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NEW User: Questions on speeds versus performance

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New Poster

NEW User: Questions on speeds versus performance

Hello gang,

I'm a new user here...just installed last Friday, Dec 8th.

Previously we were using a small local provider (America Internet?) here in farm country in SE TN. My wife works from home, and we just had too many outages for her to survive. So, we heard HughesNet was available from a neighbor, and I called to install. Installation was quick and easy; no problems there. We did some recreational use through the weekend...not so much difference was noticed.

However, when my wife went back to work on Monday morning she found her desktop spinning and spinning on small pdf files she was trying to acces from a renote VPN setup here at home. She showed me the difference between the HughesNet signal (spinning, spinning) and the old signal which is still installed (not nearly as much spinning). I was convinced that there was a BIG deficit in performance.

So, we did some speed tests on both speedtest.net and testmy.net (as drected by HughesNet Tech support). We had purchased a smaller 25Mbps/10GB plan for roughly $60/mo. We have been paying $40/mo for the local service. I'm sorry, but I don't know the stated performance for it....and, I'm not even totally sure how it works. The local guy has a 40ft tower installed at the crest of our subdivision which connects to others towers in town back to a source somehow?

Anyway, here were the repeated results of the speed tests.

 

HughsNet:    Ping: ~700ms;  Download: 15-22Mbps;  Upload:  ~2-2.5Mbps

Competitor:  Ping:  ~30ms;   Download: 8-12Mbps;    Upload:  ~11Mbps

 

(Disclaimer: I am a greenhorn at such data, so bare with my assumptions.)

So, based upon these test result, my question is whether you would expect such a gap in performance?

I can understand the ping difference due to a tower being so near here; but, I can't see a large performance gap there.

The download speed, though not near the stated 25Mbps MAX is far better then the competitor.

Is it the upload speed deficit (quite large) that could explain the performance gap?

 

Please help if you can.

HughesNet is working on bumping up the download speed, but we didn't even get around to talking about the upload speed.

Meanwhile, I ponder whether I need to cut my losses and cancel HughesNet; as it performs now, it is unusable for us.

 

Thank you, Spike

19 REPLIES 19
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Assistant Professor

Re: NEW User: Questions on speeds versus performance

Hi Spike1966, VPN does not work well on satellite especially if heavily encrypted. The FAQ page explains it: https://www.hughesnet.com/frequently-asked-questions

 

Capture.PNG

 

 

Did you tell the sales agent you wanted to use VPN?

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New Poster

Re: NEW User: Questions on speeds versus performance

Thanks for the quick reply and for the VPN warning.

No, I did not know I needed to mention that. Sales rep did not ask such detailed questions to lead me to the realization.

 

So, back to my original question...where should I be able to see this performance discrepancy in the speed data?

I'm comparing directly with a competitor signal in real time; I should be able to explain this challenge for HughesNet in that data, right?

 

Thanks again, Spike

Highlighted
New Poster

Re: NEW User: Questions on speeds versus performance

On second thought, I DID mention my wife works from home. Usually working from home and accessing files at the office requires some sort of remote access or VPN.

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Assistant Professor

Re: NEW User: Questions on speeds versus performance


@Spike1966 wrote:

On second thought, I DID mention my wife works from home. Usually working from home and accessing files at the office requires some sort of remote access or VPN.


That should have triggered the question. One of the mods ( @Liz or @Amanda ) can have the sales call reviewed and hear what was said.

 

In the meantime, you could try disabling Web Acceleration then see if the VPN is any better:

 

Please follow the directions below to disable Web-Acceleration.

1: Visit http://192.168.0.1 in your web-browser.
2: Click the "i" icon at the top of the HT1100/2000w System Control Center (also known as the SCC).  It is highlighted in red in the image below.
photo skUivVb.png

3: Click on "Web Acceleration" then "Control" outlined in red.
photo jnchLQt.png

4: Click on "Web Acceleration Enabled", this will change to an orange button that says "Web Acceleration Disabled".
photo mQGk0j9

5: Restart your browser and try using the service that isn't working, please let us know how that works for you.


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New Poster

Re: NEW User: Questions on speeds versus performance

Thanks BirdDog, sent Liz a PM. I'll try disabling the Web Accelerator later. Haha

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Moderator
Moderator

Re: NEW User: Questions on speeds versus performance

H Spike,

 

I'm glad you found the community, thank you for posting. As BirdDog pointed out in our FAQ, VPNs will slow down speeds significantly, so that's why we don't recommend their use. As for your sales call we can certainly request for it to be reviewed. I'll post back once I have an update on the review findings.

 

Your 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.

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New Poster

Re: NEW User: Questions on speeds versus performance

Thank you Liz. I'll be expecting a reply from you soon. Spike

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Moderator
Moderator

Re: NEW User: Questions on speeds versus performance

Hi Spike,

 

Thank you for your patience while your sales call was reviewed. The call review findings are as follows:

 

After reviewing the call, there was no discussion regarding the customer working from home our needing the service for a VPN. We do require our agents to probe the customer about VPN usage (and provide a disclosure describing the 50-75% slowdown if necessary) if the customer mentions working from home. All terms and conditions were read to the customer and they did not have any questions prior to giving consent to process the order.

 

To be sure, I followed up with a question about discussing your wife working from home, and the reviewer's finding was:

 

There is no mention from the customer on the call that their wife would be using a VPN or working from home. 

 

Based on these findings I wouldn't be able to waive the Early Termination Fee, as it is a valid charge. I do apologize for this inconvenience, VPN usage and the latency inherent in satellite technology just does not provide optimal performance. If you need to cancel, it must be done over the phone at 866.347.3292. If you have any additional concerns, please don't hesitate to post back so we can address them for you.

 

 

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.

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New Poster

Re: NEW User: Questions on speeds versus performance

Liz,

 

Thank you for the quick reply; although I remember the call a little differently.

I want to ask for some information before we proceed this issue further:

 

a) Please allow me access to that sales call audio; I'd like to review it myself. As it's my call, I believe I have rights to it's full content.

b) Please also share with me the nature of your training instruction for your salespeople regarding this issue. I want to understand their instructed responsibility. This should be HN's biggest concern to prevent future similar occurrences. Honestly, I cannot see how this glaring gap has not been closed before now looking at the sales complaints listed here on the community.

 

Frankly speaking, if HN's product has an inherent weakness, I believe the burden is on HN to divulge that weakness up front and make sure HN is not making an invalid sale to a person that HN will turn around and hold responsible for that product's concealed weakness.

The salesperson mentioned nothing of an inability to support VPN's; to me that is an inherent product weakness in the market you serve. He did not ask if I had a VPN; that is a grave oversight on his part....unless he's just trying to make a sale that someone else (me) will have to deal with later. I would hate for my mind to go that cynical route.

Basically, I don't see how this is my responsibility unless you can convince me with some compelling evidence.

 

If you cannot provide me with proper evidence similar to above, I will be pursuing further action. I do hope you can cooperate.

 

I'll be awaiting your prompt reply.

Thank you, Spike