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Low and unreliable speeds at any time of day/night on newly installed Gen5

Junior

Low and unreliable speeds at any time of day/night on newly installed Gen5

Starting my own post now after reading for days of others' simlar problems which to date appear mostly unresolved.

 

Gen5 installed Friday March 16, 2018, previously using Gen4 I believe it was, through DishNet.  Hands down the Gen4 a much faster, more reliable system and the ability to get help far surpassed that of Hughes directly. Hopefully these speed issues will all be corrected before my 30 days is up to cancel. Note, I am not comparing speeds or ping rates, etc to anything other than Hughes Gen4 which is what I had for a few years.

 

Using a brand new HP Windows 10 computer, set up the day after the Gen5 installation. 64bit, 8gb Ram, 1 TB hard drive. Have disabled all updates and only ones that can't be turned off are downloading during wee hours of the morning. As well have uninstalled all extra programs on the computer, installed Chrome and Firefox, but only using Firefox as the Chrome was even worse in performance. Have an adblocker on browser. Installed Glasswire to monito data usage as it appears data may be going far more quickly than with Gen4 but since Hughes is resetting each morning back to zero usage it's hard to tell yet. Computer is hardwired direct to HT2000W modem with a 4 or 5 ft ethernet cord with modem placed, of course, less than that from laptop. All wifi is disconnected on the modem (via the settings in Hughesnet account pages) and has been the entire time. Wifi light on front of modem stays on however, which maybe it's supposed to, but that doesn't make a lot of sense. It occasionally flashes, however. (?) I have no wireless devices that connect or try to connect to a wifi connection, and no close neighbors.

 

I ran a speed test on March 19 via testmy.net but wasn't logged in. Starting March 24 I logged in and started running tests using 25mb down and 4 mb up but don't do many upload tests as that's not my main concern although those speeds are less than half what they should be.

 

I'm posting a URL which I believe will take you to the test results, but in case it's not correct I am also posting a screenshot of the tests. Note the incredible variance in speeds, but in general, even at what the tests show might be passabile speeds, actual usage to watch a 2 min low quality video on youtube, (or anywhere else), is nearly impossible due to  buffering. Yes, video saver is on now but it makes no difference usually.  Also note that the "higher" speeds in the test were not totally, but mostly, late night. Still, these are generally nowhere near the advertised speeds, but close sometimes to 60%.

 

URL:  

https://testmy.net/copytext?qX=http://testmy.net/stats/?-_-amp;t=u-_-amp;d=03252018-_-amp;x=8-_-amp;...

 

Screenshots (included the beam, etc.):

 

Screenshot-2018-3-25 JEANNE H Speed Test Results(1).png

 

Screenshot-2018-3-25 JEANNE H Speed Test Results(2).png

 

Screenshot-2018-3-25 HT2000W HughesNet System Control Center.png

I also rebooted the modem this morning, just prior the the latest speed test noted above that tested 3.52Mbps download speed. I have, as well, had pretty much clear skies and good weather, no rain, for the entire 9 days that I have had this new system.

 

I understand that satellite signals are complex and at best not real consistent, yet the Gen5 system, thus far, has been far worse is really every respect than the previous Gen4. Add to this the fact that the Gen5 was promoted, at least to me, by several different people, (DishNet, three reps/techs connected to the installer I had), all promotional materials from all forms of media from HughesNet themselves, etc, as being much faster than Gen4, including the fact that the throttled over data limit speeds would still be 2 to 3 times as fast as the usual non-throttled speeds of Gen4, the fact that it has streaming capabilities, and the fact that you could actually use a phone with the system (thank goodness I didn't go ahead and get that). None of these are true. And by judging from just the complaints I see on here and as well other review sites this is very common and to date pretty much unresolved.

 

I appreciate that there are people on this community trying to help, I sincerely do. It appears that, for whatever reason(s), this Gen5 system is either not capable of what was promised, been over subscribed to the point of not being viable, launched prematurely, or has serious issues that are either being not recognized, not admitted to, or simply not able to be corrected.

 

If someone here can "fix" these issues, in a reliable, long standing way, then all is well and good. It appears that may not be possible. At any rate, if I cannot get this system to perform at least on par with the older system before my 30 days is up, I will have to cancel and look elsewhere or see if it's possible to go back to Gen4.

 

If I have overlooked any test needed or other info, please alert me and I will oblige to the best of my ability.

 

Thanks anyone and everyone that can help or responds.

 

 

1 ACCEPTED SOLUTION

Accepted Solutions
Moderator
Moderator

Re: Low and unreliable speeds at any time of day/night on newly installed Gen5

Hi deserthaven,

 

Thank you for your patience and cooperation. I ran diagnostics on your site and nothing out of the ordinary is showing up. Your download speed right now from your modem to the gateway is 20904.626 kb/sec. How are you finding your internet experience lately? Is there something in particular you're trying to do online that's proving difficult?

 

 

Thanks,
Liz

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59 REPLIES 59
Junior

Re: Low and unreliable speeds at any time of day/night on newly installed Gen5

Follow up to earlier post:

 

Took more speed tests, auto test every 15 minutes for 10 tests. Results posted below:

 

-2018-3-25 JEANNE H Speed Test Late afternoon .png-2018-3-25 JEANNE H Speed Test later afternoon Graph.png

Distinguished Professor III

Re: Low and unreliable speeds at any time of day/night on newly installed Gen5

@deserthaven

 

This is the URL the reps will need...  https://testmy.net/quickstats/JEANNE%20H

 

I'm sure they'll take a look at your speeds.  Thank you for using the proper sizes and procedures for the speed tests.  The WiFi light on the modem will remain on unless the radios are actually turned off in the Advanced Setup/Wireless section of the WiFi settings, but if you have unchecked SSID Enable for all four radios that's good enough, as that disables the radios' abilities to have anything connect to them.  Kinda like an outlet with those little kiddie protectors plugged into it.  The juice is still on, but nothing can plug into it.  

 

Two things, though.  There is no 30 day trial period and there is no ability to go back to Gen4.  But, with that said, again, I'm sure the reps will respond.  

 

@Liz @Amanda


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: Low and unreliable speeds at any time of day/night on newly installed Gen5


@GabeUwrote:

@deserthaven

 

This is the URL the reps will need...  https://testmy.net/quickstats/JEANNE%20H

 

I'm sure they'll take a look at your speeds.  Thank you for using the proper sizes and procedures for the speed tests.  The WiFi light on the modem will remain on unless the radios are actually turned off in the Advanced Setup/Wireless section of the WiFi settings, but if you have unchecked SSID Enable for all four radios that's good enough, as that disables the radios' abilities to have anything connect to them.  Kinda like an outlet with those little kiddie protectors plugged into it.  The juice is still on, but nothing can plug into it.  

 

Two things, though.  There is no 30 day trial period and there is no ability to go back to Gen4.  But, with that said, again, I'm sure the reps will respond.  

 

@Liz @Amanda


Gabe,

 

Thank you for the reply. Hopefully the tech(s) can see this fairly soon and address the issue, and hopefully there is a solution.

 

I have continued peiodically to run speed tests on the off chance something will change but they seem to be about the same, often in the 1-5Mbps range but sometimes more.

 

I'm assuming the link to the test results will always show the recent tests as well?

 

I had seen reference from others in other places about a 30 day cancelation period, my mistake. It was never presented to me that way. Also, I figured no way to go back to Gen4 but it was, to this point anyway, far, far superior.

 

Per the wifi light on modem: I do have all the SSID disabled in settings, and when I tried to go to advanced settings and change there as well, it would show it was saving the changes but would never do anything, the progress bar would stay at 0% for several minutes with no change, no matter how many times I tried on the various wifi options. Not sure why that happened but I can't seem to get it to cooperate.

 

Thank you again for your time with this and I am anxiously awaiting to hear from the moderators.

Moderator
Moderator

Re: Low and unreliable speeds at any time of day/night on newly installed Gen5

Hi deserthaven,

 

  I'm glad you found the community, thank you for posting and providing all this information, it helps. I've run diagnostics on your site and I don't see anything notable that would warrant a site visit. Let me escalate this to our engineers for their assistance. I'll keep you posted with news as I get it. Please also keep from rebooting the modem for at least this week so that I may check your state code history later.

 

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

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Junior

Re: Low and unreliable speeds at any time of day/night on newly installed Gen5


@Lizwrote:

Hi deserthaven,

 

  I'm glad you found the community, thank you for posting and providing all this information, it helps. I've run diagnostics on your site and I don't see anything notable that would warrant a site visit. Let me escalate this to our engineers for their assistance. I'll keep you posted with news as I get it. Please also keep from rebooting the modem for at least this week so that I may check your state code history later.

 

 

  Your cooperation, patience, and understanding are much appreciated.

 


Liz,

Thank you for checking in so quickly, I appreciate it.

 

I will keep the modem up and running. I moved it today, twice actually, back to the original room and original cable to see if perhaps the added cable I was using was a problem. It made no difference so I moved it back. It's plugged in to a battery backup and surge protector so even if we have storms it should stay on, unless an outage is a long one. The weather may be an issue throughout tonight and tomorrow as rain is forecast, although prior to this it has been clear or only partly cloudy the entire last week.

 

If there is a need for any more speed tests at different times of the day please let me know.

 

Again, thank you for your attention to the matter.

 

 

 

 

Moderator
Moderator

Re: Low and unreliable speeds at any time of day/night on newly installed Gen5

Hi deserthaven,

 

You're welcome, I appreciate your detailed updates. I just want to check the modem data once enough (hopefully enough) has accumulated. No need for further speed tests for now.  Your cooperation, patience, and understanding are much appreciated.

 

 

Thanks,
Liz

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Distinguished Professor III

Re: Low and unreliable speeds at any time of day/night on newly installed Gen5


@deserthavenwrote: 

Per the wifi light on modem: I do have all the SSID disabled in settings, and when I tried to go to advanced settings and change there as well, it would show it was saving the changes but would never do anything, the progress bar would stay at 0% for several minutes with no change, no matter how many times I tried on the various wifi options. Not sure why that happened but I can't seem to get it to cooperate.


That's odd.  Was it the two boxes at the top of the page?  I'll post a picture as to the two I'm referring to, but if you uncheck them, then click Save Settings, it will completey turn off the radios (or at least their broadcast).   Just in case this wasn't the case when you originally tried it, it must be done with a device that's connected via LAN cable.  If it still doesn't work, that's definitely odd, but as long as the SSID Enable boxes are unchecked, like you mentioned you had done, nothing can connect to it.  The most common reason people completely turn off the radios is that they're using their own 3rd party router, as the signals from two routers can fight against each other and cause issues, but you can still turn them off even though this isn't the case, of course.  

 

Capture.JPG


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: Low and unreliable speeds at any time of day/night on newly installed Gen5

UPDATE:

 

Liz,

 

I had called my system installer the morning of the day you replied to my post. They were sending a tech out, at their expense, to double check my system. He left just a bit ago. Installed a new modem as the one I had would not send out a wifi signal for some reason after enabling the signals. He checked the dish and connections, etc. Everything checked out okay other than the modem wifi signal.

 

Unfortunately, it has had no positive impact on the wired signal speeds, although it is a cloudy/rainy day off and on today. I will check some speeds again as the weather improves just in case things have gotten better for clear days.

 

So, not rebooting the modem was a wash....sorry. Hopefully from here on out you will still be able to get some stats after several days or beginning of next week, etc. that can help.

 

Not your department I suppose nor are you authorized to guess at problems, but a thought is that because my recent Gen4 speeds were actually higher often than should've been able to get and the Gen5 much slower than it should be, is it possible that when so many were migrating to the Gen5 from Gen 4 that it opened up the network, less congestion, and therefore faster speeds on the Gen4 but at the same time slowing down the Gen5 beyond expectation? Just a thought.

 

Thanks again and I will do more tests on this new modem as the weather clears.

Moderator
Moderator

Re: Low and unreliable speeds at any time of day/night on newly installed Gen5

No worries, but thanks for letting me know! Interesting thought, I can't confirm that, however.

Thanks,
Liz

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