Forum Discussion
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 k...
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.
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?
Thanks for the quick response I appreciate it, I'll wait for Liz to respond.
Good morning Roseht,
Welcome and thanks for posting. I was able to pull up your account and confirm that you are on EchoStar 17, which is odd. Let me investigate further as to why. As C0RR0SIVE indicated, we're not yet providing Gen 5 plans via EchoStar 17.
Your cooperation, patience, and understanding are much appreciated.
- Thanks for the update. I'm sure it's well known but it was very slow again last night, hoping this can be resolved soon.
Hi Roseht,
Thank you so much for your patience as we investigated your account. Apparently there was no mistake, you are pointed at EchoStar 17 because you're located in an area not covered by EchoStar 19. Here's a map of the EchoStar 19 beams in blue, it might be hard to see since the EchoStar 17 beams are underneath in white. You'll find that a large portion of Wisconsin, as well as Iowa, is not covered by EchoStar 19.
We definitely want to address your speed concerns, so I ran diagnostics on your site to ensure the HughesNet equipment is functioning properly. I see there may be something the matter with the radio or at least the connection to it. Can you please ensure that the coaxial cable connected to the HughesNet modem is tightly connected? Once that connector is confirmed to be secure, please let me know so I can run new diagnostics.
Your cooperation, patience, and understanding are much appreciated.
