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HELP! This internet is much slower than my other internet!

BrightEyes92
New Poster

HELP! This internet is much slower than my other internet!

I just received service today. And I'm only using my phone or laptop and it takes forever for a page to even upload!!! I went with the service thinking it was cheaper than my other internet plan with another company. Because my bill with them was $103!! But at least it ran faster!! And I have done the tester numerous times. It still doesn't help when I'm uploading or downloading something. I even was trying to watch something on my phone and all I got was, "we are experiencing difficulties opening up the site. Please try back later" I NEVER had that problem with the other company! I'm about to cancel and go back with the other one even if I do have to pay $103 a month!
So does anyone know what I can or should so?

Marie
Tags (1)
7 REPLIES 7
GabeU
Distinguished Professor IV

Re: HELP! This internet is much slower than my other internet!

@BrightEyes92 

 

First, please keep in mind that satellite internet can be quite different from ground based service.  Pages do tend to take longer to open, both because of the much higher latency inherent to satellite internet and the way site servers react to that latency.  Depending on the "size" of the page, they can take many seconds to fully load, and even a number of seconds to just start loading.  Regarding streaming, while there can be buffering, especially in the evenings when the highest number of people are online and, ironically, trying to stream, it shouldn't be so bad that you're having issues even opening the app or site for that streaming.  

 

These things, as well as some others, are the primary reasons that satellite internet is an internet of last resort.  

 

Because of the issues you're experiencing, the first step will be to ensure that you're not having any connection issues.  When looking at the System Control Center of the HughesNet modem, are both boxes at the top of the page green?  If both are green, please proceed to the next step of speed testing, the protocol for which is below.  If either of the two boxes is NOT green, please do not proceed with the speed testing, but rather click on System Status at the top of the page and tell us in a reply what is listed for the State Code (both the number string and the description) in the System Summary box.

 

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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 your testmy.net "My Results" page URL with us here. A batch each in the morning, afternoon and evening is the most ideal, but the reps are well aware that not everyone can do this, so please just run a batch when you can.

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 in the HT2000W modem 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 4MB size upload test file
-space each test in the batch 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 9AM to 6PM EST. 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 modem, 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).


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spydermike
Sophomore

Re: HELP! This internet is much slower than my other internet!

For what it is worth, unchecking "SSID enable" did not stop my HT2000W wifi broadcast...just the SSID from showing.  I had to also go to Advanced Settings and Wireless and then uncheck the broadcast on the two frequencies.  That finally silenced the beast.

GabeU
Distinguished Professor IV

Re: HELP! This internet is much slower than my other internet!


@spydermike wrote:

For what it is worth, unchecking "SSID enable" did not stop my HT2000W wifi broadcast...just the SSID from showing.  I had to also go to Advanced Settings and Wireless and then uncheck the broadcast on the two frequencies.  That finally silenced the beast.


While this is important when one is using their own WiFi router in order to prevent signal interference, or when one wants to completely lock out their WiFi, disabling the SSID Broadcast is sufficient when it comes to speed testing.  Disabling the SSID Broadcast ensures that nothing can connect and sap bandwidth via WiFi while the speed testing is taking place.

 

That doesn't mean that people can't take those extra steps and completely disable the WiFi altogether while testing if they want to, but only that it's unnecessary to do so.  


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Michael57
Senior

Re: HELP! This internet is much slower than my other internet!

Actually, disabling the SSID broadcast means that when you check for available networks from a device you won't see that network because it isn't broadcasting the name, but you can still connect to it and use it if you know the name or have already connected to it and saved that information.  Some devices that already have that SSID saved will do so automatically, most will require a manual step.

spydermike
Sophomore

Re: HELP! This internet is much slower than my other internet!

Exactly, that is why I had to go the step further to truly disable WIFI from the modem.  I was still seeing the broadcasts on a WIFI analyzer.  They were not broadcasting the SSID; they were labeled with a HN ID.

GabeU
Distinguished Professor IV

Re: HELP! This internet is much slower than my other internet!

@Michael57 

@BrightEyes92 

 

Actually, I should have looked at the sheet instructions, but it's "SSID Enable", not "SSID Broadcast".  I can tell you that, in five attempts, unchecking "SSID Enable", which again is what the instructions give, severed my connection.

 

This was with my Smartphone on the 2.4GHz band, and both my home built Ryzen desktop and a Beelink mini PC on both the 2.4GHz and 5GHz bands, separately.  One try for each.  Each time my device disconnected.

 

Though there may be a way that knowledgeable people can still connect their devices after "SSID Enable" is disabled, for the average user, and for the purposes of speed testing, unchecking "SSID Enable" and then clicking "Save Settings" is sufficient.  Again, that doesn't mean that people can't completely disable the WiFi if they want to, but only that it's unnecessary for this purpose.

 

Edit:  I just tried it with my TV and it was the same.  Unchecking "SSID Enable" and clicking "Save Settings" severed the 2.4GHz connection to it.  

 

Also, keep in mind that the "Hidden Network" you may see being broadcast is strictly for the HughesNet WiFi Booster.


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Michael57
Senior

Re: HELP! This internet is much slower than my other internet!

Yeah, disabling the SSID itself should make it not usable even for knowledgable folks.  Disabling the broadcast is more of a privacy/security measure, though not a particularly effective one.