Extremely slow internet

[rcollins15]

I contacted customer service about our extremely slow Internet. I spoke to three different techs, two of which I was disconnected while trying to resolve issues. The second tech was able to DRASTICALLY increase my Internet speeds. She had me reboot my computer only to loose all progress and then we were disconnected! The third technician was nice, but just did not know what to do to help.

My son uses the Internet for virtual school and the connection is so bad that we go elsewhere for him to do the majority of his schoolwork. I know this can be corrected since it was for a few short minutes, but I do not have hours to spend on the phone to explain, run tests, try different things, get disconnected and go through the same thing again and again. I spent over 4 hours on the phone with the three different techs and my problem still has not been resolved. I am paying for a service that is literally unusable for our primary purpose.

Looking through the community forum, I see this is a common problem and do not understand why more support techs cannot simply resolve the problem -- and we are trapped into a 2-year contract.

[Robp1]

Hello,

How many computers, tablets, tv's, etc. do you have hooked up to the wifi? Sometimes this will cause a huge drag on system preformance. I am not sure if you are using windows, Mac, Chrome OS? I know that Macs have a hard time if you are out of Data. I have found that when my wife is working we have to shut down all of the devices except for the one and then our system will generlly run. If your son is going to a virtual school you may want to contact there tech support and see if there are specific settings you can change from there end. Hughes has a huge lag and some servers will just boot you off. When the system starts dragging really bad are you noticing bad weather, wind gusts, clouds, etc? if that is not the case I would just reset the modem by unplugging it and then letting it reboot. Your comment, "The second tech was able to DRASTICALLY increase my Internet speeds." makes me think that you were out of data and they put more on to run a system test. Do you know if that is the case? it would make sense that your internet would speed up if a data pack had been applied to the account. Im not sure if this helps but best of luck to you.

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[rcollins15]

To try to answer all your questions -- when dealing with the techs, I had plenty of data remaining. she tried multiple things and after some changes, I was able to access all parts of my sons' virtual school system. Before she finished, she wanted me to reboot and it reverted back to the "original" settings and I no longer had access to all virtual school components. All of this information was documented in her notes concerning my call to the service center. I am using windows on all devices. Usually, there are only two devices connected to the WIFI when he is trying to complete school activities. At other times, there are multiple devices connected. On a few ocassions, I thought bad weather may have been the casue, but that soon proved to be wrong. Even on blue sky days we have no luck on the virtual school access.

Thanks for your input, hopefully we'll figure this out before the school year ends!

[maratsade]

To have speed issues addressed here, you will need more speed tests. May want to conduct those for a day or two. 

[GabeU]

@rcollins15 

In order for the Community reps to be able to help you with your speed issue, they will need some speed test results to demonstrate the problem, and the tests need to be run a specific way.  Before running the tests, however, please ensure that you are not presently out of your plan data.  You can see if your data has been exhausted by looking at the HughesNet Usage Meter or by going to this page with a device that is connected to the modem (either via LAN cable or WiFi).  

If you are not out of data, please proceed with the following speed tests...

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To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform a batch of 3-5 tests during different parts of the day, then share the account results link with us here.

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
-the testing device should be the ONLY device connected to the HughesNet modem while testing
-use the manual 25MB size download test file 
-If testing upload instead of download, use the manual 3MB 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 see this site.

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.

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. Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).

[rcollins15]

Hi Gabe,

Thanks for your response. I replied to the email version of your response (11/8/2019) and did not receive a reply, so I am posting that response here.

I ran the results tonight based on the instructions in your email below. Here is the link with the results run for 11/18/2019…

https://testmy.net/compID/618469866519

In case you can access my customer service calls, the calls were placed 10/4/2019. The second tech that was able to increase my speed, but then lost all progress before we were disconnected was Charmaine, case #124219395. I believe she had good notes about what she did/what happened. The third tech I spoke to was Martin Mejia, case #124224945. I do not have the name or case number for the first tech, we got disconnected very quickly in our conversation.

To reiterate, my main concern is for my son to be able to access his virtual school and complete his assignments/tests. This has been a serious problem and most work has been done at alternate locations because we cannot access the much of the materials through our internet service. Service in general is very slow with an occasional increase in speed.

Any assistance you can provide would be GREATLY appreciated!

[maratsade]

Gabe is not a Hughesnet employee, so he wouldn't be able to access any information about you. As for your tests, you will need to run more. You only have tests for one single day, and you will need more to have the engineers at HN analyze your speeds.  Best thing to do is run batches of 3 to 5 tests, spaced around 3 minutes apart, several times a day (for example morning, midday, afternoon, evening).

Edit: both your upload and download speeds look very good.

*I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.

[GabeU]

@rcollins15 

Please be sure to create an account at testmy.net and run your tests while signed into that account, then provide the "My Results" page URL.  The tests showing in that link are likely too old to be of any value to current troubleshooting.  The testmy.net account requirement is so that the reps can view all test results in a single place.  With CompIDs dynamically changing, it makes it impossible for them to do so using that method.  A good example is the linked CompID only showing your results from November.   

As maratsade stated, the results from that time look quite good, though it may be different now.  

Are you, by chance, required to use a VPN for your son's virtual school?  The reason I ask is that a VPN can significantly affect performance.