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Three Days of extremely slow and unresponsive internet connection.

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t.steven
Sophomore

Three Days of extremely slow and unresponsive internet connection.

Hello, I am here to post about an issue I have had over the last 3-4 days now. A few days ago I had some power outage flashes about 4 in the span of an hour. ever since then my internet service has been acting up.

 

I will start by saying that everything on the system control center looks good. Signal Strength is averaging between 110 and 120, no problems detected on any of the other system status info page. Web Responce tests show download speeds of 1 second or less. Speed Tests show same results. I have run Connectivity Tests multiple times and show average delay below 700 ms and 0% packet loss almost every time. Ocassionaly I will get a average delay of over 1000 but not too often. So, no problem there. I have power cycled the modem at least 4 times in the last 3 days and still end up having the same issue. I have run just about every troubleshooting step I know that I am able to do on my end.

 

My issue is this. Web pages load extremely slow if at all. Sometimes they just time out. browsing any web page that is heavily media based pretty much doesn't work or it takes about 3 minutes for the page to load. I cannot brows facebook or any other social media sites also including youtube. I cannot watch small low quality video clips as they start to load Then they stop and buffer indefinitely, no matter how many times I refresh. Even low media based web pages take a minute or longer to load. I have also run about 4 different anti-Malware, Anti-Virus programs. Computer is clean. I have checked my LAN cables and connections to the modem and all seem to good to go.

 

I have checked the advaced configuration section of the System Control Center and have had some red X in the uplink issues line. I have seen red X in the Association, TCP Acceleration, RTT, DNS Acceleration[N] and DNS Acceleration[I] lines over the last few days as well, however they seem to fix themselves. The problem I am having makes me think there is a more underlying issue that I cannot see. I would like to get some help to resolve this problem I am having. As right now I am really not able to use my service much at all.

 

Any Help or insight would be greatly appreciated.

49 REPLIES 49
C0RR0SIVE
Associate Professor

@Liz

You may need to schedule OP later, I don't think OP will be able to reschedule as they seem to work night-shift and have already hit the hay for the day and probably wont be able to reschedule in time.  Unlikely OP will be able to be present between 2PM and 5PM tomorrow since they work tonight.

What @C0RR0SIVE said.

 

I am usually in bed no later than 1pm EST and asleep t'ill around 8pm. Chances are I won't be available during that time. If a reschdule can happen, if there is any time where they could be here anywhere between 9am and 12pm that would work better. It doesn't have to be tomarrow or anything. Atleast I can access this forum okay and other needed things. But a reschdule would be better if we can fint something in that time line. Thanks in advance if you are able to work something out.

Hi t.steven,

 

Last I saw, I thought I saw the next available morning slot wasn't until next Tuesday, so I took a chance with tomorrow's slot, I'm sorry that doesn't work out for you. I sent an e-mail request to our installs department about a reschedule, but I haven't gotten any confirmation back yet. 

 

I do see in the notes that your dealer has already reached out to confirm the appointment. You can contact them directly to discuss rescheduling:

WeConnect Enterprise Solutions LLC (844) 560-8060

 

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Slow performance? Click me!

@Liz

 

Alright, thank you. I will do that. And yes they did contact me, but was while I was asleep. I will take care of that this morning and give them a call. Thanks for the heads up!

Good to hear; hope the site visit, whenver that will be, goes well!

 

Looking forward to hearing how it goes.

 

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@Liz

 

Alright, I wanted to wait a couple days before I responded. Tech came out re-aligned my dish, said it was way out of sync, had no problems fixing it. Everything went well and so far as well as I can see. My services are functioning as normal as can be expected. Apparently due to lots of rain and melting snow over the years caused the area my dish is located to erode enough for the post my dish is attached to move. That seemed to be the most probable cause of the alignment issue. All is well on my front now.

 

I appeciate all the communication and troubleshooting from all individuals who posted and were involved to help resolve my problem. Thanks for your time and efforts.

Good morning t.steven,

 

Thank you for the update. Glad to hear the site visit was productive and that your service is running normally again. Please don't hesitate to drop by the community again if you have additional concerns.

 

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@Liz

 

Alright, after a few days. the problems seem to be coming back. Everything was A okay for a while, but now there seems to be something wrong with my network connection. Although everything may look okay from a general diagnostic view.

 

This is what my hourly history is consistently looking like. Since you won't be back until after the weekend. I will just leave this here.Current Hourly History.jpg

 

It clears up for a little bit and then it starts again. I tried pinging Hughesnet in my command prompt and all requests timed out. I ran a few WinMTR tests with certain servers and am averaging between 2-5% packet loss with those servers in some cases 10% and latency spiking as high as 2-4000+ MS although will average out arround 6-800ms but those spikes are consistent every 10-15 passes. The hughesnet speed tests and web response tests don't show any abnormalities however WinMTR, Pathping and Tracerouts show issues with my connection. It's  times like this I wish Hughesnet wasn't my only option.Smiley Frustrated

 

 

Edit: One other thing I noticed. It only starts to do this when my bonus period ends. When my any time hours start it all starts to revert back to performing poorly. When my Bonus period starts everything is fast and acting as it should. Also getting red X in DNS Accelertion [N] from time to time as well. Not sure if this helps any.

Good morning t.steven,

 

Thank you for these updates. Please keep an eye on your system performance over the next few days. I see you've been having rain and thunderstorms at your location since Wednesday, and I'm sure engineering will point that out first if I escalate right away.

 

I am curious about your slow speeds happening once bonus hours end. Can you please create a testmy.net account and run a batch of 3 tests when you see the slow down? Post your test results link here in your thread.

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)
-use the 12MB size download test file ONLY if on Gen4 Service Plan
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE


For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

 

Your cooperation, patience, and understanding are much appreciated.

 

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Slow performance? Click me!

I ran the tests as I already have an account set up on Testmy.net.

 

http://testmy.net/quickstats/Darkling1984

 

Even with the issues I am having, download and upload speeds look okay. It really doesn't show me anything, at least nothing I can identify.

 

Even when my current hourly history shows Uplink issues and DNS Accelleration porblems. My download and upload speeds seem to unaffected. Not sure how much help that is going to be to be honest. That is the problem. I don't think that is the problem. But then again. I cannot say for certain. Do with this information as you deem necessary. Thank you!

 

As for the storms I have had in my area, that was one night and they passed the next day, however last couple days have been clear with light overcast skies, and the problem still remains. I had a similar problem like this about a year and a half ago and I don't remember what happened that fixed the issue.

OK thanks for the information. Just to clarify, despite the speed test results, you are experiencing slow speeds, correct?

 

Does this slow browsing experience happen with every site you visit or only specific sites? If only certain sites, which ones?

 

 

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Slow performance? Click me!

@Liz

 

Yes, I am experiencing slow speeds. The web pages I primarily use as I don't really use too many. The main ones are Battle.net for access to Blizzard's video game web pages. facebook.com, twitter.com, google.com search engine and youtube.com. I have issues with most of those, but Facebook and youtube are primarily the worst when it comes to loading. Blizzard's Battle.net web pages for their video games also have issues loading as well. They start to load like normal and fairly quickly however more times that not they just stay idle when they try to load. and I have to constantly refresh the page just to get it to load properly.

 

Just an example I also notice large spikes in the delay when the problem does occur. One other thing to add. I left my computer active to the internet while I was at work and I did notice some problems while the system was idle. Example below.SCC.jpg

That was during my bonus period as well. So maybe I was wrong to some degree. I also had 3 or 4 red X in TCP Acceleration during that hour which I didn't get screen captures from before they were overwritten. Had some issues connecting to the system control center during those moments. I am just trying to give you all information from my end that I can to help in diagnosing the problem I am having. I will also continue to do so when a problem arises.

 

FYI: It is now past my bed time. I will be asleep and be gone for work in about 7 hours. If you respond before then. I will try to catch the update before Thanksgiving and respond. If I am unable to do so. I hope you have a good Thanksgiving and will continue to communicate with you after the Holiday. Thank you!

 

This was posted yesterday but I went to edit something and it deleted and or something screwed up my post somehow, so here it is again... Sorry for the multiple posts if that happens.

Ah that explains all the notifications but seemingly no new posts, thanks for the info! I'll pass this over to engineering for their input. I'll post back once I have any updates or questions for you.

 

Your cooperation, patience, and understanding are much appreciated.

 

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@Liz

 

Just wondering if there are any updates at this time. Been a week understanding that Holiday and weekend fell in to that as well. Just wanted to know if there are any problems. Or what the next step may be. Thanks.

Good morning t.steven,

 

Thank you for checking in. I'm still seeing that your LAN cable isn't plugged in, or at least the modem isn't recognizing that a LAN cable isn't connected. Have you been disconnecting it? If not, are you able to switch out the LAN cable with another one to see if that makes a difference? I've asked this earlier but I don't believe I got confirmation that a cable switch was made.

 

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C0RR0SIVE
Associate Professor

@Liz

Is it possible that t.steven has his computer directly connected?  If so, some computers will completely power the NIC when off when shut down, or put to sleep, which would show the LAN cable as being disconnected on the modem diagnostics.  Pretty sure the modem has a log that shows the name of devices most recently connected, would be rather easy to tell the difference between a computer and other device types.

I think last time the OP elected to leave the computer on for your LAN cable testing last time.

@Liz

 

My computer was in sleep mode for a couple hours. I didn't expect a reply this quick. When my computer is in sleep. It automatically loses LAN connection with my modem. It is now active again. Will leave my PC on so you can conduct your diagnostics.

Thanks t.steven, I was able to run diagnostics on your site. Let me send you our latest model modem, the HT2000w for free. We recently got authorization to send these out so let's give this a try. Please let me know if you see any difference in performance. You can hang onto your HT1100 just in case you need to switch back, we won't need that sent back to us.

 

Once you receive the HT2000w modem, connect and power it on up to an hour so it will be activated automatically. Here's the user guide for the modem for reference.

 

Your cooperation, patience, and understanding are much appreciated.

 

 

 

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Slow performance? Click me!

@Liz

 

Alright, thanks. When I recieve it. I will hook it up and give that a try. I will post back with results once I have done so. Smiley Happy

@Liz

 

Just curious. Any ETA on that modem? If anything has changed, I would appreciate an update. Thanks.

Good morning t.steven,

 

Thank you for checking in, not sure what happened, but I've placed another order for the modem. You can track the status here: rmastatus.hughesnet.com You'll just need your SAN and zip code.

 

I do apologize for the wait. Please let me know how this modem works for you.

 

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!