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Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4

IHC
Freshman

Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4

We recently upgraded our service from Hughes Gen4 (Dishnet) to Gen5. The service was initially impressive, especially compared with what we were used to Gen4. For the first week or so the speeds were great. I ran a few tests as we were usually at about 20mb/s. Video on Amazon Prime streamed in HD with no buffering. We were happy.

 

After about a week the speeds seemed to suffer. I've been on Gen4 so long I've gotten out of the habit of streaming (used to have FiOS at another house). I tried to watch a few shows on Amazon and kept getting errors from Amazon saying my connection was too slow to stream, even with my video option set to "data saver", Amazon's lowest stream rate. I initially assumed that I was just in the evening rush, which we'd gotten used to on our old service. 

 

Then our service got REALLY slow. I ran a few speed tests on the my.Hughesnet.com support panel and was shocked to see I was getting download rates of less than 1mbps. I recycled power on my modem and that seemed to fix things. My first test was around 18mbps. That didn't last. Here's a sampling of consecutive speed tests I had a couple of nights ago:

1: 1.53 mbps

2: 0.58 mbps

3: 1.69 mbps

4: 1.21 mbps

5: 1.91 mbps

6: 1.37 mbps

7: 0.27 mbps

8: 0.18 mbps

9: 2.09 mbps

10: 0.74 mbps

 

I've called the Hughes support line twice and spend well over three hours in total talking with tech support. I'd already done practically everything they asked of me including: turning off all other wi-fi devices, running tests connected with a LAN cable, not wi-fi, running tests in safe-mode, restarting modem, etc. One huge frustration I've had with Hughes support has been the amnesiac quality of the tech support. I was careful to get a case id from each tech support agent to ensure we wouldn't have to start all over at zero with each call. Each agent assured me they were taking detailed notes and would ensure those were available for future calls. They didn't.

 

On the second, 1.5 hour call, I had to go back and literally do every single step in the troubleshooting process I'd already done the day before. I'm not proud, but I lost my temper and was rude to the agent. She offered to have a technician come out a couple of days later (today)...if I paid $125. I refused, and she said she could cut the price in half. I refused again and said I'd cancel the service before I paid. She agreed to send the technician for free. 

 

The technician came today and tooked our system over. He couldn't find anything wrong. He agreed to swap our modem for another. I'd hoped there was some kind of firmware problem with the modem. Our first few tests seem to confirm this diagnosis. The first few tests on the new modem were great - upper 20's mbps. The tech left, I started watching some shows on Amazon. My speeds have cratered again. These are my last four results from testmy.net:

speed test results - 8-25-17.jpg

 

I'm at nearly a complete loss for what is going on. Has anyone else experienced this kind of degraded service? It almost seems as if someone at Hughes has selected our account for especially slow speeds. 

 

One notable thing - our upload speeds are all great, typically between 2.5 and 4 mbps. How can that be when my down speeds are as bad as they are? 

34 REPLIES 34
Associate Professor

Re: Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4

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

-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

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.

IHC
Freshman

Re: Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4

Thanks, Corrosive. Here's the link to my testmy.net results. I've set up the automatic test to execute over the next several hours. I suspect speeds will be good (we're entering the bonus time zone). I'll keep it running throughout the day and see what happens:

 

http://testmy.net/quickstats/jesusquintana31 

Freshman

Re: Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4

I just recently upgraded from Gen4 to Gen5.   Originally I was not going to put up with the Gen4 poor service after two years.  The major issue I had with Gen4 is I continuously switch to my Verizon wireless if I wanted to watch any Amazon Video, Funimation, or Netflix.  Also, the only way I could run my Critical Security for Windows 10, macOS Sierra, AppleTV, or Linux systems.  The biggest security issue I have with HughesNet is dealing our Canvas system that uses Shibboleth.  I have to use my school VPN dialer or my Verizon wireless to connect to my university learning management system.  The school uses the Federation Services for Shibboleth Authentication.  After communication with other network security administrators at other universities, this seems to be a common issue with HughesNet users.  HughesNet is not security friendly with Shibboleth Authentication Services.

And you are correct, Gen5 is Substantially SLOWER than Gen4 after one month.  I only upgraded because the sales promise that Gen5 would resolve my downloading of security updates for my operating systems and the cost would be below 100 dollars.    So far neither is true.  The first month everything worked flawlessly, primarily to good to be true.  After one month, the cost is more than what was the promise.  

Now, Gen5 is not only slower than Gen4, but Gen5 is also slower than my Verizon Unlimited Data Allowance Plan.  The sales person promised me that Gen5 would be superior to Verizon. Gen5 is also five times the cost of my Verizon Unlimited Data Allowance Plan, where HughesNet maxed out at 50GB Data Allowance Plan.  

Therefore as per C0RR0SIVE suggestion, I only used speed test software approved by HughesNet, even though as a Software Engineer I know better.   Using HughesNet's approved testmy.net and HughesNet's Speed Test listed under my HughesNet Account I performed the 3-5 tests during different parts of the day.  Based on C0RR0SIVE recommendation  HughesNet is a total failure.  HughesNet Satellite Gen5 average download speed is 0.89Mbps where Verizon Wireless is 15.53 Mbps before and after using 50GB data allowance on both systems.    According to HughesNet's speed test, the results declare Verizon is superior to HughesNet Gen5.  According to C0RR0SIVE recommendation of using only HughesNet speed test, the results declare Verizon is superior to HughesNet Gen5.

Associate Professor

Re: Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4


@IHC wrote:

Thanks, Corrosive. Here's the link to my testmy.net results. I've set up the automatic test to execute over the next several hours. I suspect speeds will be good (we're entering the bonus time zone). I'll keep it running throughout the day and see what happens:

 

http://testmy.net/quickstats/jesusquintana31 


If you go with the automated testing that will execute on its own, make sure you set like 30 to 60 minutes between each test so you don't consume too much data, as well as check the NFW option so that the test doesn't suddenly forward to packages over 25MB in size.


@donagibbons  If you have an issue, I suggest creating a new topic, post a link to your results, and follow any advice given.

Highlighted
Distinguished Professor III

Re: Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4


@donagibbons wrote:


And you are correct, Gen5 is Substantially SLOWER than Gen4 after one month.  


If that's what you're experiencing, that's unfortunate, and hopefully the cause, whatever it may be, can rectified.  With that said, it's not as if it's by design or deliberate.  Hughesnet isn't lowering customers' speeds after their first month of service.    


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: Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4

C0RR0SIVE

 

The last time I followed you suggest to post a new topic, you and your buddies just deleted the question because the results did not meet your dream world.   I have been using and creating bulletin board systems, now called community boards, for over 20+ years, and some have been friendly, and some have been not so friendly depending on who is in charge. 

 

Therefore, can you guarantee me that you or your buddies will not delete my new topic?   And to say you are not part of the company makes it very suspicious because it seems to be quite common when discussing with you and your buddies.

Distinguished Professor III

Re: Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4


@donagibbons wrote:

C0RR0SIVE

  

Therefore, can you guarantee me that you or your buddies will not delete my new topic?   And to say you are not part of the company makes it very suspicious because it seems to be quite common when discussing with you and your buddies.


Only mods/reps can delete topics.  Not customers.  


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: Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4

GabeU,

 

I never said it was by design or deliberate.  I am just observing that each new Gen Version, it always the same.  The first month is flawless, the second month it terrible.   And HughesNet has no explanation.  So can you explain to me why it happens like clockwork?  Can you explain to me why HughesNet is following a political agenda and not a physical agenda?

Freshman

Re: Newly Upgraded to Gen5 - Speeds Substantially SLOWER than Gen4

GabeU

 

What about System Admins?