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Constant battle with slow upload and download speeds

bruceherberger
New Member

Constant battle with slow upload and download speeds

It is a constant battle with slow upload and download speeds. Phone service was so bad I just had Hughes Net remove it completely. Customer service speed tests seem bogus. Their numbers say one thing then they say they ran it again and its fine...Everything is Fine and within their parameters. So I upload and download my own document while service tech is on the phone and count the MINUTES it takes to upload and download a simple two-page resume.Takes TWO to THREE MINUTES but they claim its all good and in their parameters. So I am paying for a supposed guaranteed speed for internet service that Hughes Net has yet to live up to. Have spent an exorbitant amount of time on the phone with customer service where the buck never stops being shuffled to another excuse. The left hand has no clue what the right hand is doing. On a good note, The technicians that typically answer are polite but nothing changes or very little and It's extremely frustrating. Dealing with Hughes Net is like having a full-time job. I Have a legitimate complaint that if they can't provide the service they guarantee then the fee I am being charged monthly should be adjusted to accommodate the lack and limit of service I am receiving.

DeAnn 

1 REPLY 1
GabeU
Distinguished Professor IV

Re: Constant battle with slow upload and download speeds

@bruceherberger

 

Are you connected to the modem via WiFi or LAN cable?  If WiFi only, and you have a device which you can connect to the modem via LAN cable, please try that and see if there is any difference with the LAN cable connected device.  

 

If you've already tried this and it makes no difference, please perform a few of the speed tests outlined in the following...

 

To help the HughesNet Customer Service Reps get a head start on your speed concerns you should create a testmy.net account and, while signed into that account, perform 3-5 tests during different parts of the day, then share the account results link with us here.

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 while the speed tests are being performed
-use the 25MB size download test file 

-If testing upload instead of download, you must use a 4MB size upload test file
-space each test 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 visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

The Reps are on M-F from approximately 8AM to 5PM Eastern. They will be the ones to address your speed issues, but they will need these tests to do so.

 

If you are unaware of how to disable the WiFi in the HT2000W, please see "How do I manage my built in WiFi modem?" in this PDF.  Make sure to click "Save Settings" after unchecking SSID Enable for each radio individually, as unchecking all four, then clicking "Save Settings", will not hold the settings.  


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