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Tech Support

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Tech Support

On 12/24/2017 I spoke to a Technician named Tom. He gave me a ticket #108377264. He said my upload speed is too low. I called because I am unable to watch Netflix. Every one minute it buffers. I have it set on standard definition and the weather is clear. He said that he escalated the ticket to go to an engineer and that someone would call me the next day. The next day being Christmas I didn't expect a call. Today is 12/28/2017 and I still have not received a call. I am paying for something that I cannot use and no technician has called to follow-up to date. If nothing is done I will not pay in January. My contract is almost up. I would appreciate some support. Thank you

1 REPLY 1
Distinguished Professor IV

Re: Tech Support

@sue2u

 

Unfortunately, the reps aren't going to be back on until Tuesday.  In the meantime, it would be beneficial to get a few speed tests in at testmy.net to not only verify the problem with the reps/engineers who help through this site, but also give them some needed info about your speeds.  The instructions for the speed tests is below.  Normally the download speed tests are the more important of the two, but because your issue may be as a result of slow upload speeds, they should be done, as well. 

 

 

The following layout contains the protocols for the test, but I'll list some of the more important ones here.  Make sure to create an account at testmy.net (if you don't already have one) and run the tests while signed in to that account (that will keep all of the results together for the reps/engineers to look at).  Make sure to run the tests with a device that's connected directly to the modem with a LAN cable (no WiFi).  This eliminates any problems that can be caused by WiFi.  You should also disable the WiFi in the HT2000W modem while running the tests.  That will ensure that nothing else is sapping any bandwidth while running the tests.  If you don't know how to disable the WiFi in the HT2000W, please see "How do I manage my built in WiFi modem?" in this PDF.  Make sure to use the manual 25MB download test size and the manual 4MB upload test size when running the tests. After you have a few tests run, please paste your testmy.net Results URL into a reply on here, which will enable the reps/engineers to see your test results.  To do so, while signed into testmy.net, click on Results on the upper right, then, while on the Results page, copy the URL in the address box of your browser and paste it in here.   

  

Again, the following layout contains the speed testing protocol, including much of what I just listed.  

 

 

To help the HughesNet Customer Service Reps get a head start on your speed concerns you should create a testmy.net account 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.

Please keep in mind that HughesNet will only accept testmy.net and the official HughesNet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.

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 25MB size download test file ONLY  

-If testing upload instead of download, you must use a 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

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.


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