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HughesNet Tier 4 support refused to help with unusual high latency problem

Junior

HughesNet Tier 4 support refused to help with unusual high latency problem

Here is a record of this current problem.

 

Record begins.

 

Case ##124526040

Had issue with low speeds in evening.  400K speeds.  Was switched to different satellite.  Speed problem solved, however, now am experiencing very high and wildly swinging ping times.  Between 800 ms and 44,000ms!!!!!!!!!!!!  (That 44,000 was only recorded once.  Usual upper limit is 5,000 ms)

 

At times, websites like Facebook won't load and any kind of streaming is impossibly stuttered.

 

Called Tier 1 support.

 

First call.  Weather was blamed.

 

Second call same day.  Weather was blamed.

 

Third call next day (Next day (10-18-19).  Disconnected

 

Called back.  Represetative clearly did not speak English natively and had some communication problems.  Representative said case has been escalated to Engineering department and that I would receive a call tomorrow in the AM. Reference #124564944.  Very oddly the representative asked me what I had for dinner.


Engineering called back 10-21 in the afternoon. Heavy storm overhead. Have to call back.


Called back 10-22 1:37 PM. Told Tier 4 Representative about ping problems.  I told him that ping was wildly swinging between 800ms and a record 44,000 ms.  I also said that I never had this problem on the old satellite.

 

Representative said he would not do anything about it, said 2000+ latency is just the way that it is. (Not a direct quote)

 

I acknowledged that he refused to do anything about it.  Representative thanked me for calling HugesNet Support.

 

End of record.

 

So bascially HughesNet Tier 4 told me to go suck an egg.  They won't do anything about it.

 

Great customer service.

 

Wish there was another company in my area.  Will keep looking and hoping.

79 REPLIES 79
Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

Here is my latency from tonight:

 

Screenshot_2019-10-22 Test My Latency.png

 

Range was 979ms to 2848ms

https://testmy.net/latency?tID=uidalsi9s9

Assistant Professor

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

I wouldn't go by that latency chart.

The only way to test your latency is to do your own pings/traceroutes to several major hosts.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem


@MarkJFine wrote:

I wouldn't go by that latency chart.

The only way to test your latency is to do your own pings/traceroutes to several major hosts.


I've done that.  But testmy.net had a chart I could post.

Distinguished Professor IV

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

The result the TMN test gave me, using the Dallas server, was 2471ms, which is WAY off.  I don't know exactly how it tests, but I also tried a few other servers, with each one giving me results that I know are not correct.


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

I've tried a couple more sites.  Some just time out.

 

I also tried the command prompt ping test. That comes out at 600ms fairly consistently.

 

So now we have to ask the question: Why does a ping test come with low ping, but streaming data have such problems.

 

The only thing I can think of is what someone else brought up: There is some sort of data clog somewhere.

 

Sometimes doing a download test from testmy.net (the site Hughesnet tells us to use!), shows it hanging for a long them, then sending the data in a whoosh. Upload tests have upload speeds all over the place during the timeline.

 

That could be the problem.  Not latency, but a data clog.

Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

Oh, to add to the record, someone from HughesNet called me. Unrelated to this issue, it was for something else. But I did bring this problem up (as well as the extremely unhelpful Tier 4 support person), and she is investigating the issue.  She said she'd call back.

 

I did mention the possibility of a data clog being the problem.

 

I will report when (if) she does.

Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem

I don't know if this will be relevant, but this page

 

https://gallifreybase.com/gb/

 

Took 21 seconds to load.

 

This page

 

https://my.hughesnet.com

 

Took 23 seconds to load.

 

This page

 

https://www.facebook.com/

 

Timed out and failed to load.

 

 

Junior

Re: HughesNet Tier 4 support refused to help with unusual high latency problem


@GabeU wrote:

The result the TMN test gave me, using the Dallas server, was 2471ms, which is WAY off.  I don't know exactly how it tests, but I also tried a few other servers, with each one giving me results that I know are not correct.


This may exlain why TMN is giving you such high scores.

 

TestMy.net TCP Ping Tool

a.k.a. TestMy Latency is not the average ICMP ping you get from your command line. TestMy Latency is a totally different type of Internet Speed Test than what you may be used to. TestMy Latency runs on the Transmission Control Protocol (TCP) (layer 4 - transport) where as normal ping runs on ICMP (layer 3 - network). ICMP is not used to exchange data between systems and has no way of interacting or detecting issues with the layers above it (layers 4 through 7). It simply can't give a full picture of what's happening on layer 4. TestMy Latency is different and tests at the transport layer.

 

(Emphasis added)

 

So basically a command line ping which HughesNet says is most accurate, according to this, is most useless. And that TMN give a better "real world" look at the actual latency.

 

Or so they say.

Highlighted
Distinguished Professor IV

Re: HughesNet Tier 4 support refused to help with unusual high latency problem


@lighthope1 wrote:

So basically a command line ping which HughesNet says is most accurate, according to this, is most useless. And that TMN give a better "real world" look at the actual latency.


Actually, it's not, but there is no point in arguing with you if you're convinced.  

 

I can tell you, though, that relying on TMN's latency results aren't going to get you anywhere with HughesNet's reps or engineers concerning such.  


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit