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ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

happytexann
Senior

ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

PLEASE HughesNet, listen to your existing customer base. STOP THE DARNED ADVERTISING to sell more and further degrade what most of us in the community are paying for. FIX what is broken with the whole system on Gen5 and try to make satisfied customers using those advertising dollars on technical support! Most all threads in this community have SLOW to non-existant speeds between 4-10PM, it's a trend. Concentate your financial efforts on helping us rather than trying to load your customer base. Daytime speeds on my end are great - 4-10pm range from 40KBPS (yes, you read correctly) to 770KBPS. HELP US. @Liz

72 REPLIES 72
Liz
Moderator
Moderator

Re: ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

Hi happytexann,

 

I'm glad you found the community, thank you for posting. We can certainly help out, so I pulled up your account and ran remote diagnostics on your site.

 

Diagnostics are showing that the HughesNet equipment is working properly, but I'm seeing a potential issue on the home network side of things, so to eliminate that for troubleshooting, please connect a computer directly to the HughesNet modem and disable the wifi via your wifi settings (HT2000w manual for your reference). Then run 3 speed tests spaced 5 min apart on speedtest.net (or other preferred speed test site) and share your results here. We've moved away from testmy.net since they made a recent change on their site which affects test results.

 

Your cooperation, patience, and understanding are much appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

happytexann
Senior

Re: ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

@Liz, thank you for your response - I am only working on my laptop at the moment and it doesn't have a port to allow me to connect directly to the modem - it interesting that you say not to use testmy.net as the reps I've spoken with on the phone in the past week have all told me to use it, so I have been keeping hourly track of both testmy.net and the hughesnet speed test.

 

My destop won't be ready. until late this week. I will connect it. The modem is plugged directly into the wall - and from Jan 3-19th, the modem was plugged directly into the desktop and the speeds were the same as I am getting/recording now. But I will do as asked once my Mac desktop arrives.

 

What might be wrong with the wifi settings and maybe I can change them?

happytexann
Senior

Re: ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

And, in reading the KB article you kindly attached, I see exactly what the installer told us:

 

"Computer requirements:The HT2000W satellite modem can be used with any device that supports Internet Protocol (IP) and has a 10/100 BaseT Ethernet LAN port. Typically, the modem is connected to a customer's computer. However, the HT2000W is self-hosted; it does not require a computer for any of its functions."

 

What I am wondering is if it's self-hosted, why it must be connected to a computer for diagnostics and/or speed tests?

 

 

Tags (1)
happytexann
Senior

Re: ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

I just tried to register on speedtest.net to record my results -- and there's a glitch in their system with the re-captcha settings and 3 tries wouldn't allow me to register. All you need to do is go in my hughesnet account and look at the speed tests I've taken there -- I think you'll see the trend.

happytexann
Senior

Re: ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

 
happytexann
Senior

Re: ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

happytexann
Senior

Re: ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

And now, the last 3 speed tests I took on hughesnet are not showing up in the history...just don't understand.

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happytexann
Senior

Re: ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

Screenshot 2018-01-23 17.59.27.png

happytexann
Senior

Re: ENOUGH - stop advertising and START ASSISTING your existing CUSTOMERS.

Screenshot 2018-01-24 08.12.56.png

 

Good. morning @Liz, here's the chart from speedtest.net over the past 48 hours, which pretty much parallels the hughesnet.com speed tests. When I ran speedtest.net last night at the same time the results were VASTLY different and not a reflection of the slow speed indicated on both the other test sites as well as difficulty getting on the internet or streaming. It's just NOT POSSIBLE past 4PM until 10PM -- and Saturdays and Sundays - well just forget about it. Thanks for looking into this for me.

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