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

bronccat's avatar
bronccat
Junior

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

 

 
Liz's avatar
Liz
Moderator
5 years ago

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

 

  • 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

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

    bronccat 

     

    If I may, the reps here ask for things for a reason, but they aren't going to twist your arm for you to provide what was asked.  They don't give "busywork".  They have no reason to.  They aren't trying to tie you up with work while they look for a solution, as again, they don't have to.  They're trying to word toward a solution, but they need the information asked for in order to do so.  It may not seem logical why they ask for something, but what they ask for they need.  

     

    With this said, I'm sure that with you not being at the service location all the time, Liz knows this is going to take longer than it normally would to troubleshoot and find a solution, but refusing to do what it asked because it doesn't seem necessary is definitely not going to help the situation.

     

    Good luck.

  • bronccat's avatar
    bronccat
    Junior
    5 years ago
    GabeU

    I know man, and I swear I'm not being obstinate for the heck of it lol.

    But to me this is akin to "unplug the modem". Yes, that fixes a lot but there is no logical way that outdated (but they weren't) streaming apps on other devices are going to cause slow speed tests on another machine - especially when they arent connected.

    I'd love to get this escalated to some meat and potatoes solutions while I have phone access.

    Doing what she's asked isn't going to fix it and it's only going to leave me on an island again with no meaningful progress - and only delays a real solution.

    I can't be anymore clear - forget streaming was ever involved.

    All that matters, truly, is that the wired connection confirmed the same paltry DL results as the wireless.

    Someone explain to me how the app version on another device has any bearing whatsoever on the fact that another device, connected via ethernet is clocking sub 1 MBPS DL speeds?

    No one can. Bottom line this is step "x" and until I satisfy this step, I won't be allowed to proceed.

    That is absurd, IMO.

    "What is your quest"... I'd know the air speed velocity of a laden swallow (both African and European) but we can't get to that point.

    Sigh.



  • Liz's avatar
    Liz
    Moderator
    5 years ago

    No worries. Ok so we're doing process of elimination, so I suggest we focus on a device that can be connected via ethernet cable to the HughesNet modem and turn off wifi on the modem for the duration of testing. We want to make sure that device is the only thing using the internet while troubleshooting.

     

    Examples of the sluggish sites you frequent would be helpful. Might as well also let us know what file(s) you're trying to download if you like.

     

    Please let me know how long it takes for a site to load. If also testing downloading a file, time that as well. There's a tool GabeU used that times page loading, but I don't recall so using the stopwatch on your phone will suffice.

     

    Please also provide the device details (model and software version) as well as which browser and browser version you're using. Of course if either of those need updating, I recommend doing that before testing.

     

      Your cooperation, patience, and understanding are much appreciated.

     

    Thanks,

    Liz

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    5 years ago
    maratsade wrote:

    The Chrome app GabeU mentioned was PageLoad times. 

    Good memory, and close.  It was actually "Page load time", but it's no longer available, unfortunately.  I still have it though.  

     

    I tried the one you linked to, and though the color coding from the most recently opened page spans all open pages, so that part can't be relied on if you have more than one browser page open, the stated load time itself is spot on.  I tried it side by side with Page load time, and the numbers were identical every time.  :)

     

    Edit:  The color coding bleed over may be due to the extension I use for opening new tabs as new windows.  When I set Chrome back to default, the color coding worked properly.  Still, the numbers are what's important, and they show properly regardless.