Slow connection - Tech support NO HELP, - HughesNet Community

thecraigs · ‎02-11-2017

Over the last couple of months we have been experiencing slow service. We contacted tech support several time, which all of them requested new speed tests and rebooting the modem. And during this time we also had approximately 20 GB of data disappear.

Speed tests registered speeds up to 5 Mbps download and 0.5 Mbps upload. We were told there was no issue on "their" side, we should get a technician to look at system.

Technician comes out at scheduled time, looks at equipment and signal, no issues with equipment. The technician and I call back to tech support and are told nothing is wrong with the system by tech support. Also we are charged for the service visit even though there was nothing wrong with the hardware and tech support said we needed technician to look at system.

A person would think that if a tech support was worried about losing customers, they would have worked more than 5 minutes with the technician that was on site to figure out the problem instead of just saying "their" system was working fine. Surely some tools are available to check from "their" system to modem and modem to "their" system.

Still no resolution to the issue. Speed tests are still under 6 Mbps regardless of the time of day/night it is checked.

So far we have spent several hours on the phone and had a technician on site, which none have helped.

Tests were performed:
Home PC direct connect to modem.
Home PC connected to router.
Wireless devices connected through router.
**connection didn't change speed tests**

We had Wildblue for years, but only swapped to Hughesnet for the data package that was offered. Now wondering if we should switch back.

GabeU · ‎02-11-2017

Regarding your data disappearance, there are ways in which you can discover what it is that is using your data, and they are device dependent.

If you have Windows based computers, you can use Glasswire to monitor the data on the computer it's installed on. it's free, and it's here... https://www.glasswire.com/.

If you have Apple based devices with the Apple OS, they have an app on them called the Activity Monitor, and that monitor has a Network section. This monitors data usage as well.

If you have a satellite TV receiver, especially a DirecTV receiver, it's generally advised against connecting this due to there being no way to control the amount of data it uses, even when not using its On Demand service.

Trying to figure out what is using your data can be daunting, but it needs to be done or your data will continually be used up. You can also use the above methods in a process of elimination to find the culprit.

Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro

Liz · ‎02-13-2017

Good morning thecraigs,

I see it's your first post here, so welcome to the community! We certainly want to address your concerns so I pulled up your account to run some remote diagnostics. Can you please double check the connection of the coaxial cable between the HughesNet modem and the dish? Once you've ensured it's secured on both ends, please let me know so I can run new diagnostic tests.

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

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Slow performance? Click me!

thecraigs · ‎02-14-2017

Connections have been checked. No issues found at either end of coax.

Liz · ‎02-14-2017

Thanks for checking, thecraigs.

As a courtesy, I've dispatched a technician to replace your radio due to the concerns you're encountering. Your complimentary dispatch is currently scheduled at our earliest availability-- Wednesday, Feb 15, 2017 between 2:00 PM - 5:00 PM. Call us at 866.347.3292 and reference case #102697214 if you need to reschedule. Please let us know how the site visit goes.

Thanks,
Liz

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Slow performance? Click me!

thecraigs · ‎02-15-2017

Thanks. Will update after technician visit.

Liz · ‎02-15-2017

Looking forward to it, hope it all goes well.

-Liz

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Slow performance? Click me!

thecraigs · ‎03-01-2017

Just got home, ran some speed tests on system.

With service call completed, the speed tests ranged from 4.4 - 12 Mbps (only one at 12, eight between 8 - 4.4) download. Upload ranges 0.35 - 1.4 Mbps (only one at 1.4, eight between 0.8 - 0.35).

Tests used were testmy.net and Speedtest.com. Speedtest.com was showing the better results.

Any other suggestions?

Liz · ‎03-01-2017

Hi thecraigs,

Welcome back, thanks for the update. I just ran some diagnostics on your site--are you seeing anything that could be obstructing your dish right now?

-Liz

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Slow performance? Click me!

thecraigs · ‎03-01-2017

No. There are trees about 300 feet from dish and a power pole about 150 feet from dish. Looking at how the dish is sighted, I do not see anything in the path.

Gwalk900 · ‎03-01-2017

There is about a 22' offset to the dish from where is appears to be aimed:

Liz · ‎03-02-2017

Hi thecraigs,

Thanks for checking. I'd like to escalate your case to our engineers. They will require testmy.net speed tests done using the 12MB test file under your testmy.net account. Please do the tests around the time you normally experience slow speeds. In your case, to demonstrate slow speeds during the day and night, I suggest a batch of three in the daytime and a batch of three at night.

If you haven't set up an account at testmy.net here are instructions on getting started: http://customer.kb.hughesnet.com/Pages/7001.aspx

Most important points:
-do the tests while directly connected to the HughesNet modem
-use the 12MB test file
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/[yourusername]

I'll send you a token for the tests, looking forward to hearing back from 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!

thecraigs · ‎03-09-2017

To be fair, I have waited for a day where the weather is clear since we have been getting large amounts of rain.Here are the morning speed tests, looks like at 8 AM the tests went from bad to good. All test were ran using 12 MB of data per request. If weather remains good, will perform same tests this evening.

Download Test 1 (morning) http://testmy.net/db/ShfeIyCZO

Download Test 2 (morning) http://testmy.net/db/sPSxDyM7E

Download Test 3 (morning) http://testmy.net/db/mxp1Xi9qe

Download Test 4 (morning) http://testmy.net/db/1fTj8PDyO

Download Test 5 (morning) http://testmy.net/db/HNxdMyvCi

Upload Test 1 (morning) http://testmy.net/db/ZutJKQ0xw

Upload Test 2 (morning) http://testmy.net/db/Ka0F2xfEI

Upload Test 3 (morning) http://testmy.net/db/ZoUts8RSn

Upload Test 4 (morning) http://testmy.net/db/Z305m72Ws

Upload Test 5 (morning) http://testmy.net/db/hX9bEyBQm

thecraigs · ‎03-11-2017

Re: Slow connection - Tech support NO HELP,

To be fair, I have waited for a day where the weather is clear since we have been getting large amounts of rain.

March 9, 2017

Here are the morning speed tests, looks like at 8 AM the tests went from bad to good. All test were ran using 12 MB of data per request. If weather remains good, will perform same tests this evening.

Download Test 1 (morning) http://testmy.net/db/ShfeIyCZO

Download Test 2 (morning) http://testmy.net/db/sPSxDyM7E

Download Test 3 (morning) http://testmy.net/db/mxp1Xi9qe

Download Test 4 (morning) http://testmy.net/db/1fTj8PDyO

Download Test 5 (morning) http://testmy.net/db/HNxdMyvCi

Upload Test 1 (morning) http://testmy.net/db/ZutJKQ0xw

Upload Test 2 (morning) http://testmy.net/db/Ka0F2xfEI

Upload Test 3 (morning) http://testmy.net/db/ZoUts8RSn

Upload Test 4 (morning) http://testmy.net/db/Z305m72Ws

Upload Test 5 (morning) http://testmy.net/db/hX9bEyBQm

March 11, 2017

Weather clear this afternoon to do testing. Will try to get evening tests when weather is good.

Download Test 1 (afternoon) http://testmy.net/db/rd5ZOTpcI

Download Test 2 (afternoon) http://testmy.net/db/6V8oAWv47

Download Test 3 (afternoon) http://testmy.net/db/1DaciJedy

Download Test 4 (afternoon) http://testmy.net/db/IfGBrtFwS

Download Test 5 (afternoon) http://testmy.net/db/fFGoKEhjl

Upload Test 1 (afternoon) http://testmy.net/db/sSqHPl27T

Upload Test 2 (afternoon) http://testmy.net/db/I5Oz9sNXQ

Upload Test 3 (afternoon) http://testmy.net/db/gGPJeyKsX

Upload Test 4 (afternoon) http://testmy.net/db/P3DR9TxZz

Upload Test 5 (afternoon) http://testmy.net/db/UnQZvWduk

BirdDog · ‎03-11-2017

@thecraigs, if you create an account at testmy.net as Liz described above then you can post that link and all your tests will show. Just saying much easier than posting individual links. Be sure you are signed into the account when running them.

aarongreg4 · ‎03-11-2017

Ive had the same problem spent hours on the phone with them on to get told someone from the advanced team will call within 3 days only to go over the same tests with them and they say we fixed the system but come to find out having the same problem again slow speeds over and over again i am so tired of spending HOURS ON THE PHONE and getting nothing out of it im so tired of hughsnet wish i could get something else but its not a choice right now and i refuse to keep spending hours on the phone when im paying for the speeds but not getting them its their fault so they should fix it not me spending hours of my time troubleshooting it for them good luck!!!!!