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~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

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Freshman

~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

Hello Liz, other moderators, and everyone else:

 

For the past week to ten days, our Hughes internet connection has been nearly unusable for much of the time.

 

Testmy.net -- when I have been able to access it without it timing out -- has shown typical download speeds of ~300-400 kbps and uploads in the same range. (Once I got a download result of over 1 Mbps.) That's ~300 kbps—less than half a Mbps! I would be delighted to have the speeds that some of the people posting in this forum are complaining about. I know that Hughes is experiencing heavy demands on its network with everyone working and schooling from home, but speeds in the range of 300kbps are ridiculous.

 

Needless to say, at these speeds, many web pages don't load; e-mail does not come in or comes in only rarely; I can't run a business; and my kids can't participate in distance-learning school activities through Zoom or even watch assigned YouTube videos.

 

After days of Hughes telephone tech support saying, “call back later,” I finally reached someone yesterday (3/24). With case no. 128245285, we discovered a few things:

 

1. Power cycling the modem did not help.

2. Turning off all devices except my computer made no difference to the speed tests.

3. Being on FAP status versus running on “high speed internet” service or tokens made no difference to the speed tests. In fact, after tokens were added to my account, my speeds actually got worse (if they could get any worse).

 

I was told to wait for a call back from higher-level support people, but I’ve learned not to hold my breath waiting for Hughes to call me back. So I’m hoping I can get some help here.

 

I’m attaching a few representative screen shots from the past few days of my speed test results.

 

I see the request to set up a testmy.net account and run more speed tests, but so far it has been impossible to set up a testmy.net account as the confirmation e-mail has not reached me.

 

We could really use your help, and the sooner the better. Thank you for your assistance!

 

Jonathan

 

Screen Shot 2020-03-21 at 8.41.19 AM.pngScreen Shot 2020-03-22 at 7.26.25 AM.pngScreen Shot 2020-03-23 at 10.32.26 PM.pngScreen Shot 2020-03-24 at 6.19.54 PM.png

29 REPLIES 29
Distinguished Professor I

Re: ~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

May want to provide a link to your results page (as is required)  instead of individual screenshots.

 

*I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.

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Sophomore

Re: ~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

That's ridiculous.  Even with the Hughesnet over populated instances at  the moment. 

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Freshman

Re: ~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

Here's what must be an all-time record: a download speed of 19 kbps (effectively ZERO Mbps), upload of 138 kbps (0.1 Mbps). Plus another very similar result. Took half an hour to load this forum page.

 

"Your speed is 100% slower than your host average," says testmy.net.

 

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Senior

Re: ~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

What is your signal strength?

 

http://192.168.0.1 - > System Status

Satellite Receive Signal Strength is under WAN Info

 

What satellite are you on?

 

http://192.168.0.1 -> System Information

Satellite info is under Satellite

Name and Beam

 

Try also running testmy.net Latency test.  A lot of people will tell you that isn't a good test, but it is.  It's far more accurate than traceroute or ping.  Test won't be good if you have a bad signal, though.

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Freshman

Re: ~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

Here's what I found: Satellite Receive Signal Strength: 123   

Satellite Name: EchoStar-17-NAD   

Gateway ID 3   

Beam ID 19   

Outroute ID 21   

 

Testmy latency tests don't make much sense to me (when they finally load), but it shows me this:   

4065.2 ms Average 109% deviation (4.4seconds!!)

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Moderator
Moderator

Re: ~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

Hi jonagold,

 

Thanks for posting. I pulled up your account and I see you have a dispatch scheduled for later this week to address your concerns. If you still have concerns after the visit, please let me know which site(s) (even if just one or two to test) are difficult to access and describe what happens when trying to access/use that site.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,

Liz

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

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Freshman

Re: ~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

Hello Liz,

 

Thank you for responding.

 

I will certainly be back in touch after the site visit by the technician. But just so we are clear, our speeds are so bad at times that NOTHING works: websites don't load, e-mail does not download (and sent e-mail does not get sent), and basically everything grinds to a halt; it is not specific to any one site. This should not be surprising, with download speeds of nearly zero Mbps.

 

Many thanks,

 

Jonathan

 

Tags (1)
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Freshman

Re: ~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

I have the same problem, upload speed is from 8 to 200 kbps most of the time, lucky if i ever get to 1 Mb. I watch my Task Manager, Preformance for speeds. When I call into the tech support they agree that my speed is slow and they dial up the speed. That works for a few hours and then they dial back the speeds to 8-200 kbps. I think you already know that the testmy.net is a fake speed. Watch your task manager while the test is being run. All web sites, you tube, downloads all run at 8 to 200 kbps even though the speed test said I am getting 30Mbps.

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Freshman

Re: ~300 kbps Speeds Up and Down: Service Is Virtually Unusable!

Thanks for your comment. Actually I have been seeing the extremely slow speeds (under 100 kbps yesterday and today; typical speeds over the past week between 300-400 kbps) via testmy.net. And like you, tech support (when I can get through to someone!) seems to be able to increase my speeds (to, say, 5 Mbps), but that soon disappears.

 

I'm guessing that "Task Manager" is a Windows utility. I'm on a Mac, but maybe there is an analagous utility that I can use.