Slow internet speed

[Peneloukle]

I am hoping that Hughes will improve my internet speed. Below is the link to my test results. Per the instructions provided by this community, I shutoff WiFi and ran the test every 5 minutes for 2 hours. Most results are 2-3 Mbps download with a brief spike to 12 Mbps. I still have Service Plan Data. Shouldn't I be consistently getting higher speeds?

https://testmy.net/quickstats/Peneloukle

[GabeU]

@Peneloukle 

If you have a device with the ability to connect to the HughesNet modem with a LAN cable, please run a few tests this way, and with the WiFi in the modem disabled.  The instructions for disabling the WiFi are included here.  Tests are requested to be run this way in order to get the most baseline result, as WiFi itself can introduce anomalies that negatively affect speed.

If you don't have this ability, please indicate such so that the reps can determine the next step to take.

[Peneloukle]

The tests done on 10/7/20 between 9:30 and 11:30 pm PST were done with WiFi off and only Ethernet cable connection to modem.

[maratsade]

Your upload speeds are actually fine (HN is designed for 3 Mbps up).  Your download speeds are pretty bad. 

Could you please run the download tests with the required file size, which is 25 MB?

[Peneloukle]

I did use minimum download file size of 25 MB for the most recent tests. Should I run some download only tests?

[maratsade]

Really? Weird. The results indicate the size as 24.8. 

Can you access the modem's internal page, at http://192.168.0.1/#!/home/status?

If so, what's the number next to State Code?

I'd run only download tests, as the uploads look normal, even though they don't reach 3 Mbps. 

EDIT: were these tests run automatically?

[GabeU]

@maratsade 

Often when I test it will show 24.8MB for the test file rather than the 25MB file size chosen.  I'm not really sure why.  Sometimes it will even show 25.6MB.  

The 24.8MB it's defaulting to should be fine.

[Peneloukle]

@maratsade 

State Code

0.0.0 -- Fully operational

I did run the tests automatically.

[Peneloukle]

@maratsade your picture is not of my tests as they show today's date. Regardless, my download size is 24.8 MB as shown in your picture. I will run some more tests a little later when I can shut off the wifi. More later.

[maratsade]

I got the screenshot from here: https://testmy.net/quickstats/Peneloukle

I just removed the upload data and took a screenshot. 

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@Peneloukle wrote:

your picture is not of my tests as they show today's date. Regardless, my download size is 24.8 MB as shown in your picture. I will run some more tests a little later when I can shut off the wifi. More later.

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[GabeU]

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@Peneloukle wrote:

@maratsade your picture is not of my tests as they show today's date.  

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They actually are.  When you view someone else's tests they show in GMT time, and in respect to the time zone you're viewing them from.  So the times maratsade and I see for your tests won't be what you see when you look at them.

As an example, take a look at mine..

https://testmy.net/quickstats/Gabe1972

This is what I see for my first few tests.  Note the times being different from what you see when you look at them from my link...

[Peneloukle]

@GabeU Thank you for clearing that up!

[Peneloukle]

Here is the link to the results of the latest testing. Erratic.

https://testmy.net/quickstats/Peneloukle

[GabeU]

@Peneloukle 

The reps are now off for the weekend, though Damian is sometimes on during the weekday evenings, including Friday.  You most likely have enough tests at this point, so you can stop running them for HughesNet troubleshooting purposes.     

Just in case, I noticed that some tests aren't staying with the 25MB test size.  You had mentioned that you run the tests automatically.  When you set up the parameters for the testing, are you ticking the "No Forward (select min first)" box under the test sizes?  If not, please do, as it ensures that the system doesn't re-run a test using a larger file size if the original test finishes in less than seven seconds. 

Again, you probably have enough tests at this point, but if you do end up running more, or if you're asked to, and you use the automatic testing, make sure to tick that box to keep the test sizes where you set them.   🙂

@Liz @Damian 

[Peneloukle]

@GabeU 

Thank you for the additional info. I will choose "No Forward" for future tests.

Do you think my erratic download speeds indicate a problem that Hughes may be able to correct?

When you say "reps" are you referring to Hughes technical support?

[GabeU]

@Peneloukle 

Regarding the reps (representatives), sort of.  The HughesNet reps that help via this support community are corporate based, unlike the phone or chat reps.  They handle pretty much whatever problem comes their way, including technical issues.  They also have direct access to the engineers for when there is a problem that requires their assistance.  

As for your speeds, they actually look quite good, but the reps will have to make a final determination regarding such.  There are a few low results in them, but those can be caused by a variety of things, including temporary issues somewhere upstream of HughesNet itself.  Again, though, only the reps can really make that determination.  

If you're having issues with specific activities, it would be a good idea to mention their types, as problems with activities can be as a result of things other than overall speed.  For and example, because of the pandemic related higher than normal number of people being online, which increases system congestion, the amount of which can vary from beam to beam (location to location), some people are having difficulty with streaming, as in there being significant buffering, regardless of their overall speed.

[Jay]

Peneloukle,

Hello! I'm happy to see our fantastic Community Champions were able to help you get started. After reviewing your speed tests and taking a look at the account, I see that there are some issues with the signal reaching your devices. 

Where is the modem located compared to where you typically are using your various devices?

-Jay

[Peneloukle]

Hi @Jay ,

The Hughes modem is right next to our Dish receiver and our Samsung Smart TV. Other devices on the same floor of the house are about 30 feet away from the modem. We have a WiFi range extender at the top of the stairs to upper story of the house. Devices are about 30 feet from the extender.

The speed tests were done with my computer hardwired via Ethernet cable to the Hughes modem.

Thanks for your help.

[Jay]

Are you able to move the Modem further away from the TV and Dish receiver? 

Does the modem have 2 feet of clearance on every side?

-Jay

[Peneloukle]

@Jay 

Sorry, I didn't see your response until now. I can move the modem further from the tv and Dish receiver. The modem does not have 2 feet of clearance on all sides. I will relocate it. How far away from the tv and Dish should it be?

[Jay]

Let's first get the modem the proper clearance. Once that is done, try turning off the dish receiver and performing 3-5 more tests to see if the speeds are more consistent.

-Jay