Solved: Re: Sample 30 recent testmy.net tests- SLOWWWW - Hughesnet Community

HughesIsPitiful · ‎01-30-2022

I have been experiencing very slow speeds since getting Hughes Satellite at the end of October 2021. After numerous phone calls (6+) and wasted hours calling support (7hrs+) Following the guidelines recommended by moderator Liz, I've performed tests via testmy.net. The tests were performed with wifi disabled (both 2.4GHz and 5GHz) and only one computer connected to the modem via a hard-wired cable. Also, my Nord VPN has been disabled. My name is George Jelaco, havefaithnow@att.net. Here are the results:

Date format: D M d Y @ g:i:s a	Type	Test Size	Score Mbps	Score MB/s	Username	Computer ID	ISP / Host	Extra Identifier	Test ID

Sun Jan 30 2022 @ 8:00:04 pm	UP	824 kB	0.74	0.09	His Name is JESUS	4.08438E+13	hughes_network_syste	74------us	wFJHLmTtz
Sun Jan 30 2022 @ 7:59:42 pm	DN	1.1 MB	0.74	0.09	His Name is JESUS	4.08438E+13	hughes_network_syste	74------us	Z_HBc8Pxm
Sun Jan 30 2022 @ 4:32:42 pm	UP	704 kB	0.74	0.09	His Name is JESUS	4.08438E+13	hughes_network_syste	74------us	-7p74NAJo
Sun Jan 30 2022 @ 4:32:21 pm	DN	2.1 MB	2.43	0.3	His Name is JESUS	4.08438E+13	hughes_network_syste	74------us	qtjoa5eRF
Sat Jan 29 2022 @ 7:17:39 pm	UP	256 kB	0.32	0.04	His Name is JESUS	2.24248E+13	hughes_network_syste	74------us	xPXXVlqbg
Sat Jan 29 2022 @ 7:17:28 pm	DN	1.4 MB	1.09	0.14	His Name is JESUS	2.24248E+13	hughes_network_syste	74------us	B3tJCJr~~
Sat Jan 29 2022 @ 12:35:39 am	UP	696 kB	0.86	0.11	His Name is JESUS	5.63151E+12	hughes_network_syste	74----seaside-or-us	Do3PNqdQJ
Sat Jan 29 2022 @ 12:35:21 am	DN	2.3 MB	2.38	0.3	His Name is JESUS	5.63151E+12	hughes_network_syste	74----seaside-or-us	ghAQJDYOc
Fri Jan 28 2022 @ 11:27:26 am	UP	808 kB	0.58	0.07	His Name is JESUS	5.63151E+12	hughes_network_syste	74----seaside-or-us	6kJexoOZ9
Fri Jan 28 2022 @ 11:27:06 am	DN	2.1 MB	2.52	0.32	His Name is JESUS	5.63151E+12	hughes_network_syste	74----seaside-or-us	kw3kKP_AC
Thu Jan 27 2022 @ 9:04:55 pm	UP	752 kB	1	0.12	His Name is JESUS	6.25256E+13	hughes_network_syste	74----seaside-or-us	GdkQQirf7
Thu Jan 27 2022 @ 9:04:40 pm	DN	1.5 MB	0.79	0.1	His Name is JESUS	6.25256E+13	hughes_network_syste	74----seaside-or-us	Iw-QE2_dH
Thu Jan 27 2022 @ 4:25:44 pm	UP	824 kB	0.96	0.12	His Name is JESUS	6.25256E+13	hughes_network_syste	74----seaside-or-us	dPWGrtivI
Thu Jan 27 2022 @ 4:25:27 pm	DN	2.3 MB	1.66	0.21	His Name is JESUS	6.25256E+13	hughes_network_syste	74----seaside-or-us	gea-jXrxD
Wed Jan 26 2022 @ 10:39:46 am	UP	784 kB	1.27	0.16	His Name is JESUS	2.51094E+13	hughes_network_syste	74----seaside-or-us	THJ8tRBbC
Wed Jan 26 2022 @ 10:39:30 am	DN	2.4 MB	2.53	0.32	His Name is JESUS	2.51094E+13	hughes_network_syste	74----seaside-or-us	qa-Eo~~GP
Tue Jan 25 2022 @ 5:07:33 pm	UP	856 kB	0.85	0.11	His Name is JESUS	1.07682E+12	hughes_network_syste	74----seaside-or-us	YxQ9TPbaF
Tue Jan 25 2022 @ 5:07:15 pm	DN	21.1 MB	10.94	1.37	His Name is JESUS	1.07682E+12	hughes_network_syste	74----seaside-or-us	N_NU2H9jc
Sun Jan 23 2022 @ 9:23:01 pm	UP	256 kB	0.33	0.04	His Name is JESUS	3.40455E+13	hughes_network_syste	74----seaside-or-us	SOQjBJi5N
Sun Jan 23 2022 @ 9:22:51 pm	DN	1.6 MB	0.73	0.09	His Name is JESUS	3.40455E+13	hughes_network_syste	74----seaside-or-us	MuPnxCeR1
Sun Jan 23 2022 @ 9:00:37 pm	UP	256 kB	0.28	0.04	His Name is JESUS	3.40455E+13	hughes_network_syste	60----seaside-or-us	5thepADIE
Sun Jan 23 2022 @ 9:00:27 pm	DN	2.3 MB	1.02	0.13	His Name is JESUS	3.40455E+13	hughes_network_syste	60----seaside-or-us	bgQZjWvBS
Sun Jan 23 2022 @ 8:47:14 pm	UP	744 kB	0.4	0.05	His Name is JESUS	3.40455E+13	hughes_network_syste	60----seaside-or-us	Fb0G1FKpE
Sun Jan 23 2022 @ 8:46:49 pm	DN	480 kB	0.48	0.06	His Name is JESUS	3.40455E+13	hughes_network_syste	60----seaside-or-us	YuMikQ5wT
Sat Jan 22 2022 @ 12:01:45 am	DN	23.8 MB	21.73	2.72	His Name is JESUS	8.7342E+13	hughes_network_syste	60------us	1GOtFP~jb
Thu Jan 20 2022 @ 11:59:09 pm	DN	1.5 MB	8.04	1	His Name is JESUS	1.14478E+13	hughes_network_syste	60----mountain_cente	A6NIibqN4

Liz · ‎02-10-2022

Hi George,

Thank you so much for your patience, please check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your concerns.

-Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

View solution in original post

GabeU · ‎01-30-2022

@HughesIsPitiful

They need the URL from your My Results page at testmy.net.

GabeU · ‎01-30-2022

@HughesIsPitiful

This is the link.

https://testmy.net/quickstats/His%20Name%20is%20JESUS

However, the tests need to be run as indicated in the instructions. I would run more tests, but being sure to follow the protocol. Please be sure to use the correct test sizes (25MB for download and 4MB for upload).

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

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 your testmy.net "My Results" page URL with us here. A batch each in the morning, afternoon and evening is the most ideal, but the reps are well aware that not everyone can do this, so please just run a batch when you can.

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 in the HT2000W modem while the speed tests are being performed
-the testing device should be the ONLY device connected to the HughesNet modem while testing
-use the manual 25MB size download test file
-if testing upload instead of download, use the manual 4MB size upload test file
-space each test in the batch 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.

The Reps are on M-F from approximately 9AM to 6PM EST. 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 modem, 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).

HughesIsPitiful · ‎02-02-2022

Thanks Gabe for the guidance. I have followed the following directions:

-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 in the HT2000W modem while the speed tests are being performed
-the testing device should be the ONLY device connected to the HughesNet modem while testing
-use the manual 25MB size download test file
-if testing upload instead of download, use the manual 4MB size upload test file
-space each test in the batch at least 5 minutes apart

-disconnected Nord VPN

My test results link is: https://testmy.net/quickstats/His%20Name%20is%20JESUS

I feel I was misled about the service by the phone sales rep who placed my order, and since the beginning of this account I have not even come close to the salesperson promised speed. As a matter of fact I have only been provided with an average of 16% of the speed I agreed to in our contract. After 3 months of calls and suffering with these terrible speeds, I would like to terminate my contract and request a sales call review and assist with any early termination fees. Thanks, I look forward to Hughes acting honorably and doing the right thing. Please advise.

George & Noemi Jelaco

havefaithnow@att.net

maratsade · ‎02-02-2022

George, if the call is still available the HughesNet reps on this site (@Liz , @Remy , @Damian )will pull it and listen to what the rep told you and what you replied, and will then advise as to next steps. Turnaround may take 7 business days, sometimes less, sometimes more, and they will contact you on this site when they've completed their investigation.

I feel I was misled about the service by the phone sales rep who placed my order, and since the beginning of this account I have not even come close to the salesperson promised speed. As a matter of fact I have only been provided with an average of 16% of the speed I agreed to in our contract. After 3 months of calls and suffering with these terrible speeds, I would like to terminate my contract and request a sales call review and assist with any early termination fees. Thanks, I look forward to Hughes acting honorably and doing the right thing. Please advise.
George & Noemi Jelaco
havefaithnow@att.net

HughesIsPitiful · ‎02-02-2022

Thanks maratsade! I will be monitoring for a response.

Liz · ‎02-03-2022

Hi George,

Welcome to the community and thank you for posting. We're currently looking into this for you. I'll post back once I have an update to share.

Your cooperation, patience, and understanding are much appreciated.

Thanks,

Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Liz · ‎02-03-2022

Hi George,

Good news, we got a quick turnaround on this. Our system shows that the service was self-ordered online, no phone sales rep completed the sale, so there's no sales call to review.

What we can do is work with you in troubleshooting your concerns. I'd like to run some diagnostics on your site but I'm unable to reach it, please connect your HughesNet modem to your network and power.

Your cooperation, patience, and understanding are much appreciated.

Thanks,

Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

HughesIsPitiful · ‎02-03-2022

Hi Liz,

I spoke with a customer service rep twice before ordering online. I spoke with a woman both times and she assured me that I would be getting enough speed to stream a movie. She did say it might not be 25mbs but it should be close to that. However, that is not the case. I'm lucky if I can get 4-8 mbs download. I believe no customer should have to go through what I have been through JUST to get internet service. The first month or two of service was hours on the phone and doing research to help with the slow download. I was switched to another satellite in Texas that worked for 1 day at 18-20mbs download, then it was back to snail's pace again.

Thank you for looking into it again. We have the modem plugged into a switched outlet and my wife turned off the switch; it is now back on.

I seriously do not have any energy to continue with this process. I think you would agree if you were in my shoes also. I'm pretty much done with the hassle. Thanks

George/Noemi Jelaco

havefaithnow@att.net

HughesIsPitiful · ‎02-10-2022

Hi Liz,

Just wondering, were you able to run diagnostics?

I am still not receiving anywhere near to what my contract says (less then 2mbs download) after rebooting and tweeking settings.

Please advise. I need to resolve this or terminate my account without penalty, due to non-performance of contract.

Thanks for your help,

George Jelaco

havefaithnow@att.net

Liz · ‎02-10-2022

Hi George,

Thank you so much for your patience, please check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your concerns.

-Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!