Forum Discussion
Slow speeds with HN9000
Hi, I had my modem changed out on 6-7-19 do to System Control Center web page not loading. That is fixed but still seem to be having problems. My speeds seem to be slow and and lot of time outs on...
Hi Sunlightbywheel,
The engineer made an adjustment on our side to try to help with your concerns. Let me know how it goes.
Hi Sunlightbywheel,
Thank you for your patience while I investigated your site. Diagnostics on your HughesNet equipment is all fine, so I'm not sure why your speed test results are that low. I'd like to get a tech out there to replace some equipment and review any components to ensure they haven't degraded over time.
Your dispatch is currently scheduled for our earliest available slot: Wednesday, Jun 19, 2019 between 08:00 AM-11:00 AM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. Please let us know how the site visit goes.
Thanks,
Will there be any charge for the visit?
No charge for you, we want to eliminate any possible root causes on site if we still need to escalate to our corporate engineers.
Liz,
Just an update on this. The technician was out today and checked some things from his phone. He said everything checked out and there was nothing more he could do.
Thanks again
Hi Sunlightbywheel,
Thanks for this update. Are you saying the tech did not replace any equipment or check your coaxial cable (the cable running from the modem to the dish)?
Yes, That is what I am saying. He said whatever he did with his phone was an app that only installers have and that was all that was needed. He said he could verify everything with it. I said that doesn’t sound any different than the tests the techs online have already run..
I even asked if he would check it at the back of the modem to verify the cable. I know the previous tech checked it at the dish and said it was good. My thinking was it should be checked at the back of the modem to verify it there as well.
He assured me again that was all that was needed besides taking some pictures..
So in short and to be clear the tech did not replace any equipment or check the coaxial cable (the cable running from the modem to the dish).Thanks again so much
Good morning Sunlightbywheel,
I appreciate the clarification. This isn't ideal, as I wanted new equipment in before escalating to our engineers for their input, but we'll make do. I've escalated your case to engineering for assistance. Please keep in mind the heavy rain currently reported at your site may delay evaluation of your system performance. I'll post back once I have any news to share.
Your patience and understanding are much appreciated.
