Forum Discussion

MichaelButler's avatar
MichaelButler
Freshman
8 years ago

Gen 5 Problems!

We just received our our Gen 5 service yesterday (50GB plan) which is supposed to give us better speeds compared to our congested Exede service. Unfortunately, we were only getting speeds of 0.28 Mbps download and 1.0 Mbps upload. I called tech support twice yesterday. The first call they told me that 5 Mbps download was about the best I could hope for. The second call (with 0.28 Mbps download) they PROMISED me that my speeds would increase to 25 Mbps within 24 hour. Well, it's 24 hours later and my speeds are hovering around 3 Mbps download.

 

I've very disappointed in the new service and am ready to cancel and go back to Exede.  Is there a better way to get tech support than calling in?

Performance
  • Liz's avatar
    Liz
    8 years ago

    Hi Michael,

    Thank you for sharing that speed test, I will include this in my report to management about your situation. I've also replied to your latest PM; I hope we've sufficiently addressed your concerns. Do come back if you have additional questions, we're happy to help.

  • C0RR0SIVE's avatar
    C0RR0SIVE
    Associate Professor
    8 years ago

    MichealButler,

    You should be seeing 25Mbps easily unless you happen to live in one of the smaller areas that Jupiter II doesn't cover.

    To help the Hughesnet Customer Service Reps get a head start on your speed concerns, you should create a testmy.net account and perform 3-5 tests during different parts of the day. Then share the account results link with us here.

    Please keep in mind that Hughesnet will only accept testmy.net and the official Hughesnet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.

    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)
    -use the 12MB size download test file ONLY if on Gen4 Service Plan
    -use the 25MB size download test file ONLY if on Gen5 Service Plan

     

    -If testing upload instead of download, you must use a 4MB size upload test file
    -space each test at least 5 minutes apart
    -post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE

    For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

    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.

    • MichaelButler's avatar
      MichaelButler
      Freshman
      8 years ago

      I just figured out that we are on Echostar 17 which is not a Gen 5 service. How can this be changed?

      • C0RR0SIVE's avatar
        C0RR0SIVE
        Associate Professor
        8 years ago

        Echostar 17 can provide Gen5 service plans, but right now the bird is so overloaded that Hughes is trying to wait on providing those plans on that bird unless you live in one of three areas where Echostar 19 doesn't cover...  I suspect you live in one of those areas...?

        Jupiter II Service Map