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New User-Signed me up with a known "Beam issue"

Freshman

New User-Signed me up with a known "Beam issue"

Had service installed about 2 weeks ago. Connection seemed slow from the start, installer claimed that it takes time for the satellite to connect properly and that things should speed up within an hour or so. Never happened. Download speeds got slower and slower. Most of my speed tests are <1Mbps. Much slower than the DSL I replaced. After talking to tech support for a few hours I was finally told that there is a known "Beam issue" and engineers are working on it. Resolution could take anywhere from 2 weeks to 3 months or more! Now that I am aware of this and have been searching posts it looks like this is not uncommon and there is no resolution on the horizon. Very frustrated that they would spend so much time telling me how fast and reliable the service was when they signed me up only to find out that this issue was ongoing. Since my wife and I both work out of the house and have children that take virtual classes I see no choice but to cancel the service or lack of service and go back to DSL. Extremely disappointing!

14 REPLIES 14
Distinguished Professor III

Re: New User-Signed me up with a known "Beam issue"

@indisurf

 

When clicking on the following link, what is your Beam ID in the Satellite box?  

 

http://192.168.0.1/#!/home/information


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Freshman

Re: New User-Signed me up with a known "Beam issue"

Thank you for getting back to me. My beam ID is 85. I was unsure how to find out what beam I was on until you sent that link. Any help you can provide would be greatly appreciated. I would really like to stick with the service since we have been frustrated with slow DSL speed for so long. But as it stands the service is almost unusable. I hope there's a resolution. Thanks again.

Associate Professor

Re: New User-Signed me up with a known "Beam issue"

I am not aware of Beam 085 on ES-19 having any issues...  Do you have a testmy.net account where you can share your test results with us in the community?  If not, then could you please create a testmy.net account and perform 3-5 tests during different parts of the day over the course of a couple of days. 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 to remember during this test:
-do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)
-use the 25MB size download test file ONLY

-If testing upload instead of download, you must use a 4MB size upload 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


Distinguished Professor III

Re: New User-Signed me up with a known "Beam issue"

@indisurf

 

Like Corrosive, I'm not aware of any issues with Beam 085.  I searched through the posts on this site and I haven't seen any mention of issues with that beam.  There are known issues with a few beams, but, again, I haven't seen any mention of 085 being one of them.  

 

The steps laid out by Corrosive for the speed tests would be the next step in getting help with the issue through the community.  The reps that monitor this community are corporate reps, but they will need some speed test results to get the ball rolling, so to speak.  


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Freshman

Re: New User-Signed me up with a known "Beam issue"

I hope there isn't a beam issue and there is a way to resolve connection speed. I spoke with tech support about 10 days ago and they ran a number of speed tests and agreed that the connection was no where near where it should be and could not come up with a resolution. She told me they needed to escalate my issue and I recieved a call about  48 hours later from another tech support department. It was at that time after running a few speed test that I was told there was a beam issue and the engineers were working on it. They said there was no timeframe for when it would be resolved.

 

I appreciate you and Corrosive helping out. I'll run the speed tests and post them in the next few days.

Freshman

Re: New User-Signed me up with a known "Beam issue"

Sorry for the delay, past week has been hectic. I have compiled some speed test results for you to look at. I was running the speed tests through the Hughsnet site and the only way I can see to share the results is by pasting them below. I also took a look back at the post from Corrosive and recently began to run tests on testmy. I have added those links as well. Again, any help is greatly appreciated. As I mentioned before I have called in to tech support and they have no answers at this time. If there is anyone else I should contact please let me know.

 

http://testmy.net/db/5ZUaVIzGO

http://testmy.net/db/YEuQ1cZhv

http://testmy.net/db/9zLqFDOJ2

 

Date RecordedDownload Result(KBPS)Upload Result(KBPS)
11/7/2017 6:082493010 
11/6/2017 19:32922465 
11/2/2017 6:494393184 
10/28/2017 16:411632817 
10/28/2017 16:331962562 
10/28/2017 4:18368032930 
10/27/2017 19:513022369 
10/27/2017 19:394172537 
10/27/2017 19:273792597 
10/27/2017 12:439221955 
10/25/2017 18:13721036 
10/24/2017 4:4919472549 
10/20/2017 19:151551884 

10/20/2017 19:08

1442319 
Associate Professor

Re: New User-Signed me up with a known "Beam issue"

@indisurf

 

Can you confirm you had data allowance remaining when running those tests?

@Liz or @Amanda may need to perform some system diagnostics to see what needs to be done, as I do agree, those speeds aren't acceptable unless you have exhausted your data.

Moderator
Moderator

Re: New User-Signed me up with a known "Beam issue"

Hi indisurf,

 

I'm glad you found the community, thank you for posting. Your diagnostics look fine, so we don't have to worry about the HughesNet equipment. I did notice you have 11 wireless devices on your network; just a reminder: speeds will be split up between concurrent users on the network and will result in getting less than plan speeds.

 

Thank you for also running testmy.net tests. As noted in C0RR0SIVE's instructions, it's better to have a batch of 3-5 tests run at a time, spaced 5 min apart so we have a better reading. Once we have those, I can escalate your case to the engineers.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

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Freshman

Re: New User-Signed me up with a known "Beam issue"

We are on the 30GB plan and have only used 36% of our data. Thanks.