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Thank you for this information. I also noticed on your account that you've reached out to our corporate office, so yes, one of our corporate representatives will be in contact with you to address your concerns. I've shared this thread with him so that he has more details on the troubleshooting attempted thus far. I'll go ahead and close out this thread, as I'm sure our rep will provide you with a resolution.
Thank you for your cooperation and understanding.
The HughesNet reps on this site will be back on Monday, and to address your speed issues, they require that you follow a specific troubleshooting procedure, which is detailed here: https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607
Best way is to have 3 tests run 3 times a day (3 in the morning, 3 in the afternoon, 3 in the evening). Tests need to spaced out a bit, and they need to be specific file sizes. Everything is explained in the link I posted above.
Do you still have data? Speeds will tank when you run out.
Good luck; I hope the issue gets resolved soon for you.
That's pretty bad speed, definitely. When you experience these slow speeds, what's the state code? (the state code can be found here: http://192.168.0.1/#!/home/status).
Also, what's your browsing experience when you measure those speeds? Was slow browsing what led you to run speed tests?
If you're on the modem's home page, click on System Status. When you get to the system status page, look for the number next to State Code (located in the System Summary box). The code that indicates everything's working as it should is 0.0.0.
Cool! What that means is that your system seems to be operating normally, so the slow speed may be caused by something else. The HN reps here will be back Monday, and they can run remote diagnostics to see if they see anything amiss. Getting speed readings at different times of the day could show whether the slow speed has to do with congestion or traffic.
On thehome page following that link I see only diagnostic code? 0s then 0005
The diagnostic code gives an abbreviated way of showing status for the last 3 hours -- it can be seen decoded visually on the following screen:
It works like this:
The first 5 digits are a numeric code representing the most recent past hour. The next 5 digits are for one hour back, and the next 5 digits after that are for two hours back. The final digit is some kind of a checksum.
To decode these, reposition the dashes in the code like this:
0000-0000-0000-0005 -> 00000-00000-00000-5
Each group of five digits is the status for 1 hour with the following number values matching up with the display in the above screen:
32 TCP Acceleration
1024 Web Acceleration [N]
2048 DNS Acceleration [N]
4096 DNS Acceleration [I]
I don't know what the values for LAN and Inroute Protection are -- I don't remember seeing them, but maybe 8192, and 16384. There may be more code values not shown in the display as 1, 8, 64, and 256 are obviously missing and may represent something. If anyone knows, please let me know!
For example 3 hours of FAP without anything else would have a code like this: 00512-00512-00512 (shown as 0051-2005-1200-512x, where x is some digit for the checksum)
A value of 00000-00000-00020 (shown as 0000-0000-0000-020x) means that Uplink+Association in the last hour with the two hours before being good as 4=Uplink + 16=Association gives 20 for both Uplink and Association.
If you see the diagnostic code was 0000-0000-0000-0005 then your last 3 hours would show in the display like mine above.
Unfortunately, WiFi can give really bad performance if another WiFi hotspot is in range using an over-lapping channel. I experimented setting up two WiFi in range of each other purposely setting over lapping channels and the result is sub 800 Kbps at best!
Also certain devices don't seem to play by the WiFi rules nicely - my niece had a certain older phone that would cause all other devices to drop off/rejoin anytime it joined the WiFi. If she then let it sit for a while, all devices would again drop off and rejoin after so many minutes and the process would repeat the moment she touched it making it squak something over the WiFi. When the devices dropped/rejoined, some would have trouble getting back on making a huge pain. I have only seen two devices like this, but I think both may have been made in 2008 or 2009 and they made using WiFi a nightmare when they were turned on.
Your mentioning of the low speed reminded me of that over lapping channel thing or interference, but don't discount there being a rogue device -- the only way I could find them was to be sure that all devices were powered off -- not just screen dark but actually powered off, and testing each device with one other device on to find the trouble maker. This is a huge pain since there were a ton of devices here using WiFi.
Many of the folks here requests tests using wired connection to side step the complex trouble shooting of WiFi problems.
Really should only be two which are hidden and only for use in conjunction with the booster. the reason they are hidden is so only the booster will recognize it so no one accidentally tries to connect to it.
To get a reply from the HN reps on this site, you will need to run the tests as required:
If you already have run them as per those instructions, please post the URL to your My Results page.
The HughesNet folks that do the troubleshooting want some bandwidth tests run in a very particular way so that they can line up the results with the data they can get a hold of. If there are not obvious issues showing in the State Code, and Diagnostic Code, then they pretty much wait to get tests that have been run like they are looking for. That link maratsade provided gives the details of how to run the tests the way they want them done, but the main points are:
I think I see your testmy account as there is one using your screen name, so once you have a batch of tests done like that they can compare the results against the diagnostic log information and other data they have to draw some conclusions about what is happening.
Here is an image of where to set that test size:
If you don't mind saying, do you have Beam Id 82 on the bottom right side box on the following page?
That means that the speed of the signal coming from the gateway to your modem is 36 Mbps. Things on your side (including the configuration of your devices, the age of your devices, your software, how many devices are connected, how many users are on the network, etc.) can slow down your speed, and when you measure the speed with Testmy, congestion and internet latency will have an impact, sometimes significant. HN is providing you with speeds higher than the advertised 25 Mbps.
You definitely want to run this test hard wired. WiFi problems are complex and crazy hard to fix so you want to be sure your connection using the wired cable gives a good result before moving on to finding issues with the WiFi. You want to to get a group of results up there according to those step that maratsade gave, and then the advanced group that gives support through this site are much better at assisting folks than the lower level phone/chat group.
For my first 6 months with HughesNet, I had fantastic WiFi -- then the leaves started to come off the trees and the neighbors WiFis were stomping all over mine. Being sure you do not have a problem with your dish or modem or something that must come first or you will go crazy.
Once you have some good tests up there, you can let them know by posting your link to the testmy.net results. Although I assume your results are the ones for bronccat.
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