Hughesnet Community

Very very poor data speeds since July when I joined. The seller rep lied to me.

cancel
Showing results for 
Search instead for 
Did you mean: 
jthill3
New Poster

Very very poor data speeds since July when I joined. The seller rep lied to me.

Case ID  is 102292232.

I signed up with HughesNet in July 2017 for internet service in my home in the
country. We had heard bad things about them but since they are the only provider
in this area, we signed up with them anyway.

The plan I am on is the most
expensive ($150/month including taxes and fees) and is sold as a 70GB data plan. That actually is 20 GB of Anytime data and 50GB Bonus data between the hours of 2:00am and 8:00am.

This was my fault for not reading the fine print but how in the world would I use the Bonus data? I am 62 years old and my wife works so it is extremely rare if either of us are awake during those hours.

My actual complaint is that the plan I am on offers 15MBPS download data speed but we rarely see that speed (and this is since July 2017 when we joined Hughesnet). The system is down quite a bit and when it is up it is as slow as "Molasses in Christmas" slow.

! I have measured if as low as 1.12 MBPS download speed and less than 1 MBPS upload speed. It is consistently below 5 MBPS download speed since I joined Hughsnet.

The seller of this plan told us my wife would be able to work from home with no problem. I had explained that she does much Video Conferencing and sends/receive large files. He assured me there would be no problem.

I explained to the seller that I am disabled and a very heavy Internet user (streaming movies/sports, etc). He assured me there would be no problem.

None of the above two items are true. The data rate is so slow and so unreliable that my wife cannot work from home as told. So she has to drive 1.5 hours into Atlanta in the mornings to get to work. One of the reasons we moved here was that we were sure we would be having a good internet service.

 The data plan of 20GB Anytime data is eaten up with a few movies and football games but even then the stream staggers and stops due to the poor data speeds.

I have tried to use their Customer Support but (with no disrespect meant) I can not understand the Help Rep on the phone as their English is so broken and their accents are so thick. Having said that, one lady did try to help and we did talk on the phone on two consecutive days. Then no more calls. No more help.

I tried emailing to the Support Center but their email system was down. On Hughsnet Facebook page, they gave me a link and told me to register my issues there. I tried that and it was also down. (It was down the first time I tried but now I got in.)

Hughesnet has given me some credit ($20/month credit so I could buy more Anytime data Tokens and a month credit on my bill. But this system is so unreliable these credits do not fix any problems. So, in closing, besides the issues mentioned describing the poor service, I feel lied to and sold down the river by Hughsnet.

 I would never recommend this service to anyone for any reason.
127 REPLIES 127
GabeU
Distinguished Professor IV

Sign in to testmy.net.  Click on results.  The exclude box is there.  
jthill3
New Poster

I found it - here is the full list again - *I have run test for a while now so the may be older but they mine)

jthill3
New Poster

so you are kinda seeing the limits of my skills....heh
jthill3
New Poster

ok - got a download test with 12MB going - wait a second and I will post results
jthill3
New Poster

ok - got a download test with 12MB going - wait a second and I will post results
GabeU
Distinguished Professor IV

Okay.  The problem is, something happened with those tests because they are not showing as being run while signed in.  

Being that I can't figure out what's going on with the automatic tests, you may just need to run them manually.  Here's what to do.

Let's just run ONE download test for the time being.  

First, make sure you are signed in.  When you know that you are, click on Download Test.



Now, click on Manual Test Size, and click the 12MB test size.  The test should then run and give you a result, plus be logged under your list of test results.  

 

Just do that for now, and we'll go from there.  
GabeU
Distinguished Professor IV

Ah.  I see the result.  Now try the same with an Upload test of 2MB.  
jthill3
New Poster

http://testmy.net/results - download only
jthill3
New Poster

upload only 2mb - http://testmy.net/results
GabeU
Distinguished Professor IV

Okay, now you've got both tests done the proper way.

Now we can go one of two ways.  If you want to, you can run some tests manually, doing them every five minutes for a total of five tests, and do that at a couple of different times a day.  If you want to do it this way, just concentrate on the download tests.  Those are the most important.  

But, if you want to run the automatic tests, I can show you how.  I can post the page to show you how it must be set up, to a T.  And you MUST be signed in when these tests are run.

Let me know which you would rather do.  Continue with manual download tests or run some automatic tests?    
jthill3
New Poster

Let me run with manual tests that  I know how to do now......I'll get the test run tomorrow starting in the morning.
GabeU
Distinguished Professor IV

Okay.  Better luck tomorrow.  And always remember, no one knows this stuff the first time they do it.  EVERYONE has to learn it for the first time, so you aren't alone.   Good luck.  
  
 
jthill3
New Poster

here are the results of 3 sets of tests today - today's test start at 8:42:27 - 

laptop was direct wired to modem using 12MB download file and 2 MB upload file - between tests I was randomly testing videos from Youtube and Facebook - each video staggering and starting repeatedly. I plan to run tests again tonight at 9:00 est

jthill3
New Poster

My CFO (the wife) wanted me test at 8:00pm est instead of 9:00 - so here are the results:

jthill3
New Poster

here is the link to all of today's test results. I will stay logged on at least until midnight

http://testmy.net/quickstats/jthill3
williamtobler
New Member

I see results on download which are much worse than expected, and also results which are much better than promised.  This suggests to me that your setup is good, or it seems unlikely that really good downloads could exist at anytime if it was bad.  Instead, this suggests that Hughes system bandwidth is choked at certain times of the day.

Your upload speeds are marginal at all times.  To me, this suggests a slight tweak in dish alignment, maybe.

I haven't seen any results on ping, which really is quite a strong factor in "responsiveness".  Some other posts have shown some interesting variations on ping response depending upon which transponder which is a Hughes issue

.

jthill3
New Poster

Thanks for looking the data over. Earlier in the day when Download rates were in the 20's, as I noted, no videos would play smoothly which leads me to think that download rates are not consistent (at least at my house)......
williamtobler
New Member

If download speeds vary a lot during any time of day, from one minute to the next, then your results would be the outcome.  I agree, not happy.

I wonder if there is a download manager that would buffer these better?  I hope the experts will weigh in?

Do you have ping results?


jthill3
New Poster

I'm going to bed but please leave comments if you can help figure this out. I will leave the PC logged into MYTEST - Adios
jthill3
New Poster

William - I do not have PING data unless someone knows how to get them out of MYTEST web site.....sorry
williamtobler
New Member

Other Speed Test clients provide this.

Try http://www.pcpitstop.com/pcpitstop_new/speed.asp