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Unusable During Peak Hours

Unusable During Peak Hours

Is it reasonable to expect a usable service during peak hours on the weekend?  If no, then I will cancel my service (because I only use it on the weekends).  If yes, then read on for new new user experience and my cry for help:

 

8/30:  Installed new service.  Called in to report poor performance.  Was told it takes 24 hours for it to sync, so please try again later.

 

Called in a few days later to report slow speeds.  Some times they would time out.  Sometimes speeds were as low as 0.26 Mbps download and 0.01 Mbps upload.  After extended troubleshooting, my case was referred to Advanced Support with a callback promised in 3-5 business days.

 

Received callback and was told they had changed my beam and to test again.  Of course, Advanced Support only works M-F during non-peak hours.  So I had to wait until the weekend to test.  Performance was still really bad so I called the special number and pin Advanced Support gave me.  They said they would need to send a tech out to check the hardware and alignment. They said to call back on Monday if the service had not improved.

 

9/15: Tech came out, replaced the dish, the radio, and changed the alignment slightly.  Tested over the weekend and speeds; at times the speed test would not even complete.  Downloads were as low as 0.61.  Uploads were improved at about 2 Mbps.

 

9/18:  Called Advanced Support and the pin had expired, so I was transferred to a tech who wanted to start all over again.  For 30ish minutes, I tried to explain that I wanted to speak with Advanced Support because I had already been working with them and they had asked for me to call back.  He finally said he had "no way" to get me in touch with them and that my service looked great this morning and that they make "no guarantees" as to service level during peak hours.  After several requests, I was finally able to get to a supervisor who also stated that they had no way to get me back to Advanced Support.

 

If anyone from HughesNet wants to (or can) fix this for me, then please respond.  Otherwise, I see no option but to fight my way out of a 2-year contract for an unusable service.

 

 

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17 REPLIES
Associate Professor

Re: Unusable During Peak Hours

To help the Hughesnet Customer Service Reps get a head start on your speed concerns, you should create a testmy.net account and 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)
-use the 25MB size download test file

-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 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

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.

Re: Unusable During Peak Hours

I have already run dozens of tests and provided the information to the techs over the past couple of weeks proving that speeds are good in the morning, but unacceptable and unusable during peak hours.  There is a capacity constraint that should be easily identified with the existing data.  The question is whether additional data is really needed to prove it or if we are just spinning our wheels on a problem that will not be fixed because of cost concerns related to deployment of additional bandwidth.

 

Why can I not speak with the Advance Support person who was already working on my issue?  That individual told me she would escalate to engineering if I was still having issues.  I am, but I have no way to reach her now.  

 

Given tech support said there are "no guarantees" during peak hours, I ask again, what should my expectation be during peak hours?  Should I expect constant buffering, speeds below 1 Mpbs, and occasional timeouts?  During the worst times, the speed test won't even run.

Re: Unusable During Peak Hours

Let me say this another way... From reading other Community posts, poor performance during peak hours is a pervasive problem. So I ask, is this an engineering issue or a budget issue?

 

If it's an engineering/technical issue, then I am happy to work with engineering and provide whatever data that is needed to resolve my issue.

 

If this is a budget issue, then no amount of data will resolve the problem because an executive decision has already been made to not resolve it.  In this case, it would be better for me to cut my losses and move on to an alternative provider.

Re: Unusable During Peak Hours

Date RecordedDownload Result(KBPS)Upload Result(KBPS)
9/17/2017 6:3219422264
9/16/2017 17:428411851
9/16/2017 4:35111202696
9/15/2017 19:396132572
9/15/2017 17:336442512
9/15/2017 14:2747062565
9/15/2017 14:15436712066
9/15/2017 11:2134704215
9/15/2017 11:20474031767
9/15/2017 3:34202647850
9/15/2017 3:063890035216
9/14/2017 18:5618011077
9/10/2017 4:4999883179
9/9/2017 18:4465768
9/9/2017 17:13364922
9/9/2017 13:212729224
9/9/2017 9:553478601
9/9/2017 9:533608660
9/5/2017 10:18287603190
9/4/2017 20:5210783792
9/4/2017 18:352226172
9/4/2017 11:2145142478
9/4/2017 11:1811942654
9/4/2017 5:511706732
9/3/2017 19:085272190
9/3/2017 5:1879402474
9/2/2017 20:109665508
9/2/2017 20:0414188270
9/2/2017 19:551086621
9/2/2017 19:46739155
9/2/2017 19:381180563
9/2/2017 19:299389100
9/2/2017 19:183499266
9/2/2017 19:093116233
9/2/2017 18:45357279
9/1/2017 10:07155761184
9/1/2017 4:46138882740
8/31/2017 17:049362077
8/31/2017 9:4586742015
8/30/2017 19:054262659

Re: Unusable During Peak Hours

Advance Support called me (thanks!) and advised there are known issues on Beam 82.  No need to further troubleshoot until engineering resolves the known issues.  No ETA on the fix, so I will continue to spot check for a while before giving up.  Thus, my expectation is the service will be unusable during peak hours until the engineering fix is in place.  Here's hoping the fix is already funded.  Note my service was moved to Beam 82 from another Beam that was also having issues.

Re: Unusable During Peak Hours

Though my speed tests over the past weekend were still horrible during peak hours, I was actually able to stream a video Saturday night during peak hours.  However, on Sunday afternoon, the performance was so bad that the SpeedTest would time out.  Completely unusable, even for email.  I sincerely hope this can and will get fixed soon.

 

Date RecordedDownload Result(KBPS)Upload Result(KBPS)
9/24/2017 9:5751371527
9/24/2017 4:52121222775
9/23/2017 19:088001470
9/23/2017 7:46102752191
9/23/2017 5:0469993076
9/23/2017 5:03320292658
9/23/2017 4:5515963123
9/22/2017 20:165722558
Sophomore

Re: Unusable During Peak Hours

Hi @RubberBiscuit61, has your service improved or have you received any news on the Beam 82 issue? I'm also on Beam 82 and experience similar peak time problems.

Re: Unusable During Peak Hours

I've heard nothing.  I can tell you my peak hour performance issues have not been resolved.

Re: Unusable During Peak Hours

I ran a 24 hour test this weekend with wireless disabled on the router and only a single test PC connected directly to the router. We did not use the internet for anything other than running these tests.  Results are here:

 

http://testmy.net/quickstats/RubberBiscuit61

 

One tech told me a few weeks ago that they consider anything less than 15M unacceptable, but a different tech told me there are no guarantees during peak hours and my experience is not uncommon, while yet a different tech told me my experience and results are very unusual. 

 

Does anyone agree I have a problem during peak hours?  Or is this working as designed?  Should I expect the service to be unusable during peak hours?  

 

Interesting that these testmy.net results are higher than my previous HughesNet Speet Test results.  In my opinion, though I've read on this board that testmy.net results are more accurate, the HughesNet results more closely represent my user experience.