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.
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?
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.
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.
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!
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 [!]
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.
-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
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.
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 [!]