New User with very slow speeds

[Yancey1]

I'm about 3 weeks now with HN and I'm now experincing very slow speeds. This looks like the right place to go for some help. After my initial setup, I was very pleased, even getting 25+ mbps at times. After a week, it went off line so I called technical support. A technician came out and found a faulty "radio". He said it had leaked and rain water penetrated the unit. So he replaced it and I thought all was well. Since then I've noticed my speeds are now down to a crawl... 0.2 - 0.5. My signal strength stays around 120 so I don't think that's an issue and I'm not in FAP yet either. Here's a test I just ran and this is connected to LAN. 

https://testmy.net/db/vYVhoNj5U

Any help you guys can give me would be very much appreciated. I have high hopes that this system is going to work for me.

Yancey1

[GabeU]

@Yancey1

In order for the reps to help they'll need a few more tests to be run, but run in the same way that you did with the first (LAN connected and using the 25MB size).  If you haven't already, please make sure to disable the WiFi while you're running the tests.  If you don't know how to do so, please see "How do I manage my built in WiFi?' in this PDF.  This will ensure that nothing can be sapping any bandwidth via WiFi while you're running the tests.  It would probably help to get an upload test in, too, but use the 4MB size for the upload test.  The reps are on M-F from approximately 8AM to 5PM EST, though it can take them a day or two to reply.  

With that said, that's a terrible speed in that test.  I'm sure the reps will be able to help you.  

Edit:  I forgot to mention, please be sure to leave your modem plugged in so that the reps can run remote diagnostics on your HughesNet equipment if they deem it necessary.  

@Liz

@Amanda

@Hal

@Wade

@Jorge

[Yancey1]

Ok, thanks for the info. Here are a couple more tests.

https://testmy.net/db/SNXher9xI

https://testmy.net/db/85jCPTItU

https://testmy.net/db/iBUDdltfO

https://testmy.net/db/UT3suaKwp

The first test in my OP did not have the WiFi disabled. These tests do. There seems to be a slight bit of improvement but clearly not what it should be. Thanks for your help.

[GabeU]

@Yancey1

You're welcome.  No, the speed is definitely not what it should be.  

They can see those, and any of your future test results, on your results page, which is through this link... https://testmy.net/quickstats/Yancey1

[Liz]

Good morning Yancey1,

I see it's your first post here, so welcome to the community! After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Thursday, May 31, 2018 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #112738208 if you need to reschedule.

Please let us know how the site visit goes.

[Yancey1]

Liz,

Thanks so much for your quick reply. That will be perfect. I look forward to having this resolved. I will let you know how it goes.

[Yancey1 · Accepted solution]

Just thought I'd chime in here with an update. The technician came by yesterday as promised and he aligned my dish with a different satellite. I had been on Echostar 17 and now I'm on Echostar 19. I'm not sure why that would make a difference but it did. My speeds have vastly improved. In fact, I once saw 40+ mbps today when the sky was clear. So everything is looking good. Many thanks to Liz for addressing my problem. It is much appreciated.

[gac]

I am experiencing the same problem, just got it today 1 June 2018, very slow speeds, barely getting above zero on the download and with the upload not doing much better. Very disappointed. 

[GabeU]

@gac

To get help with your speed issues, it would be best for you to start a new topic within Tech Support.  The reps are on M-F, from approximately 8AM to 5PM EST.  In the meantime, please run some speed tests using the protocol laid out in the following thread, then post your results URL in the new topic you create.

https://community.hughesnet.com/t5/Tech-Support/Absolute-WORST-speed-and-service-department/m-p/9959...

[GabeU]

@Yancey1

While the ES19 seems to be capable of higher overall speeds,  both the ES17 and ES19 are capable of providing Gen5 service with the advertised speeds.  Why you're getting better service with the ES19 could be due to a few different things, like better location within your ES19 beam vs your ES17 beam, or less congestion with your ES19 beam, or maybe even a combination of things.  

Either way, it's good to hear that it's working better for you.  It's nice when you can hit speeds like that.  🙂  

[Liz]

Good morning Yancey1,

Thank you for taking the time to post back and letting us know your speeds have improved after the site visit! Glad to have helped, please don't hesitate to visit the community again if you have any other concerns.