cancel
Showing results for 
Search instead for 
Did you mean: 

Not getting promised service

Sophomore

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!

13 REPLIES 13
Distinguished Professor IV

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
Sophomore

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 IV

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
Sophomore

Re: Not getting promised service

https://testmy.net/quickstats/Vicky%20A  

 

In addition, I have been notified that I have used up all of my data.  I cannot figure how when I cannot use it!!!!  My only explanation is that I PATIENTLY tolerated buffering on netflix when it took OVER AN HOUR to watch a 40 minute episode.  I guess I didn't realize that I was paying for buffering!!!!  And guess what?  On the very day of data notification I did NOT have a single buffer problem.  Coincidence? I think not.  Have any of you heard of "throttling bandwidth" ?  It is when the carrier "plays" with your speed throughout the day/month in order for you to think you need a faster, more expensive, plan.  And guess what?  It is perfectly legal!  They can deny it all they want, but I think that is what is happening.  Look at my test results.

Sophomore

Re: Not getting promised service

PS....

In case anyone is wondering.....yes after the data usage notification the speed tests have been extraordinary!! COINCIDENCE? 

Distinguished Professor IV

Re: Not getting promised service

@VickyA 

 

That link isn't working, possibly due to an extra space being added at then end when pasting it (the blue underline continuing past the A), but I think this is yours...

 

https://testmy.net/quickstats/Vicky%20A

 

If those are your tests, they aren't really going to help, as they weren't run the way they need to be run.  They won't do the reps or engineers any good.   As stated in the instructions, the download test size needs to be 25MB and the upload test size needs to be 4MB, and they need to be run on a LAN cable connected device, not a WiFi connected device.  The WiFI in the HT2000W modem also needs to be disabled while the tests are being run.  

 

But, tests run while you are out of data won't be of any help, so you should wait until you again have data and then run some tests.  

 

And your complaint about bandwidth throttling doesn't apply, as all HughesNet Gen 5 plans provide up to 25Mbps, so it would be of no advantage for them to throttle your bandwidth.  There would be absolutely no point.  There are no faster plans.  However, just like everyone else with HughesNet, when you exhaust your plan data your speeds are throttled.  With that said, customer load affects speed. The more customers actively using the service, the slower your speeds may be.  That's not throttling.


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
Professor

Re: Not getting promised service

"Have any of you heard of "throttling bandwidth" ?  It is when the carrier "plays" with your speed throughout the day/month in order for you to think you need a faster, more expensive, plan.  And guess what?  It is perfectly legal! "

 

I have not heard of this. Where have you heard about it?

 

ISPs engage in network management practices (which include reducing speeds), and these practices are both legal and necessary, especially with shared bandwidth (as is the case of satellite internet).   

Sophomore

Re: Not getting promised service

Gabe, I am waiting for my data and will then run fresh speed test.  In the meantime I want to make you aware that the current "throttle" speed is no different than my day to day speed when I have full data. 

Also, you need to be more specific with your speed test instructions for those of us who are not savvy.  Just saying to set speed to 25 and 4 isn't enough. I looked all over to try and find this.  Never in my wildest dreams did I expect to find it under manual speed test. Again, you are used to this but those of us "lay" people are not. 

I will be in touch with a new test.

Distinguished Professor IV

Re: Not getting promised service


@VickyA wrote:

Gabe, I am waiting for my data and will then run fresh speed test.  In the meantime I want to make you aware that the current "throttle" speed is no different than my day to day speed when I have full data. 

Also, you need to be more specific with your speed test instructions for those of us who are not savvy.  Just saying to set speed to 25 and 4 isn't enough. I looked all over to try and find this.  Never in my wildest dreams did I expect to find it under manual speed test. Again, you are used to this but those of us "lay" people are not. 

I will be in touch with a new test.


I'm sure that this information, as well as the test results showing the slow speed, will help the reps with figuring out what may be going on.  

 

With regard to the speed testing instructions, if you look directly below the bold set of instructions you'll see a link for an in depth guide for running the tests, though, as indicated, the sizes in that linked guide are incorrect for Gen5.  The guide shows where to find the manual test files for the download and upload tests.  The page may take a little bit longer than normal to open (it does for me).  With this said, however, I'll be sure to add the location of the manual test files to the instructions.


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