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For Hughesnet Customer Care: Bad Upload Speeds

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jacobsenlc
New Poster

For Hughesnet Customer Care: Bad Upload Speeds

I have been having consistently bad upload speed.  Customer Care telephone support asked me to run these tests and post them here for customer care to see.  (Seems like a weak procedure.  Well, here it is.  I will call later and see if customer care can see this an respond.  Thanks.
7 REPLIES 7
jacobsenlc
New Poster

I noticed in another thread that CC wanted URL to my test results.  Here it is:

http://testmy.net/quickstats/SiBon
Amanda
Moderator

Hello Jacob,

Welcome to our community and thank you for your post! I am not quite sure why customer support would redirect you here instead of continuing over the phone, but you're here, so lets get to work! What prompted you to look into your upload speeds?

We have certain specifications for speed tests in order to accurately gauge the results. 

Here are the formal instructions: http://customer.kb.hughesnet.com/Pages/7001.aspx

You should select the manual download size of 12MB to test download speeds and/or the 2MB size for upload speeds. Let me know if you run into any trouble!

Thanks,
Amanda
jacobsenlc
New Poster

I was told to use testmy.net and post a screenshot of the results here.  This was the only vehicle to pass information to higher level support.  I was not given any specs such as you have provided here.  I would think you can find the dialogue under my user id and see you the individual was (Rachel).

OK.  I will follow your instructions.  It would be good if the phone support staff could advise the same and save everyone time and rework.

Thanks.
jacobsenlc
New Poster

Here is the url for the upload test:

http://testmy.net/db/IpikFHNKr

It has been consistently running at around 0.5 Mbs which is 1/4 of the advertised upload speed for the $79 per month "Pro Plus" customers.  I can provide additional history if needed.

Here is the download test URL:

http://testmy.net/db/6PzSA1KDV

It is wonderful  but I would happily trade off this download rate for a consistent 15/2 down/up Mbs. In fact, upload is more important to me than download.

Let me know next steps.

Thank you.
Amanda
Moderator

Hi Jacob

Thanks for the info!

You're right - those upload speeds are not acceptable for your service plan. Can you tell me about the setup at home? When you ran these tests, were you directly connected to your modem using a computer/laptop, wirelessly connected with a computer/laptop or wireless from a smart device?

Your overall signal and HughesNet equipment look good, but we can have that double checked if we can't resolve it here in the community and I have to escalate to an engineer.

As well, if you have a mobile device, can you try to download our free mobile app and run the wi-fi tests? https://community.myhughesnet.com/hughesnet/topics/join-in-hughesnet-has-a-new-mobile-app-and-we-re-...

Thanks
Amanda
jacobsenlc
New Poster

Amanda, I am only interested in the absolute performance of my Hughesnet account and connection to my desktop computer.  I don't do much wireless via wifi at home.  I will rerun the above tests with my desktop computer connected directly to the modem.  Thanks.  Lee
jacobsenlc
New Poster

Amanda,

Here are today's upload and download speeds when directly connected to the modem:

Upload:  http://testmy.net/db/CeUxsiZgO

Download: http://testmy.net/db/JQ35KZc1S

Let me know next steps.  Thanks.  Lee