Thank you for your additional response. I have always had a residential account. It has been twelve years since I lived in an area that had land situated cable services. I am surrounded by wheat and hay fields and a massive state park. Satellite is my only option. I have tested the speed through several outside test services which were not the one you suggested and the test offered under the HughesNet support tab. That is the one the support people I talked to had me run multiple times. I will do the one you suggest, but it will have to be at another time since I am at work now. How do I show those results to support my situation?
Here is the progression of my situation:
1) An installer installed the upgrade at my home on 01/12/2024. I was using wi-fi between the modem and computer at that time (six feet apart from each other). The installer said it would take 24 hours for full speed to be achieved and that an ethernet cable would be better. I ordered the cable.
2) On 01/14/2024 the speeds had not improved over my prior service and the tests that I ran did not look remotely close to what the installer said I would get. I called support and talked to someone for at least an hour. He said that he thought the modem was bad and not transmitting wi-fi out correctly. He set up a replacement modem for shipping to my home.
3) A day before I got the replacement modem I got my new Cat 6 ethernet cable and installed it. The speed did not improve, so I was not sure the wi-fi going out of the modem was the problem. The replacement modem arrived and I followed the instructions to install it on 01/20/2024 before I went to work. I let it go through what was supposed to be a self-installation process while I was at work. I came home and the send/receive lights were not on and there was no internet access.
4) On 01/21/2024 I unplugged it, checked the connections and tried the installation process again. It failed to install or provide any internet access. The send/receive lights never came on. I replaced it with the modem that the installer put in. It was slow, but at least I had internet access. I have since shipped the "replacement" modem back to HughesNet. It will arrive this week according to the tracking number I have.
5) I spent that morning upgrading all of the hardware drivers, including the network adapter driver, to make sure my hardware was up to date. I removed almost everything off of my start menu or from running in the background. I did a utility maintenance to clean up my registry and all of the temporary files, including internet browser files. I did everything I could do to make sure my hardware and software were not a problem. I disabled the anti-virus and firewall software before running tests again through outside test sites and the HughesNet support testing option. I wanted to make sure that this was not an issue. There was no improvement at all.
6) I called HughesNet support later that day and talked to two people, including a manager for a total of at least two hours. The first person kept talking about and asking about my wi-fi connection and asking how far away my computer was from the modem. I repeatedly told him that I was connected with a 10 foot new Cat 6 ethernet cable. I asked questions about the set-up options I could see in the HughesNet area where you use the Admin password on the modem to access. I was wondering if anything could be set up incorrectly in the modem, but he didn't seem to be familiar with the set-up options. The manager I talked to was not helpful either. She kept talking about a VPN and how that might affect my speeds. I kept telling her that I do not use a VPN. I ended up telling her that things were going nowhere and that I would think about what I wanted to do next.
After having a chance to look around on HughesNet I found the forum and decided that this is the next step. I do not know if I have Gen 5 or 6. I just know that I am on the new satellite. I can't think of anything else to tell you. The support people have all told me that I have good speed at the modem. They have all acknowledged that it is not reflected in speed they see in my tests done through the HughesNet tests when I access the computer. I can not see the speed at modem point myself. It isn't logical to me that good speed at the modem level can not translate to decent speed at the computer level. There would be some degradation, but not to the point of 0.20 download speeds and 700 or more in latency. I will wait to see further responses or inquiries. Thank you.
