Forum Discussion

bronccat's avatar
bronccat
Junior
5 years ago

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...
Performance
  • Liz's avatar
    Liz
    5 years ago

    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

GabeU's avatar
GabeU
Distinguished Professor IV

bronccat 

 

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.

bronccat's avatar
bronccat
Junior
5 years ago
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.



  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    5 years ago

    bronccat 

     

    If you're trying to reconcile what it shows on the daily parts of the monthly usage graph with what your total usage is showing, it may very well be off.  A month or so back a few of us noticed that the monthly graphs weren't reporting data usage properly on their breakdowns.  HughesNet is aware of the issue and it's been escalated to the engineers. 

     

    The total usage still appears to be correct, however, as in the data level "donuts", with the "X used of X in your plan" and the percentage used indicator, but the monthly breakdown is being goofy.  I just noticed on my monthly usage graph that the dates aren't even correct now for my data cycle.  

     

    It's the Gremlins I tell ya, Gremlins!!!  Just kidding, and just a little levity for what is no doubt a bit frustrating.  🙁

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    5 years ago

    You're not a tech or a satellite communications expert; don't tell them how to run their business. They're trying to help you and all you do is bellyache about it. 

  • Jlkkdk's avatar
    Jlkkdk
    Freshman
    5 years ago

    Well @bronccat  us spectators see you get played with, made to do useless test after test, tried to get bullied by those 2(which they do to everyone) and you still have not gotten any help at all. One frustration after another for the past 2 weeks. I would suggest screenshooting all of this thread and calling the fc* and put in a formsal complaining  about the treatment you have gotten here. I am sure the federal agency that over looks companies like this would love to see how you have been treated. It is beyond ridiculous and uncalled for especially from people that do not even work for Hughes net. Shame on them and I wish you well, good luck hope they eventually help you.

  • MarkJFine's avatar
    MarkJFine
    Professor
    5 years ago

    Look, I'm not going down that road. There are literally 10 pages of it. Unless you begin to accept that there is something in the way either your devices are configured and/or the way your modem is configured to talk to them, there's no point. What I do know is that wholesale resetting the modem is a bad idea and will make things worse for you.

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    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

  • bronccat's avatar
    bronccat
    Junior
    5 years ago
    Lol, I WON'T get water on the modem ;-)

    What's been the most frustrating has been their inability to communicate logically. They keep sending me back to phone and chat that won't work with the current DL and that resolves nothing.

    Finally, someone emailed today and basically said that the people answering emails aren't equipped to deal with this. Only chat / call people.
  • bronccat's avatar
    bronccat
    Junior
    5 years ago
    Yes, I added a Netgear AC1200 to test that wifi vs the base unit. Same results. Range is much better but same issues.
  • MarkJFine's avatar
    MarkJFine
    Professor
    5 years ago

    Just a thought:

     

    If you're able to use 802.11ac you'll vastly increase lan speed via wifi. By doing so you're increasing the capacity and throughput the router can handle so things don't get locally congested if there are multiple devices active on the system.

     

    That's just for wifi though. You get max throughput using a LAN cable regardless, which is why you want to speed test that way (and with wifi disabled) - it isolates the wifi protocol (as well as strength) out of the equation.