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Latency issues Gen 4 Sat

Junior

Re: Latency issues Gen 4 Sat

When I say we haven't had good service, I think I'm being lenient on saying 2 months! Because I remember the effects starting in October! That was the end of our two-year contract! so since then we've basically have had worse than dialup service.  While downloads do work, (with most times having to pause and restart to make it complete).. Uploads are not and webpage loading worse than dialup. . It's just terrible, and we just need someone proper enough to take a look at this and not just tell me that nothing is wrong..  If it doesn't get taken care of soon we just actually will more than likely cancel service. And be with no internet! It's alot better than having to pay good money for terrible service...  The expensive monthly bill was ok when things worked ok for 2+ years but it's funny how after 2+ years after contract all of a sudden when Gen5 comes out our service is almost non existant and then 2 people have tried to get me to upgrade to Gen 5 with the excuse of even offering Gen 5 "well because the modem has Wi-Fi built into it, might fix your problem"... It's a joke.  This service MUST work if Gen5 is going to work. So can forget about upgrading to Gen 5.    I'm not saying this isn't a part of Hughesnet's plan, or that it is.  But I've seen no real course of action and have received no good help, just people telling me nothing is wrong with it.  Would be nice for it to go back to how it was before the contract ended, that is all I'm saying.
Thanks

Junior

Re: Latency issues Gen 4 Sat

Bump

New Poster

Re: Latency issues Gen 4 Sat

I have Gen 5 and it is not good. Just done test, 3.34 download and 2.69 up. It has been bad for months.

Instructor

Re: Latency issues Gen 4 Sat

@Liz, you may have missed this due to the holidays and J2 outage:

 


BJager wrote:

Hello? Still waiting on a reply on as to why the Tech no called no show when you said he would had been here on the 29th of December 2017.  And today it seems internet does not work at all, at all.. All lights on modem are blue, but every device in the house says wifi is not working, even the computer thats plugged directly in.  Can't say for sure when that happened as I went to bed and it was working (barely, like it has been for 2 months now).  Please don't forget about me. Can't help but feel like you told me that Thursday that the next day a tech will be here, because that was our refresh date and start of a new month for you to get our money!  We shouldn't have to pay for service that is not any good! For over 2 months now!


 

Instructor

Re: Latency issues Gen 4 Sat


ultrafarmer wrote:

I have Gen 5 and it is not good. Just done test, 3.34 download and 2.69 up. It has been bad for months.


The only way you'll get individual help here for speed issues is if you perform the tests described below then post results in your own new topic. This is assuming it isn't related to an issue they are already aware of and working on.

 

To help the Hughesnet Customer Service Reps get a head start on your speed concerns, you should create a testmy.net account and perform 3-5 tests during different parts of the day. Then share the account results link with us here.

Please keep in mind that Hughesnet will only accept testmy.net and the official Hughesnet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.

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)
-use the 12MB size download test file ONLY if on Gen4 Service Plan
-use the 25MB size download test file ONLY if on Gen5 Service Plan

-If testing upload instead of download, you must use a 4MB size upload test file
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE


For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

The Reps are on M-F from approximately 8AM to 5PM Eastern. They will be the ones to address your speed issues, but they will need these tests to do so.

Junior

Re: Latency issues Gen 4 Sat

Thx Birddog for trying to help draw attention here I really appreciate it!
I suprisingly just got a call from a tech, he's several days late but lol he said he is on his way.  This was about 30 minutes ago, so maybe this time something will be done and I will post back here the results!

Thx again man Smiley Happy

Junior

Re: Latency issues Gen 4 Sat

Well the guy came, same guy as last time and he was actually pretty helpful this time. Was thankful he came and tried his best.  He realigned my dish, got a very small increase (looking at his screen was like a 101.9 to a 102) but unfortunately it still seems to be where it was before.  He didn't replace the radio as you said he would though but he did mention that he didn't have any more radios on him, and according to his tests everything showed up good for him so he left it at that.  I do appreciate the fact he actually did something this time, but I will monitor it closely and see if it does indeed improve over time but so far as it is still having the same issues.    I don't think he looked at all the diagnostic codes before he reset the modem though which I wish he would have checked..   But now we know my dish is alligned perfectly so if this doesn't improve by tomorrow, hopefully we can go another route to fix the internet, maybe replace the radio next time.  I will post back soon.

Highlighted
Sophomore

Re: Latency issues Gen 4 Sat

@BJager

 

I am a Gen 4 user and I am in the same boat. Albeit not as bad as yours. However after reasearching it is deffinitely a bad Uplink problem. Downlink is good Uplink is bad. As you stated it seemed to have started a few months ago or so. I have been in the process of trying to get it fixed to no avail. I wish I could have gotten mine running right again, maybe use that to lead you in the right direction of getting it fixed. Unfortunately, I have been slowly losing my pateince. I can barely browse the web that are media heavy. Facebook, Youtube, and video game websites. They time out or just don't load. Or refresh the page 10-15 times just to get it to load. I also cannot connect properly to Xbox Live to update my Xbox and download updates and Downloadable Content for my games. I can get on live but as soon as something starts downloading or loading any kind of video or media I get Uplink errors almost non-stop. as soon as I let it run idle it goes back to normal and I can load a web page or download something but after a few minutes it starts back up again.

 

I was told the same thing. I ran all tests, all showed good upload and download speeds. That I know isn't the problem. There seems to be a more underlying problem that they just 1: don't seem to want to fix. 2: Can't fix or 3: Don't know how to identify the problem. I understand your frustration I have been a Hughesnet user since 2008-2009 or something like that. In ways I think it worked more consitently back then pre-Gen4. It did have it's problems, but was always consistent. If there was a problem it fixed itself or powercycling the modem fixed the problem.

 

I just don't want this current problem to be my theory of Hughesnet purposely degrading Gen4 to force us to upgrade to Gen5. With everything as far as diagnostics looking good on my end and their end, but I still have connection issues to the internet. There is deffinitely something wrong. Bad enough this is my only option for internet.

Junior

Re: Latency issues Gen 4 Sat

I was having same issues.  Someone came out and suggested I buy a N300 wireless router to fix it.  I opted to get a better one for same price.  Got a T-Link 1750 AC7 or whatever it was.  DID NOT fix a thing.  I was also constantly offered the Gen 5 and told would fix the issue. 

 

I finally broke down and got Gen 5 and have same issues.  NOT HAPPY that I am now locked into a new plan for 2 years and still have crappy internet.  Have to pause videos to let it fully load or partially load so can watch the darn thing in low quality.  i have seen that blue shark so many times when on gen 4 I can not count.  I also had issues trying to do speed tests but when they worked it as all good, go figure.  Funny how it all started After my 2 years was up.  I didn't actually report it until about a month ago as I thought could have been weather ...... but it wasn't.

 

Val

Junior

Re: Latency issues Gen 4 Sat

Thanks guys for your input, while it is unfortunate for us all I do feel somewhat better I'm not the only one with similar issues. I understand the patience wearing thin, I can hardly even bring myself to post back here but since we are paying for the service I feel as though I should try to do atleast something. It's just hard to deal with them saying it is nothing wrong with it, and everytime the audacity to even mention Gen5 upgrade, I wont even begin to go where that takes me you can just imagine how I feel about it. I won't get myself involved in that trap, as val said even the upgrade didn't work and I knew that it wouldn't, I atleast have the luxury of opting out any time I want as we are not in contract anymore and untill Gen4 will work I won't get myself caught in that trap of contract renewal. Even if Hughes is my only option, which they are other than Cellphone,  I would rather cancel them, and give my money to Verizon and use their hotspotting as I get full 4G LTE from them in my location.  But at the same time if they could just acknowledge the problem and fix it I would gladly continue on, that is the only reason I've held on as long as I have, giving them a chance... And it does seem that I am beginning to talk to myself here. I was thinking it was just because of the Holidays which is understandable but I think they are long gone now so where are the replies...

@Liz, these issues have yet to be resolved. After tech realigned dish we are still having problems.. Can we move to the next step of troubleshooting please?