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

Junior

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

Still no contact from HughesNet on this issue. Called Tier 1 support today. Tech made some adjustments. Technician said he is seeing high latency spikes. After several adjustments, latency spikes seems to have smoothed out a bit. Will continue to check over the next few days. I will continue to update this so people can see how HughesNet is handling it.
Moderator

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

@lighthope1,

 

Thank you for contacting us. I have been following this thread for the past few days and watching our representatives troubleshoot during your calls. I have also been running diagnostics of my own. The issue we are running into here is that the problems being experienced are being caused by something we cannot resolve remotely or on-site. Your equipment is fully operational. What you are experiencing are typical side effects due to the current state of satellite internet technology, just a bit more severe. Ultimately, we hope that all of our users experience much less of this, but in some cases, this can vary from customer to customer, in terms of severity. I confirmed this information based on the fact that you have an optimal dish signal, with a recently clean diagnostics history. Also, your speeds are well-above average for your plan. I understand this is not an ideal situation, but neither I nor our engineers can alter the latency at this point. This is something we are working hard to improve and have made strides with previously. 

 

I see that our representatives have already applied a monthly discount to your account, as a form of compensation. Currently, this is the extent of what can be done. If our service is no longer able to meet your needs, we understand if you decide to move on to another ISP. I do apologize for the inconvenience.

 

-Damian   

Junior

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


After one night of testing, I am still getting some higher than normal latency, but it has smoothed out somewhat, and I have not gotten any of that 6K+ latency. I will keep testing and report in this thread what is happening so everyone can see.


@Damian wrote:

@lighthope1,

 

Thank you for contacting us. I have been following this thread for the past few days and watching our representatives troubleshoot during your calls.

 

You have?  Then I am somewhat disappointed that you never jumped in to say anything.  It was I who had to make yet another call, otherwise this problem would have continued unaddressed.

 

I have also been running diagnostics of my own. The issue we are running into here is that the problems being experienced are being caused by something we cannot resolve remotely or on-site. Your equipment is fully operational. What you are experiencing are typical side effects due to the current state of satellite internet technology, just a bit more severe.

 

If that is true, then why did I not experience this when I was on the other satellite?  If this is, as you say, "are typical side effects," then this problem should be universal and not have appearly only after I was moved to a different satellite.

 

Ultimately, we hope that all of our users experience much less of this, but in some cases, this can vary from customer to customer, in terms of severity. I confirmed this information based on the fact that you have an optimal dish signal, with a recently clean diagnostics history. Also, your speeds are well-above average for your plan.

 

My speeds are very nice.  Much apprecaited.

 

I understand this is not an ideal situation, but neither I nor our engineers can alter the latency at this point.

 

That is an odd thing to say, since the most recent adjustments made by your Tier 1 representative did indeed seem to have some effect.  We'll continue to monitor and see if this is just a temporary thing or more permanent.

 

This is something we are working hard to improve and have made strides with previously. 

 

I see that our representatives have already applied a monthly discount to your account, as a form of compensation.

 

If you examined the case as you say you have, then you know the compensation was for the months of detrmental speeds (400K mbps was the lowest recorded speed), and had nothing to do with the high latency that is being experienced now

 

Currently, this is the extent of what can be done.

 

Latency for a satellite is about 600ms.  Anything above that has to do with congestion, data clogs, bad traffic management, or hardware failure/misconfiguation.  All these are well within your ability to correct.  (Unless the issue is with the satellite itself, which would clearly be beyond your reach but not beyond your responsibility.)

 

A theory discussed with the latest representative was moving to a different gateway and see if that solves the problem. (Indicative of a gateway problem or data clog in the area.)

 

If our service is no longer able to meet your needs, we understand if you decide to move on to another ISP. I do apologize for the inconvenience.

 

That statement is extremely disingenuous. You know very well that no one uses satellite unless no other option is available.  So you know I have nowhere else to go.

 

Your statement to "move on to another ISP" simply appears to be an attempt to get rid of the complainer rather than fix the problem.

 

I will continue to update this thread so others can see how HughesNet addresses or doesn't address this problem.

 

Special kudos to the Tier 1 representative for case #124881865.  He was very helpful, saw the problem, and worked on fixing it.  A direct opposite to this message I am replying to.  Very, very disappointed in Damian's response.  I will log it for the record.


 

Junior

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

After a weekend of testing, I have the following observations: Web pages are loading slightly faster. This is in line with what the Tier 1 representative did in regards to adjusting some configurations. (I don't recall the exact words he used, so don't marry me to that phrasing.) The high latency problem, however, remains, with the largest spike being around 30 seconds. Sunday was a particularly bad day with latency generally between 2000ms and 4000ms with even higher spikes (plus some 700ms thrown in there). The next step in addressing this problem would be to move to a different gateway. This will tell us if the problem is with dish alignment (highly unlikely), a problem with the Seattle gateway (most likely given posts by others here), or a more widespread, system-wide problem (doubtful, but possible). The challenge is to get HughesNet to move me to a different gateway since, based on the response by @Damian, HughesNet still isn't even acknowledging their responsibility for the problem, instead opting to blame some untouchable "boogeyman" which apparently must be swinging the satellite from its orbit to somewhere around the moon based on these huge latency spikes. We'll see. I will continue to update this thread to record what becomes of this.
Junior

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

(Strange. I have no idea why it smashed all my paragraphs into one bunch. But they were spaced out!)
Distinguished Professor IV

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


@lighthope1 wrote:
The next step in addressing this problem would be to move to a different gateway. This will tell us if the problem is with dish alignment (highly unlikely), a problem with the Seattle gateway (most likely given posts by others here), or a more widespread, system-wide problem (doubtful, but possible).  

You can't be moved to a different gateway, as each beam is assigned to a single, specific gateway.  The only possible way to move to a different gateway is to be re-pointed to the alternate satellite, and then your gateway would be whichever one your beam on the alternate satellite is assigned to.


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

@GabeU > You can't be moved to a different gateway, as each beam is assigned to a single, specific gateway. > The only possible way to move to a different gateway is to be re-pointed to the alternate satellite, > and then your gateway would be whichever one your beam on the alternate satellite is assigned to. (The message quote thing isn't working for me.) The Tier 1 rep who I talked to last said engineering had to do it. So it's possible or he was mistaken. idk
Junior

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


@GabeU wrote:

@lighthope1 wrote:
The next step in addressing this problem would be to move to a different gateway. This will tell us if the problem is with dish alignment (highly unlikely), a problem with the Seattle gateway (most likely given posts by others here), or a more widespread, system-wide problem (doubtful, but possible).  

You can't be moved to a different gateway, as each beam is assigned to a single, specific gateway.  The only possible way to move to a different gateway is to be re-pointed to the alternate satellite, and then your gateway would be whichever one your beam on the alternate satellite is assigned to.


(Okay, it was my browser that was messing up the message. Let's try it with a different browser)

 

The Tier 1 rep who I talked to last said engineering had to do it. So it's possible or he was mistaken. idk

Highlighted
Distinguished Professor IV

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

@lighthope1 

 

It's possible he was referring to switching to an alternate beam that overlaps your location.  A different beam would be assigned to a different gateway, but this is rarely done, and only when the signal from the alternate is adequate, which normally isn't the case.  


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


@GabeU wrote:

@lighthope1 

 

It's possible he was referring to switching to an alternate beam that overlaps your location.  A different beam would be assigned to a different gateway, but this is rarely done, and only when the signal from the alternate is adequate, which normally isn't the case.  


That could be what he meant.  That was how I interpreted it.

 

I do have to get something done about this latency.  It interferes with my online education.  Live videos will skip with this kind of hangup.  And YouTube keeps buffering despite really good speeds.  So speed is great...when the speed isn't zero due to the latency spikes.