I am a new customer (less than a week). I switched from the other satellite internet company because of the new Gen5 service. On the day of install, the speeds were very good. However, since then the speeds are so bad that using the internet has been almost impossible. Tonight, it is so bad that I had to resort to connecting through my cellular just to be able to post this. I don't know what the problem is, but I need usable internet now. I tried calling the HughesNet technical support, but after they had me running through silly useless tasks with no result, our connection was mysteriously lost. Please fix this and give me the internet that HughesNet boasts about on it's website.
Some speed test results:
Informaton from my modem / router
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. 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
Please read the full, in depth guide while taking the notes above into account, located at: http://customer.kb.hughesnet.com/Pages/7001.aspx
Failure to follow this procedure will hamper getting assistance.
The Reps are on M-F from approximately 8AM to 5PM Eastern. They will be the ones to address your speed issues, but they will need these tests to do so.
I'm on the same gateway/beam/outroute and I agree. Last night was pretty bad: A few bursts here and there, but mostly periods of no or very low like what your tests show.
I used to note Gen4 looking like this whenever the Redskins were on, so it's possible there were many people trying to stream the game, but... quite frankly it could be anything.
It was fine again this morning so it's nothing permanent, but something to certainly note.
When they installed your dish did they take at least 15 to 20 minutes aiming it correctly? This new spot beam technology is very finicky to aim. Not only must the Azimuth and Elevation be correct but the Skew of the dish must be correct. The Hughes installation manual says skew adjustments must be made no more than 1/8th inch at a time and allow at least 15 to 20 seconds for the modem to settle before taking a reading. When you do your speed test, monitor the signal strength. It should be fairly steady and above 90 is considered good. Once my dish was properly set up I had great download speeds in the 15 to 35 MBPS range.
Chances of so many people having issues so suddenly being related to installer error is unlikely.
Welcome to the community and thanks for posting. We are extremely sorry to hear about this issue, and we are thankful that you took the time to inform us. Our engineers are aware that customers on beam 68 are experiencing slow speeds in the evenings and are already working on a resolution. I will add your case notes and speed tests for them to review. In the meanwhile, I would like to continue to monitor your service and if possible, please conduct the speeds tests sometime in the morning or afternoon, in order for us to better evaluate your service. Thanks so much in advance!
I can set testmy to run in auto mode as well if it would help give you more data points.
Well, if you ever need them, the link is always http://testmy.net/quickstats/markjfine.
Been running a few tests all day because I'm seeing some quirkiness.
Aedan, thanks for the response. Once my service is restored to what it should be, what do I need to do to make sure my account is credited for the days that I have had this severly degraded service (which so far is every day but one)?
For the weekend, I got usable speeds, but still not what it should be in the evening. If there is a problem with Beam 68, how can I get placed on a different beam? A friend, who lives only 2 miles from me, is not haveing these issues. Clearly he must be on a different beam.
Here is my speedtest results link:
Can't be placed on a different beam, they cover very specific regions.
Good Morning Zap,
Thank you do much for taking the time to complete the speed tests. Please check your private messages in the top right-hand corner, as I have sent you more information pertaining to your inquiry about credits. I looked at your test results and saw that you also had slow speeds not only in the evenings but also in the afternoon at about 3 pm and a couple times in the morning. Has this issue improve and are you experiencing slow speeds all throughout the day or just the evenings? Thanks.
Yes, the speeds during the day over the weekend were rather erratic. I can't say about M-F since I am at work during the day. Like most people, the evenings is when I use it. Therefore, I expect some level of slower speeds in the evening, but what I have been getting since installation of my service has been well below what it should be in the evening. I will continue to monitor evening speeds. I tested before leaving my house this morning and the average speed was 46 Mbs. That's a far cry from the single digit speeds I have been getting or in some cases last week in the evening, sub-megabit speed.
Thanks for posting. Please check your private messages in the top right-hand corner, as I have sent you more information pertaining to this issue. Thanks.
Good Morning Zap,
I pulled up your account this morning to troubleshoot and check on your service. Base on the results, I have issued you a free complimentary dispatch to address your concerns. Please check your private messages in the top right-hand corner, as I have sent you more information. Thanks again for reaching out and please let us know how the dispatch goes.
Just checking in on you since your dispatch was scheduled for this past weekend. Has service performance improved since then?