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.

     

     

     

     

Colby's avatar
Colby
Sophomore

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.

       

      • to23ni's avatar
        to23ni
        Freshman
        7 years ago

        sounds like continued run around. "exinamtion of your site" sounds like they will blame the earth around you!

        how do you spell viasat?