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Extremely slow download speeds

Liz
Moderator
Moderator

Re: Extremely slow download speeds

Good morning ml520,

 

Wow. Thank you for your results page, this is really unusual. I'm sending this up to our engineers too. I'll post back once I have any news to share.

 

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.

ml520
Junior

Re: Extremely slow download speeds

Thanks, Liz, I sure appreciate the help! Let me know if you need anything further from me.

ml520
Junior

Re: Extremely slow download speeds

Liz, I'm wondering if you've heard back anything on this. Tonight around 9pm the speed was so slow that I couldn't even access a speed test for at least 15 minutes. When I was finally able to do a testmy check, the result came back at 1.961 GIGAbits per second. Tests following that one have all come in at between 2 to 7Mbps.

Liz
Moderator
Moderator

Re: Extremely slow download speeds

Good morning ml520,

 

Thank you for checking in, I haven't heard back from engineering regarding your case or beam. I've pinged them for an update, once I have something to share I'll post back. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

 

Your 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.

ml520
Junior

Re: Extremely slow download speeds

I'd like to bump this to the top of the pile again, as it's been a month and a half since my original post and I am still having the same problem, only it appears to be getting worse at other parts of the day, as well. Nearly unusable and can't do even the most basic things without a long, long wait. Apparently no response from engineering, and only mention of a month's credit. As I look at other posts on the forum I see many others experiencing the same issue. Surely someone at Hughes has a clue about what's going on?

Liz
Moderator
Moderator

Re: Extremely slow download speeds

Good morning ml520,

 

Thank you for the recent speed tests. We haven't gotten any updates regarding any specific actions, but our engineers are still currently working to address these concerns. Please check your private messages in the top right corner of the community page as I will send you a PM to further address your concerns.

 

Your 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.

ml520
Junior

Re: Extremely slow download speeds

Liz, I need to know what's being done to investigate and resolve this issue. Six weeks should be plenty of time to get some response in that regard, and so far there has been zero, despite what I feel has been an incredible amount of patience on my part. Any other company would be looking for new "engineers" should they be incapable of identifying and proposing a fix within that time frame, for a problem that appears to be affecting such a large number of customers. While offers of credit for unusable service are appreciated (although I have yet to see any credit on my statement since this was first discussed in late September), they don't really get at the issue here. I use Hughes to run a business out of my home in a very rural area where I have no landline options. This is costing me time and money beyond any credits being proposed. Please provide a timeframe for a fix on this, and please get assurance from HQ that we will be able to cancel service without penalty once that timeframe has expired. I have been thrilled with Hughes service prior to Gen 5, and before this experience I was quick to recommend it to everyone. But since Gen 5 and its dismal customer support, my enthusiasm is in rapid decline.

Liz
Moderator
Moderator

Re: Extremely slow download speeds

Hi,

 

Over the past months our engineers have done a number of network adjustments like capacity expansions, terminal code updates, and other smaller tweaks of which we're not aware. All these efforts are to try to provide acceptable service performance across the entire network. There are numerous teams with countless members who are working to address these latest speed concerns, and in general, to maintain the network 24/7. Us mods normally don't get ETAs from the engineers regarding an overall "fix", when we do get an ETA it will be for an update or specific adjustment which MAY provide relief for some.

 

I do apologize that lately it seems like we have not been able to provide improved speeds for most of you here in the community, but I assure you we are working to bring relief one way or another.

 

Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

 

Your 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.

ml520
Junior

Re: Extremely slow download speeds

Another month has passed...tonight it took me 56 minutes of "your connection was reset," "the web page took too long to respond," "DNS entry not found," and the like to finally get to the point of being able to access this forum. Then for kicks I checked the speed: 719kbps download. I got a message a couple of days ago with an encouraging promise of capacity upgrades. Obviously not there yet, but does anyone have the scoop on what's planned and what the timeline is?

Liz
Moderator
Moderator

Re: Extremely slow download speeds

Good morning,

 

We don't have any additional information or timelines, should we get any new news to share from engineering you'll hear back from us.

 

Your 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.