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Slow internet at night

New Member

Re: Slow internet at night

Ok Chris. Please make sure that whoever this is escalated to, they have visibility into the most recent tests that were conducted today...via the case number above.
New Poster

Re: Slow internet at night

Hi montellopnds,

Your most recent tests were included. I already updated them when I noticed new case notes from today. They also have your testmy account link for those results and anymore in the future.

Thanks
Chris
New Member

Re: Slow internet at night

Chris, my internet download speed is continuing to detiorate. My download test just now is 384kbps. What is going on on your end that I still have no idea what or when next steps will be done. This is absolutely the worst customer service experience I have ever seen. My first call in for speed issues was November 6th. This is adsolutely terrible and frustrating.
New Member

Re: Slow internet at night

how about slow and sometimes intermittent to access at all different times .. i could get better speed out of a snail and I don't like talking to foreign customer support people , they are very hard to understand , I am in the united states and would prefer to talk to someone in the U.S. that is understandable 
Distinguished Professor IV

Re: Slow internet at night

It looks like something may have changed.  Hopefully it stays that way. 

AMD Ryzen 5 3400G | XPG SX8200 Pro 500GB M.2 NVMe SSD | Western Digital Blue 500GB HDD | 16GB Corsair DDR4-3000 | Windows 10 Pro 64-bit
New Poster

Re: Slow internet at night

Hello Montellopnds,

I understand your frustration. With escalations it is always a work in progress. I'm bugging my engineer contacts as much as I can and they are working on it. It is rarely a one to two day turn around. However I assure you once I have more information to share I will.

Good thing to do at this time if you would like, is power cycle your modem, unplug all devices from the internet and reboot them as well. Then reconnect. This could help with any immediate slowness depending on what you experienced earlier. Or try connecting just one device via Ethernet for the time being as we help address your concerns. Your patience and cooperation are appreciated.

Thank you,
Chris
New Member

Re: Slow internet at night

I have been with HughesNet for 3+ years with the first 2+ years being great! I used to average speeds of 15mbps download at all times of the day.  Since last spring I have been contacting Cust. Service numerous times to discuss intermittent ridiculously slow speeds of 1-2mbps download.  I have done 2 full tests on my equipment, spending 2 hours each time with someone that cannot speak English well.  Endured cut and paste emails back from Cust. Service with the same canned response. Had case numbers opened and quickly closed and nobody will listen.  Thanks to this forum, I have saved my speed tests to prove my speeds slow down from 3pm - 10pm every night.  I'm sure it's due to HughesNet over selling and overloading the satellites.  So much for getting what you pay for.  Here is a recent two day test (and some tests from earlier)

http://testmy.net/quickstats/Warfield

Also, hoping a representative on here can help.  The number on my modem is S/N B3 0010126936 AS.  I would be so grateful for some assistance!


New Member

Re: Slow internet at night

I have been waiting for the next level of technical support to contact me for nearly one month. I am beginning to wonder is there really is a second level. I have been looking online for the CEO's email address. There is no sense of urgency in helping me or many others get resolution. Maybe Pradman Kaul could help.
Honorary Alumnus

Re: Slow internet at night

montellopnds,

Usually once a problem has been escalated to Engineering the Engineer does not contact the subscriber directly.

They instead take the speed test data and remote diagnostic reports and tweak the system and perhaps run further tests on their own. They also communicate there progress/findings with the Community Mods so that your input can be had.

As Chris stated earlier it is not a one or two day turnaround.

 

Distinguished Professor IV

Re: Slow internet at night

margaretwarfield,

It's great that you've created the account at testmy.net and have run the tests under that account.  You're one step ahead of most if this problem crops up. 

Three things, though. 

First, to get help for your individual issue, it would be best for you to start your own post, which you can do by clicking on the "New Post" button at the top of the page.  You can even just copy/paste into the new post what you have already written here.  This will keep separate your issue and cut down the possibility of confusion.

Secondly, make sure, if you aren't already, to be connected directly to the modem with a LAN cable, NO ROUTER, when performing the tests.

Thirdly, from now on, make sure to use the manual test size of 12MB for download tests and 2MB for upload tests (if you are asked to run any upload tests, that is).  Also, if when running your download tests with the 12MB test size you find that the tests often resize to something larger (which, judging by your results, they sometimes will), you can use the 15MB manual test size.  The 12MB test is set up to resize to something larger if the test doesn't last at least seven seconds, which, if it often resizes to something considerably larger, can be a waste of data.  The 15MB test is set up to NOT resize, and no matter if it takes 30 seconds or three seconds, it will remain at 15MB.  So, again, if you find that the 12MB manual test size often resizes to something larger, go ahead and use the 15MB test size for your download tests.   



AMD Ryzen 5 3400G | XPG SX8200 Pro 500GB M.2 NVMe SSD | Western Digital Blue 500GB HDD | 16GB Corsair DDR4-3000 | Windows 10 Pro 64-bit