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Slow Speeds - So sick of calling and getting no answers or fixes

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BJM
New Poster

Slow Speeds - So sick of calling and getting no answers or fixes

I have a band new setup since November; latest technology; promised minimum of 3mbps which will support video streaming. Every time I try to watch a movie on ROKU or Amazon Prime, it is terrible resolution and buffering every few minutes. So sick of calling these people and getting double talk as to why this is. Their customer service people are at home, probably halfway across the world. You can hear babies crying and roosters crowing. They don't know what they are talking about. One says one thing and another says the opposite. The ads are just fine resolution, a few minutes of the movie was also, but mostly, crap. Someone needs to get their **bleep** out here and see why my internet is mostly useless. I am getting ready to yank it out. Speed tests of .2 and .4 mbps. **bleep**.

3 REPLIES 3
maratsade
Distinguished Professor IV

To have speed issues addressed in this community, first you will need to follow the procedure detailed here: https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607
For more information on running these tests, check this page: https://support.hughesnet.com/en/faq/internet/how-check-your-speed-performance

GabeU
Distinguished Professor IV

@BJM 

 

There's no reason to be using foul language.  Please have respect for others that use this forum.  

 

First, the streaming.  While streaming can be done with HughesNet, it can also be somewhat problematic at times, even when the speed is adequate.  This is primarily because of a combination of the high latency associated with geostationary satellite internet and system congestion, with the latter being most prevalent in the evenings, even when the speed itself should be adequate for streaming.  A couple of things you try to improve the streaming are lowering the resolution of the streamed item, whether at the source or with the app/program being used, and turning off or snoozing the Video Data Saver, which you can adjust either with the HughesNet Mobile App or under the Usage tab at the top of this Community page (you may have to sign in).

 

Regarding service speed, if you'd like the reps to help you'll need to run a few speed tests as outlined in the following instructions, but please first ensure that you are not out of plan data, which results in your speed being throttled due to the Fair Access Policy.  If you are not out of plan data, please run a few of the following tests.  Please make sure to read the instructions thoroughly and run the tests as outlined, then post the My Results page URL so that the test results can be viewed by the reps.  Not links to individual test results or pictures of the results, but the My Results page URL.

 

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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).


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Liz
Moderator
Moderator

Good morning BJM,

 

We're closing this thread since we never got a reply from you. If you still have concerns, please start a new thread and include a detailed explanation so we can more effectively help you.

 

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!