cancel
Showing results for 
Search instead for 
Did you mean: 

Slow to No speeds for this brand new customer

Sophomore

Slow to No speeds for this brand new customer

We just signed up yesterday...biggest mistake of my life.  We have slow to no speeds. No continuity.  Customer service is HORRENDOUS!!!!  And don't know what else to do.  Any suggestions?

38 REPLIES 38
Assistant Professor

Re: Slow to No speeds for this brand new customer

For speed issues you will have to run tests as described below. Also since you are so new the modem could still be going through some updates and initialization procedures. What does it show when you go here? http://192.168.0.1/#!/home/status

All green check marks?

 

To help the Hughesnet Customer Service Reps get a head start on your speed concerns, you should create a testmy.net account and perform 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)
-use the 12MB size download test file ONLY if on Gen4 Service Plan
-use the 25MB size download test file ONLY if on Gen5 Service Plan

-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 results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE


For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

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.

Sophomore

Re: Slow to No speeds for this brand new customer

Hi BirdDog

 

Thank you.  We've been doing speed tests on that site but had not created an account yet...so just did that.  We have Gen5.  We tested download at 25 but the only option for upload is 3 - we don't see an option for 4.

 

Question -- how long should it take for the modem to get all it's updates?  It's been 24 hours.  

 

Thanks in advance for your guidance.

Sophomore

Re: Slow to No speeds for this brand new customer

Also....we went here:http://192.168.0.1/#!/home/status.  All green checkmarks.  we have 19.777 GB left.  It's funny that the only GB that we've used is on speed tests.....

Highlighted
Assistant Professor

Re: Slow to No speeds for this brand new customer

For upload there is a drop down for other sizes in the manual test. Also you didn't answer about the green check marks in the link I gave.

 

The modem should be done updating but never know. One of the mods may have to take a look when they are back here.

Sophomore

Re: Slow to No speeds for this brand new customer

Thank you.  So replied in a second reply to your other question.  Hopefully you've seen that.  also, scrolled down further in the drop down and found the 4MB for upload.  We will be doing tests throughout the day and will post results.  Supposedly an engineer will be calling us tomorrow at 4pm, but I'm hesitant about whether or not that will really happen.  

 

Any other advice you have will be greatly appreciated.  Thanks in advance.

Assistant Professor

Re: Slow to No speeds for this brand new customer

Sounds good.

 

No need to run tests constantly. Just batches of 3-5 about 5 minutes apart and best if they are done at three different periods of the day...... morning, afternoon and evening.

Make sure you are signed in at Testmy.net when running them.

 

Can you post the link to your results? Mine looks like this: https://testmy.net/quickstats/BirdDog2017

 

Kind of all to do right now until you get that call or one of the mods here replies. And you are most welcome.

Assistant Professor

Re: Slow to No speeds for this brand new customer

PS: SInce you are new and say you've used a lot of data already, you may have devices updating in the background really slowing things down. How many devices are connected?

 

For the first 20 days new customers get relaxed plan limits and the usage will refill daily.

Sophomore

Re: Slow to No speeds for this brand new customer

At this time, there is only one device connected...which is my husband's laptop doing the speed tests.  It concerns me that tech support and you both question that --- we typically have about 5-7 devices connected at peak times - 3 iphones, a couple of laptops and the firestick.  We were told by sales that shouldn't be an issue...but my fear is that it is.

Assistant Professor

Re: Slow to No speeds for this brand new customer

Just being connected and actually doing things is different. If 3-4 devices are all connected and browsing/streaming/downloading at the same time that will be a problem even at 25-30 Mbps speed. That is true even for cable Internet.

 

You do need to understand that latency/ping/delay on satellite will be anywhere from about 650ms to hopefully no more than around 1100ms. There is nothing HughesNet can do to lower that. It is due to the satellite being so far out and then the interfacing with the Internet and the delay inherent there. Browsing page loads will be noticeably slower if coming from cable Internet. Ad block browser plug-ins help with that somewhat.