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Extremely Slow Speeds. Need Help Before Canceling Service

New Member

Extremely Slow Speeds. Need Help Before Canceling Service

I signed up for internet service 2 1/2 months ago. Everything worked fine for about a week, and then even browsing the simplest of websites became slow, and even wouldn't load at times. on 9/12/17 I spent 4 hours on the phone with three different reps (kept losing the call), and still nothing has been fixed. I have reset my modem and devices, run several speed tests on testmy.net, and changed setting in the SCC as directed by the reps. I need to find a way to escalate this issue to someone that can fix this ASAP.

 

I want to work with Hughesnet to try and resolve this problem before canceling their service. I have kept up my part of the deal and paid for the service in full and always on time, but I have not received even close to what was advertised. The issue of slow speed exists regardless of the time of day, weather or how much data I have/have not used. I see that several people on here have had similar experiences, so I am hoping that I can get this resolved before going through the appropriate channels to get my contract cancelled without penalty.

2 REPLIES
Senior Instructor

Re: Extremely Slow Speeds. Need Help Before Canceling Service

To help the Hughesnet Customer Service Reps get a head start on your speed concerns, you should create a testmy.net account and 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)
-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 results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE


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.

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New Member

Re: Extremely Slow Speeds. Need Help Before Canceling Service

Thank you C0RR0SIVE. I will test and post.