I have been on Gen5 since April. Most of the time until recently, download speeds have been highly satisfactory at all times of day.
For the past three evenings, my download speeds have been 2.1 to 2.50 Mbps as measured by testmy.net. Not only that, the throughput is very jerky. I am unable to stream. Amazon on Roku says that I have insufficient bandwidth for streaming. At times, the Roku says that I am not connected to the Internet. Roku sees the router just fine but says that it can't see the Internet.
I have been in FAP a couple of times in the past with speeds measuring 1.5 Mbps. I can continue to stream video while in FAP, but for the past three nights I have not been able to stream video.
The slow time begins about 5:30 p.m., troughs around 7:30 to 8:30 p.m., then returns to normal during the wee hours and daytime. My download speeds in the mornings are typically 43 to 51 Mbps.
Video saver turned off or on makes no difference. So-called "web acceleration," turned off or on, makes no difference. My satellite signal strength at the moment is 122, which is typical in good weather. I am on beam 83.
All of this sounds like there is not problem on my end but that the satellite is being crushed by evening demand for video. This is 2017, and this is a new satellite, and the service is advertised as true broadband. I simply cannot believe that HughesNet was unable to project and accommodate evening demand. I signed up for HughesNet service because of the promise that I would be able to join the rest of the civilized world in streaming video.
What's going on? Will it be fixed?
Good morning IntoTheWoods,
Thanks for posting and providing a detailed description of your experience. I've pulled up your account and run diagnostics on your site to check on the HughesNet equipment's ability to communicate with the satellite-- all looks OK.
Can you please post your test results URL for your account on testmy.net? It should look like testmy.net/quickstats/yourusername
Were these tests run while directly connected to the HughesNet modem?
Your cooperation, patience, and understanding are much appreciated.
I am getting the same thing... Its not you its that they oversold the service I am in Southern Oregon and last night I got a speed of 0.21. Customer service is terrible. Service is not what I am paying for.
Customer service is terrible.
Customer service is terrible.
Customer service is terrible.
Service techs cant undestand why I am getting over 30 speed in the morning.
Dont understand why I am paying you anything
This is a support site, not your personal complaint site. Please stop spamming your complaints.
If you would like to address your issues, please create a new topic in the appropriate section.
Why is it always up to the User to prove to Hughesnet that their speeds and service are so bad? Can't they see the problems on their end?
Not always, no. They can run speed tests on their end, but it only measures the speed to the modem, not one's entire system (including their WiFi and LAN connected devices). There are a multitude of things that can cause speed issues, including things that have nothing to do with the service itself. That there is a problem has to first be established, and the tests can help to point in the direction of the cause.
Define 'slow'... Engineers need to know what that means. To some people on here, slow means 25Mbps (not kidding). To others it means 1Mbps.
They also need to know the nature of the slowness because not all 'slow' have the same symptoms from the same causes.
The point here is to provide metrics that would indicate what's going on, not to prove anything.
We have had the same problem. Did you ever get your issue resolved? We called customer service who couldn't help. She said the download speed was way below what it is supposed to be. She elevated the issue to the Engineering Department, who was supposed to call us back in 2 business days. Five days have passed and no call. Why do they promise to call you back and then they don't??? I don't get it.
My evening speeds have been somewhat better since my original post, as low as 4Mbps or so but at times above 20Mbps. I had a message from Liz that was encouraging and that implied that HughesNet acknowledges, and is working on, capacity allocations that affect some customers. What would we do without Liz?
That said, I have a completely new problem this morning that I've not seen before in eight months as a Gen5 customer. Satellite service went out as though someone had flipped an "off" switch. The weather is clear. The dish is not obstructed. Received signal strength shows 15 (120 or so is normal). State codes are 11.2.1 (receive) and 12.2.1 (transmit). I called customer service and spoke with someone who said she was located in South Texas. After answering a bunch of questions, she told me that there was no problem on my end and that the problem was caused by fog in California. It should clear up in an hour or two, she said. I'm connecting to the Internet at the moment by tethering to my iPhone.
I suppose this means that the satellite's downlink location is fogged in. If so, I'm not the only person affected. What I find interesting, though, is that my received signal strength is 15, with a clear view of the sky on my end. Does that mean that the receive signal strength as displayed by the HT2000W control center reflects signal strength both at my site AND at the satellite downlink site, wherever they may be? Intuitively, that seems strange to me.
The signal strength you see is the signal not just from you to the satellite in space, but also the signal between you and the gateway on the other end.
Beam 083 goes to Santa Clara, CA... However the weather maps show its CLEAR there, and has been clear, no fog, it's possible there is a service outage.
It would take some ridiculously HEAVY fog high enough to cause the service to drop out like that... The gateway dishes are very sensitive and have a very high wattage compared to our units, so they can punch through thick rain clouds more easily, though weather can impact it, I think the fog statement was probably... somewhat out there.