CONSTANT BUFFERING AND LAG

[TacticalUnit]

I just got this provider less than 72 hours ago and I'm having some serious buffering going on and lag. I have literally shut down my system multiple times just to get the streaming to start fresh and it has consistently stopped at 20% buffering for more than 30 seconds. I have only a desk top and my smart TV linked in to the 5G version and I'm still experiencing serious buffering. I'm sure the system should work better than this. Ant serious suggestions??

[GabeU]

@TacticalUnit 

A couple of things you can try are snoozing or turning off the Video Data Saver, especially if you're trying to stream in HD, and reducing the resolution of the stream, either at the source or the app being used.  

It may very well be as a result of system congestion, which tends to be worst in the evenings.  

You may also want to check your service speed to see if it's adequate.  You can do so by running a few tests at testmy.net.  The full testing protocol is here, though at this point you'd just be running a few to check the speed rather than running a series of speed tests for the purpose of troubleshooting.

[wahmse]

I am haivng the same issues.  Only had sevice a few weeks.  Constant dropped signals, lag and etc.  We can barely stream and it is hit and miss.  Lots of buffering. 

I have the modem connected directly to my computer and I am constantly getting no internet notice popups.  Sadly I was told I would get great service here.  My upload when tested more than once is 1.2mpbs.  Sad deal.  Was hopeful.

[TacticalUnit]

Yes same here, I think I'm just going to bite the bullet and cancel my subscription, pay the fee and go back to Verizon Hot Spot device because none of the suggestions are working and my speed test are beneath acceptable, maybe 2MPS.

[GabeU]

@TacticalUnit 

If your speed tests are showing under 2Mbps, that's a problem, especially after only 72 hours, as there's no way you can be out plan data right now and your speed throttled as a result (your monthly data allotment is continually refilled for your first 20 days of service).    

If you'd still like to see if the reps here can address the issue, a more thorough set instructions are below for the speed testing.  These instructions are a bit more detailed than the ones I linked to earlier.  Keep in mind that cancelling the service at this point would incur a significant Early Termination Fee, so it might still be worth trying to see if the issue can be resolved.   As well, if there is a speed issue and they ultimately aren't able to resolve it, you may very well have recourse regarding that ETF, though only the HughesNet reps themselves can make that determination.  

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To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform a batch of 3-5 tests during different parts of the day, then share your testmy.net "My Results" page URL with us here. A batch each in the morning, afternoon and evening is the most ideal, but the reps are well aware that not everyone can do this, so please just run a batch when you can.

Most important points to remember during this test:
-do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)
-disable the WiFi in the HT2000W modem while the speed tests are being performed
-the testing device should be the ONLY device connected to the HughesNet modem while testing
-use the manual 25MB size download test file
-if testing upload instead of download, use the manual 4MB size upload test file
-space each test in the batch at least 5 minutes apart
-post your testmy results URL here, it may look something like http://testmy.net/quickstats/yourusername

For a more in depth guide on running the tests, please see this site.

The Reps are on M-F from approximately 9AM to 6PM EST. They will be the ones to address your speed issues, but they will need these tests to do so.

If you don't know how to disable the WiFi in the HT2000W modem, please see "How do I manage my built-in WiFi modem?" in this PDF. Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).

[TacticalUnit]

I appreciate all the advice and help, I deleted all my videos storage data from my TV and Fire Stick, it helped a little but I'm still getting continual buffering, especially from my computer. I only have my TV connected to the HughesNet service and still the same outcome. I'm running my desktop and printer off of a Verizon hotspot, so I think I will get another one just solely dedicated to my TV and deal with it like this, I should not have to be a troubleshooting tech for HughesNet, trying to fix what they advertise to deliver and I understand that Satellite TV is alot different from regular venues but this is ridiculous, like I said, I've only had this service for about a week now but the problems existed from day one. Thanks in advance.

[maratsade]

Unfortunately, we subscribers need to do the troubleshooting on our side, as the HN reps can only do troubleshooting from their side (the modem, for example).  You also have the option of requesting a visit by an installer, for a $125 fee.  

Do you experience the same buffering at all times of the day?  Is it the same at, say, 5 am, than it is at 5 or 6 pm? It is very possible that the problem is due to network congestion, subscribers all using the system for data intensive activities, of which streaming is the most intensive. 

Satellite internet only has a limited amount of broadband to go around, and when users are tapping the broadband at the same time, it lowers the quality for everyone.  HughesNet does not and cannot guarantee performance due to many variables that affect it, and high usage is one of them. 

If you are using your satellite internet to watch TV, you may want to consider satellite TV, which works differently than satellite internet, does not have data limits, and has no buffering. 

[GabeU]

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@TacticalUnit wrote:

I should not have to be a troubleshooting tech for HughesNet, trying to fix what they advertise to deliver and I understand that Satellite TV is alot different from regular venues but this is ridiculous, like I said, I've only had this service for about a week now but the problems existed from day one. Thanks in advance.

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I understand the frustration, but the problem is at your location, and it's not feasible for HughesNet to send a tech to perform first step troubleshooting.  All ISPs require some level of customer involvement to troubleshoot issues.  

Without speed testing, which is the first step in troubleshooting the issue, the reps here will not be able to help you.  You also have the option of calling 866-347-3292 for help over the phone.

[Liz]

Hi TacticalUnit,

It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.

Thanks,

Liz

[GabeU]

@wahmse 

I would start a new topic in Tech Support to get help, as your issue may have a different cause than TacticalUnit's.