“Recent Degradation of Gen4 Speed Performance" Continued

[Steven Easterbr]

My prior thread was closed ("Recent Degradation of Gen4 Speed Performance"). As a result, I am opening another new thread. After a year of slow speeds, in July, HughesNet
finally got my speeds up to promised levels... at least for a few
months.

Recently download speeds have been dropping well below promised levels. e.g., under 1KB this evening. I started logging speed tests tonight (the weather is fine) and my neighbor, whose service speeds parallel mine, has started checking his speeds as well. I will update this board on my neighbor's speed once he calls me back tomorrow.

See the attached to see what I am getting for download speeds under my "Pro" plan (almost $80 month). I have checked everything twice, did all the tests HughesNet will put eventually put me through again (when I do call customer service) and my equipment is fine.

I am requesting HughesNet to open a new case and once again fix this issue.

[Liz]

Good morning Steven,

Thanks for posting and posting your speed test results here. I've run diagnostics on your site and that all checks out fine. I can get this escalated for you, however, the engineers will also require some speed tests done via testmy.net for comparison.

Please follow the steps here to set up your testmy.net account and run the tests accordingly:
https://community.myhughesnet.com/hughesnet/topics/cant-use-the-hughesnet-speedtest-guide-for-testmy...

Important to remember:
-do tests directly connected to HughesNet modem
-create a testmy.net account so we can track all your tests on one page
-use the 12 MB test file
-space the tests at least 5 min apart (3 will suffice)

I'll send you a token for the tests.

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

[Steven Easterbr]

Thanks Liz. Attached is the link to Friday night speed tests. Keep in mind my neighbor informed me he is having the same results. The speeds during the day are great, but late afternoon they shift down and in the evening they are unacceptable. I look forward to hearing from you.

:::.. Download Speed Test Result Details ..:::
Download Connection Speed:: 1761 Kbps or 1.8 Mbps
Download Speed Test Size:: 25 MB or 25600 kB or 26214400 bytes
Download Binary File Transfer Speed:: 220 kB/s
Tested At:: http://TestMy.net  Version 15
Validation:: http://testmy.net/db/hWxKDEq65
TiP Measurement Summary:: Min 0.93 Mbps | Middle Avg 2.23 Mbps | Max 6.43 Mbps | 144% Variance
TiP Data Points:: 0.93 Mbps, 1.4 Mbps, 1.5 Mbps, 1.05 Mbps, 1.48 Mbps, 1.46 Mbps, 1.36 Mbps, 1.55 Mbps, 1.8 Mbps, 2.76 Mbps, 1.76 Mbps, 2.31 Mbps, 5.79 Mbps, 6.43 Mbps, 2.82 Mbps, 1.3 Mbps, 1.54 Mbps, 1.54 Mbps, 1.03 Mbps
Client Stats:: http://testmy.net/compID/661812693067 
Test Time:: 2016-02-05 19:29:13 Local Time
Client Location:: US http://testmy.net/country/us
Target:: Dallas, TX http://dallas.testmy.net
Client Host:: Hughes Network Systems http://testmy.net/hoststats/hughes_network_syste
Compare:: 47% slower than client avg, 80% slower than host avg, 94% slower than country avg, 92% slower than world index
1MB Download in 4.65 Seconds - 1GB Download in ~1 Hour - 31X faster than 56K
This test of exactly 25600 kB took 119.15 seconds to complete
User Agent:: Mozilla/5.0 (Macintosh; Intel Mac OS X 10.11; rv:43.0) Gecko/20100101 Firefox/43.0 [!]

[C0RR0SIVE]

Steven, do you have a link to your testmy.net account that you can share with us to help track your test results better?  Creating an account and getting the link for your account is covered in the guide that Liz provided.

[Chellie McGuire]

I do not know how to add my complaint here, but, we, too, are experiencing UNACCEPTABLE speeds in the evening. It is getting worse. I have called so many times and have to go through the tests just for them to tell me my equipment is fine. They have even tried to tell me my weather was bad when it was CLEAR! We pay for the top package, use all of our data, and hardly get to do a thing online!!

[CommunityWorklo]

Hi Steven,

As Charles asked, we'll need your testmy.net's account results page. It will typically look like http://testmy.net/quickstats/[yourusername].

Also, please be sure to run the tests using the 12 MB test file. What you and I should be seeing on your testmy.net results page is something like this:



Thanks,
Liz

[Steven Easterbr]

Liz,

I set it to 12MB but the site itself changed it "for better results" after I hit start because the connection was too slow (or something like that). I will see if I can over ride its auto decision making by running a 12MB  test tonight. http://testmy.net/quickstats/MrChange

Steve

[Steven Easterbr]

FYI: This is the message I am getting from the testmynet website after I set to 12MB.

"Be patient, downloading 12 MB of random data... [stop] [reset size]
Auto adjusting the test size to better suit your connection. Test 1
Testing your connection with TestMy.net :: For accuracy I'll forward to larger sizes until you sustain a download for 7 seconds."

[BirdDog]

Usually means you're getting bursts of very high speed at least +20 Mbps. It happens to me and I back out as it then goes to some ridiculous high size like 60+ MB. Just for comparison run this test: http://www.att.com/speedtest/
Not an accepted test but quite accurate from my experience and at least provides an idea what speed you are getting without consuming huge amounts of data. Post a snip of result if possible.

[Liz]

Good morning Steven,

This is perfect, I got your testmy.net results, I'll compile this into my report for the engineers. I'll post back once I have any updates to share.

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

[Steven Easterbr]

With all due repect, the speeds posted were terrible.

[Steven Easterbr]

Not so. The speeds were terrible.

[Steven Easterbr]

Hi Liz,

Thanks for your support.

FYI: I tested again tonight. Speeds were again terrible.

Go to the site and check 480- 620 Kbps on my 10 Mbps plan. I also got this message:

"You might have a problem...Your connection scored only 5% of the Hughes Network Systems average (95% slower)..."

See http://testmy.net/db/tnHUz_iIa


 

[Steven Easterbr]

In addition, my neighbor is having the same problem with the download speeds as me.

Steve

[Liz]

Hi Steve,

We don't need any more speed tests, however you can continue running them for your own reference if you like. I will post back once I have any updates to share.

Thanks,
Liz

[Steven Easterbr]

Thanks Liz.

[GabeU]

Steven, the same thing happens with me.  I have great speeds most of the time, but during the evening hours, say between 6 and 9:30 or so, my speeds can go way down to sub 1mb levels, like your chart shows.  I imagine it's because that is the time when the most people are on.  It just gets bogged down.  I should say I HOPE that's the reason, as the alternative isn't a very good one (deliberate throttling during those times), nor likely, I hope. 

During those times I can still surf just fine, and I wait until it speeds back up if I have to do anything that requires decent bandwidth.   

To add, that's just my experience.  I'm not trying to lessen the importance, nor validity,  of your frustration. 

Also, I've only had Gen4 for a week, so I don't know if this is the norm, or something recent, but I have been with Hughesnet since 2004, and had experienced something similar a while back on my original Pro plan, though it got better. 

[Chellie McGuire]

Just wanted to add in here that I'm really glad I found this forum. Now that I know it's loads of customers, we are canceling out HughesNet. Tired of paying for what they say is 50gb but clearly can't be since we can't seem to watch even the lowest resolution movies without it buffering constantly.
We are going to Verizon for 4g . Less gigs for the price but at least we can use it.

[Liz]

Good morning Steven,

The engineers have confirmed so far that capacity expansion is scheduled for this week and they will analyze user performance after for any issues.

Thank you again for your patience and understanding.

-Liz

[Steven Easterbr]

Liz,

Any updates? Speed is as bad as ever. Why is Hughes Net charging me so much $ for a 10 Mbps plan when I only get 1 Kbs in the evenings (90% less than I am paying for). Not even close to the promised, advertised speed. And keep in mind this is an evening thing. Anyone telling me my speeds are ok is not checking my evening speeds.

Last year, I filed a complaint with the Maryland Attorney General Consumer Protection Division and sent letters to the Hughes Net President as well. Subsequently, I was contacted by a high level Hughes Net customer service rep and afterwards my speeds rose to acceptable levels. As a result, I then asked the Attorney General to put my complaint on hold. But the good speeds only lasted a couple of months. Then they crashed again. This has been going on for two years. I cannot accept this anymore. The Maryland Attorney General's office asked me to contact them and they would re-open my case if things got worse... and that us what I plan to do in April if things do not improve.

So let me know if anyone is really working on improving my download speeds. i.e. a status report.

Thank You,

Steve

Here's a sample of recent download speeds:

[Liz]

Hi Steven,

So are you saying that speeds did not improve after our capacity expansion Feb 15-19? Our engineers are constantly working on the network to ensure working service for all. Let me send them your screenshot. Just in case they ask, can you also please run a few tests on your testmy.net account so we have some current results there? http://testmy.net/quickstats/MrChange

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz