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Slow speed

4crosbys
New Poster

Slow speed

Can I get help with this

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1 REPLY 1
GabeU
Distinguished Professor IV

Re: Slow speed

The first thing to do would be to ensure that you're not out of plan data.  You can do so on this modem page.  If you still have plan data, the next step would be to run some speed tests, which the reps will need to both establish the speed issue and help point them in a direction of the cause.  The instructions for the speed tests are as follows.  Please be sure to read the instructions thoroughly before running the tests to ensure that they are run properly, then post the testmy.net "My Results" page URL (the address in the address bar) into a reply so that the test results can be viewed. 

 

Edit: 

Because there is the possibility of an equipment or aiming issue, for now I would just run a few tests, as in maybe three, just to establish the issue.  I wouldn't bother running a whole bunch of them at this point, as the reps will likely want to run remote diagnostics on your HughesNet equipment, and if it turns out that there is something wrong, a whole bunch of tests while the problem exists would be a waste of your time.  So again, just maybe run three tests to show the issue for now.  The reps also may need some personal information from you to locate your account in order to run the remote diagnostics on your HughesNet equipment, but they will ask for that information to be sent via Private Message, for which they normally provide a link.  

 

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To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform a batch of 3-5 tests during different parts of the day, then share your testmy.net "My Results" page URL with us here. A batch each in the morning, afternoon and evening is the most ideal, but the reps are well aware that not everyone can do this, so please just run a batch when you can.

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)
-disable the WiFi in the HT2000W modem while the speed tests are being performed
-the testing device should be the ONLY device connected to the HughesNet modem while testing
-use the manual 25MB size download test file
-if testing upload instead of download, use the manual 4MB size upload test file
-space each test in the batch at least 5 minutes apart
-post your testmy results URL here, it may look something like http://testmy.net/quickstats/yourusername


For a more in depth guide on running the tests, please see this site.

The Reps are on M-F from approximately 9AM to 6PM EST. They will be the ones to address your speed issues, but they will need these tests to do so.

If you don't know how to disable the WiFi in the HT2000W modem, please see "How do I manage my built-in WiFi modem?" in this PDF. Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).


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