Forum Discussion

Colby's avatar
Colby
Sophomore
7 years ago

Two Months of Slow Speed, Even After Gen 5 Upgrade

I've been experiencing close to dial up speeds for almost two months. My slow speed issue started around the middle of November, 2017. I was on the Gen 4 plan at the time. I had been on the plan for ...
Performance
  • Liz's avatar
    Liz
    7 years ago

    Good morning Colby,

     

    Engineering has an update planned for your gateway tonight which should address the intermittent connectivity you're seeing. To be safe, please power cycle the HughesNet modem before you use the internet tomorrow. To power cycle the modem, unplug the power cable from its power brick and replug after 30 seconds. Allow some time for the modem to recover before attempting to browse. Please let me know if the disconnects go away after this.

     

     

     

     

GabeU's avatar
GabeU
Distinguished Professor IV

Colby

 

I'll tag the reps.  There may be a reason that you were left on the ES17 satellite.  Hopefully they can give you some answers.  

 

The reps are on M-F from approximately 8AM to 5PM EST, but it may take them a day or two to reply. 

 

Liz

Amanda

Colby's avatar
Colby
Sophomore
7 years ago

Thanks! I hope to hear from someone soon.

  • Liz's avatar
    Liz
    Moderator
    7 years ago

    Hi Colby,

     

    I'm glad you found the community, thank you for posting. For your beam, we've deployed code to help address speed concerns, but that was at the beginning of the month. I'll escalate to our engineers here at corporate for their insight. In the meantime, please run at least 3 speed tests at speedtest.net spaced 5 minutes apart while directly connected to the HughesNet modem. Since you have the HT2000w now, please also disable the wifi there so that there isn't additional wifi traffic while you're running speed tests.

     

    Your cooperation, patience, and understanding are much appreciated.

     

    • Colby's avatar
      Colby
      Sophomore
      7 years ago

      Ok, Thank you Liz. I hope to get this resolved eventually. I haven't noticed much of a difference since the beginning of the month. The last speed test I ran on (testmy.net) yesterday was 500 kbps download. But this evening, the connection is especially slow.

      • Liz's avatar
        Liz
        Moderator
        7 years ago

        Good morning Colby,

         

        The engineer hasn't found anything out of the ordinary with your beam, so I've requested for his examination of your site in particular. Once I have any news or additional questions, I'll let you know.

         

        Your cooperation, patience, and understanding are much appreciated.