cancel
Showing results for 
Search instead for 
Did you mean: 

Multiple Problems (slow speed) (data running out fast)

Freshman

Multiple Problems (slow speed) (data running out fast)

We have been using Hughes net for awhile now, it was great at first. Then suddenly problems popped up. Our number one problem even though we have tested our speed on the Hughes net test thing and always get good results, but when testing on other testing sites it shows much different results! We get 5 MB’s Download when we are supposed to get 25! We don’t really care for upload speed because we really don’t use it. Number 2 problem is while ordering the internet we were lied too. The person we spoke too although very nice, said that 10 GBS is perfect for a family of 5 which is what we have. When we were having problems we went onto Hughes nets website only to find that 10GB is recommended for 1-2 PEOPLE!
WHAT! I was angry about this. In fact I still am! Now I play video games another thing I was lied to about was Hughes net had little to no lag on video games but yet on a clear sunny day I have immense amount of lag to the point I cannot play the game. I have called Hughes net again very nice people told me some things I can do to fix it reset my modem disconnect some devices make sure devices are all shut down when not using them I do all of this. No results! I thanked the people for there help and asked for a call back never got one. Another problem I had was we bought 200 dollar google WiFi pods which are supposed to increase the internet range but for someone reason they were using the data and not relaying it! So we got rid of those and called asking why this was happening to get no response on why but just to get rid of them so there goes $200. Wow. Last thing is a short thing I have Hughes bet data meter doesn’t work very well telling you what uses the data. But with out fail every time no matter if we are not using our internet or are it always runs out in the exact same pattern going down at a steady rate for the first day then suddenly it all drops down to 0 yet the bonus zone never does this which is strange. Anyway I’m not to techy with
The internet and I’m not always expecting 25 download but o would like at least it to be a steady 10. I know what I am supposed to be getting and it hasn’t been delivered yet. Phone support is unreliable so I thought I would try here. I have seen that you have shut down other threads for invalid reasons. They have clearly stated you ideas didn’t work yet you always end with “we have provided ideas” so we are shutting down this thread.
I would like this not to be one of those threads. And if I don’t respond instantly don’t be like “thread closed to inactivity”
Not trying to be rude just stating what I know will happen if I don’t say this people have lives they can’t respond instantly all the time.
So please fix this.
Ps I can’t even play the most basic games with Hughes net so I’d like a explanation.
Hope to hear back soon
-AGamer
Tags (2)
24 REPLIES 24
Assistant Professor

Re: Multiple Problems (slow speed) (data running out fast)

A few things:
1. The latency is definitely not sufficient to support real time gaming.

2. The speed is advertised as up to 25 mbps. That's a maximum. No one can guarantee minimum speed.

3 .The more things you hang off the modem, the more it slows down because the bandwidth is split across each thing.

4. Bonus zone is between 2am and 8am. If you're not using the network during that time you won't see a dent in it.

5. The admins don't arbitrarily shut down threads, only the ones where people go on a rant then decide not to respond to their response for a week or more. You have to be realistic, they are a valuable, limited resource and the open ended rants just waste their time.

 

Recommend you have your sales/service calls reviewed to see if you were in fact lied to, as you say. Tagging the admins so they see it, although please know they are only here M-F during normal business hours, Eastern Time.

 

@Amanda

@Liz

@Hal

@Jorge

 


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Freshman

Re: Multiple Problems (slow speed) (data running out fast)

I stated I know it’s not always gonna be 25 MB’s but I would like it to be at least 10. Thank you for your reply also so quickly. I’ll wait for the mods to respond.
Assistant Professor

Re: Multiple Problems (slow speed) (data running out fast)

I understand you'd like it to be 10, but you have to be realistic. Given the following:
1. Any high usage time period, especially on a gateway that services densely populated areas
2. The bandwith available for each gateway is such that it can get maxed out if only 40 people try to watch an HD movie at the same time.

3. Just to reiterate the fact that video is a resource high-demand activity that bogs down terrestrial systems with little to no latency: Imagine what it does with a system that has an approximate 525ms latency with literally thousands of people trying to watch just standard quality video on Netflix, Hulu, or via Firestick, only because they think it should be technically possible. The system basically just sits there processing quality pings instead of delivering actual data.

4. Add to this all the people who have smart homes with security cameras that likewise eat away a ton of bandwith.

 

I maintain the shortfalls of the system are not what it's capable of, which with a small population is possible. It's more what everyone is trying to use it for (at the same time) that's the problem, because it affects everyone else using the same gateway. This is why you might not be able to see 10mbps between 8pm and 10pm at night (worst case time period).


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Professor

Re: Multiple Problems (slow speed) (data running out fast)

Good points, Mark.   I also would like to add that even regular cable suffers slowdowns, sometimes significant, during times when everyone in the area's using the system.   I sympathize with the OP, though, as having low speeds, coupled with the latency inherent to satellite, can be quite frustrating, even for those of us who do not use the system to game or stream but need to download a few court opinions, or those tedious Windows updates.  The latency won't go away, at least not soon, so we can only hope that there will be improvements to increase capacity so the system can tolerate the demand a little better. 

Freshman

Re: Multiple Problems (slow speed) (data running out fast)

I have a five person family. We have two people online most of the time. One watching low definition slow videos 140p cause Hughes net can’t handle anything else. And another one playing a low quality computer game known as roblox. I never get any speeds over 15 it is usually between 5-7 now I understand the fact that everyone keeps repeating in these threads is that “You have to be realistic” if ten is is not realistic. What is. When does this get to the point where you guys lower my expectations so much that I’m just done. If this is what you think realism is I have a local company that cost a lot but can provide consistent service through satellite! Why can not huge company Hughes net?
Freshman

Re: Multiple Problems (slow speed) (data running out fast)

I was just hoping that someone could maybe help out or notify someone about my numerous problems cause when I get on phone support it does nothing! I love that I’m getting good information. But this isn’t really helping the case of my other problems though I do appreciate the explanation on why my internet isn’t always highspeed I would like to know about why I was told 10 gb was fine for a family of 4-5, and why my data always runs out in the same pattern is here a leakage cause I have notified everyone in the house to always fully shut down there devices!
Professor

Re: Multiple Problems (slow speed) (data running out fast)

@AGamer, I'll tag a couple of Hughesnet reps for you.   They are likely gone for the weekend and will be back on Monday around 9 am.  They may take a while to get to your post, so please give them some time, as there may be other people ahead of you.

 

@Amanda@Liz

 

 

**I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.**

Professor

Re: Multiple Problems (slow speed) (data running out fast)

I don't think anyone is trying to get you to go.  That'd be your choice, and if you have a company around that you think does a better job, you are certainly entitled to go with them. I think what people are trying to tell you is that it is what it is.  The company does improve (I have seen them improve a great deal over the 10+ years I've been a customer), and they do so constantly.   Are they perfect? No, but no ISP is.  No corporation is. 

 

Maybe the grass seems greener to you from where you are, but it is likely that another ISP would come with flaws too.  Ultimately, the choice is yours, as you are the consumer.  If the other ISP provides what you need to support your gaming and your streaming, it may be worth it to pay more. 

 

**I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.**

Distinguished Professor III

Re: Multiple Problems (slow speed) (data running out fast)

@AGamer

 

How much data will be enough for a given household is an educated guess.  Granted, I find it a bit surprising that you were told that the 10GB plan would be sufficient for five people, but, in reality, it could be, while the 50GB plan might not be enough for two people.  It all depends on what each person uses the net for and how often they use it.  Again, it's only an educated guess, but 10Gb for a family of five is definitely surprising.  

 

Regarding your data being used up, there are many things that can use data without people being aware of it.  Device updates, console downloads, satellite TV receivers chewing through data (if connected to HughesNet), Windows 10 sharing updates with others on the net, smart devices, etc.  Many things can use a lot of data.  Each and every connected device should be researched about data usage and adjusted to use as little data as possible, especially on its own.  

 

The following to posts may help with the data usage issues...

 

https://community.hughesnet.com/t5/Tech-Support/HughesNet-Data-Management-Tips-n-Tricks-How-To-Elimi...

 

https://community.hughesnet.com/t5/Tech-Support/Understanding-data-usage-data-loss-and-connection-pa...

 

One of the things that may help with steaming videos and such is turning off, or pausing, the Video Data Saver.  The drawback to this, though, is that while it may help, it may also cause you to use even more data when streaming, and when you already have so little it could be even more of a problem than it's worth.  Better video, but the data's gone even quicker.  

 

------------------------------------------------------------------------------------------------------------------

 

Now, regarding your speed issues, the following is the protocol for the speed tests, the results of which the reps will need in order to be able to help with such.  BUT, these speed tests should ONLY be run when you have data available, not when you are out of it.  And by data I mean Service Plan/Anytime data, not Bonus Zone/Bonus Bytes data.  The tests should be run at various times of the day, if possible, and Bonus Zone/Bonus Bytes data only works from 2AM to 8AM, so you have to have Service Plan/Anytime data available.  Again, don't run these tests unless you have Service Plan/Anytime data available. 

 

Edit:  You can run the tests when you have Token data available, as well, but please don't go buying Tokens just to run the tests, nor should you use your Token data for such if you already have some.  The reps sometimes give Token data to people so that they can run the speed tests, but I usually only see that when there is a significant speed issue.  

 

Here's the protocol....

 

 

To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform 3-5 tests during different parts of the day, then share the account results link with us here.

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)
-disable the WiFi while the speed tests are being performed
-use the manual 25MB size download test file 

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


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.

 

If you are unaware of how to disable the WiFi in the HT2000W, please see "How do I manage my built in WiFi modem?" in this PDF.  Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).    


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