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Slow Internet Speeds on HughesNet

New Poster

Slow Internet Speeds on HughesNet

I am opening this thread because this is the 2nd time I have had this problem.  The first was in November 2016 and it took approximately 6 months to finally get someone to come to my house to try and fix it.  I am hoping that we can bypass all the talk back and forth and have someone come and fix my Internet.  Within the last 3 or 4 weeks my speeds have plummeted to near dial-up speeds.  This is also not a time when a lot of people are on the system because it is random throughout the day and night when checked.  The last time I ended up having a new modem installed and that seemed to finally fix my speeds but I think the support rep also treated the satellite aim and maybe even a piece on the receiving dish.  Thank you for your assistance.

18 REPLIES 18
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Distinguished Professor III

Re: Slow Internet Speeds on HughesNet

@richknox 

 

If you have some speed test results from tests you've already run at testmy.net, please post the Results page link so that the reps can view them, as they will need to see some test results to get started.  If not, please perform some tests using the protocol listed below.

 

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

 

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
-use the 12MB size download test file ONLY if on Gen4 Service Plan
-use the 25MB size download test file ONLY if on Gen5 Service Plan

-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
Moderator
Moderator

Re: Slow Internet Speeds on HughesNet

Good morning richknox,

 

Thanks for posting, could you please give me more details as to what you're experiencing? What were you having difficulty doing online?

 

I made an adjustment to your modem and rebooted it. Please monitor your performance and let me know if you see improvements. If not, please follow the steps above from Gabe so we can evaluate your speeds test results.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

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New Poster

Re: Slow Internet Speeds on HughesNet

Liz,
Thanks for helping me out. I have not had time to do any Speedtest work specifically as you requested. I have done a couple of quick tests on my iPad/iPhone and it seems to be a little better. I was running in the 0.68 range for download before and now I have seen it as high as 10 and as low as 1.16 mbps. It is hard for me to test it at anytime of except at night when the bulk of the users are on slowing it down. I will try to get some better information in the next 3-4 days. Again, thank you very much for your help.
New Poster

Re: Slow Internet Speeds on HughesNet

Liz, I know this is not the perfect testing solution but it is how all of our devices are used - on the HughesNet modem WiFi. I am connected to the 2g WiFi this morning and at 5;30 am central my speeds were 1.06 and .86 download. Again I know this is not the preferred test but I do not have anything directly connected to the modem. No matter what it should be running at a much faster speed. Please give me some direction.  Thanks

Distinguished Professor III

Re: Slow Internet Speeds on HughesNet

@richknox 

 

Do you have the ability to connect any of your devices to the modem via LAN cable?  If not, might you have a relative or friend that you could temporarily borrow a LAN cable connectible device from in order to test your base speed? 

 

The reason that a direct connection is requested is because it's the most basic connection there is, as well as being direct.  WiFi can add other possible problems into the mix, which makes it more difficult to discern where the problem may lie, and what may be causing it.  It's sort of like tyring to determine the cause of screen artifacts while watching something, but watching it on a monitor that is connected to a camera that is viewing the TV that's connected to the Blu Ray player. You don't really know where the problem lies, as in the Blu Ray player, the TV, the camera recording it, the monitor you're viewing it on, or even a wrongly set option on any of those components.  That's not a perfect example, but I think it probably gives you an idea of what I mean. 

 

I'm sure Liz will reply in regard to whether the WiFi results will be sufficient.   


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
New Poster

Re: Slow Internet Speeds on HughesNet

Gabe,  I totally understand and will try to do this.  What I don’t really understand is what the difference will be since I am connecting my iPad to the WiFi through the Hughes modem.  I am using the HughesNet 2G or 5G WiFi networks imbedded in the modem.  If i connect a LAN cable to the modem I will still be using the modem but just through a direct cable.  To me there is really no difference.  I guess there could be a problem with the WiFi signal from the modem but if I get a difference result from the direct connect you will then tell me there is nothing wrong so where do I go then?  Just wondering what do you do with people that have nothing but WiFi connected devices?  It seems to me that most of the world now has only mobile type devices whether they be a laptop or phone type devices.  Just wondering?

Distinguished Professor III

Re: Slow Internet Speeds on HughesNet

@richknox 

 

It's a process of elimination.  

 

A wired connection is the most basic, solid connection there is, and the possible causes of speed issues are relatively few in number when connected this way.      

 

A WiFi connection is neither solid, nor basic, and the possible causes of the issue when connected this way are increased.  Radio interference, options misconfigurations for that particular connection, range issues, a bad or weakening transmitter or receiver, etc.  The solid LAN connection eliminates all of those possibilities, as well as the variances in slowdowns that are inherent to a WiFi connection.

 

I have no idea whether there will be any difference, but that's not the point.  The point is to have the most basic, solid connection possible and eliminate a slew of possible WiFi related causes in one shot.  WiFi can't be relied on to be an accurate demonstration of your HughesNet speeds, whereas a direct LAN connection can.  

 


@richknox wrote:

I guess there could be a problem with the WiFi signal from the modem but if I get a difference result from the direct connect you will then tell me there is nothing wrong so where do I go then?   


If the speed via direct connection is fine, but it's not via WiFi, then we know the problem lies somewhere in the WiFi connection, and that's what has to be concentrated on.  So, you don't go anywhere.  You continue to troubleshoot the issue until the cause is found, then resolved.


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
Senior Instructor

Re: Slow Internet Speeds on HughesNet

Here's the issue:

 

Depending upon the protocol the wifi connects with, you may not be getting the full bandwidth capability. Plus, it adds another layer of potential problems caused by wifi protocol incompatibilities.

 

By connecting using the LAN cable you always get the full unrestricted bandwidth available by the modem at all times.

 

Bottom line: By using wifi, it's only making solving the problem more complicated.


* 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.
Distinguished Professor III

Re: Slow Internet Speeds on HughesNet

@MarkJFine 

 

"By connecting using the LAN cable you always get the full unrestricted bandwidth available by the modem at all times."

 

You always word it better than I do.  

 

Edit:  I'm going to have to bookmark your comment so I can use it when asked this type of question in the future, as it's not an uncommon one.  Well, more like steal it and use it.  Smiley Tongue  


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