Forum Discussion
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...
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
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.
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.
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.
The Chrome app GabeU mentioned was PageLoad times.
The following page load timer seems to work well with Firefox....
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.
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.
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.
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
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.
- 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. 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
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.
And as a fellow subscriber, I don't need your ill-mannered, entitled treatment of those who are trying to help you. This is a public place and you're making a fool of yourself in front of everyone. Kindly treat those who are trying to help you with respect.
bronccat wrote:
This is ridiculous.What's ridiculous is that's it's taken nearly two weeks and eleven pages to even get to this point. With the very first reply instructions were given for how to get help. It took nearly a week before you even said "I don't have an ethernet port", which should have been your first response to that first reply, and with the interim being filled up with complaints about the phone reps and various other things.
Then, when the tests are finally does and a rep responds to help you and asks pertinent questions to respond to the plethora of complaints you've made, you decide to start making demands of what you want and what you are willing and not willing to do, as well as making bombastic comments. Either take the help or don't, but for you to treat the people who've tried to help you the way you are is not only ridiculously disrespectful, it's needlessly immature.
Good luck to you.
- What's ridiculous is that it's taken this long to get to a real person Liz
Who's trying to help - because they cannot provide tech support over email or chat (when speeds are slow). GabeU you have been very helpful and I thank you for that.
As far as my bad attitude goes, others have reached out to me about the absurdity of this process.
I think it's also ridiculous that the best support they can offer is in a public forum.
No, I don't have patience for this process. My full time ISP is full of local kids who can fix things over the phone in minutes - typically because I am savvy and I do all of the basics before involving anyone.
Yes, satellite IS is more complicated - I get that - but the base logic I am saying over and over is sound.
The first issue to be dealt with is the DL performance of the ethernet connected device - and Liz said the same before. Now we're back to wifi issues with other devices?
I wish you no ill will, I know you have both tried to help (and have done so in some instances) but I feel like we are staring the root, known issue in the face and taking the loooonnnggg way around the barn.
I am not mad at Liz - I know she has to feed the engineers - but that doesn't mean I am not going to express my disgust with this process and try to stay on point. If you do that you will be dead in the water until it is re-registered with the help of an authorized tech.
That should only be done as a last resort and while on the phone with said tech.
Not necessarily.
You're assuming it's a problem with the modem. To me it sounds like something/things local that is/are using the modem. They've already isolated everything between the modem, satellite and internet as being fine, and that's the only logical thing left.
I will let you know. Hopefully on Wednesday. Will they be able to communicate with me via email or text (VOIP Text)?
Thank you, I will tell them to prep for Wednesday. They will be monitoring your site, no need for any communication. Should anything change, please let me know.
-Liz
- I would think that actual communication is warranted at this point.
I desperately reached out yesterday via chat (from elsewhere) and was told that "I was informed to inform you that the issue has been sent to the corporate office and that the will be notifying you from their office".
That's was literally what was sent - right before I asked for a transcript twice and was told "Do to security concerns we do not email out information"
Again verbatim.
Also was told on FB messenger that this would be addressed and haven't heard a peep since last week. Nor have my messages been read.
Please put me in direct contact with someone who can address this. 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
- Liz
I understand what you're saying - but understand what I'm saying.
Remove streaming from the conversation for a moment. Let's solely look at the speed tests - as they are by far the most reliable, quantifiable data. Anything beyond that is totally subjective.
My point is - we KNOW that there is a speed issue from the router to the laptop via ethernet (speed tests) and the router to the phones via wifi (speed tests) and the router to the firestick (via wifi) as indicated by slow connection speed warnings.
So, let's go back to the laptop.
It wasn't running any of the streaming apps.
If I came to you and said "here are my speed results from my laptop connected via ethernet cable - and I tested because browsing and file transfer were sluggish"
What would you tell me to do next? Because that, in reality that is where we are.
If that doesn't get us to the next step - then what?
Am I to wait a week to drive down there, update my apps, send screenshots proving I did - then run a speed test on a TOTALLY separate device just to prove that it wasn't the streaming apps? Because that's what is being asked of me. 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
