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New Gen 5 owner in Northern California (slow as molasses)

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New Gen 5 owner in Northern California (slow as molasses)

Hi, new Gen 5 owner in Northern Calfornia, near Sacramento up in the foothills.  Service installed yesterday.  Slow very slow speeds.  Called tech support at Hughes today and they said they will escalate the call to engineering which means another 2 to 3 business days before I get help.

 

Kind of stinks since it was just installed yesterday.

 

Anyway, last speed test I ran was 1.1Mbps down.  Sheesh.  

 

Went through over an hour call with Hughes today running tests and such just to prove I am getting slow speeds.  Then told have to wait until next week to get it looked at.

 

http://testmy.net/stats/?&t=u&d=09292017&x=2&l=25&q=macsociety

 

In case this can help....  I am pointed at:

Satellite NameEchoStar-19-NAD

Gateway ID8

Beam ID55

Outroute ID7

 

Thanks for the ear.

 

Thomas

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1 ACCEPTED SOLUTION

Accepted Solutions

Re: New Gen 5 owner in Northern California (slow as molasses)

My repoint to ES17 is done.  Promising for sure.

 

As speeds can always go up and down on a whim, I will ride this for a week ro two before I say it is fixed for sure but apepars we should be good to go.

 

Before the installer came over I had a about 1Mbps down.... and after, they are 24 and 17Mbps so far.

 

What appears to have suffered in the switch back to ES17 is uploads so far.  I was getting better 2Mbps before the installer came over and now getting between 800K and 1Mbps.  I can live with that.  ;-)  

 

So... so far so good.  Thanks Hughes for getting things back on track.  

 

https://testmy.net/quickstats/macsociety

 

TJ

298 REPLIES
Associate Professor

Re: New Gen 5 owner in Northern California (slow as molasses)

Hopefully @Liz or @Amanda can get you situated, just for reference, try to use only the 25MB package for testing download speeds on Gen5 service, however I do agree, you do have a valid speed issue, hopefully engineering will also accept the smaller test files since your 25MB tests also show considerable slowdown.

For reference, you can view the test instructions at http://customer.kb.hughesnet.com/Pages/7001.aspx

Senior Instructor

Re: New Gen 5 owner in Northern California (slow as molasses)

Outroute 7? Isn't that usually the 'backup' outroute on many beams?


* 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.

Re: New Gen 5 owner in Northern California (slow as molasses)

The gal at Hughes had me run multiple Combined tests that did smaller than 25 but you will also see I ran those also as I remember seeing elsewhere it is good to run 25MB.  Reason I did not always is the speed became so slow, downloading 25MB would not finish (lol).  So I had to run a smaller one just to get an idea of speed.  Which was bad.  grin.  TJ

Re: New Gen 5 owner in Northern California (slow as molasses)

I also ran the tests at the myhughesnet.com site which were also low low... 2Mbps for the two she had me do.

 

So I ran all sorts of tests that she asked me to do.

 

TJ

Moderator
Moderator

Re: New Gen 5 owner in Northern California (slow as molasses)

Hi macsociety,

 

Thanks for posting and welcome to the community! There are some speed test results in there we can use, I can escalate your case to engineering. I'll post back once I have any news to share or instructions.

 

Your patience and understanding are much appreciated.

 

Thanks,
Liz

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Re: New Gen 5 owner in Northern California (slow as molasses)

Thank you Liz.  TJ

Re: New Gen 5 owner in Northern California (slow as molasses)

Also want to just note... other than emails and browsing the web, basic facebook, that is the only thing working for me.  Anything video, plain never starts.  I can visit youtube and try to watch a 144p low rez video, never even starts most the time and when it does, buffers out left and right.  Sorry, don't think they have lower rez than 144p <grin>.  So even with a speedtest right when my speed degrades, which is all day long, the speed may show 5Mbps down but... that should be fine to watch youtube 144p.  Does not happen.  So something else is off too.  Maybe my whole connection is so poor that non of this other than email and basic browsing will work until Hughes gets me fixed up.  TJ

Re: New Gen 5 owner in Northern California (slow as molasses)

Updated testmy.net.  Bad right now.  2Mbps down.  ;-(

 

http://testmy.net/stats/?&t=u&d=09302017&x=2&l=25&q=macsociety

 

TJ

Re: New Gen 5 owner in Northern California (slow as molasses)

Hi @Liz, do you happen to know if they did anything today?

Over the weekend Hughes left me a message to call today to the level 4 support (I think they called it) and I spoke with them this AM.  The gal I spoke with said she did something with the modem and asked me to run 3 speed tests from myhughesnet.com site.  All 3 were bad and all over the place.  Basically 2Mbps, 11Mbps, and 7Mbps.   She said something is off and she is escalating my info up higher than her, and said 2 to 3 days someone will call me.

 

Then I left and came back and I ran a testmy.net a couple time so far and all seems much better, although no one call me back so I wonder if just a fluke I am getting better speeds right now and will die again soon or...

 

Anyway, I am on the same settings as before and worried about that Outroute ID 7 as someone said that is like a backup one and is slower or something.

 

Satellite NameEchoStar-19-NAD
Gateway ID8
Beam ID55
Outroute ID7

 

Any words of wisdom would be nice.

 

Is someone still going to call me or did they do something to make my speeds better?  Maybe it is a fluke right now and things seem speedier.

 

TJ