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New installation not working correctly

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Freshman

New installation not working correctly

Hi,

Had viaset before and was working fine until the Hughes net equip was installed.

Service has not worked well since installation a week ago.

I can go make a cup of coffee before the email comes in, about the same as the old viaset with max 4 mbps.I have fiber at another

  Home and mail comes in rapidly so its not a server issue.

Plenty of ventilation around modem

Tried other ports on modem

Can’t watch videos because of constant buffering and poor resolution, so I don't try any more

Support indicated they turned off video save feature, did nothing.

Computer is connected via LAN , no router

I shut wifi off.

Testmy shows speeds more than fast enough to run videos and support indicates all good on your side I’m assuming I have gen 5? See link below.    

https://testmy.net/compID/20274739635327   

 

Previous service was Obama Bux Viaset/wild blue which ran fine up to the morning Hughes was installed and only had a 4mbps max dl speed and videos had good resolution and rarely ever buffered. Hughes hasn’t worked well since installation I guess my next step is re thinking this, possibly the computer components which I doubt. I think its a Hughes hardware issue?

 

I do have another computer I will test this with, but need some cable adapters to use it off the router which I have ordered, should be here in a day or so. Link below for speed tests.

I have tried customer support to no avail.

https://testmy.net/compID/20274739635327   

 

Any help would be appreciated,

Stugguls

16 REPLIES 16
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Distinguished Professor IV

Re: New installation not working correctly


@stugguls wrote:

Hi,

Had viaset before and was working fine until the Hughes net equip was installed.

Service has not worked well since installation a week ago. 

We can only address HughesNet issues here.  If your ViaSat service has had problems since your HughesNet service was installed, perhaps ViaSat can tell you if there is some sort of interference occuring.  

 

With regard to your HughesNet service...

 

In case your speed test results will be needed for troubleshooting purposes, it would be best to start running them using the protocol here.  

 

What email service are you using, and do you access it on its own web page or do you use an email client?  

 

Because of a prioritization policy that was put in place on 3/20 that favors work and schooling related activities during periods of high system load, video/streaming is taking a "back seat" during these times.  And, unfortunately, this is nearly around the clock as of recent.  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
Highlighted
Freshman

Re: New installation not working correctly

Ive done the speed tests, (see link on first post). I no longer have viaset, but it worked fine up to the day Hughes was installed, just comparing the 2. I use thunderbird, seamonkey, also get email on line at times. I use the same clients at my other home but have fiber there which of course is flawless.Emails there come in rapidly, often in a eye blink. I'm not too concerned at the slow email response from hughes just using it as an example of the pokiness of my new service which does not work as well as the old slow viaset. So perhaps the Hughes net is over capacity and cannot handle loads at present? I should have been notified of that and would have stayed with viasat! Hughes was a little better deal reason for changing.
Highlighted
Distinguished Professor II

Re: New installation not working correctly

Login to Testmy.net, then click the My Results link at the top. The URL the reps needs will look like this:  https://testmy.net/quickstats/[your username]

 

stugguls wrote:
Ive done the speed tests, (see link on first post).

 

Highlighted
Freshman

Re: New installation not working correctly

Highlighted
Distinguished Professor II

Re: New installation not working correctly

Did you create an account with them? What is your username for Testmy?

 

EDIT:

 

Your file sizes are not the right ones, either. To have speed tests looked at on this site, you will need to follow the procedure outlined here: 

 

https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607

 

The reps here will not address speed issues without the tests run as required. 

Also, if the state code on your System Control Center is 0.0.0, that means the system is working correctly, and it's likely the issues are on your end.  

If you haven't already, post your State Code. 

 

Highlighted
Freshman

Re: New installation not working correctly

You might have to hold my hand a bit through this process. I registered with testmy. (Stugguls) The community help link you provided below does not open with any browser I have tried. I'll attempt more speed tests on testmy and get the inf to you. I still don't think the problem is on this end, will test another computer soon to see if I get the same results, suspect I will? I am assuming what i got installed last week is gen5? and again you want the manual test correct? Please send a link on test protocol that opens. Where do I find state code? HTTP Status 404 - type Status report message description The requested resource is not available.
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Distinguished Professor II

Re: New installation not working correctly

You will need to be logged into your Testmy.net account before running the tests. The results link for your username would be https://testmy.net/quickstats/stugguls

I don't see anything there, though. 

 

If your speeds are good and your State Code (found here: http://192.168.0.1/#!/home/status) is 0.0.0, this means that te system is working as intended, and that the problem may be related to other things, such as internet congestion, network congestion in your beam, HughesNet's prioritisation of certain activities over others, your computer settings,  etc.  It might take time to troubleshoot that, and you'd have to do some detective work. 

 

Yes, you got Gen5 -- I don't think they do Gen4 installations anymore. 

 

You need to run the manual speed tests, using the 25MB file size to test download speeds, and the 4MB file size to test upload speeds (you need to scroll down the sizes list to see the 4MB choice). 

 

To find the state code, go here: http://192.168.0.1/#!/home/status

The numbers would be next to the words State Code 

 

Speed test instructions are here: https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607

 

Highlighted
Freshman

Re: New installation not working correctly

Ok got the protocol to open from an earlier link, so its manual test and assume my service is gen 5?
Highlighted
Freshman

Re: New installation not working correctly

Sorry didn't see this post , State code is good, will try to work through on this end and try another puter, coincidences do happen