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. 

Hi bronccat,

It's ok to be frustrated, I understand.

Our diagnostics show the HughesNet equipment is functioning normally. However, we don't know the details of the devices and apps you're using to stream, which may be affecting your internet performance. You may see a difference if you stream on updated apps and devices. Without the ability to troubleshoot further with you, the root cause will remain unknown.

-Liz

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.

Thank you bronccat, I got your screenshot.

I get what you're saying, I'm only asking you to update your streaming apps because you brought up streaming as a concern so we're working on that.

If you would rather we focus on general browsing or downloading files, we can, I just need details on that as well. These are the sort of questions that engineering asks me; we focus on the online activities because on our end the diagnostics and our tests show we're delivering more than the usual plan speeds to the modem. We look at TestMy.Net results to see if it matches up with our results and if they don't it indicates where we should focus our efforts. 

Hope that clears things up.

-Liz

NM

Liz THANK YOU!!!!

Yes, let's focus on why the Speed results are what they are.  If that gets fixed, all else will follow.

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

The Chrome app GabeU mentioned was PageLoad times. 

Thanks - DL files is the clearest example.  Glasswire download (48mb) took just over 8 minutes when I installed it before we left (notes lol).

Firefox 82.0.2

Laptop

OK great, also when was this download completed? Are there other downloads/sites which are loading slowly?

-Liz

10/25.  Every DL has been painful.  I had several page loads simply time out on my phone (like Redbox).

Sent 11mb file on 10/22 - took 2 minutes

And this was even when the laptop was isolated? Which sites time out on the laptop (let's focus on that device)? How long does it take before the timeout error appears?

Moving forward I'm going on the assumption this is in your Firefox browser on your isolated laptop running Win 10, so for any data provided, please be sure it was gathered in those same circumstances. If there are other connected devices, delivered speeds are shared amongst them all.

-Liz

The email was before, file DL was after. 
Page load issue was more prevalent on phone, I only encountered similar on Laptop using FB.  I generally don't do much leisure on Laptop.

Also from notes, 10/25 6mb file took a bit over a minute to send.

I'll still consider how the 48MB file took ~8 mins to download on an isolated laptop, but instead of troubleshooting that further, we can focus on a single phone if that's where you're frequently seeing issues. If you want to go that route, please let me know its details:

Which version of Android?

Which browser and version?

How long it takes to load a page on that phone?

Let me know on which network that device is connected (2.4 GHz or 5GHz)

As always, when testing a device, please isolate it. When testing a wifi device, ensure all other wifi devices have their wifi turned off. 

It would be easier to disable the wifi network that's not being used by the test device.

If possible, test when a few feet away from the HughesNet modem. 

If using the 2.4GHz network, please note any other appliances in the house (garage door opener, baby monitor, cordless phone, etc). Even though they don't connect to your wifi network, they still also use the 2.4GHz frequency and may have an effect.

-Liz

That's up to you - we can stick with laptop or do both.  Issue with phone is I have no historical data written down. 

Best recorded data I have for everything involved are the testmy results

Starting 10/25 all tests were on the isolated laptop

Prior tests were mostly on my android - and it was isolated

We turn wifi off of devices (firestick) when not in use - and my fiance keeps her wifi off

We have no neighbors within wifi range (or close)

It's only the two of us and 4 devices

There are not other electronics in the house and I am always on 5 ghz - except then I intentionally went to 2.4 ghz to test - which doesn't make a difference

Browser Firefox 82.1.1 (Build# 2015770923)

Current and last UD 10.21.20

Samsung S8+
Android version 9

Regarding the Android, the latest version is 11 so I suggest updating that. Also, the network analyzer app from Netgear provides a lot of useful insights, like whether there's any interference on the network and suggests which channel to use. On your own you can try troubleshooting your phones with that. 

Typically for troubleshooting wifi devices, our engineers suggest first switching networks to see if there's a difference (I see you've tried that), and then to also power cycle the modem and the wifi device. 

To power cycle the modem, the power cable should be disconnected from its power brick (not from the back of the modem) for at least 20 seconds before replugging. A device can just be powered down for 20 seconds before turning it back on.

First lets check on the directly connected laptop with wifi on the modem disabled so we're sure it's isolated and gather this info:

Which URLs are you testing (I suggest whichever one's you frequetly struggle with)

How long does each URL take to load?

Have you ever been able to successfully visit that URL?

When did you first notice having difficulty visiting that URL?

Have there been any changes to your system prior to your concerns?

Does disabling Web Acceleration make a difference? (Enter 192.168.0.1 in your browser then follow the steps here to find where to toggle Web Acceleration: http://hninfo.us/WAS)

Does this happen in different browsers?

Does this happen even after clearing your browser cache? (How-to here: refreshyourcache.com)

What time did you test these URLs? 

Is there any difference in page load times if done at different times of day/night? I suggest checking in the morning, midday, and evening if possible.

I know this is a lot to do, but this should be enough to present to engineering if we can't pinpoint a root cause.

Your cooperation, patience, and understanding are greatly appreciated so that we can address your concerns.

Edit: More troubleshooting steps typically suggested by engineering:

Disable uPnP, any difference in load time??

Change security setting from WPA2 to WPA/WPA2 in wifi settings on the modem

Disable IPv6

-Liz

---

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.

bronccat 

The following page load timer seems to work well with Firefox....

https://addons.mozilla.org/en-US/firefox/addon/load-timer/

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.