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Extremely slow web page loading and downloads.

Pete
New Member

Extremely slow web page loading and downloads.

Our Hughesnet connection is currently worse than dial-up. Right now I'm downloading MacAfee at 4.2kB/sec. If I click on Yahoo it takes the page a good 20 seconds to load. When I run the Hughesnet performance test I'm getting 11MB/sec but the stark reality is that I haven't achieved much over 1MB/sec over the last 3 days. Its almost like we're on the FAP program though we have 66% of our allowance remaining. Everything is green on the dashboard but we get periodic yellows on "Satellite receive status" and have to reset the modem to cure this.

Calls to customer service involve the same elementary troubleshooting that resolves nothing. The usual implication is that the server we're reaching must be busy so to test this I downloaded the same 56MB file on my phone and at 2bars of 4G it absolutely smoked Hughesnet. My phone had downloaded the file before Hughesnet had even loaded the webpage to the point where I could click "download".

What do I need to do to get some type of assistance as resetting the modem a thousand times per tech support isn't going to fix the problem. Not every server on the planet is coincidentally busy when I try to download "stuff" from it. I understand at peak times things slow down but 4 KB/sec? A 7MEG file has taken an hour and it's still not done!


22 REPLIES 22
GW
Advanced Tutor

Re: Extremely slow web page loading and downloads.

It sounds like you have deeper problems than normal. One of the Hughes people will be here tomorrow to begin fixing it for you to the extent repair may be possible.

If you're on the wrong beam or gateway, near dialup speeds of under 100 kbps is just the way it is sometimes. A more productive use of your time can be found in watching paint dry.
kelliheidt
New Member

Re: Extremely slow web page loading and downloads.

sounds just like what I am going thru
like my time is not worth anything
5 hours on the phone and I have nothing but a headache.
painfully slow internet and sad I ever made the call to hook up to blinding speeds in rural areas???
Pete
New Member

Re: Extremely slow web page loading and downloads.

It's 5AM and I'm downloading the larger McAfee file. I've hit about 400-500KB/sec so things are a tad quicker. At this time of morning I would have thought it's going to get about as quick as it'll ever get. Why does the speed test show such a high rate when real world downloads are so slow?
Amanda
Moderator

Re: Extremely slow web page loading and downloads.

Good morning Pete,

Welcome to our community! Do you have a recent case number or the serial number from your modem? This will help us locate your account and get started looking at your system.

In regards to your question about speed tests 'results' versus real-world download speeds... I feel like that is a question for an engineer, so I've sent your question to one! 

Thanks,
Amanda
Pete
New Member

Re: Extremely slow web page loading and downloads.

Modem serial number is: b3 0010907572 ac
Pete
New Member

Re: Extremely slow web page loading and downloads.

model ht1100
Old Labs
New Member

Re: Extremely slow web page loading and downloads.

Why does the speed test show such a high rate when real world downloads are so slow?
Nearly all speed test sites are designed for best case scenarios (pumping data as fast as they can). As such, they can be misleading when compared to real world scenarios - this could be as simple as the McAffee site limiting its own speed based on its current capacity and basically it takes two to tango. For example, I just did a 452KB Windows update download that took about 30 seconds despite the fact my speeds are fine (at around 16 Mbps). What speed tests are typically measuring is capacity not speed.     

Note: Just commenting on speed test discrepancies vs. the real world and one possible explanation for them, but appears something else is going on for you.
Chris11
Alum

Re: Extremely slow web page loading and downloads.

Hi Pete,

Thanks for posting with your serial so we could locate your account. Looking through your diagnostics, there isn't anything that stands out at this time. I understand your frustration from the experience you currently are having with the service. A common trend I can see here, is your network set up. Diagnostics show that you have a Belkin router correct? How old is it? A few of your calls in to support have had you bypass your router which then normalized (at least from our agent notes) the speed. I think a replacement may be warranted. We do have a router manufactured by D-Link that I can have sent to you. Unless of course your current one is fairly new. Please let me know if that is something you'd be willing to try.

Thank you,
Chris
Pete
New Member

Re: Extremely slow web page loading and downloads.

Chris,

Sorry for the delay in replying. Yes, we do have a Belkin router. It's about 2-3 years old and we only use it for wireless. I'd gladly try a new router but is the model you have wireless.?

The real problem with the customer support experience is that they never see any problems. Not sure why the notes include bypassing the router. We've tried it but I don't remember it ever making a difference. Usually the support experience dies on the vine because there is no "proving" that the service is slow. Over the course of our Hughesnet experience, we've had the following symptoms (obviously slow service being the prime symptom).

Frequent loss of service which only a reset of the modem will fix.

Frequent "Page cannot be displayed" which a refresh or two will usually cure.

Sporadic yellows on the system status page as described in my original post. Modem reset fixes this. Usually one reset, sometimes two.

Mysteriously disappearing anytime and bonus data which I suspect to be a different problem. Yes, I have robust internet monitoring and A+B doesn't always equal C when I look at our useage.

Right now my daughter is trying to download a game update from Google Playstore. It's about 70 meg and has been downloading for about 40 minutes now. I have strong doubts that Google is that severely bandwidth limited and that the problem is with the Google internet empire and not my Hughesnet system.

I appreciate your time Chris and am willing to try anything you can recommend. We've been dancing this dance for years now and all I want is reliable service. I'm not expecting Fios speeds but I do kind of expect to at least have a useable service, which is borderline most days. In fact, just tried YouTube. I can watch low resolution but any HD is buffering every few seconds.