Extremely slow download speeds during evening/night hours.

[keithedward]

I switched to Gen 5 a few weeks. I was told by customer service that Gen 5 would solve the slow speeds I had been experiencing with Gen 4. Not only did Gen 5 not fix the issue but my speeds are now slower than they were with Gen 4.

During daytime hours my download speeds are tolerable. When connected directly to the modem the speeds vary from 8 to 15 mbs (using testmy.net).

Starting in the late evening my mesaured speed plummets to between 300 and 600kbs! This behavior is very consistent. At these lows speeds we are unable to stream video (ie. Netflix) even when our smart TV is connected directly to the modem.

We did not have this problem during the 4 years that we had Gen 4.

What is causing this issue and what can be done to resolve it?

Thanks

[maratsade]

It's probably due to congestion during prime time.  In any case, to have speed issues addressed in this community, first you will need to follow the procedure detailed here: https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607

[keithedward]

Hello maratsade,

Thanks for your response. I have attached a few of my testmy test results (link below). All tests were performed while connected directly to modem (LAN). My speeds are very low.

Thanks

https://testmy.net/quickstats/keithedward

[maratsade]

Yikes, those look bad.  You may want to run a few more, spaced out in batches of maybe 3 tests in the morning, 3 in the afternoon, and 3 in the evening.  Are you in FAP? If you've exhausted your data, speeds will be throttled, but they are supposed to be around 1 Mbps. 

[keithedward]

No, I am not in FAP. We currently have plenty of data in our que. I have run many tests over the past month. I occassionally get 4 or 5 meg but the majority of my tests come back at less than 1 meg.

This problem seemed to get worse when I upgraded to Gen 5.

[maratsade]

OK, that's good info, thanks! 

The reps on this site will need more tests so the engineers can look at what may be going on. Maybe you could run some more tests tonight (say, 3 tests, 5 minutes apart) and some more tomorrow (3 in the morning, 3 in the afternoon, and 3 in the evening)?  The reps and engineers will need more data points to analyse what may be going on. 

[keithedward]

I conducted several more tests throughout the day today (link attached). We the exception of one reading, all results were extremely poor. Performance has been so poor, and so inconsistent, that I have been unable to use any of my cloud-based applications for my job. As indicated earlier in this thread, our performance was never great with Gen 4 but it was definately better than what we are experiencing with Gen 5.

Certainly not what we are paying for.

https://testmy.net/quickstats/keithedward

[maratsade]

Yeah, those speeds look really bad. You've run the tests while directly connected to the modem with a LAN cable, right? When you check the system status (http://192.168.0.1/#!/home/status), what's the state code?

Have you tried power cycling the modem?

I hope the reps on the site will get back to you tomorrow. 

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@keithedward wrote:

I conducted several more tests throughout the day today (link attached). We the exception of one reading, all results were extremely poor. Performance has been so poor, and so inconsistent, that I have been unable to use any of my cloud-based applications for my job. As indicated earlier in this thread, our performance was never great with Gen 4 but it was definately better than what we are experiencing with Gen 5.

Certainly not what we are paying for.

https://testmy.net/quickstats/keithedward

---

[keithedward]

Yes, all tests have been run while directly connected to the modem with a LAN cable.

I have tried power-cycling the modem. After cycling yesterday, I got a bit of improvement but it quickly deteriorated over the next couple of hours.

Thanks

[maratsade]

Thanks, Keith. Hopefully one of the reps on the site ( @Liz , @Remy , @Damian ) will jump in and do more troubleshooting and diagnosing today.