Slow speeds starting about 6 every evening

[dodsondj87]

Are there any known issues with Beam 92?   For the last 6 weeks - 2 months, the speeds have dropped so low that it's even dropping the Wi-Fi on our phones.    I have tried to reset the router and while it appears to have made some difference, it's still very slow.    Before that I was usually able to pull at least 5 - 6 in the evenings, but now I'm doing good if I can pull 1 - 2.5.   We are not over our data allowance as we are at 49%.    

[GabeU]

dodsondj87,

Slow speeds in the evenings and losing the WiFi connection with your phones is actually two separate issues.  First, the speed issues...

To help the HughesNet Customer Service Reps get a head start on your speed concerns you should create a testmy.net account and, while signed into that account, perform a batch of 3-5 tests during different parts of the day, then share the account results link with us here.

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)
-disable the WiFi while the speed tests are being performed
-use the 25MB size download test file ONLY
-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 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 visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

To disable the WiFi in the HT2000W, please see "How do I manage my built-in Wi-Fi modem?" in this PDF.  

The Reps are on M-F from approximately 8AM to 5PM Eastern. They will be the ones to address your speed issues, but they will need these tests to do so.

As for the WiFi issue with your phones, is it actually dropping the signal between your phone and the HT2000W?  Is it only affecting the phones, or is anythhing else you may have connected losing it's connection to the HT2000W, as well?  Does power cycling the modem fix this issue?  

[dodsondj87]

I will start working on the tests today when I get off work.    

As for the Wi-Fi dropping on our phones, that is what we predominently use in the evenings.   Ocassionally we will have a tablet or Chromebook connected, but that is a rarety.    I did not reply last night after I sent this because once again, it dropped our Wi-Fi signal and it was very sporadic last night and that was after a hard reset on the router.    

Thank you for your reply and I will work on the speedtests and get them posted.   We are rarely on the computer during the day because I work outside the home and my husband operates his business primarily off his phone and tablet, but I will certain do what I can to get this accomplished.    

[GabeU]

dodsondj87,

If you can, when you experience one of the instances of the WiFi dropping out, see if you are able to connect to the net with a LAN cable connected device.  If you can, this would definitely indicate the problem with the phones is the actual WiFi and not a service connection issue.  If it is the WiFi actually dropping the connection, there may be a few things to try, as that shouldn't be happening if the range isn't very great.  It's possible it's signal interference from something else, but that's not very likely. 

In the meantime, one thing I can think of to try is connecting to the 2.4Ghz band (if you are now connected to the 5Ghz band).  The 2.4Ghz band has better range and might provide a more solid connection.  The only drawback to the 2.4Ghz band is that it may inhibit speed, though it doesn't for everyone.  If you look at your connection in your phones, if it says hug5***** you're connected to the 5Ghz band, and hug2***** the 2.4Ghz band.  If you're connected to the 2.4Ghz band you could try changing to the 5Ghz band, though some devices can't utilize the 5Ghz band and they won't "see" it as a connection option.      

[dodsondj87]

I'm experiencing lots of Wi-Fi dropping tonight.   I have noticed that when it drops, my computer just spins and won't go anywhere either.  I've connected it directly with a cable rather than running off Wi-Fi.    I've ran a few speed tests tonight and they have definitely progressively gotten worse.    

http://testmy.net/db/IChvJzjBT

http://testmy.net/db/pT3I2Stok

http://testmy.net/db/tOV9BNaXh

http://testmy.net/db/mr0nwJvZ3

 I'm hoping someone can help me figure out what's going on with this information.   Any and all help is greatly appreciated.   

[Liz]

Good morning dodsondj87, 

Thanks for posting and welcome to the community! Thank you for running these tests, this is a good start. At first glance, the tests show that your speeds are OK, with that one exception at 8:04 pm. Since you're reporting that slow speeds start after 6 pm for you consistently, I suggest running another batch of tests when you experience this slow down so we can see the speeds reflecting this. As indicated in Gabe's post, please run the tests while directly connected to the HughesNet modem. 

Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

Your cooperation, patience, and understanding are much appreciated.

[dodsondj87]

@Liz

Good evening Liz.   Pursuant to your request, I ran another set of speedtests this evening as soon as I started noticing things slowing way down again.    The links are posted below for your review. 

http://testmy.net/db/fp5PyDXve

http://testmy.net/db/yoHvTONcA

http://testmy.net/db/nwXNPtSzj

http://testmy.net/db/Urimx2RwG

http://testmy.net/db/Yk3mCGP8i

If you need anything further from my end, please do not hesitate to let me know.   Again, thank you for your help.   

[Liz]

Hello dodsondj87,

Thank you for the additional tests, this is really helpful for our escalation to engineering. Once I have any update to share, I'll let you know.

Your patience and understanding are much appreciated.

[dodsondj87]

Thank you Liz.   

[dodsondj87]

@Liz

O.K. this is an update after a technician came out.   He made some adjustments to the Dish and everything was awesome during the day, but once again, we hit evening and everything slows to crawl.    It is so incredibly slow that there is not enough speed to even allow us to connect to Wi-Fi.   At this point, I am at a loss, but this is getting extremely frustrating considering that our main time of using and needing the internet is in the evenings when we are off work.   Both my husband's and my cell phones have no issues connecting during the day hours, nor do we have computer issues if we happen to be home during the day; but let 7ish roll around in the evenings and everything goes downhill.    Is there any possibility that there could be a modem/router issue or is there just not enough bandwith for everyone to be on in the evenings?    

[ml520]

They're overselling their service and overloading capacity. I got the runaround from them for several months before they flat out told me that they weren't going to help me. I finally decided that my only relief would be to cancel service and find another option for an ISP. Get out now while/if you can.

[Liz]

Hi dodsondj87,

Thank you for this update. Good news, I've just gotten authorization to have a tech try a different adjustment at your site. I've set up a new dispatch which will hopefully address your speed concerns. Your dispatch is currently scheduled for our earliest available slot: Wednesday, Feb 7, 2018 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #109215363 if you need to reschedule. Please let us know how the site visit goes.

Your patience and understanding are much appreciated.

[dodsondj87]

Thank you Liz.   I appreciate your diligence in trying to help us.

[jcmipi]

Working support for this company must be a very depressing job.