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Not getting promised service

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New Poster

Not getting promised service

I have had Hughesnet for a total of ten days now and have hated it from day one. First time connected, with tech still here, was slow as dial up. He witnessed this and told me to allow a few hours for dish and modum to "adjust".  I am still waiting.  My plan is 25 mbps and I have yet to experience anything close. Speed tests and actual are totally opposite.  Not to mention sporadic. As an example, I just did a speed test while typing this and after waiting a full 2 minutes 23 seconds for "finding server", then 40 seconds for "connecting", I got 21.2/6.34. I attempted another test for comparison and got "Error. Test failed to complete. Please check your connection and try again."  After three errors another test started but failed with the error again. 21.2??? I think not. So I cannot even give a current reading. Other tests have ranged from 1 mbps to 30 mbps all within a five minute period. And though the test may show high speed my actual isn't much faster than dial up. I am wasting my money on Netflix and Hulu premiums because I have yet to watch anything without buffering. Average watching time is less than two minutes without buffering. I have contacted customer service and all they offer is boosting the modum on their end with no results. And, by the way, since I cancelled my landline, I have to drive over a mile for cell signal to call. I discussed this with Hughesnet rep from day one. I am in a rural area and need a booster for cell service. He told me wireless calling would work. So now, in addition to slow, buffering, sporadic frustrating internet,  I have no way of contacting emergency services. I am very unhappy with Hughesnet and want it gone!

3 REPLIES 3
Distinguished Professor III

Re: Not getting promised service

@VickyA 

 

If you'd like help from a rep via this support community, they will need some speed test results.  The protocol for the speed tests is as follows...

 

----------------------------------------------------------------------------------

 

To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform a batch of 3-5 tests during different parts of the day, then share the account results link with us here.

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)
-disable the WiFi while the speed tests are being performed
-the testing device should be the ONLY device connected to the HughesNet modem while testing 
-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 testmy results URL here, it may look something like http://testmy.net/quickstats/yourusername


For a more in depth guide on running the tests, please see this site (due to being an older site, the stated test sizes are incorrect for Gen5 (please use the test sizes listed in the instructions above, in bold, for Gen5)).

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.

If you don't know how to disable the WiFi in the HT2000W, please see "How do I manage my built-in WiFi modem?" in this PDF. Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).


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
New Poster

Re: Not getting promised service

GabeU. I did as you requested and replied with test results. Haven't heard from you. Did you not get it?

Distinguished Professor III

Re: Not getting promised service


@VickyA wrote:

GabeU. I did as you requested and replied with test results. Haven't heard from you. Did you not get it?


In order for the reps to help, you need to post the results page URL into a reply in this thread.  While signed in to your testmy.net account, click on "My Results" on the upper right of the page, then copy the URL in the address bar of your results page and paste it into the reply.  It will look like the following, but with your user/account name where it says yourusername...

 

http://testmy.net/quickstats/yourusername


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