Slow internet speed

[wkvette]

just had internet and phone service installed on 9/17. So far I am not satisfied with the internet speed. slow loading web pages and slow downloading. Called tech services and was on the phone for half an hour and got cut off, and I have hugh.net phone service. I got nowhere with the tech rep and I'm not sure if I am going to call back because calling Hugh.net is an aggravating experience.

[Ricky]

wkvette, you are in the right place now to get help. Stick with with the community folks. The mods here are at the corporate level so you will get the help you deserve.

[Chris11]

Hello wkvette,

Welcome to the community and thanks for posting. Sorry to hear of your experience. However you are in the right place. We'll run some diagnostics, look over the install, and make sure that there wasn't something overlooked to get this resolved for you. In the mean time. If you don't mind running a few speed tests for us. Head over to www.testmy.net. Run manual tests throughout the day. Use a test size of 12 MB for download speed tests, and 3 MB for Upload. Post your results here so we can evaluate them. I'm sure we can fix it. We appreciate your patience and cooperation as we help address your concerns.

Thank you,
Chris

[wkvette]

test 1 download 2.4 mbps    test 2 download 476 kbps    upload 186 kbps  

[GabeU]

wkvette,

Are you using the manual 12MB test size for download tests and the manual 2MB size for upload tests (normally it's 2MB, though Chris asked for 3MB)?  Also, you should be using a single device connected directly to the modem with a LAN cable, NO ROUTER, when running the tests.

It would be best for you to create an account at testmy.net and run the tests while signed into that account.  This will keep all of the results in a centralized area that can easily be looked at and which can show patterns.  When you've run some tests, you can post your results URL by clicking on "Results" on the upper right and then copy/paste the URL in the address bar.  It will look like the following, but with YOUR user name where it says "yourusername". 

 http://testmy.net/quickstats/[yourusername]

[lhorton2006]

wkvette,

You are not alone. I had to install hughes net as it was my only option and it has been very horrible. I specifically asked if it would be fast enough to watch streaming video like Directv on demand and was told it would be fine. I am virtually paralyzed with how slow the internet is and as of yet have been unable to stream even a you tube video. The internet is useless and the speed tests even fail because it is too slow. Absolutely the worst internet I could imagine. Unfortunately I am locked in with horrible cancellation fees and even though I purchased the protection plan I am having to pay $125 for repairs because a cable got cut. Good luck to you. I am currently starting my search for new service and the money to get out of this terrible company.

[wkvette]

GabeU, At this point I am frustrated with this. I hear what your saying, but I want to know why my wifi speed is slow. i dont have a Lan cable to connect my computer to the router and I am not going to purchase one. My wifi router is 8' from my computer with no obstructions. At this point I'm getting aggravated with all this stuff I have to do. Why am I paying hughes.net?

[wkvette]

Ihorton2006, I hear you, I too had no other option than to install hughes.net. It's been one week and no satisfaction. I am also contemplating cancelling my service and going back to what i was using before.

[Chris11]

Hello wkvette,

The reason we need you to plug one computer directly to the modem is to remove any potential bottlenecks which could cause a slow down in speed. Your true speeds can only be tested in this fashion. Without confirmation that your speeds are similar via Ethernet, it becomes difficult to pinpoint the best course of action. Slow speed cases can always be escalated to our engineers for evaluation. I would advise, when running speed tests, that you just try to have one computer connected. As long as no other devices are on the network you should be fine. 

I did run diagnostics on your system and everything checks out. Install, line of sight, and cabling. I also noticed you have our VoIP service. In the troubleshooting faze, at least when running speed tests. Try taking it out of the equation as well. You can plug it back up when not running tests. Or try using the internet normally this way and see if there is any difference. Please let us know what you find works. Hope to hear from you soon.

Thank you,
Chris

[wkvette]

So your telling me I have to buy an ethernet cable to reach my computer. Dont know when i am going to be able to do that, I dont drive and I am on disability, I dont have the money to throw away on something Im only going to use once. I'll have to let you know what Im going to do.