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Speed issues, can't stay on chat for Help

bronccat
Junior

Re: Speed issues, can't stay on chat for Help

@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
Moderator
Moderator

Re: Speed issues, can't stay on chat for Help

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

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

bronccat
Junior

Re: Speed issues, can't stay on chat for Help

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).

 

 

bronccat
Junior

Re: Speed issues, can't stay on chat for Help

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.

bronccat
Junior

Re: Speed issues, can't stay on chat for Help

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.

Liz
Moderator
Moderator

Re: Speed issues, can't stay on chat for Help

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

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

bronccat
Junior

Re: Speed issues, can't stay on chat for Help

@Liz

Screenshots?

As for the app thing, it's not going to fix this and feels almost like busy work TBH. As I said the symptoms are across the board, the apps were UTD before I went down and the speed tests don't lie.

I'd prefer we discuss viable fixes and trouble shooting. I don't want to go back down there with no ability to chat or make phone calls and this not be resolved.

I really need some answers and I have been beyond patient.

Thank you.
maratsade
Distinguished Professor III

Re: Speed issues, can't stay on chat for Help

It's to your benefit to do the troubleshooting that the reps ask you to do. You want solutions and they want to find solutions, but they need your cooperation. They can't improve things if you won't troubleshoot. 

bronccat
Junior

Re: Speed issues, can't stay on chat for Help

I'm not there and its busy work. No way a video streaming app is going to create slow speed test results.

I need results. Again, I am not there so there's no point in me updating those apps and proving that I did.

I explained all of this above. There is a problem and I need it resolved - and updating Hulu isn't going to fix the testmy results. $&#*@?

Now, all of that being said, if I have to jump through hoops before they are "allowed" to escalate - then just say it.

BTW, this isn't a CO-OP I'm a paying customer and expect better. I'm not going to apologize for my frustration either.
maratsade
Distinguished Professor III

Re: Speed issues, can't stay on chat for Help

I understand your frustration and sympathise with your situation -- still, the reality is, you need to follow their troubleshooting steps if you want to at least have a chance at service improvement. They're not asking you to update your apps and do other things because they're bored and want to mess with you; they're asking you to do these things to help them figure out what's going on -- they don't live with you, so they need you to do troubleshooting, especially since your equipment is running as expected (state code 0.0.0); this indicates there is a problem on your side. Takes a while to do the detective work to figure out what's going on. 

 

If you're not willing to follow their instructions, that's your right, of course, but since their tech support depends on your following their instructions, you're painting yourself into a corner here and you're getting stuck.  Your other option, of course, is to find alternative services, if they are available in your area.