Speed issues, can't stay on chat for Help

Began ethernet testing, 25mb, wifi off.  Results are the same. Plan to test every 2 hours today. 

I DM Liz as I am not sure how to get her attention?

They do not respond to unsolicited PMs.

What she is probably waiting for is for you to run the required tests the required way.  Right now, the file sizes are incorrect; they need to be 25MB for download tests and 4MB for upload tests.  

A rep will reply on this thread, not via PM. 

EDIT:

• Your results URL is https://testmy.net/quickstats/Bronccat
• The reps here work M-F, approximately 9-6. 
• Don't expect a reply until you have run the tests the right way, as explained here. You may want to focus your efforts on getting the troubleshooting and testing right.  
• For immediate responses, there's chat and phone customer service, but you've been through that and it hasn't worked for you, so stay here, run the tests the way they're supposed to, and wait for a response, which may be next week if you've done the required testing as required. 

bronccat wrote:

 

I DM Liz as I am not sure how to get her attention?

 

 

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If your tests are being automatically backed down to a size smaller than 25MB, then you may need to check the option for 'No Forward' to keep the test size at 25MB.  This is an image GabeU posted a bit back for someone else.

I am not sure if you are using the automatic testing or not, but you want the 25MB size for the download tests.

Right, as stated above I started running the ethernet test and will do se every 2 or 3 hours.  25 mb down (first was at 1130) and 4 Up.

My question is - and not to be a smart**bleep** - but how will she magically know that I have run the tests "correctly" and know I am now worthy of a response?

OK, maybe I'm being a little smart**bleep**ed. 

MrBuster  I'm not using auto - I was running smaller tests before I was hooked to ehternet. Since 1143 (or whenever) I have been running 25 DL and 4 UL.

She will know because she will check the URL to your results list.  And because she's an all powerful, all seeing entity. Or a magical pixie.  HN neither confirms nor denies.

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bronccat wrote:

 

My question is - and not to be a smart**bleep** - but how will she magically know that I have run the tests "correctly" and know I am now worthy of a response?

 

OK, maybe I'm being a little smart**bleep**ed. 

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You can use that '@' sign like you did for me to notify folks -- also, she will probably check this thread this thread again on Monday.

I think maratsade just responding about the smaller tests that were recent, so I was not sure if maybe testmy was backing your size down.  I think she will have what she wants with a good batch of these tests.

edit: I see maratsade responded before I was done typing....

the OP needs to get the sizes right or the testing may be rejected by the engineers; Liz is just a conduit. Hopefully the OP will get all the moving pieces right. :)

MrBuster wrote:

You can use that '@' sign like you did for me to notify folks -- also, she will probably check this thread this thread again on Monday.

 

I think maratsade just responding about the smaller tests that were recent, so I was not sure if maybe testmy was backing your size down.  I think she will have what she wants with a good batch of these tests.

 

edit: I see maratsade responded before I was done typing....

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maratsade  LMAO :heart:

I just meant, what would prompt her to check :smileyvery-happy:

MrBuster  10-4

They keep track of the posts and what we talk about -- when the tests have been done, she'll check. :)

bronccat wrote:

maratsade  LMAO :heart:

I just meant, what would prompt her to check :smileyvery-happy:

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bronccat wrote:
Well I ran several tests yesterday as per instructions (25 DL / 4 UL)
Back home now and will call them to discuss.

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Why would you call them?

Do you not want the reps here to help you?  I thought that was the purpose of you coming to this support community.   

bronccat 

They normally reply within a working day of knowing that the tests have been performed, so it's likely that they will reply to help tomorrow.  I'll tag a few of them so that they will be sure to do so.

Liz Damian Remy 

Is the modem still plugged in at the location, as they'll likely want to run remote diagnostics on your HughesNet equipment?

To answer your question, you can talk to either, but I'd advise allowing the reps here to help you.  The reps here are corporate based and they have more tools readily available to help, such as direct access to the engineers, if needs be.

Good morning bronccat,

Welcome and thank you for posting. I have your TestMy.Net results URL, thank you this helps. Please private message me your SAN or associated phone number so I can pull up your account to run diagnostics. A properly working internet connection is the basis of a properly working HughesNet Voice system.

As I understand it, regarding streaming, you're trying to stream Hulu and Netflix via your Firestick, but nothing loads? I'm not familiar with Firestick's interface, but basically nothing is happening when trying to connect to it?

For troubleshooting purposes, let's isolate the TV to which the Firestick is connected. I suggest documenting what happens as you go along, as I'm providing several troubleshooting steps below.

Are you able to connect the TV directly to the HughesNet modem via ethernet cable?

If so, please do so and temporarily disable wifi on the modem. For your convenience, here's the modem user guide. Please uncheck the SSID Enable options for both the 2.4 GHz and 5 GHz networks, as you have devices on both.

If the TV is too far to be connected via ethernet cable, disable the network on which the TV is NOT connected (2.4 GHz or 5 GHz). Be sure to disconnect any other devices that share that same network to truly isolate the TV.

Once the TV is the only device on the network, try streaming and let me know how it goes. If no improvement, ensure the playback quality is set to auto or standard definition. 

If quality is already set to auto, please let me know which streaming platform you tried (Netflix, Hulu, etc.).

If any issues with that platform, try a different one to see if it plays well. This is to check if the issue is platform-specific.

If no improvement in streaming via the TV, please test stream on a different device on a non-HughesNet connection, if possible. For example, if Netflix is buffering on your isolated TV, try Netflix on a mobile device via cellular connection or other non-HughesNet connection. Any difference?

The above information will help get us started on addressing your concerns, so your cooperation is much appreciated. Let me know if you have any questions about the directions above.

-Liz

Liz 

As I understand it, regarding streaming, you're trying to stream Hulu and Netflix via your Firestick, but nothing loads? I'm not familiar with Firestick's interface, but basically nothing is happening when trying to connect to it?  That's how I initially noticed the speed issues.  I then adjust resolution settings to where we could stream on most devices.  Service has seemed sluggish since day one - but finally became problematic enough to test.  Just wouldn't load.

For troubleshooting purposes, let's isolate the TV to which the Firestick is connected. I suggest documenting what happens as you go along, as I'm providing several troubleshooting steps below.

Are you able to connect the TV directly to the HughesNet modem via ethernet cable? No.  This was also issue on two phones and laptop.  Definitely was connection.

If so, please do so and temporarily disable wifi on the modem. For your convenience, here's the modem user guide. Please uncheck the SSID Enable options for both the 2.4 GHz and 5 GHz networks, as you have devices on both.  Did this when the laptop was connected for the speed tests, I have screenshots if needed.

If the TV is too far to be connected via ethernet cable, disable the network on which the TV is NOT connected (2.4 GHz or 5 GHz). Be sure to disconnect any other devices that share that same network to truly isolate the TV. N/A, I am not on site

Once the TV is the only device on the network, try streaming and let me know how it goes. If no improvement, ensure the playback quality is set to auto or standard definition.  Typically, when we tried to stream this last week would turn off the wifi on the two phones and the latop.  I am not close to any neighbors and checked for connected devices.  Also tried another router.

If quality is already set to auto, please let me know which streaming platform you tried (Netflix, Hulu, etc.).  Selected lowest setting on NF, YTTV and Firestick.  Hulu is Auto. 

If any issues with that platform, try a different one to see if it plays well. This is to check if the issue is platform-specific.  All were about the same.

If no improvement in streaming via the TV, please test stream on a different device on a non-HughesNet connection, if possible. For example, if Netflix is buffering on your isolated TV, try Netflix on a mobile device via cellular connection or other non-HughesNet connection. Any difference?  I would DL videos from all sources when in town via cellular without issue

Hi bronccat, 

Thanks for the speedy responses. I've run diagnostics on your site and I see we're currently delivering over 35 Mbps to the modem and no red flags; everything is working normally. Also, I don't see any HughesNet Voice subscription; third party VOIP services may not work optimally on HughesNet.

Please ensure that all streaming apps and devices on which you're using those apps are updated with the latest software version, let's be sure we can eliminate this as a culprit before moving on.

You can check if an app needs updating if you go to whichever app store you use, visit the streaming app's page, and see if there's an "Update" button visible.

I just checked my Netflix app on my phone and iPad and have just updated them; there were app updates on the 23rd (Android) and yesterday (iOS).

Please send me screenshots of your streaming apps after they're updated, should look like this in the app store once updated:

For troubleshooting purposes let's stick with Netflix and whichever device you usually use to stream. Let me know if that device is up to date as well, version numbers help.

Your patience and cooperation are much appreciated.

Thanks,

Liz

They were updated prior to our last trip - I can do again that but won't matter until I am back down there.  The reality is that the speed test results are what they are - what needs to be done about that?  If you look at the logs they were consistently slow the entire history (wifi or ehternet connection).

I'll add - it's not just the streaming. It's every onlne DL function - on every device.  File downloads, browsing, etc.  ULs are fine.

I'll (also) add, there is another odd thing going on.  My MTD usage is staying at zero - even though my month began on 10/22.

Hi broncat,

Thanks for the additional info. Looking forward to the screenshots and hearing how it goes after your apps and devices are all updated.

Your cooperation and patience are appreciated.

-Liz