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Download speed is good but upload speed is slow

Freshman

Download speed is good but upload speed is slow

My service has been running acceptably until recently and when checked my download speeds were good but definately having problems that were not there before. I was never asked to but had the thought to check upload speed which is consistently .22M to .28M. In a similar post the solution was a service call. I have been unable to get through the phone system since I have discovered what the problem is and I now understand that my service plan includes a copay. So what I would like is a service call unless(I have been impressed with the knowledge level and responses I have read) you folks think I should go through the diagnostics through this thread and tell me how to provide you with what you need

6 REPLIES 6
Distinguished Professor IV

Re: Download speed is good but upload speed is slow

@Gen349

 

First, lets determine which satellite and beam you're on to see if you're on one of the beams that is having known issues right now.   

 

What is the "Satellite Name" and "Beam ID" in the "Satellite" box (lower right) on the following page?  http://192.168.0.1/#!/home/information


AMD Ryzen 5 3400G | XPG SX8200 Pro 500GB M.2 NVMe SSD | Western Digital Blue 500GB HDD | 16GB Corsair DDR4-3000 | Windows 10 Pro 64-bit
Freshman

Re: Download speed is good but upload speed is slow

Thank you for your quick response My satellite name is EchoStar-XVII and my beam id is 60

Distinguished Professor IV

Re: Download speed is good but upload speed is slow

You're welcome.  

 

I'm not aware of beam 60 having any known issues, so the next step would be to run some speed tests at testmy.net so the reps/engineers can help you.  With this said, though, the system does appear to be very heavily taxed over the last couple of days (probably due to so many new devices being use online).  This is only my observation, though, and it may not necessarily be correct, and because there are many things that can cause speed issues they'll need some speed test results to get started.  

 

The following layout contains the protocols for the test, but I'll list some of the more important ones here.  Make sure to create an account at testmy.net (if you don't already have one) and run the tests while signed in to that account (that will keep all of the results together for the reps/engineers to look at).  Make sure to run the tests with a device that's connected directly to the modem with a LAN cable (no WiFi).  This eliminates any problems that can be caused by WiFi.  You should also disable the WiFi in the HT2000W modem while running the tests.  That will ensure that nothing else is sapping any bandwidth while running the tests.  If you don't know 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 use the manual 25MB download test size when running the tests. After you have a few tests run, please paste your testmy.net Results URL into a reply on here, which will enable the reps/engineers to see your test results.  To do so, while signed into testmy.net, click on Results on the upper right, then, when on the Results page, copy the URL in the address box of your browser and paste it in here.   

 

Additionally, though you can run a few upload speed tests if you like (use the manual 4MB test size for upload tests), and it would probably be a good idea to get one or two in just for reference, the more important tests are the download tests, and the download tests is what you should concentrate on.  

 

Again, the following layout contains the speed testing protocol, including much of what I just listed.  

 

 

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.

Please keep in mind that HughesNet will only accept testmy.net and the official HughesNet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.

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 ONLY 

-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.


AMD Ryzen 5 3400G | XPG SX8200 Pro 500GB M.2 NVMe SSD | Western Digital Blue 500GB HDD | 16GB Corsair DDR4-3000 | Windows 10 Pro 64-bit
Freshman

Re: Download speed is good but upload speed is slow

I appreciate your observations as any that would solve the problem would be great but we are familiar with what the internet runs like with our heavy usage and we know well what it is like without data allotment this is different I now know I have a HT1100 modem and a mydlink router that was provided at installation as part of a promotion. My modem does not appear to be WiFi capable by itself so I plugged directly into it and have 3 upload readings and 3 download readings

https://testmy.net/db/2MD5TXz1Z https://testmy.net/db/VnGgLKS9U https://testmy.net/db/QvIbkhfPt https://testmy.net/db/lukfPIRMH https://testmy.net/db/nw0LZ6uj1 https://testmy.net/db/rqW8l1UId

I hope this has the information required to troubleshoot issue Thanks for your time

Distinguished Professor IV

Re: Download speed is good but upload speed is slow

@Gen349

 

I made the assumption that you had Gen5 with the HT2000W, which I shouldn't have done.    

 

If you have Gen4, which it sounds like you may, you can use the 12MB test size for the download tests, but if you find that the test resizes often, you can use the 15MB test size, which doesn't resize.  The tests you've already run do give good info, and even though the download tests were larger than you may have needed to run due to my mistake, they'll still be useful.    

 

But, the tests you've already run seem to give a clear indication that your upload speed is having an issue.  If you can, it would be a good idea to get a couple more tests in, and at a different time than the others (if you can), but I'll go ahead and tag the reps so they'll see this and your test results.  https://testmy.net/quickstats/Gen349

 

@Liz @Amanda

 


AMD Ryzen 5 3400G | XPG SX8200 Pro 500GB M.2 NVMe SSD | Western Digital Blue 500GB HDD | 16GB Corsair DDR4-3000 | Windows 10 Pro 64-bit
Moderator
Moderator

Re: Download speed is good but upload speed is slow

Hi Gen349,

 

I'm glad you found the community, thank you for posting. I ran diagnostics on your site and it looks like your dish has been gradually losing proper alignment. I'm dispatching a technician to your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Tuesday, Jan 2, 2018 between 11:00 am and 3:00 pm. Call us at 866.347.3292 and reference case #108475379 if you need to reschedule. Please let us know how the site visit goes.

 

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