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More slow download speeds on Gen 5 in NW Washington

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JA
Freshman

More slow download speeds on Gen 5 in NW Washington

I am in NW Washington and a new Gen 5 customer. I am having the same issues with speed as others. I have not been able to stream video reliably and the speed is not testing at nearly what was promised by Hughes. Is Hughes misrepresenting Gen 5 service? Too many users at one time? Is this a technical issue that may be resolved in the future? Download speed is testing at myspeed.net is regularly in the 1.5 mbps range using wifi within six feet of the modum. I have no LAN port on my computer to do the tests.

21 REPLIES 21
JA
Freshman

Spoiler
Here is my results from testmy net today.
https://testmy.net/stats/?&t=u&d=12292017&x=1&l=25&q=JAS2929

Same. New customer. Same experiene here as everyone else. No usable internet. Just long Tech Support phone calls. Turns out that we're paying quite a lot to spend our time talking to them on the phone. 

  • For about six weeks now, something appears to be rotten in outer space
  • Gen 5 dialup speeds are the norm in multiple locations.
  • Tech support is currently featuring the latest and greatest in apology technology.
  • An advanced tech representative recently admitted that some spot beams are over-booked.
  • My case is currently under a “two week” time frame fix . . . hmmmm.
  • It appears that “Engineers” don’t know how to increase bandwidth to lame spot beams.
  • Hughes Gen5 satellite technology has been mentioned in widely publicized Viasat legal claims, worth millions of dollars, involving the alleged use of Viasat satellite patents in developing Gen5 functionality—maybe the Hughes “engineers” didn’t receive their operating manuals?
  • Why the strong impression that the left hand doesn’t know what the right hand is doing? Why the secrecy?
  • Is space dust in getting in their eyes?
GabeU
Distinguished Professor IV

@partenr

@mastermarks

 

Please refrain from hijacking people's support request threads with your complaints and/or rants.  If you would like support, which is the purpose of this community, please create your own post requesting such.  


@GabeU wrote:

@partenr

@mastermarks

 

Please refrain from hijacking people's support request threads with your complaints and/or rants.  If you would like support, which is the purpose of this community, please create your own post requesting such.  


Gabe, I appreciate ALL the responses to my query, even the rants. This is a disscussion board. I do however want to get to the crux of the issue, that is, what may I expect with regards to performance going forward. I wasnt aware the discussion boards were tech support driven, are you offering tech support here? I would most surely like to have a chat with tech support. My speeds on Gen 5 are not as advertised.

GabeU
Distinguished Professor IV


@JA wrote:


Gabe, I appreciate ALL the responses to my query, even the rants. This is a disscussion board. I do however want to get to the crux of the issue, that is, what may I expect with regards to performance going forward. I wasnt aware the discussion boards were tech support driven, are you offering tech support here? I would most surely like to have a chat with tech support. My speeds on Gen 5 are not as advertised.


This Tech Support section of the Support Community is tech support driven, though sometimes posts can be missed.  

 

You mentioned speed tests on testmy.net.  If you know how, please post your results URL from testmy.net so your test results can be viewed.  

I posted results here last week and will do another batch soon.

Satellite NameEchoStar-19-NADGateway ID9Beam ID4Outroute ID2 

 My results for today are at https://testmy.net/quickstats/JAS2929 

GabeU
Distinguished Professor IV


@JA wrote:

 My results for today are at https://testmy.net/quickstats/JAS2929 


 

Thank you for posting this link.  This will enable the reps to see all of your test results.  

 

@Liz

@Amanda

Hi JA,

 

I'm glad you found the community, thank you for posting. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for Wednesday, Jan 10, 2018. The tech should be reaching out to you to confirm the time frame and appointment.  

 

Please let us know how the site visit goes.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Test results  today https://testmy.net/stats/?&t=u&d=01112018&x=1&l=25&q=JAS2929

 

Tech visit to site has been rescheduled.

Today tech visited my site, checked all connections, alignment of the dish, and tested and replaced the radio. Thank you tech support.

Good morning JA,

 

Thank you for this update, thank you for letting us know! Feel free to drop by the community again if you have any other concerns, we're here to help.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

I also have slow speed and have spent a lot of time on the phone with tech support.  I have gen5.  I was promised that an expert would call me within 24 hours and someone called several weeks later when i was not home.  Here is my testmy.net data

 

 

:::.. Internet Speed Test Result Details ..:::
Download Connection Speed:: 1202 kbps or 1.2 Mbps
Download Speed Test Size:: 3.5 MB or 3616 kB or 3702784 bytes
Download Binary File Transfer Speed:: 150 kB/s
Upload Connection Speed:: 364 kbps or 0.4 Mbps
Upload Speed Test Size:: 256 kB or 262144 bytes
Upload Binary File Transfer Speed:: 45 kB/s
Timed:: Download: 24.638 seconds | Upload: 5.767 seconds
Tested At:: https://TestMy.net
Test Time:: 2018-01-06 10:27:56 Local Time
Client Location::
Target:: Dallas, TX https://dallas.testmy.net
Validation:: https://testmy.net/db/XztFPnTdr.5AQg1XOFt
TiP Measurement Summary (Download):: Min 0.29 Mbps | Middle Avg 3.13 Mbps | Max 8.59 Mbps | 187% Variance
TiP Data Points:: 0.48 Mbps, 1.48 Mbps, 2.59 Mbps, 3.79 Mbps, 2.98 Mbps, 3.51 Mbps, 3.13 Mbps, 3.91 Mbps, 8.59 Mbps, 5.81 Mbps, 1.83 Mbps, 1.94 Mbps, 4.48 Mbps, 3.22 Mbps, 3.62 Mbps, 0.3 Mbps, 0.29 Mbps, 1.72 Mbps, 1.63 Mbps
Client Stats:: https://testmy.net/compID/23065675285
User Agent:: Mozilla/5.0 (Macintosh; Intel Mac OS X 10_12_6) AppleWebKit/537.36 (KHTML, like Gecko) Chrome/63.0.3239.84 Safari/537.36 [!]

getting worse...  < 1Mbps

 

https://testmy.net/db/6qC8vRM3r.r2bzsTFVc

I have had the same problems ever since they went to gen 5, I was ok before, I have called at least 10 times in the past 3 months and finally got an engineer to call me and he said it would be fixed within 2 weeks, Well that was a month ago, I called over a week ago and was told I would receive another call from an engineer but so far nothing. I test my speed on testmy.net and last test was 3.6 Mbps, Last night it was in the kgbps, not even up to 1 Mbps, What good is Hughs Net if it doesn't work

I have had the same problems ever since they went to gen 5, I was ok before, I have called at least 10 times in the past 3 months and finally got an engineer to call me and he said it would be fixed within 2 weeks, Well that was a month ago, I called over a week ago and was told I would receive another call from an engineer but so far nothing. I test my speed on testmy.net and last test was 3.6 Mbps, Last night it was in the kgbps, not even up to 1 Mbps, What good is Hughs Net if it doesn't work

WT4FEC
Sophomore


@JA wrote:

I am in NW Washington and a new Gen 5 customer. I am having the same issues with speed as others. I have not been able to stream video reliably and the speed is not testing at nearly what was promised by Hughes. Is Hughes misrepresenting Gen 5 service? Too many users at one time? Is this a technical issue that may be resolved in the future? Download speed is testing at myspeed.net is regularly in the 1.5 mbps range using wifi within six feet of the modum. I have no LAN port on my computer to do the tests.

 

Do a search for Federal Communications Commission complaints and fill out the form for internet complaints and let HN get back to you.

 

Wayne