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Two Months of Slow Speed, Even After Gen 5 Upgrade

Liz
Moderator
Moderator

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Hi Colby,

 

Thank you for your patience while your case was investigated. The engineer just informed me that he didn't notice any issues with your site in particular, but he made an adjustment to yout site anyway and sees no issue now. Please let me know how your system performance is now.

 

Regarding unidentified data usage, I suggest checking our stickied thread on that topic.

 

Your cooperation, patience, and understanding are much appreciated.

 

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.

Colby
Sophomore

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Hi @Liz,

 

My slow speed issue has improved. I'm somewhere around 15-20 mbps on the download speed tests for the past week or so (7mbps tonight for some reason). I'm still having some issues with brief drops in service. I really only notice it when I play an online card game (that I've played for around 4 or 5 years with no issue). Kinda sad, but this is mainly what I use the internet for, so pretty frustrating.

 

The diagnostics show some errors with uplink. I also notice packet loss happening more often than it did before all of my issues began. When this happens system control says that I have limited connectivity to the gateway. This has been happening even during clear weather. Browsing is decent now, but its frustrating when I have regular periods of packet loss and brief drops in service.

 

Thanks for the help.

 

Colby

Liz
Moderator
Moderator

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Good morning Colby,

 

Thank you for this update, glad to hear about the improved speeds, but we definitely want to look into this intermittent connectivity. I'll run new diagnostics to to be sure everything else is ok. We'll post back once we have any updates for you.

 

Your patience and understanding are much appreciated.

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.

Colby
Sophomore

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

@Liz, thanks. I've ran several speed tests and my upload speed seems slow. I know upload is advertised as up to 3mpbs, but my upload is around 600 kbps. I'm not an expert on this by any means, but it seems like this should be higher. I was previously told by tech support that "upload is not that important",  but seems like it could be a problem when I'm playing the simple, turn based card game. Which like I mentioned before, is my primary use of the internet. I had no issue with this for several years on the gen4 plan, so something is up after switching to gen5.

 

I know you're busy, but thought this information may be helpful.

 

Thanks,

Colby

Tags (1)
Colby
Sophomore

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

@Liz

 

I wanted to provide an update on my issues. My connection drops seem to be getting worse over the past several days. I've ran a bunch of connectivity tests and I'm getting packet loss and "limited connectivity to the gateway" on a regular basis. I can run a test, no packet loss, 30 seconds later, 10-20% packet loss. I can run 10 connectivity tests within a few minutes and am consistently showing packet loss. This happens most of the evening.. This happens when there is clear weather outside. This makes attempting to use the internet very difficult and frustrating. I'm really hoping you can help me out with this issue because I don't know any other way of resolving this. I can't call customer service because that has not helped in the past. It will most likely be escalated and I will most likely never hear back from them, delaying this being resolved.

 

Thanks for any help you can provide.

Colby
Sophomore

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

@Liz

 

Any updates on this? All throughout the day, even on days with good weather, constant "limited connectivity to the gateway" and packet loss. This happens on wifi and directly plugged in. Nothing is blocking the dish and everything is connected tightly.

 

I know you guys are busy dealing with issues of other customers, but this has been going on for far too long. I haven't had a reliable connection in months. Yes, the speeds are back up to acceptable levels, but I am constantly disconnecting.

 

I hope someone can provide an update soon. 

 

Thanks,

 

Colby

Liz
Moderator
Moderator

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Hi Colby,

 

Thank you for your updates, I do apologize for the delay. I've pinged engineering and included some new updates. I ran diagnostics on your site and also see the packet loss, so I've included that while reaching out to the engineers.  Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

 

  Your cooperation, patience, and understanding are much appreciated.

 

 

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.

Colby
Sophomore

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

@Liz Thanks for looking into this for me. Its very frustrating to deal with! 

Liz
Moderator
Moderator

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Good morning Colby,

 

Engineering has an update planned for your gateway tonight which should address the intermittent connectivity you're seeing. To be safe, please power cycle the HughesNet modem before you use the internet tomorrow. To power cycle the modem, unplug the power cable from its power brick and replug after 30 seconds. Allow some time for the modem to recover before attempting to browse. Please let me know if the disconnects go away after this.

 

 

 

 

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.

View solution in original post

Colby
Sophomore

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

@Liz

 

Sorry for the delay. It was raining for the first couple of days after the update, so I couldn't tell if it fixed my issue. Anyway, so far it appears that my issue is resolved. I haven't had any random disconnects for the past several days.

 

Thanks for all of the help! I really appreciate it!