of devices (firestick) when not in use - and my fiance keeps her wifi off
We have no neighbors within wifi range (or close)
It's only the two of us and 4 devices
There are not other electronics in the house and I am always on 5 ghz - except then I intentionally went to 2.4 ghz to test - which doesn't make a difference
To be frank (not Drebin) the testmy results are the absolute best evidence that the slow speeds are real and not a app issue on my end. I understand what you need to make sure my HW is UTD - but beyond that, testmy tells the tale pretty accurately
Regarding the Android, the latest version is 11 so I suggest updating that. Also, the network analyzer app from Netgear provides a lot of useful insights, like whether there's any interference on the network and suggests which channel to use. On your own you can try troubleshooting your phones with that.
Typically for troubleshooting wifi devices, our engineers suggest first switching networks to see if there's a difference (I see you've tried that), and then to also power cycle the modem and the wifi device.
To power cycle the modem, the power cable should be disconnected from its power brick (not from the back of the modem) for at least 20 seconds before replugging. A device can just be powered down for 20 seconds before turning it back on.
First lets check on the directly connected laptop with wifi on the modem disabled so we're sure it's isolated and gather this info:
Which URLs are you testing (I suggest whichever one's you frequetly struggle with)
How long does each URL take to load?
Have you ever been able to successfully visit that URL?
When did you first notice having difficulty visiting that URL?
Have there been any changes to your system prior to your concerns?
Does disabling Web Acceleration make a difference? (Enter 192.168.0.1 in your browser then follow the steps here to find where to toggle Web Acceleration: http://hninfo.us/WAS)
Does this happen in different browsers?
Does this happen even after clearing your browser cache? (How-to here: refreshyourcache.com)
What time did you test these URLs?
Is there any difference in page load times if done at different times of day/night? I suggest checking in the morning, midday, and evening if possible.
I know this is a lot to do, but this should be enough to present to engineering if we can't pinpoint a root cause.
Your cooperation, patience, and understanding are greatly appreciated so that we can address your concerns.
Edit: More troubleshooting steps typically suggested by engineering:
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I have been on 4 chats and they just stop replying or disconnect. One rebooted modem a fe...","body@stringLength":"293","rawBody":"Last night DL was consistently under 1 mbps, up was 2.5 to 4 This morning, DL has ranged from sub 1 to 10.
I have been on 4 chats and they just stop replying or disconnect. One rebooted modem a few times.
I have no phone here, need assistance please. Should I email?","kudosSumWeight":0,"postTime":"2020-10-17T10:59:13.442-04:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:Performance","text":"Performance","time":"2017-03-09T08:01:18.409-05:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:128262_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":39591},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[]},"Conversation:conversation:128262":{"__typename":"Conversation","id":"conversation:128262","solved":true,"topic":{"__ref":"ForumTopicMessage:message:128262"},"lastPostingActivityTime":"2020-11-03T16:35:05.927-05:00","lastPostTime":"2020-11-03T16:35:05.927-05:00","unreadReplyCount":123,"isSubscribed":false},"ModerationData:moderation_data:128262":{"__typename":"ModerationData","id":"moderation_data:128262","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:128262_1":{"__typename":"Revision","id":"revision:128262_1","lastEditTime":"2020-10-17T10:59:13.442-04:00"},"ForumReplyMessage:message:128772":{"__typename":"ForumReplyMessage","id":"message:128772","conversation":{"__ref":"Conversation:conversation:128262"},"author":{"__ref":"User:user:116956"},"revisionNum":1,"uid":128772,"depth":69,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"subject":"Re: Speed issues, can't stay on chat for Help","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:128772"},"parent":{"__ref":"ForumReplyMessage:message:128771"},"body":"
That's up to you - we can stick with laptop or do both. Issue with phone is I have no historical data written down.
Best recorded data I have for everything involved are the testmy results
Starting 10/25 all tests were on the isolated laptop
Prior tests were mostly on my android - and it was isolated
We turn wifi off of devices (firestick) when not in use - and my fiance keeps her wifi off
We have no neighbors within wifi range (or close)
It's only the two of us and 4 devices
There are not other electronics in the house and I am always on 5 ghz - except then I intentionally went to 2.4 ghz to test - which doesn't make a difference
Browser Firefox 82.1.1 (Build# 2015770923)
Current and last UD 10.21.20
Samsung S8+ Android version 9
","body@stringLength":"898","rawBody":"
That's up to you - we can stick with laptop or do both. Issue with phone is I have no historical data written down.
Best recorded data I have for everything involved are the testmy results
Starting 10/25 all tests were on the isolated laptop
Prior tests were mostly on my android - and it was isolated
We turn wifi off of devices (firestick) when not in use - and my fiance keeps her wifi off
We have no neighbors within wifi range (or close)
It's only the two of us and 4 devices
There are not other electronics in the house and I am always on 5 ghz - except then I intentionally went to 2.4 ghz to test - which doesn't make a difference
Browser Firefox 82.1.1 (Build# 2015770923)
Current and last UD 10.21.20
Samsung S8+ Android version 9
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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:
\n\n
\n\n
Which version of Android?
\n\n
\n\n
Which browser and version?
\n\n
\n\n
How long it takes to load a page on that phone?
\n\n
\n\n
Let me know on which network that device is connected (2.4 GHz or 5GHz)
\n\n
\n\n
As always, when testing a device, please isolate it. When testing a wifi device, ensure all other wifi devices have their wifi turned off.
\n\n
\n\n
It would be easier to disable the wifi network that's not being used by the test device.
\n\n
\n\n
If possible, test when a few feet away from the HughesNet modem.
\n\n
\n\n
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.
\n\n
\n\n
-Liz
","body@stringLength":"1229","rawBody":"
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:
\n\n
\n\n
Which version of Android?
\n\n
\n\n
Which browser and version?
\n\n
\n\n
How long it takes to load a page on that phone?
\n\n
\n\n
Let me know on which network that device is connected (2.4 GHz or 5GHz)
\n\n
\n\n
As always, when testing a device, please isolate it. When testing a wifi device, ensure all other wifi devices have their wifi turned off.
\n\n
\n\n
It would be easier to disable the wifi network that's not being used by the test device.
\n\n
\n\n
If possible, test when a few feet away from the HughesNet modem.
\n\n
\n\n
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.
\n\n
\n\n
-Liz
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Hi bronccat,
\n\n
\n\n
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 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.
\n\n
\n\n
Thank you for your cooperation and understanding.
\n\n
\n\n
-Liz
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icon"},"localOverride":false},"Revision:revision:128771_1":{"__typename":"Revision","id":"revision:128771_1","lastEditTime":"2020-10-29T12:48:55.388-04:00"},"Revision:revision:128915_1":{"__typename":"Revision","id":"revision:128915_1","lastEditTime":"2020-11-03T16:35:05.927-05:00"},"ModerationData:moderation_data:128773":{"__typename":"ModerationData","id":"moderation_data:128773","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:128773":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:116956"},"id":"message:128773","revisionNum":2,"uid":128773,"depth":70,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"parent":{"__ref":"ForumReplyMessage:message:128772"},"conversation":{"__ref":"Conversation:conversation:128262"},"subject":"Re: Speed issues, can't stay on chat for Help","moderationData":{"__ref":"ModerationData:moderation_data:128773"},"body":"To be frank (not Drebin) the testmy results are the absolute best evidence that the slow speeds are real and not a app issue on my end. I understand what you need to make sure my HW is UTD - but beyond that, testmy tells the tale pretty accurately","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2020-10-29T13:19:22.306-04:00","lastPublishTime":"2020-10-29T13:20:42.591-04:00","metrics":{"__typename":"MessageMetrics","views":7702},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:TechSupport/message:128262/message:128773","repliesCount":0,"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"readOnly":true,"editFrozen":false,"body@stringLength":"252","rawBody":"To be frank (not Drebin) the testmy results are the absolute best evidence that the slow speeds are real and not a app issue on my end. I understand what you need to make sure my HW is UTD - but beyond that, testmy tells the tale pretty accurately","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:128773_2"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:128774":{"__typename":"ModerationData","id":"moderation_data:128774","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:128774":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:16464"},"id":"message:128774","revisionNum":2,"uid":128774,"depth":70,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"parent":{"__ref":"ForumReplyMessage:message:128772"},"conversation":{"__ref":"Conversation:conversation:128262"},"subject":"Re: Speed issues, can't stay on chat for Help","moderationData":{"__ref":"ModerationData:moderation_data:128774"},"body":"
Regarding the Android, the latest version is 11 so I suggest updating that. Also, the network analyzer app from Netgear provides a lot of useful insights, like whether there's any interference on the network and suggests which channel to use. On your own you can try troubleshooting your phones with that.
Typically for troubleshooting wifi devices, our engineers suggest first switching networks to see if there's a difference (I see you've tried that), and then to also power cycle the modem and the wifi device.
To power cycle the modem, the power cable should be disconnected from its power brick (not from the back of the modem) for at least 20 seconds before replugging. A device can just be powered down for 20 seconds before turning it back on.
First lets check on the directly connected laptop with wifi on the modem disabled so we're sure it's isolated and gather this info:
Which URLs are you testing (I suggest whichever one's you frequetly struggle with)
How long does each URL take to load?
Have you ever been able to successfully visit that URL?
When did you first notice having difficulty visiting that URL?
Have there been any changes to your system prior to your concerns?
Does disabling Web Acceleration make a difference? (Enter 192.168.0.1 in your browser then follow the steps here to find where to toggle Web Acceleration: http://hninfo.us/WAS)
Does this happen in different browsers?
Does this happen even after clearing your browser cache? (How-to here: refreshyourcache.com)
What time did you test these URLs?
Is there any difference in page load times if done at different times of day/night? I suggest checking in the morning, midday, and evening if possible.
I know this is a lot to do, but this should be enough to present to engineering if we can't pinpoint a root cause.
Your cooperation, patience, and understanding are greatly appreciated so that we can address your concerns.
Edit: More troubleshooting steps typically suggested by engineering:
Regarding the Android, the latest version is 11 so I suggest updating that. Also, the network analyzer app from Netgear provides a lot of useful insights, like whether there's any interference on the network and suggests which channel to use. On your own you can try troubleshooting your phones with that.
Typically for troubleshooting wifi devices, our engineers suggest first switching networks to see if there's a difference (I see you've tried that), and then to also power cycle the modem and the wifi device.
To power cycle the modem, the power cable should be disconnected from its power brick (not from the back of the modem) for at least 20 seconds before replugging. A device can just be powered down for 20 seconds before turning it back on.
First lets check on the directly connected laptop with wifi on the modem disabled so we're sure it's isolated and gather this info:
Which URLs are you testing (I suggest whichever one's you frequetly struggle with)
How long does each URL take to load?
Have you ever been able to successfully visit that URL?
When did you first notice having difficulty visiting that URL?
Have there been any changes to your system prior to your concerns?
Does disabling Web Acceleration make a difference? (Enter 192.168.0.1 in your browser then follow the steps here to find where to toggle Web Acceleration: http://hninfo.us/WAS)
Does this happen in different browsers?
Does this happen even after clearing your browser cache? (How-to here: refreshyourcache.com)
What time did you test these URLs?
Is there any difference in page load times if done at different times of day/night? I suggest checking in the morning, midday, and evening if possible.
I know this is a lot to do, but this should be enough to present to engineering if we can't pinpoint a root cause.
Your cooperation, patience, and understanding are greatly appreciated so that we can address your concerns.
Edit: More troubleshooting steps typically suggested by engineering:
Change security setting from WPA2 to WPA/WPA2 in wifi settings on the modem
Disable IPv6
-Liz
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