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Absolutely Disgusted With New Service

awall
New Poster

Absolutely Disgusted With New Service

I decided to go with HN after dealing with sub-par DSL for the past 13 years.  At our location here in GA with Windstream I have 1 to 2 Mbps speed.  I read where folks complained about HN and it's speed sometimes being 5 to 8 Mbps and I was like.... heck, what I would do to have that kind of speed!!!!  I avoided some of the toxic HN reviews since most were complaining about the Mbps.  I read everything HN had to say and knew I would not be gaming or streaming Netflicks.  I do use the internet quite a bit and watch Youtube and Instagram.  No where did I find a clear representation that I would be unable to watch baisc Youtube videos without unacceptable buffering.  Keep in mind,  I had been watching on a 1 to 2 Mbps connection.

 

Well.... here lies the problem.... latency.  HN does not let you know that even basic services like - surfing for a recipie was going to be painfully slow.  Click on Google..... wait..... finally get it to load..... search.... wait...... finally get it to load..... click on the recipe...... finally loads.  In many cases, I've turned off HN and gone back to my DSL just to be able to get stuff done.

 

Now for the details.  Yes, I have done everything in the support recommendations.  I'm running test with everything disconnected from the service except my laptop.  Ethernet cable only.  WiFi on the router disabled.  As for download speed, it's been way above advertised.  I'm getting anywhere from 35 to 48 Mbps.  The latency is the kicker.  Ping rate anywhere from 650 to 1200.  satellite has clear view and installation tech said great reception.  With DSL, on the WiFi connection to my home router I'm at 1 to 2.5 Mbps with a ping rate of 55 to 60.

 

What has me just sick to my stomach is that I purchased everything up front ($400 investment) and now I have to pay $400 to get out of the contract!  That puts me at a financial loss of $800.  Someone, please tell me there is a better customer solution.  I've only had the service for 10 days now.

 

Thanks,

Awall

27 REPLIES 27
maratsade
Distinguished Professor IV

Re: Absolutely Disgusted With New Service

You should post the URL to your My Results page on Testmy.net to get the ball rolling on this site. 

 

Also, read this, if you haven't already: https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607

"Troubleshooting is key! If we cannot resolve your concerns after best effort troubleshooting, we are happy to work with you regarding the termination fees."

 

awall
New Poster

Re: Absolutely Disgusted With New Service


@maratsade wrote:

You should post the URL to your My Results page on Testmy.net to get the ball rolling on this site. 

 

Wow...  that looks pretty horrible.  WifFi disabled and connected via ehternet cable.  No other ethernet cables attached.

 

https://testmy.net/db/seSv3L62h.AyDJOhG4-


GabeU
Distinguished Professor IV

Re: Absolutely Disgusted With New Service

@awall 

 

Latency with HughesNet tends to be in the 600s.  Unfortunately, there's nothing that can be done to improve it, as the majority of it is due to the distance the signal has to travel.  However, if you're regularly seeing ~1200ms, that could indicate some sort of problem, as though it can spike that high for a variety of reasons, it shouldn't be like that on a regular basis.

 

The combination of latency and system congestion can often wreak havoc on streaming, including things like YouTube, unfortunately.  You can try lowering the stream resolution and/or turning off (or Snoozing) the Video Data Saver to see if it helps.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
awall
New Poster

Re: Absolutely Disgusted With New Service

awall
New Poster

Re: Absolutely Disgusted With New Service

The latency just gets worse...

 

https://testmy.net/latency?tID=275zxcr7se

 

maratsade
Distinguished Professor IV

Re: Absolutely Disgusted With New Service

@awall 

Testmy isn't good for satellite internet latency, so basically, anything they have there is meaningless. The latency of satellite internet is approximately 500ms; adding regular internet latency that can go much higher, but typically it's in the mid 600s to mid 700s, but it can also be a bit more. You can ping sites to get an idea of the latency. 

 

You will need to have more than 2 speed tests. Best way to go about this is to have groups of 3 tests, each test in the group about 5 minutes or so apart from the others, and repeat the groups of 3 tests at different times of the day.  Do that over a day or two so as to show  the pattern of the issue. 

 

Your upload speed looks normal. I'd focus on just download tests. 

awall
New Poster

Re: Absolutely Disgusted With New Service


@maratsade wrote:

@awall 

Testmy isn't good for satellite internet latency, so basically, anything they have there is meaningless. The latency of satellite internet is approximately 500ms; adding regular internet latency that can go much higher, but typically it's in the mid 600s to mid 700s, but it can also be a bit more. You can ping sites to get an idea of the latency. 

 

Okay... I don't understand, you are the one who told me to use Testmy.net...


 

maratsade
Distinguished Professor IV

Re: Absolutely Disgusted With New Service

@awall 

 

Sorry, I wasn't clear.  Testmy is the site you need to use to test speeds.  Just don't use their latency tester; it's not helpful or accurate. 

awall
New Poster

Re: Absolutely Disgusted With New Service


@maratsade wrote:

@awall 

 

Sorry, I wasn't clear.  Testmy is the site you need to use to test speeds.  Just don't use their latency tester; it's not helpful or accurate. 


Which service do you rercommend for testing latency?  TestMy is pretty much inline with Speedtest.net for latency.