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Internet speeds are very slow and do not meet agreed upon package speeds most of the time while using.

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New Member

Internet speeds are very slow and do not meet agreed upon package speeds most of the time while using.

The internet speeds, even while connected directly to the modem through hard wire, are slow and unacceptable. The agreed upon package was for the Ultra package and so far the speeds are unable to maintain anything close to what is described. The over the phone technical support is unable to help me, even though I've called five different times. This is very displeasing that nobody is willing to help me outside the "script" of what the technical support representatives have to follow. It is literally the same instructions and troubleshooting every time. Upon finally receiving an actual technician to assist me this last phone call, I will be considering ending my services with this organization and seeking plans elsewhere, if nothing is able to be accomplished through the home visit by the technician.
5 REPLIES 5
Professor

Re: Internet speeds are very slow and do not meet agreed upon package speeds most of the time while using.

The agreed upon package was for the Ultra package and so far the speeds are unable to maintain anything close to what is described.
Please be aware that speeds are sold as "up to" a certain speed. "Up to" 10  means that anything form 0 to 10 is OK.  So if you get speeds between 0 and the number after "up to," the seller is legally within contract agreement.
Junior

Re: Internet speeds are very slow and do not meet agreed upon package speeds most of the time while using.

Hi silverhorn,

Welcome to the community.

What kind of speeds are you getting?
How are you testing your speed?
Are you testing during peak or off-peak hours?
What OS are you running?
What antivirus are you using?

As a HN user for quite a few years, although the speeds are not the fastest, for me the speeds are well within the acceptable range.
There are many here within the community to help you get the most from your service.
Please provide a little more information so you can be helped.

Best wishes,

Don  Smiley Happy
Associate Professor

Re: Internet speeds are very slow and do not meet agreed upon package speeds most of the time while using.

Hi, and Welcome to the Community, I am sure Liz or Amanda would be more than glad to help you.

To get started, please follow the steps here to set up a testmy.net account and run speed tests so that Hughesnet can get a proper evaluation of your system performance:

http://customer.kb.hughesnet.com/Pages/7001.aspx

Most important points:
-do the tests while directly connected to the HughesNet modem
-use the 12MB test file
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/[yourusername]

Looking forward to hearing back from you.
Honorary Alumnus

Re: Internet speeds are very slow and do not meet agreed upon package speeds most of the time while using.

The unwritten rule is that Hughes shoots for a minimum of 60% of plan rated max under load.

There are many things that can contribute to slow speeds ranging from settings within the users network to pending equipment failure to installation issues to finally something within the Hughes Gateway structure.

What is required here is that a account be created at testmy.net

After logging in to said account that a series of three to five manual download speed test be ran. The tests need to be spaced at least five minutes apart,

A link to the users account data should be posted here within this thread.

Three of the test series should be ran, one early, one mid-day and the last late evening.

This is to determine if the issue is "around the clock" or the result of congestion.



Moderator

Re: Internet speeds are very slow and do not meet agreed upon package speeds most of the time while using.

Hello silverhorn87,

We're very sorry to hear that you are not getting the best experience possible with our service. We do hope that the technician visit does improve your service performance, but if not, please let us know so we can start working with you to find a resolution. 

Thank you,
Amanda