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Speedtest for me shows .75 mbps download - HughesNet Tech support said they showed 25 mbps

BrookeB
New Member

Speedtest for me shows .75 mbps download - HughesNet Tech support said they showed 25 mbps

I did the speedtest hooked up to my ethernet through the Speedtest on MyHughesnet and it was .75 mbps download.  I called Tech Support for help and after spending 35 minutes on the phone they said it was fine on their end so there was nothing they could do for me.  Has anyone experienced issues like this and able to solve on their own?  If so, how?  I want to cancel but I still have a year in my contract.  It has never really been fast but lately it's been unbearable.

3 REPLIES 3
GabeU
Distinguished Professor IV

Re: Speedtest for me shows .75 mbps download - HughesNet Tech support said they showed 25 mbps

@BrookeB

 

Are you sure you're not out of data?  You can see with the HughesNet Usage Meter, the HughesNet Mobile App, or on the Usage tab of the HughesNet MyAccount site.  

 

If you're sure you're not out of data, the next step would be running some speed tests, which the reps will need in order to be able to help with speed issues.  The protocol for the speed tests is as follows.  

 

 

To help the HughesNet Customer Service Reps get a head start on your speed concerns, please create a testmy.net account (if you do not already have one) and, while signed into that account, perform 3-5 tests during different parts of the day, then share the account results link with us here.

Most important points to remember during this test:
-do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)
-disable the WiFi while the speed tests are being performed
-use the manual 25MB size download test file 

-If testing upload instead of download, please use the manual 4MB size upload test file
-space each test at least 5 minutes apart
-post your testmy results URL here, it may look something like http://testmy.net/quickstats/yourusername


For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx  (due to being an older page, the test sizes are incorrect for Gen5 (please use the test sizes listed above, in bold, for Gen5))

The Reps are on M-F from approximately 8AM to 5PM Eastern. They will be the ones to address your speed issues, but they will need these tests to do so.

 

If you are unaware of how to disable the WiFi in the HT2000W, please see "How do I manage my built in WiFi modem?" in this PDF.  Please be sure to click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, then 2.4Ghz Guest, then 5Ghz, then 5Ghz Guest).  


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Brooke
Alum

Re: Speedtest for me shows .75 mbps download - HughesNet Tech support said they showed 25 mbps

Hi BrookeB, thank you for reaching out to us. I was able to find your account and it looks like you called in to cancel. If you would like, we can re-activate your services and continue to assist you! 

 

-Brooke

Brooke
Alum

Re: Speedtest for me shows .75 mbps download - HughesNet Tech support said they showed 25 mbps

BrookeB, I see your services were reactivated. I hope everything is well since we haven't heard from you. I'm going to close this thread due to inactivity, but feel free to make a new post and reach out to us if you have any concerns that still need to be addressed. 

 

Thank you!

-Brooke