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Slow Download Speed Gen5 NW Washington

Freshman

Slow Download Speed Gen5 NW Washington

We've had the service for approximately three weeks now and have not been able to stream videos (Netflix, HBO Go, Hulu, etc...) much at all.  There was one exception, 12/25, when were able to watch ONE video with only minimal buffering.

 

I've done the tests on the "HughesNet" site, at different times of the day and it averages in the 1-3 Mbps download speed. I went to testmynet, today, and verified, with a 25 MB download, it is significantly less than the advertised speed of 25 Mbps (it was 3 Mbps).  I fully understand that "advertised" and "actualized" are not the same but this is a huge difference.

 

I do not have the ability to connect to the modem directly (MacBook Air does not have a LAN connection point) so I cannot complete the troubleshooting steps per all of the criteria however, I'm pretty sure that since the speeds are staying pretty consistent, there must be something, I am doing or within the system, wrong.

 

Satellite:  19-NAD

Beam ID:  4

 

Any help / advice would be greatly appreciated.

 

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Distinguished Professor III

Re: Slow Download Speed Gen5 NW Washington

@thomnmarcy

 

Sorry you're having this issue.  Because you're not able to properly perform the steps normally asked for when there is a speed issue, the reps will have to determine if speed tests run via WiFi connected device will be acceptable.  I'll tag them so they'll be sure to see this in order to give instructions on what to do.  They're on M-F from approximately 8AM to 5PM EST, barring holidays.  They can take up to 48 hours to reply, especially when it's very busy.  

 

@Liz @Amanda

 

Though you've indicated you're already aware of the test protocols, I'll still give the instructions layout, as the reps may still want you to perform them regardless of not being able to connect via LAN cable, though I can't say for sure whether that's the case.  It's kind of a situation where you can run them if you want to or wait to see what they say.  

 

 

To help the HughesNet Customer Service Reps get a head start on your speed concerns you should create a testmy.net account 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.

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)
-disable the WiFi while the speed tests are being performed
-use the 25MB size download test file ONLY 

-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 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.

 


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: Slow Download Speed Gen5 NW Washington

@GabeU

 

Thank you for the advice and I look forward to hearing from the reps.

 

Happy New Year.

Moderator
Moderator

Re: Slow Download Speed Gen5 NW Washington

Good morning thomnmarcy,

 

I'm glad you found the community, thank you for posting. We'd like to help address your concerns so I pulled up your account and ran remote diagnostics on your site. The HughesNet equipment appears to be in working order, and we have no reports from the NOC indicating any widespread service degradation or outages. Since your MacBook Air does not have a LAN cable, you may run the testmy.net speed tests wirelessly from it. I suggest running the tests in the same room as the HughesNet wifi modem with nothing in the way to ensure best signal. I would also suggest disconnecting all eight other devices from your network so only the MacBook Air is using the internet connection during the speed tests. 

 

Your cooperation, patience, and understanding are much appreciated.

 

 

Thanks,
Liz

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JA
Freshman

Re: Slow Download Speed Gen5 NW Washington

I am also in NW Washington and a new Gen 5 customer. I am having the same issues with speed. I have not been able to stream video and the speed is not testing at nearly what was promised by Hughes. Speed is testing at myspeed.net is regularly in the 1.5 mbps range using wifi within six feet of the modum. 

Professor

Re: Slow Download Speed Gen5 NW Washington

The company's engineers require tests be run on Testmy.net. They also require your device be connected directly to the modem via Ethernet cable and not wifi.

 

There are known issues with speed. They're working on them.  May take some time.

Distinguished Professor III

Re: Slow Download Speed Gen5 NW Washington

@JA

 

Just so there's no confusion, as mentioned by maratsade the tests must be run at testmy.net.  The normal required method for running the speed tests is via ethernet cable to eliminate any issue the WiFi itself could be may be causing (if it is).  Because the OP doesn't have that option his/her instructions are to run them via WiFi, but if you have the ability to run the tests with an ethernet connected device please do so.  And, as is shown in the instructions, please disable the WiFi in your HT2000W modem while running the tests.   If you do not know how to disable the WiFi in the HT2000W modem, please see "How do I manage my built in WiFi modem?" in this PDF.  

 

Additionally, even though you are in the same general area as the OP your speed issues may not be related.  Because of this, and to keep your issue separate from the OPs, it would be beneficial for you to create a new topic, which you can do by clicking on the blue "Start a topic" button on the upper right from within the Tech Support section.  You can post your test results in the new topic.  


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
JA
Freshman

Re: Slow Download Speed Gen5 NW Washington

Instructions in thread above for submitting test results from TESTMY.net site to HUGES tech support read "To help the HughesNet Customer Service Reps get a head start on your speed concerns you should create a testmy.net account 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." How do I share test results "here" with HUGHES? Do you mean for me to post them on this thread?

Distinguished Professor III

Re: Slow Download Speed Gen5 NW Washington

@JA

 

While signed into testmy.net, click on "Results" on the upper right.  When on the Results page, copy the URL in the address bar and paste it into a reply your thread.  

 

It will look similar to this...  https://testmy.net/quickstats/Gabe1972

 

Results.JPG

Results URL.JPG

 


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: Slow Download Speed Gen5 NW Washington

We started having our internet severely slow down in the last couple weeks also. We are on beam 5 in northwest Washington. It seems like peak hours we are only seeing 100kbps to 250kbps and most video is completely unstreamable. We don't see it speed up until around 2am to 5am now. The rest of the day our internet is horribly slow. I downgraded my plan since I was paying for extra high speed bandwidth for no reason. If they can't get this fixed we might as well just go back to dial up since its the same speed and way cheaper.