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My first 12 days of service. Very low speeds, remote login will not stay connected

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Waterhauler
Freshman

My first 12 days of service. Very low speeds, remote login will not stay connected

Well, my first 12 days of service has been pretty depressing. I have Gen5 HT2000W, no fault codes, and everything seems to checkout with exception of the WIFI settings.

I cannot log in to the WIFI settings. I've tried admin, none, password, administrator, my phone number, my email, and my own password and nothing will work. I have attached a copy of the speed tests I've performed. It doesn't seem to make a difference whether its on WIFI or plugged straight into the computer. The remote login occasionally will stay connected for 15 - 30 minutes but once it disconnects each login after that is pretty short in duration.

 

When I use my cell phone as a hot spot I have no problems with remote login and my speeds are WAY faster to watch videos or just to access various web pages.

My computer, laptop, notepads, and cellphones will not stream (continuously) social media videos when connected to WIFI via Hughesnet. I have no problem playing them with my cell phone or with computer when connected to cell phone.

 

Do I have an issue here or is this as good as it's going to get. I was really counting on being able to remote login to work so I wouldn't have to spend so many hours there. Any help would be greatly appreciated.

 

12/18/2017 06:02 PM
 
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Date Recorded Download Result
(KBPS) Upload Result
(KBPS) Hughes Modem
12/10/2017 04:04 PM
 
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17 REPLIES 17
Liz
Moderator
Moderator

Good morning Waterhauler,

 

I'm glad you found the community, thank you for posting. Curious, did you discuss working from home with the sales rep? Due to the inherent latency in satellite technology, VPNs aren't recommended, as they will slow speeds 50-70%.

 

Looking forward to hearing back.

 

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!

Thank You for the reply Liz,

 

Unfortunately, I did not speak with a sales rep. I saw your ad on TV, went online and signed up.

Guess I should have called someone and asked a few questions.

FYI, the speed information I shared was just with my PC connected and no VPN.

Thanks,

Casey

Liz
Moderator
Moderator

Good morning Waterhauler,

 

Thank you for the clarification. So we can begin addressing your speed concerns, please create a testmy.net account and run 3 tests during the time(s) you normally see the slow down. Post your test results link here in your thread. These additional tests from testmy.net are for engineering's reference if we have to escalate your case up to them.

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 25MB size download test file ONLY if on Gen5 Service Plan

-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

 

Your cooperation, patience, and understanding are much appreciated.

 

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!

Thanks, I'll see if I can figure that out and post the results.

Casey

 

Ok, So I ran a few tests and have noted the following:

1) The download speeds are on testmynet are incredibly higher than the speeds on the Hughesnet speed test.

     A) I ran tests on testmynet then immediately went to hughesnet speed test and checked it there.
2) The upload speeds are pretty close to the same on both sites. (around 3 mbps)

Any idea why the speeds are so different between the two?

Thanks, Casey

 

Testmynet     Hughesnet

8.85                  .66

9.12                  .85

14.26                2.23

37.72                4.70

 

12/22/2017 03:05 PM
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GabeU
Distinguished Professor IV

@Waterhauler

 

Can you please post your testmy.net Results URL?  The reps and/or engineers will need it to view your testmy.net results.  The difference could be due to a number of things, but one of the reasons the reps and/or engineers request testmy.net tests to be run is because it uses a more reliable method for testing.  

 

While signed in to testmy.net, click on Results on the upper right.  While on the Results page, copy the URL in the address bar and paste it into a reply on here.  

 


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro

Thanks Gabeu,

Here's the link

http://testmy.net/quickstats/coconno

GabeU
Distinguished Professor IV

@Waterhauler

 

In order for the tests to be acceptable to the engineers, they need to be run using the protocol given.  Please be sure to use the manual 25MB test size when testing your download speed.  Also, please use the standard linear testing and not multithreaded testing (though you can certainly choose whatever you like for your own personal speed testing).  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro

Sorry about that.

Hopefully I did it right this time.

http://testmy.net/quickstats/coconno

Also, My beam ID is 79, ECHOSTAR-19 NAD

 

GabeU
Distinguished Professor IV

I don't think beam 79 is one of the ones having known issues, but that's good info.  And though Liz won't be back in the office until Wednesday due to the holidays, you can still get a few more tests in.  They don't need a lot of them, but a few, and especially when you notice the worst of the slowdown, if there seems to be a time when its worse than other times, that is. 

 

Also, just for your own knowledge, though they probably don't really need any upload tests, if you want to run them for yourself that's fine, but for the upload tests you can use the 4MB test size.  That's just to save you some data.  The idea with the 25MB size for the download tests is to make sure that the test lasts long enough, and also to ensure that all tests are going to give results from the same sized file.  But, because the upload speed is so much lower than the download speed, it only needs a 4MB test size.    

 

Hope you have a good Christmas, or Hanukkah, or Kwanzaa, or Festivus, or all!  🙂


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro

Thanks again Gabeu!

I ran a few more tests, pretty disappointing.

https://testmy.net/quickstats/coconno

 

Merry Christmas!!!

Hope it's a good one!

GabeU
Distinguished Professor IV

Yeah, that's pretty bad.  They probably won't need very many more tests.  You've definitely established that there is a problem.  You can hold off for now if you want with the testing, but it might be a good idea to do three or four on Tuesday so they'll have a few recent ones for when the reps are back on Wednesday.  

 

Merry Christmas!  Hope it's good one for you, too!  🙂   

 

 


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro

I ran a couple more tests and was doing a little reading about the WIFI settings.

I am still unable to login in to WIFI settings. I've tried "admin" and every other password I can think of to no avail.

Any suggestions on this as well.

Thanks,

Casey

GabeU
Distinguished Professor IV

Eek!  I totally forgot about the WiFi settings password issue.  😞   "admin" should work, but if it's not it's almost assuredly a problem that a rep will have to address.   There is a reset procedure that I've seen recommended to people in the past to reset their password if they've changed it and then forgotten or lost what they changed it to, but I don't know if this would help, and it's a factory reset procedure that only the reps themselves should instruct someone to do, as it can actually do more harm than good if it's not done in a certain way.  Because of that, it'd be better to have the go ahead and instructions given by a rep than by another customer, like me.  I'd hate to give you the instructions, have something go wrong, for whatever reason, and then you not be able to access the internet at all. 

 

I'm sure Liz will see this (she gets notifications of all replies in the same way you and I do) and will help with the WiFi password problem.  She may have missed it, or she saw it and forgot due to concentrating on the speed issue.  It was the latter for me.  

 


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro

Thanks!!!

I won't mess with anything else until I hear something official.

Just an update, I rebooted a couple of times and still see no improvements.

https://testmy.net/quickstats/coconno

Hello Waterhauler,

 

Thank you for the information and speed tests, this certainly helps. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

 

Regarding the password for wifi settings access, "admin" as Gabe mentioned, should work. Please let me know if you're able to get in.

 

Your cooperation, patience, and understanding are much appreciated.

 

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!