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Slow Gen5 download speed

Freshman

Slow Gen5 download speed

I have been trying since 9/22 to get my speeds above 12.I have been told it is everything from a virus in my PC to it's because my PC is a Dell and it won't work with HughesNet.I spent 3 hours with my virus protection company who found NO virus. I called Dell and they said the make of the PC has nothing to do with the speeds or connection and they said my PC isn't configured correctly to the internet provider and that was not for them to fix, Hughes has to fix that but they won't. What am I to do ?? HELP!

29 REPLIES
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Associate Professor

Re: Slow Gen5 download speed

Carol, the Hughesnet mods here will require some data they can work with to diagnose your problem. 

 

A good way to start collecting that data is to create a free account at Testmy.net, and to run speed tests there at different times of the day.  It's a good idea to run about 3 tests each time, spaced about 3 to 5 minutes. 

 

Once you have collected tests for a couple of days, you should post a link to the results page. The link will look something like this https://testmy.net/quickstats/yourusername.  The mods and engineers can get a lot of data from that results page. 

 

To run the tests, make sure you have your device connected directly to the modem via an Ethernet cable. This is done to show that if there is a problem, it's with the modem, and not the wifi.

 

You may be asked to do other things and collect some other data. While this may be irritating, it's a required part of the diagnostic process. 

 

*I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.

Associate Professor

Re: Slow Gen5 download speed

Two other things to consider: 

 

  • The weather in your area and/or in the area where your gateway is located (which is always in another state) may interfere with the service. 
  • Congestion due to lots of people using the allotted broadband can cause speed reductions.
Freshman

Re: Slow Gen5 download speed

I have done these so far over several days. Sometimes it's so slow the test won't even run. I am only connected with my PC and the Lan line. https://testmy.net/quickstats/CarolFox

Associate Professor

Re: Slow Gen5 download speed

The mods will likely look at these results and get back to you. Please be aware that sometimes it takes a bit for them to respond. Also, the mods may need for you to run more than one test per day, and to test more than once a day (for example, 3 tests in the morning, spaced 5 minutes apart; then 3 tests in the mid to late afternoon or early evening, then 3 tests later at night).  With more tests, a clearer picture emerges. 

Moderator
Moderator

Re: Slow Gen5 download speed

Hi CarolFox58,

 

I see it's your first thread here, so welcome to the community! Thank you for your testmy.net URL, this helps. As maratsade said, more tests at various parts of the day will give us a better picture of your general performance.

 

The PC you have hardwired to the HughesNet modem, how old is it? 

 

Which operating system?

 

What were you attempting to do online when you decided to run speed tests and noticed you were getting less than 12 Mbps?

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

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Freshman

Re: Slow Gen5 download speed

My PC is hardwired.It's 18 months old,Windows10. It doesn't matter what I do, it's just slow. All I do is Facebook, google for embroidery patterns and pay bills. I have been with Hughes since it was Direcway so I am no stranger. If they are having issues on thier end, they need to admit it ! Not tell me that everything is MY problem. I don't believe it ! I am on Gen5 50GB a month and rarely use half of that.

Moderator
Moderator

Re: Slow Gen5 download speed

Good morning CarolFox58,

 

Thanks for the clarification, I can understand where you're coming from when it seems everything seems slow despite having your PC checked multiple times. I wish the diagnostics showed something out of the ordinary on our end to give us an easy answer, but alas, I just ran another set of diagnostics on your system and am seeing even faster speeds than yesterday's:

 

Speed test results for SAN - DSS6

Execution time: 2018-10-12 13:49:27
Upload speed (kb/sec): 2690.381
Download speed (kb/sec): 43018.504
Round trip ping time (msec): 586
Packet loss rate (%): 0

 

Yesterday's results were also well above 12 Mbps:

 

Execution time: 2018-10-11 20:13:44
Upload speed (kb/sec): 2614.902
Download speed (kb/sec): 21503.738
Round trip ping time (msec): 550
Packet loss rate (%): 0

 

To us, everything looks pretty good. We do appreciate our longtime customers so for assurance, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Saturday, Oct 13, 2018 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #115995229 if you need to reschedule. Please let us know how the site visit goes.

 

 

Thanks,
Liz

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Senior Instructor

Re: Slow Gen5 download speed

Not saying it might not be your computer's setup (bad driver, whatever), but you usually see that with wifi, not usually with an ethernet cable (unless the cable's bad). Not ruling it out, but I offer an alternative  explanation:

 

If it helps, the internet has been a mess on the east due to recent spate of hurricanes over the past coupld of weeks. Any route table to/through a server in the affected areas within Florida and the Carolinas had to be dynamically re-routed, and may not be very optimal.

 

In those cases it's not a HughesNet problem and would show to be perfectly operational at HN HQ (per Liz' numbers). The problem is with the upstream provider that the west coast ground station uses to get to the internet, or somewhere in-between that and where you're trying to go.

 

It may take some time to get back to normal, if it hasn't already.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Freshman

Re: Slow Gen5 download speed

As long as I DON'T have to pay for it, that's great.  Because, I won't.