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Latency issues Gen 4 Sat

Junior

Latency issues Gen 4 Sat

My original post disappeared, I'm sorry if it reappears I just really want this to be seen:

 

Hi all, having issues with my satellite. I am still on Gen4, 2 year contract just recently ended in October,roundabout, and service has been as good as you can expect out of satellite internet but just at or around a month ago our internet has just been unusable, you can tell by the data usage still being at 75% being this close to reset date lol. There's just too much going on to really troubleshoot it much. I am in Texas on Beam 52, EchoStar-XVII if that's of any help. I have taken notice to another post on this board of someone having very similiar problems as I am: (https://community.hughesnet.com/t5/Tech-Support/Insane-latency-over-the-last-week/td-p/88932/page/5 ) There on page 5 his issues are "temporarily" fixed if he is on the hughesnet phone, same as me. I have tried testing the gateway through the modem, latency there looks as it should be.. But otherwise like my teamspeak is spiking at 1k-5k latency, I cut in and out, can take 45 seconds for them to hear the words "What's up" and according to them I even have alien-like sounds transmitting when I try to speak, but if I pick the phone up and call my cellphone and leave it running everything is back to normal, soon as I hang up it's over with. I've even tried bypassing the phone box that goes inline with modem and router still nothing.
Web browsing is almost non existent in most cases, I have atleast managed to browse here to make this post though. In the past I have had 2 brand new routers mysteriously go bad while being hooked up to Hughesnet, so I tried another new router, to no improvement because unfortunately im too far from the box have to use wi-fi (in the past would fix problem).

I have ran speedtests, but for the most part they aren't showing anything wrong, It seems like the speedtests scare my internet into working. But I have noticed a few hangups while attempting them. The only thing I have tried that seemed to work but I haven't actually got to fully test it out was being plugged directly into the modem on my laptop, it did seem to work normal then, but for the rest of the devices in the house I just don't have that option to use wire. I have a testmy.net account ready to go and willing to follow instructions on anything to hopefully better improving this because as I said for past month it really is unusable, and it is hard to keep track of everything I've done to troubleshoot my problem so please bear with me, I'm sure this post is jumbled up I appologize, just know I tried and thank you for any input you may have Smiley Happy

PS. I'd like to note that late one night I did call Hughesnet, spoke with a Rep and they were saying everything was ok on their end from what they could see, even offered Gen5. lol. But we were going to do some speed tests but I was actually on the hughesphone when I forgot and unplugged the phone to get ready for a direct wire.. I decided to call it a night after that was so frustrating

*EDIT* http://testmy.net/quickstats/Brant%20Jager are the results of my 25 mb speedtests spaced atleast 5 mins apart plugged directly to the modem.  In my opinion, nothing seems wrong in the speed tests unless there's something in the middle I'm not trained to see Smiley Happy  I also tried doing what I normally do on the laptop inbetween the tests to see if actually being wired in had any help on the latency and sadly not. I'm out of ideas please if I need to do any different tests, or do them at different time slot let me know. Anything to get a light at the end of the tunnel Smiley Happy Also to add, I have to use my mobile hotspot 99% of the time to do anything and there's no issues connecting to it via Wi-Fi, all good latency so surely my adapter isn't gone out.

77 REPLIES 77
Junior

Re: Latency issues Gen 4 Sat

First Try:

Terminal/Gateway Connectivity Test

Connectivity Test in progress... 100%

 

IP GatewayMIS52HNSIGW62B002Adv
Packet Loss10%
Average Delay603 ms
Minimum Delay550 ms
Maximum Delay

640 ms

You have limited connectivity to the gateway.

 
@2nd Try
Terminal/Gateway Connectivity Test

Connectivity Test in progress... 100%

 

IP GatewayMIS52HNSIGW62B002Adv
Packet Loss0%
Average Delay571 ms
Minimum Delay540 ms
Maximum Delay620 ms

You have good connectivity to the gateway.
 
Just incase this helps
Moderator
Moderator

Re: Latency issues Gen 4 Sat

Hi BJager,

 

Thanks for posting and welcome to the community! I ran diagnostics on your site and I'd like to address your dish alignment before we continue troubleshooting.

 

Your dispatch is currently scheduled for our earliest available slot: Thursday, Dec 21, 2017 between 8:00 AM and 11:00 AM. Call us at 866.347.3292 and reference case #108299076 if you need to reschedule. Please let us know how the site visit goes and how performance is afterwards.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Junior

Re: Latency issues Gen 4 Sat

Thank you for the welcoming and thanks so much for taking the time to check it out!  I am looking forward for someone coming to check it out further!
Thank you for understanding my concerns.

Junior

Re: Latency issues Gen 4 Sat

The HughesNet guy came, did not even look at the satellite outside since you said we need to troubleshoot alignment before continuing.  I told him about this post.. All he did was log into the modem and seen that everything passed, and that all green lights are on and said nothing is wrong... He did change my beam, to no fix.. It might be SLIIIIGHTLY better but still averaging 1500ms latency on Teamspeak whereas a month ago I would average a stable 640ms no higher than 700 ms latency, for 2+ years i have been using this teamspeak. Also websites (such as this community forum) still hard to reach.  He want's to say because I am wireless that is the problem, when I tried to explain to him that even wired directly to the modem I get the same results... And then even try to sell me on the Gen5 upgrade... What is so hard to understand that if this is not working, how could you even expect us to want to upgrade?  Just because the modem says everything passed, and all green lights and a great gateway test (that has the latency average pings I USED to get) does not mean nothing is wrong, something is definitely wrong and we need help!

Junior

Re: Latency issues Gen 4 Sat

Actually, going back and looking at it, he just said he changed my beam, but it is still on beam 52.  So I'm guessing he just came to tell me nothing was wrong.  Now doing a Gateway test shows I have limited access to the gateway...  Of course it wouldn't show that when he was here.   I have a diagnostic code in my history, : 0000-4000-0000-0007  I don't know if that means anything or not.


Latest Gateway Test:

IP GatewayMIS52HNSIGW62B002Adv
Packet Loss10%
Average Delay603 ms
Minimum Delay580 ms
Maximum Delay630 ms

 

You have limited connectivity to the gateway.

The latency at the gateway still sounds normal for what I'm used to just not experiencing that past it...
*Edit* at 15:52(3:52) I have a Yellow System Status, operational but in a degraded conditions
Moderator
Moderator

Re: Latency issues Gen 4 Sat

Hi BJager,

 

Thank you for letting me know what happened, I'm disappointed the tech did not do as I instructed. Fortunately your diagnostics aren't showing any current issue, but I wanted your dish repeaked in case engineering also thought that should be done first.

 

In any case, I'll keep an eye on your diagnostics. Let's continue with troubleshooting. I'd like to focus on websites not loading for you, when that happens please run three tests at testmy.net, and let me know on which website this slowdown is happening. Please also share screenshots of where you're determining a spike in latency.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Junior

Re: Latency issues Gen 4 Sat

Im sorry, I guess I edited my last post too many times it made it disappear and said it would reappear when it is approved... Is there any way for you to recover it as it says? I put some time into it and may not be able to recreate it with detail

*Edit* After refreshing to see if my previous post had showed back up that included screenshots, this page took about 5 mins to load up. Afterwards I did the 3 speed tests as mentioned and finally seeing a dip in download speed (which may seem normal to some still, but however way out of the norm for us)hugheslag.pngI did the 3 speed tests as mentioned and finally seeing a dip in download speed (which may seem normal to some still, but however way out of the norm for us)

http://testmy.net/quickstats/Brant%20Jager

Moderator
Moderator

Re: Latency issues Gen 4 Sat

Good morning BJager,

 

Thanks for posting back. I'm sorry, I forgot to take into account that you're on Gen 4, so I should have instructed you to use the 12 MB file size. However, even with the 25 MB file size, which we have Gen 5 customers use, you're still getting over your Prime plan speed, which is up to 10 Mbps for download.  You're free to try running more tests with the 12 MB file size if they show you are getting significantly low speeds for your Prime plan, at which point I may be able to escalate your case. Otherwise, your service performance is doing better than expected. 

 

Your patience and understanding are much appreciated.

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Junior

Re: Latency issues Gen 4 Sat

Congratulations, you are just like the braindead Hughesnet Guy that came now, telling me my service is working better than expected when I am TELLING YOU IT IS NOT WORKING!!!  YES !! The speedtest SAY THAT THE INTERNET IS WORKING BUT IT IS NOT WORKING! You're beginning to piss the whole family off, you already have lost $$$$ Money by us even having to pay Verizon money for extra data to "mobile hotspot" to even post on your "community" forum, because I am fed up waiting just to even see if one of you replied.. just to get told it's working better than expected..  Why would I come here to make a big DEAL? You think I have nothing better with my life to do than to come and lie? I have been working with consistent speeds and latency for 2+ year, then one day it just up and vanished for all devices in the house.... EVEN wired directly into the modem it doesnt make a difference.  It is getting ridiculous, you do NOT come and tell me the service is working better than expected if it is NOT! Please escalate this... We haven't hardly been able to use it for over a month we should even be credited..  My mom is is even trying to get ahold of her Liver Transplant coordinator that only communicates thru email, and he was already gone when she finally got service today... So you're telling everythings working ok!? sure