Forum Discussion
Speed issues, can't stay on chat for Help
Last night DL was consistently under 1 mbps, up was 2.5 to 4 This morning, DL has ranged from sub 1 to 10. I have been on 4 chats and they just stop replying or disconnect. One rebooted modem a fe...
Hi bronccat,
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.
-Liz
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.
This is ridiculous. They have never replied to my emails and Chats keep failing. Cannot call them because too slow for VOIP
To get a reply from the HN reps on this site, you will need to run the tests as required:
https://community.hughesnet.com/t5/Tech-Support/Think-you-have-slow-speeds/m-p/110034#M74607
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:
- To run the TestMy.net test using a wired connection
- To be sure other data vampires are not hoping on the WiFi during the test, they will want that off
- To be sure to use a Test Size of 25MB for the download test
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?
http://192.168.0.1/index.html#!/home/information
- So they emailed me and said DL to the modem is at 36 MBPS 😳
Yes, I have been testing on wifi (with different devices) - but with no other devices connected. Trying to find ethernet cable 🤣, we're remodeling
Is there a wifi setting I should be looking at?
TIA 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.
The first thing is to locate that cable to directly connect to the modem. If you turn off the WiFi without having the cable, you may have some trouble :-)
After you have the cable hookup, you can proceed to following steps in that link maratsade sent.
That 36Mbps is a number from the log giving an idea of how much bandwidth it is seeing. In general, it dips down at busy times of the day or there are communication issues. Given that clear codes we saw earlier it seems things are working good. And if you are on beam 82, then I would have expected such a high number at 6pm even though it is approaching "prime time" for satellite usage because I am on beam 82, and it has been very smooth and fast for the last couple of days.
With the test results, it should shed some light on the next step.
- Right, so when I'm testing with a new laptop (and a not as new, but still not archaic phone) and nothing else on the wifi and consistently getting 1 mb DL - there is a wifi issue at the modem. Right?
I'm testing 5g - 10' from the modem. - Their email support is maddening.
"Call"... me "service is too poor for voip"
"I understand you can't call so chat (said this multiple times)"...me "I've tried 10 times"
"Call or contact support"... me "what is it you think I'm doing"... Why don't you post your test results from Testmy? Do you want to work on the issue or just complain about it? You have a great opportunity here to reach people in corporate headquarters, and you haven't provided one iota of real evidence for your speed issues.
Do you have HughesNet Voice? That's their VOIP technology -- the system doesn't work without it.
Is there another service you can consider instead of HughesNet?
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.
- I just want to complain 🙄
Look, I know you're "highly rated" and I appreciate your insight but if you aren't going to read the previous comments - what's the point? As stated above I DON'T HAVE AN ETHERNET CABLE at the moment.
As for their VOIP service, I don't have it. I have another VOIP and the DL is so slow that I cannot utilize it. Again, stated above.
And again - you keep going back to baseline issues (like wifi traffic, etc) when I have clearly posted that I've addressed this.
I don't know what else to say. I want to appreciate your help - but then again I don't need your apologist diatribe.
Again, the facts.
Wifi testing on Testmy is consistently 1 mb or less across different wifi devices - with no other wifi traffic. I have no ethernet cable at the moment and I cannot call because the DL is too slow.
UL has been fine the entire time. DL was fine for one day (20 mbps) since last friday. All other tests have been around 1 mbps.
Sure I can post the testmy log but it's all wifi so it "doesn't count"
You can't help someone if you completely ignore the information they are providing. If you want to help me, great. If not, move along. - Thank you MrBuster. I will run the analytics once I find my ethernet cable. I am quite savvy at troubleshooting network issues but this modem is foreign to me.
(This isn't at you) what's maddening to me is that I have brand new equipment that's showing great DL speeds at the modem according to HN. If the issue is only wifi, then wow. Most devices are going to run on wifi and this makes me think I should have brought another router and used it as an AP so I could better manipulate it. Since day one I wished the HN equipment to be a modem only and user supplied router.
bronccat wrote:
If the issue is only wifi, then wow. Most devices are going to run on wifi and this makes me think I should have brought another router and used it as an AP so I could better manipulate it. Since day one I wished the HN equipment to be a modem only and user supplied router.Once your base speed is established by the ethernet connected tests you'll run your WiFi issues can be troubleshooted. Various things can affect WiFi speed, including those that are not related to HughesNet itself. In other words, there's nothing yet to say tht a 3rd party router would improve your WiFi speed, as the cause of the WiFi speed issue has yet to be established.
For reference, you're free to use any 3rd party router you like. You aren't required to use the HughesNet modem's built in WiFi. However, it would be wise to first establish the cause of the aforementioned problem.
- I'll add in response to maratsade:
I was clearly venting at the absurdity of their email support. They aren't even reading the email chain when replying to my last reply - just spewing the same response with no regard for the previous comments. How is that remotely support? And they've done it again, twice. - Oh I totally agree. The answer lies in establishing that it's a wifi issue at the modem and not a local interface issue in general.
I was ranting a bit about a 3rd party router - I'm just appalled at the lack of range with this device. Our cabin is tiny and the 5g signal is paltry. Welp, found my cable and forgot I don't have an ethernet port on my laptop :smileyvery-happy: %#%^*#%)@(
bronccat wrote:
Welp, found my cable and forgot I don't have an ethernet port on my laptop :smileyvery-happy: %#%^*#%)@(
EXACTLY! One will be here in the AM.
Still testing at sub 1mbps. Tried changing channels, mhz, etc. and no improvement. I'll post back tomorrow.Hope it'll be better tomorrow. Without the link to your My Results page on Testmy.net, though, you're basically just spinning your wheels here and wasting opportunities.
- I can certainly do that but I didn't think anyone wanted to see them until I was testing over ethernet connection
Are you still in your first 20 days as a customer?
The reason I ask this is that I wonder if what may be going on is that one or more of your connected devices are continually sapping your bandwidth. If they were still connected while you were testing, and they were sapping bandwidth, it would most definitely affect your speed. And, with the first 20 days being a time of continual data replenishment, you may never know that something on your network is using huge amounts of data.
What devices do you have connected? The reason I ask is that some devices can use inordinate amounts of data. Just in case, you can see your currently connected and currently disconnected devices on this modem page. The disconnected devices are those that were connected, but are no longer, or at least not at present, since the last time the modem was plugged in.
- My second billing cycle started yesterday. Everyday during the first, it reset to 100% available. It said I used 2.1 GB yesterday - I could account for all of that. Laptop (cloud file transfer), phone (various apps) and firestick was .7 GB. I did not stream on FS but have now turned off autoplay, minimized quality, etc.
After saying I used 2.1 - said I had 19.7 of 20 available? Hmmm
I am waiting for USB to Ethernet so I brought home another router today to see if the wifi was better - it was the same, or worse.
I'll test at modem tomorrow with wifi off and other router unplugged. - Here are my results FWIW. All on wifi - from my phone and laptop.
https://testmy.net/quickstats/Bronccat - I'll add, performance wise it's been this way since day one - although I just this week starting speed testing. The moment it was testing at 20, it was obviously faster.
Good news is I am already used to Throttle down speeds - or worse lmao Ouch. Your upload speeds are acceptable, but your download speeds are awful. Let's see what happens with the direct connection.
bronccat wrote:
Here are my results FWIW. All on wifi - from my phone and laptop.
https://testmy.net/quickstats/Bronccat- Exactly. The UL has been better than expected all the while. I'll take those UL speeds all day.
