I'm having very slow speeds in the evening and despite several calls to support, I'm getting nowhere with a solution. The last call was a few days ago and the guy on the phone could see the issue and tries his best, but could do nothing, so we spent 20 minutes with him trying to call someone internally (he said the phone just keeps ringing) so the issue could be escalated. It ended up with him telling me someone would call back in 2 - 3 business days to help with the issue. It's day 4 and no response. So I've turned to the community board and I hope someone can pick this up and run with it. Seems like there are plenty of posts about slow speeds in the evening. The last case number I have (there have been several) is 105796754
We get speeds so slow that we can often not connect in the evening. Netflix isn't even an option. If it does connect, it buffers continously. During the day (especially in the morning, speedsare great, but it doesn't last long and over the course of the day, there appears to be a general slow down starting at >30Mbps in the morning to <1Mbps in the evening. I think this also contributes to pretty poor sound quality on the phone line we have too.
I've been tracking the speeds for a few days using the speed test app on the myhughesnet/support site (the phone people say they only look at that as it is "optimized" (?) for satellite internet. The Up and Down in the table below are in Mbps):
Date | Time | Down | Up |
25-Aug | 20:50 | 7.78 | 2.06 |
20:52 | 1.56 | 1.61 | |
20:54 | 11.07 | 2.64 | |
20:56 | 0.68 | 1.68 | |
26-Aug | 20:14 | 1.32 | 1.42 |
20:15 | 1.41 | 2.08 | |
20:16 | 1.10 | 1.46 | |
20:19 | 1.73 | 2.26 | |
27-Aug | 7:47 | 9.59 | 2.77 |
7:48 | 4.60 | 2.75 | |
7:49 | 5.07 | 3.06 | |
7:51 | 7.31 | 2.63 | |
14:11 | 1.01 | 2.42 | |
14:15 | 0.97 | 2.21 | |
14:17 | 2.24 | 2.66 | |
28-Aug | 13:06 | 15.71 | 2.15 |
13:08 | 38.57 | 2.89 | |
13:10 | 23.21 | 2.76 | |
16:34 | 9.29 | 2.19 | |
16:35 | 5.31 | 2.28 | |
16:36 | 3.38 | 2.79 | |
20:18 | 0.40 | 2.31 | |
20:20 | 6.77 | 2.90 | |
20:22 | 0.22 | 2.63 | |
29-Aug | 8:29 | 42.41 | 2.47 |
9:30 | 22.51 | 2.83 | |
8:32 | 44.79 | 2.26 | |
13:26 | 15.26 | 2.58 | |
13:28 | 2.95 | 2.89 | |
13:29 | 3.76 | 2.92 | |
20:04 | 0.35 | 1.83 | |
20:06 | 0.40 | 2.23 | |
20:07 | 0.34 | 2.72 | |
30-Aug | 7:38 | 3.55 | 1.30 |
7:40 | 0.49 | 2.61 | |
7:42 | 3.17 | 2.33 |
Looks like upload is pretty consistent. Download is a totally different story.
Help please!
I see no one responded yet. Just know that you are not the only one. My service has been unusable during peak hours since my install on 8/30. Too many people are having issues for this to not be a network capacity issue. I'm told they are making changes to my beam and to be patient. And I'm really trying to be patient...
Hi JD3845,
I'm glad you found the community, thank you for posting. We can certainly help address your concerns, and I've pulled up your account to start. I'd like to escalate your case to our engineers here at the corporate office, but I'll need testmy.net speed tests to add to the report. Three to five tests done during the times you normally see a slowdown will suffice.
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)
-use the 25MB size download test file ONLY if on Gen5 Service Plan
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE
For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx
Your cooperation, patience, and understanding are much appreciated.