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Continued, unresolved upload issues (1 year and counting). Upload speeds of 30kbps. NO SUPPORT FROM HUGHESNET! I'm tired.

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bonniewindle
New Member

Continued, unresolved upload issues (1 year and counting). Upload speeds of 30kbps. NO SUPPORT FROM HUGHESNET! I'm tired.

Continued, unresolved upload issues (1 year and counting). Upload speeds of 30kbps IF the connection is even strong enough for the upload test to run! No support from HughesNet!!  I have done all the standard troubleshooting tasks and tests, have dealt with clueless customer care reps for months, completed all of their "tests", etc...  Data upload is still so terrible that an upload test at TestMy.net won't even run 95% of the time.  Download is 15-20Mbps... Thats great.  But can't even send an email.  There is either a hardware issue or HughesNet is throttling our upload to the point it is broken.  HughesNet rep said I would need to find a local tech to come inspect and possibly service the satellite dish and that I would be responsible for paying that tech.  I'm currently paying HughesNet approximately $145/month for service that still doesn't work and they say I SHOULD PAY FOR A TECH....  I have numerous emails sitting in my outbox from multiple devices.  Upload just doesn't work.  I have to tether to my cellular service on my phone to be able to send an email....  What am I paying HughesNet for again????  This has been an ongoing problem for a year.  I understand that because of our home being rural our options are limited and I'm willing to pay the hefty price for decent ISP service.  Why won't they just help their high paying customers?  I'm trying to run my small business and these connectivity issues are costing me so much time and energy.  I've just about had all I can take.
31 REPLIES 31
El Dorado Netwo
Advanced Tutor

30 Kbps Up - no bueno. That can be fixed.

At $145/mo. you must have a Jupiter system Max plan, or a SpaceWay system business plan?

Is the modem white or gray?
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
Amanda
Moderator

Hello Bonnie,

I see this is your first post here, so welcome to our community. We were able to locate your account using the e-mail you signed up with and will be running advanced diagnostics, reviewing notes and account history to see what else we can do to assist you. While we do that, I want to make sure we've covered all of our bases. Are you using a HughesNet email address and if so, are you using the website to send mail or a mail client like Mac Mail or Thunderbird?

Thank you
Amanda
bonniewindle
New Member

Modem is Hughes HT 1100.  We have email clients like Outlook and Apple Mail, etc....  This is not a device or software issue on our end.  The data will not go out.  Email is just an example.  I can't upload 50kb documents to any cloud service, etc.  I've tested this with just a desktop connected straight to the modem.  TestMy.net won't even run an upload test!  Every server we try to connect to boots the connection attempt due to lack of response.
El Dorado Netwo
Advanced Tutor

At face value without more info, may be a bad radio.
Has anyone replaced it?

Also, same upload issue when you bypass your router with only one computer connected?

Sorry, know you may have been asked these questions before...
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
bonniewindle
New Member

I unfamiliar with any radio equipment being repaired or replaced.  Yes, issue confirmed with direct ethernet cable to modem, bypassing router.
Edmund
New Member

It is pathetic that anyone should be paying full price for unreliable service.
I have been having this service for 2 months, and yes it is not good.
My total incoming emails per day max at 4. My  phone most often ring once then go to message unit. These messages do not appear among the emails.
When I log into the email section, it goes through redirect and post data sometimes twice before opening.
Numerous attempt to get hughesnet to fix the problem prove fruitless.
Yes I am dissatisfied with the service.
El Dorado Netwo
Advanced Tutor

Edmund,

If you want help, it's best if you start a separate topic. Your problem is most likely not the same as Bonnie's, and your solution will be different.
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
bonniewindle
New Member

Edmund, trust that we VERY much feel your frustration.  We are entirely past the point of 'venting' generally about the poor service.  I am needing to stick directly to my issues that are the topic of this conversation thread.  We feel your pain but please try to stay on topic in regards to my troubleshooting if you have input to offer.  Wishing you well sir!
El Dorado Netwo
Advanced Tutor

Bonnie, can you run the "Combined" speed test at http://testmy.net and post the results here?
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
bonniewindle
New Member

:::.. Internet Speed Test Result Details ..:::Download Connection Speed:: 20997 Kbps or 21 Mbps 
Download Speed Test Size:: 14.3 MB or 14592 kB or 14942208 bytes
Download Binary File Transfer Speed:: 2625 kB/s or 2.6 MB/s
Upload Connection Speed:: 203 Kbps or 0.2 Mbps 
Upload Speed Test Size:: 256 kB or 262144 bytes
Upload Binary File Transfer Speed:: 25 kB/s
Timed:: Download: 5.693 seconds | Upload: 10.352 seconds
Tested At:: http://TestMy.net
Test Time:: 2016-04-12 12:30:39 Local Time
Client Location:: US http://testmy.net/country/us
Target:: Colorado Springs, CO http://dallas.testmy.net
Validation:: http://testmy.net/db/5x4jQJyfr.HIL2vMOVZ
TiP Measurement Summary (Download):: Min 19.97 Mbps | Middle Avg 20.89 Mbps | Max 22.5 Mbps | 8% Variance
TiP Data Points:: 22.5 Mbps, 21.18 Mbps, 20.85 Mbps, 20.76 Mbps, 20.89 Mbps, 20.52 Mbps, 20.48 Mbps, 21.49 Mbps, 20.81 Mbps, 20.28 Mbps, 21.4 Mbps, 21.66 Mbps, 21.27 Mbps, 20.24 Mbps, 20.89 Mbps, 21.36 Mbps, 19.97 Mbps, 21.01 Mbps, 21.94 Mbps
Client Stats:: http://testmy.net/compID/6618131117738  
User Agent:: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_4) AppleWebKit/601.5.17 (KHTML, like Gecko) Version/9.1 Safari/601.5.17 [!]
bonniewindle
New Member

^^^^ I swear that's the best upload result we've gotten in months.  The upload test actually ran!
El Dorado Netwo
Advanced Tutor

Can you try running only an upload test at http://testmy.net/upload, click Manual Test Size, and manually select the 12 MB file size?
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
bonniewindle
New Member

We have the Intergalactic Starship Extra Sooper-Dooper "You're Gonna Love It!" MAX package for $148.68/month BTW.  😉 
bonniewindle
New Member

First test failed Alan.  I let it sit for a while there to make sure but it was just stuck.  This is the way it has been.  I'll try again now.....
El Dorado Netwo
Advanced Tutor

Are you running just one 'puter connected directly to the modem?
El Dorado Networks |Diamond Springs, CA | eldoradonetworks.com
bonniewindle
New Member

I cannot get the TestMy.net Manual Upload Test to complete a test at 12MB file size.  I tried numerous times and let it sit for 5 min +.

*** However, the following is the results I was able to get with 256kb file size....

:::.. Upload Speed Test Result Details ..:::Upload Connection Speed:: 108 Kbps or 0.1 Mbps 
Upload Speed Test Size:: 256 kB or 262144 bytes
Upload Binary File Transfer Speed:: 14 kB/s
Tested At:: http://TestMy.net  Version 15
Validation:: http://testmy.net/db/HKTbSzOte
Client Stats:: http://testmy.net/compID/6618131117738  
Test Time:: 2016-04-12 13:18:16 Local Time 
Client Location:: US http://testmy.net/country/us
Target:: Colorado Springs, CO http://dallas.testmy.net
Client Host:: Hughes Network Systems http://testmy.net/hoststats/hughes_network_syste
Compare:: 78% slower than client avg, 84% slower than host avg, 99% slower than country avg, 98% slower than world index 
1MB Upload in 1 Minute - 1GB Upload in ~21 Hours - 2X faster than 56K
This test of exactly 256 kB took 19.384 seconds to complete
User Agent:: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_11_4) AppleWebKit/601.5.17 (KHTML, like Gecko) Version/9.1 Safari/601.5.17 [!]
Pawnee County
New Member

Go to 192.168.0.1 and click on system status at the top look under IP Gateway Associated State to see what Gateway is being used it may be something like TUC04HNSXXXXXXXX see if it is TUC as my uploads have really slowed the past few weeks also so it may be something with the Gateway.  I was getting 1 to 1.5 Meg now it is more like 20 to 70k this may help Amanda in her search.  At times I have to try 2 or 3 times just to upload a small email if there is a picture it may not even load.  I use gmail most the time with Thunderbird.
bonniewindle
New Member

-The following is the information gathered from System Status at 192.168.0.1
-In reply to Gary Hall above
-We are testing a single desktop computer connected DIRECTLY to the modem via ethernet cable.
_______________________________________________________________
System Status

Satellite Receive Status    Up
Satellite Transmit Status   Up
LAN Status                        Up 3 FD
IP Gateway Association State     Associated (Data IPGW - ENG47HNSIGW74A001)
TCP Acceleration              Up
Web Acceleration              Up
Suspension State       Not Suspended
Software Download Status     Up to date
WAN Info
Satellite Receive Signal Strength     124
Data Packets Received                 527065
Control Packets Received            16153894
Bursts Transmitted                        303584
Packets Transmitted                       79197
LAN Info
Packets Received              317608
Packets Transmitted          608512
Amanda
Moderator

Hi Bonnie

Thank you for working with us. I did review your notes and see you have a Gmail account and were able to send email via the Gmail website, then were referred to Microsoft to troubleshoot the 3rd party software. The results of your diagnostics we ran today show us there may actually be an issue with the ethernet cable from your modem to your router/computer. Do you perhaps have another cable you can swap it for? This could be causing the bad connection.

Thanks
Amanda
bonniewindle
New Member

I still can't complete a TestMy.net Manual Upload Test with the 12MB file.  
This is a test using the 256kb again......

:::.. Upload Speed Test Result Details ..:::Upload Connection Speed:: 138 Kbps or 0.1 Mbps 
Upload Speed Test Size:: 256 kB or 262144 bytes
Upload Binary File Transfer Speed:: 17 kB/s
Tested At:: http://TestMy.net  Version 15
Validation:: http://testmy.net/db/SgPlm7Ucu
Client Stats:: http://testmy.net/compID/6618131117738  
Test Time:: 2016-04-12 13:49:25 Local Time 
Client Location:: US http://testmy.net/country/us
Target:: Colorado Springs, CO http://co.testmy.net
Client Host:: Hughes Network Systems http://testmy.net/hoststats/hughes_network_syste
Compare:: 62% slower than client avg, 79% slower than host avg, 98% slower than country avg, 97% slower than world index 
1MB Upload in 1 Minute - 1GB Upload in ~17 Hours - 2X faster than 56K
This test of exactly 256 kB took 15.253 seconds to complete
User Agent:: Mozilla/5.0 (Windows NT 6.1; WOW64) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/49.0.2623.112 Safari/537.36 [!]