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

Liz's avatar
Liz
Moderator

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'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.

  • 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.

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

    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. 

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

  • bronccat's avatar
    bronccat
    Junior
    5 years ago
    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.


  • bronccat's avatar
    bronccat
    Junior
    5 years ago
    Liz

    $&,@,@ well my lengthy reply disappeared so I'll have to redo all of that later.

    I'll say this in response to everything:

    1) None of these devices have any issues anywhere else in the world except for on this network.

    2) I have tried most all of this - I have even tried another wireless router

    3) My phone is UTD according to my phone. Android agrees.

    4) ALL THAT REALLY MATTERS IS THAT MY LAPTOP, CONNECTED VIA ETHERNET IS DL WELL BELOW 1MBPS!!!

    This is ridiculous. There can't be any better proof that there is a real issue than what I have provided with the logs thus far. All of the other discussion about different devices and URLs is completely wasting my time.
  • bronccat's avatar
    bronccat
    Junior
    5 years ago
    maratsade

    Kindly keep your opinion to yourself - and you certainly don't need to start telling me what to do. I'll $&,@ well express my angst at this situation and process if I so please. You are such a HN apologist.

    I'd prefer that you recuse yourself from this conversation entirely after this and prior comments you've made. Don't need your static.
  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    5 years ago

    You should perhaps go back to the phone reps, then. May be more your speed.