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Tips for getting help with slow speed issues

Sophomore

Re: Tips for getting help with slow speed issues

The following is a quote from Patrick Fisher who at the time was an engineer for Hughes. Could still be. I don't know.

If you just want to know why Hughes is sending everyone to testmy.net to run speed tests, scroll down to the bottom of the quote. This further explains why other speed test sites rarely or ever confirm results produced at testmy.net.

 

"Patrick Fisher (Employee)

Also, a little more information on why we have our own test. (And no, it's not so we can doctor results).

Speed Test sites have many ways at their disposal to measure your speed, and they all do things differently. Some use Adobe Flash to measure speeds, some use Java, and some use your browser and JavaScript. Sometimes they use multiple connections, and maybe to multiple servers. Or maybe just a single connection. Some try to detect your location, which is tricky because as a satellite network, the address that matters is the location of your gateway, not your own location or where the IP address is registered. So they might pick a server in Kansas, or you might pick a server in New York where you live, but your gateway is in Washington state, thousands of miles away. Then, just to complicate things, we have a number of acceleration capabilities which try to improve performance over satellite by compensating for latency.

The end result of all of these variables is that we have no idea what they are actually measuring. A Speed Test might think it is giving you more accurate results by using weird tricks to get multiple measurements at once and combine them, but maybe our acceleration software interferes with that trick and makes it look better or worse than it is. Or maybe the speed test you pick has congestion on the internet link between them and us. Or maybe they pick a server that's thousands of miles from our gateway, so you have to deal with a bunch of extra internet latency. When we have all of these questions (and when we have no control or even information from the speed test provider about how it works), then we don't really get any useful information from external speed tests that we can use to troubleshoot. Finally, the one variable that they do show - uncontrolled internet links between us and them - is both rarely a problem, and not something you or Hughes is able to fix.

Our speed test is a simple test, which is designed to do us a couple favors:

1) We use Java, so that we can completely bypass your browser and any extensions or plugins, like Adobe Flash, that might introduce other variables. We don't have to question whether Adobe is doing weird things or your browser is crawling because of other extensions.

2) We log the tests, both so that we can see the tests you as an individual have run, and so that we can run reports on all of the speed tests for users in a given area, on a specific gateway, etc. This helps us identify performance trends versus performance problems that might be caused by a single user's configuration or LAN. If everyone else on your gateway or in your beam is getting good speed test results, but you are not, we can zero in on the things that are unique.

3) We control, manage, and monitor the links between gateways and speed test servers, so we can eliminate external factors like internet bandwidth as a culprit.

4) We can skip certain satellite optimizations as described above.

We do actually go out of your gateway on the same internet connection that your real traffic uses, to get to our speed test servers. So we aren't cheating by under-sizing our internet pipes and showing you just the satellite link, either.

Hopefully this helps shed some light on why we encourage users to use our own speed test service."

..................

One unfortunate issue with TestMy.net (since they really do have a very good, simple and accurate test methodology) is that our compression software is particularly good at compressing their data.

Much of the web traffic that we send toward your terminal gets compressed by our acceleration software. What that means is that if a web page has a 1MB JPEG image, we might compress it and only send 500KB over the satellite link before it gets decompressed on the other side by your terminal. If your connection is 2Mbps, we can effectively send you that 1MB image at a speed of 4Mbps. (As an added bonus, only the smaller size gets counted against your download allowance - we always pass the benefits of our acceleration on to users)

TestMy.net's data gets compressed by this, so they send you a (for example) 2MB file, we compress it on the fly to 500KB, and they get 4 times the actual raw speed of the link.

This makes their test accurate for seeing the effective throughput for compressible data, but not necessarily for something like a bulk file transfer. The Hughes test shows the actual raw speed of your connection, skipping that web acceleration."

 

Best, Curtis

Assistant Professor

Re: Tips for getting help with slow speed issues

curtis-m, much has changed since then. The not least of being even the HughesNet test no longer uses Java and they have admitted it has some problems of its own right now. My personal experience the Testmy.net results are about 95% accurate or a bit more, it does report high every so often though.

Distinguished Professor IV

Re: Tips for getting help with slow speed issues

Things have changed over time, and testmy.net is one of the two tests that are officially accepted as accurate, as is evidenced by every single time an official rep asks for these tests of a customer.  

 

To further attempt to sabotage and confuse customers who are needing help with their speed issues is completely counter productive.  It needs to stop.      

 

 


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Sophomore

Re: Tips for getting help with slow speed issues


@BirdDog wrote:

curtis-m, much has changed since then. The not least of being even the HughesNet test no longer uses Java and they have admitted it has some problems of its own right now. My personal experience the Testmy.net results are about 95% accurate or a bit more, it does report high every so often though.


BirdDog,

 

I'm happy for you and I'm happy for anyone else who isn't dealing with snail internet. My test results with testmy.net are often times  200% higher than what I get elsewhere. I just did a speed test that showed a download of 2.7Mbs, which is approximately 50% of my "up to speed." Wonderful. But on Speedtest.net, which doesn't  favor Hughe's compression software, I just got a download speed of 1.7Mbps.  But that's not the end of this. For whatever reason it is now taking me approximately 60 seconds to download a web page. It takes more than that to refresh the community pages.

 

So walk a mile in my shoes. How would you like to be sitting where I'm sitting and watching the spin, spin, spin for up to and sometimes over a minute?

 

Best, Curtis

Sophomore

Re: Tips for getting help with slow speed issues

Hi Gabeu

 

You said: "To further attempt to sabotage and confuse customers who are needing help with their speed issues is completely counter productive.  It needs to stop."

 

That's quite an accusation. If the truth is no longer accepted as a baseline, then, yeah, you win.

Distinguished Professor IV

Re: Tips for getting help with slow speed issues


@curtis-m wrote:

Hi Gabeu

 

You said: "To further attempt to sabotage and confuse customers who are needing help with their speed issues is completely counter productive.  It needs to stop."

 

That's quite an accusation. If the truth is no longer accepted as a baseline, then, yeah, you win.


Sowing dissent and confusion in the guise of being helpful because you are frustrated that you aren't receiving the service you feel you should helps ZERO people.

 

First, you constantly tell people to not bother listening to anyone but the reps, as doing so will send them on a wild goose chase.  Subsequently, with this latest post, you basically tell people to not even listen to the reps based an old quote by a tech that may have applied at the time, but has subsequently been refuted pretty much every where it has been posted due to the facts listed in a previous post, and again, almost everywhere this quote by the tech is posted.   

 

We get it.  You are not happy.  STOP trying to confuse and sabotage people's attempts at getting help with their issues because of that.  Constantly applying your experience as the rule and cause of everyone else's problems is nothing BUT counterproductive.  Doing so helps NO ONE.  There are processes and steps to help each of the most frequent issues, and when you have someone refuting those processes because they have a grudge does nothing more than make it that much harder for anyone to trust the process and the people trying to help.  So please, STOP.  This is a place to receive help, not vent your frustration at the cost of others.  

  


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Honorary Alumnus

Re: Tips for getting help with slow speed issues

As I have stated many times ....

Curtis is on a 9000 system, using a single beam out of 120 in the case of Spaceway-3, has a truck-roll pending, is off-grid with goodness knows what in terms of sine wave output being hopefully all tied together with some type of proper ground.

There are in use:

HN7000s systems

HN9000 systems (both monthly and daily)

HT1100 J-1 system

HT2000w J-2 system

 

Distinguished Professor IV

Re: Tips for getting help with slow speed issues


@Gwalk900 wrote:

As I have stated many times ....

Curtis is on a 9000 system, using a single beam out of 120 in the case of Spaceway-3, has a truck-roll pending, is off-grid with goodness knows what in terms of sine wave output being hopefully all tied together with some type of proper ground. 


Exactly.  While problems may seem similar, each person's situation is unique to them.  And while the solution is sometimes unique to them, as well, the testing procedures most often begin in the same way.   


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Sophomore

Re: Tips for getting help with slow speed issues

I have just reviewed some of the threads in which people are complaining about slow speeds and asking for help. Some of these threads are months old with no resolution. They are following the suggestions to do speed tests and supplying the results. Still no resolution.

 

CORROSIVE posted the following a few hours ago:

 

"rlucken,

You might want to call and see about getting an upgrade to Gen5, as there may not be much they can do for Gen4 users as of this moment till the load on Jupiter One is decreased.

Thanks,
C0RR0SIVE"

 

This is what I've been saying for quite some time. The satellites are oversubscribed and until this load is reduced then a person can do all the speed tests they want and nothing is going to change. The solutions listed in my original post are the only solutions available now.

 

I have a cell phone and provider. If I have a problem, I can call and talk to someone in the U.S. and my problem will be resolved before the end of the 1st call. This kind of customer service is not unique to my cell provider, but when it comes to Hughe'sNet then that's another story.

 

Best, Curtis

 

Sophomore

Re: Tips for getting help with slow speed issues

Just read the first post. It's all there.

 

Lately even the Mods are suggesting that the only solution to slow speed issues is an upgrade to Gen 5.

 

But the upgrade comes at a cost initially along with an increase in monthly bills.

 

GL