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Slow internet since the beginning

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Freshman

Slow internet since the beginning

Hello,

I am new to HughesNet since the beginning of September and have had problems with slow internet from day 1. I have called customer service a few time and have spoke to the enigineers as well. What usually happens is I talk to the representative and either my internet will speed up a little bit where we can somewhat use it and then it will become slow again or my internet just doesn't speed up. We also have the issue where it states the speed is good but when we try to use the internet, it is really slow. My fiance and I both stream videos (I watch movies on Netflix and he watches Youtube videos) and we are both unable to watch at the same time. One will work while the other buffers and then stops working. This doesn't happen all the time but it happens the majority of the time. I understand that tests have to be done and I don't mind doing all that but I am frustrated because I am paying for this service that is not delivering to their promise of fast internet. All I want is to be able to watch movies on Netflix and Youtube. I am not sure what to do anymore because everytime I've called, the issue is somewhat resolved and then comes back. I am not sure if we need someone to come out and check everything but as of right now, I am not happy with my service! 

30 REPLIES 30
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Assistant Professor

Re: Slow internet since the beginning

Hi chelsea90, it would help to know what speeds you are getting.

 

Aside from that, the definition being streamed makes a huge impact. I'm honestly not sure how well the video data saver option HughesNet provides works from my experience but always choose lower defintions at the streaming site. Nothing above 360p unless a very short video clip. May want to turn the data saver off and see if controlling the definition manually provides better results.

 

I have Netflix set to low definition in my user playback settings and I rarely see any buffering even on my slower Gen 4 system. I've even been able to smothly watch when speed sometimes drops below 2 Mbps in the evenings. The quality looks fine to my wife and myself on screens up to 55". The added benefit is a lot less data use.

 

Hope this might help.

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Freshman

Re: Slow internet since the beginning

Now I know some of them show fast internet but it was still slow when we would use it or it was fast after speaking to customer service and then would be slow a few hours later.Capture.JPG

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Re: Slow internet since the beginning

This letter, except for the fiance, could have been written by me. I have had an identical experience.  

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Moderator
Moderator

Re: Slow internet since the beginning

Good morning chelsea90,

 

I'm glad you found the community, thank you for posting. Thank you for sharing your speed tests, this is a good start. I've also pulled up your account to run diagnostics on your site and on that end it looks clear. I'd like to escalate your case to the engineers here at corporate, but first we'll need tests from testmy.net.

 

Please create a testmy.net account and run 3-5 tests during different parts of the day. Post your test results link here in your thread.

Please keep in mind that Hughesnet will only accept testmy.net and the official Hughesnet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.

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

-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 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

 

I'm sending you a token for these additional speed tests, so you may receive an e-mailed order confirmation for the free token.

 

Your cooperation, patience, and understanding are much appreciated.

 

 

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.

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Freshman

Re: Slow internet since the beginning

Ok, now do I run the tests all on one day or can I spread them out through a few days. I only ask because I work 8-5 so I am not home the majority of the day. Thanks. 

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Moderator
Moderator

Re: Slow internet since the beginning

For now, we can stick with running tests during the times you normally are seeing these slowdowns. Over the course of multiple days is fine, it's just that when you are able to run tests, please do at least 3 tests spaced 5 minutes apart. One batch of three should be fine, but if you can do more that would be better.

 

Your cooperation, patience, and understanding are much appreciated.

 

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.

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Moderator
Moderator

Re: Slow internet since the beginning

Hi Chelsea,

 

I've just gotten an update about your beam, beam 5. There are scheduled adjustments in the coming weeks to address speed concerns. We'll post back once we have any other details to share. Speed tests now will still help if we need to compare performance now to later after network adjustments.

 

 

Your cooperation, patience, and understanding are much appreciated.

 

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.

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Freshman

Re: Slow internet since the beginning

Thank you for the update! I will get those test done ASAP! Smiley Happy

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Freshman

Re: Slow internet since the beginning

Ok, so I did tests on testmy.net and the hughesnet speed test as well.

Testmy.net results: 

  1. http://testmy.net/db/1BvciEA0M-
  2. http://testmy.net/db/5a4GFSIZj
  3. http://testmy.net/db/gIJEk3QNl

 Hughesnet speed test results:

speedtesr.JPG