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.
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.
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.
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.