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

[macsociety]

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

[C0RR0SIVE]

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

[MarkJFine]

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

[macsociety]

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

[macsociety]

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

[Liz]

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.

[macsociety]

Thank you Liz.  TJ

[macsociety]

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

[macsociety]

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

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

TJ

[macsociety]

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 Name	EchoStar-19-NAD
Gateway ID	8
Beam ID	55
Outroute ID	7

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