Forum Discussion

Roseht's avatar
Roseht
Freshman
8 years ago

New Gen 5

Hello,

I am a new customer that just got Gen 5 installed yesterday. Last night while my wife and I were using it we noticed things were very slow. Before getting the service I  did my research and knew that everyone here uses Testmy so i ran a 12 MB test a few times, and my results were all below 2 Mb, one result going below 1 Mb. While on your forums I came across another person that had bandwidth issues with Gen 5 and it turns out they were pointed at the wrong satellite. Could this be my issue? how could I tell which one I am pointed at? Any help would be great. Sorry for the two post, it was suggested I create my own topic.

Performance
  • Liz's avatar
    Liz
    8 years ago

    Hi Roseht,

     

    Thank you again for replying to my PM and working with us to address your concerns. All the details are in my last PM to you. Please don't hesitate to contact us again if you have any additional concerns, we're glad to help.

     

     

  • albrrmrz7's avatar
    albrrmrz7
    New Poster
    8 years ago

    When I first had my new Gen % started it was slow because updates were being downloaded and installed. after two days my updates installed and i have consistant 20 MB per second download and 5 MB per second upload im happy!

  • C0RR0SIVE's avatar
    C0RR0SIVE
    Associate Professor
    8 years ago

    If you visit http://systemcontrolcenter.com and click system status, then look under system status at IP Gateway Association State, it will say something like "Associated (Data IPGW - xx#########)" the XX should be J1 or J2, which indicates what satellite you are pointed to.

    As far as what satellite you are pointed to, it's decided by Hughesnet for load balancing purposes, we don't have a real say in which satellite we will get pointed to, especially once J1 load is reduced in an area.  But, most all installs should be JupiterII only unless the installer can not get a LOS to JupiterII, then they can use Jupiter1 if I am not mistaken - would require Liz or someone that does installs to confirm that.

    In order to help the Hughesnet Customer Service Reps get a head start on your speed concerns, you should create a testmy.net account and perform 3-5 tests during different parts of the day, all using a 12MB manual download test. Then share the account results link with us here.

    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:
    -do the tests while directly connected to the HughesNet modem with a LAN cable (NO ROUTER or Wireless devices)
    -use the 12MB size download test file
    -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

    The Reps are on M-F from approximately 8AM to 5PM Eastern.

    • motobojo's avatar
      motobojo
      Junior
      8 years ago
      C0RR0SIVE wrote:

      Most important points:
      -do the tests while directly connected to the HughesNet modem with a LAN cable (NO ROUTER or Wireless devices)

      Since the Gen 5 modem has the router built in how will the diagnostics such as this change?  Tech Support seemed to always point their finger at the router as being the problem (probably with cause), I'm just curious how it being part of the modem will complicate the troubleshooting.

      • C0RR0SIVE's avatar
        C0RR0SIVE
        Associate Professor
        8 years ago

        Should probably state no third party router or wifi... We are using macros and I haven't had time to update them or come up with new testing methods.

    • Roseht's avatar
      Roseht
      Freshman
      8 years ago

      Thanks for the information C0RR0SIVE, I just checked and it says I am connected to Echostar 17. I'll run the speed test tonight, but I believe I am supposed to be connected to Echostar 19? As far as LOS I live on top of a hill, and dish is on my roof with the nearest obstruction being .5 miles away. When signing up I signed up for full Gen 5, seems I am on the old Satellite which to my understanding is under heavy load.

    • Roseht's avatar
      Roseht
      Freshman
      8 years ago

      Thanks for the information C0RR0SIVE, I just checked and it says I am connected to Echostar 17. I'll run the speed test tonight, but I believe I am supposed to be connected to Echostar 19? As far as LOS I live on top of a hill, and dish is on my roof with the nearest obstruction being .5 miles away. When signing up I signed up for full Gen 5, seems I am on the old Satellite which to my understanding is under heavy load.

      • C0RR0SIVE's avatar
        C0RR0SIVE
        Associate Professor
        8 years ago

        Hrm, I am not aware of them selling Gen5 service on Echostar 17 just yet...  Should only be Echostar 19... But the slow speeds are kind of expected right now with Echostar 17 since its pretty much overloaded... I personally wouldn't bother with speedtests unless I wanted to make a record of what I am seeing for now, as they wont be of much use currently..

         Liz, do you have any insight on why he/she would be on Echostar 17 instead of Echostar19?

  • Liz's avatar
    Liz
    Moderator
    8 years ago

    Hi Roseht,

     

    Thank you again for replying to my PM and working with us to address your concerns. All the details are in my last PM to you. Please don't hesitate to contact us again if you have any additional concerns, we're glad to help.