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brand new customer, getting less than 10mbs download speed, please help or I'll cancel

Sophomore

brand new customer, getting less than 10mbs download speed, please help or I'll cancel

Just got hooked up 8 hrs ago, since then speeds have been all over the map, depending on what speed test I was using.  

 

 most have been under 10 (let alone 25) according to the hughesnet test.  

 

I can adapt to the latency but I cannot accept less than half the advertised speed on a regular basis.  

 

I read these boards before getting the install and it seems Liz is the one that can fix things?

 

Advice?

 

Thanks, 

Tim

 

18 REPLIES 18
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Sophomore

Re: brand new customer, getting less than 10mbs download speed, please help or I'll cancel

Sorry should have said, but I think obviously....

 

Gen 5, on the new satelitte, and the 50Gb plan..

 

Thanks. 

Tim

Distinguished Professor IV

Re: brand new customer, getting less than 10mbs download speed, please help or I'll cancel

@timandjodi

 

In order to address speed issues, some speed tests will need to be run at testmy.net.  If you do not already have an account there, you should create one, and make sure to run the tests while signed into that account so that they can be saved in a central location and be looked at in that single location.  Running the tests while not signed in doesn't allow this, and makes it much more difficult to see the speeds as a whole and get an idea of what's going on.  

 

The additional protocol for the speed tests is listed in the following macro...

 

 

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 ONLY if on Gen5 Service Plan

-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.

    

 


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: brand new customer, getting less than 10mbs download speed, please help or I'll cancel

Thanks, will do.

 

Did a few tests there with no account and same results of <10 download speeds. 

 

Do the test with a LAN cable?  Haha...my computer doesnt even have one of those any more...

 

Distinguished Professor IV

Re: brand new customer, getting less than 10mbs download speed, please help or I'll cancel

 

The normal procedure of peforming the tests with a direct connection with a LAN cable is to eliminate where the problem could lie, that being the router.  

 

Without that ability, that can't be done.  Perhaps someone will have other ideas. 

 

You can still run the tests with WiFi, though.  


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
Associate Professor

Re: brand new customer, getting less than 10mbs download speed, please help or I'll cancel

Wifi isn't prefered because there are too many potential variables that would impact your speeds...

I rather have a wired 1Gbit NIC than wifi any day.

Sophomore

Re: brand new customer, getting less than 10mbs download speed, please help or I'll cancel

Thanks guys.  I'll update this again and see how it goes.  But after about 10pm Pacific time lastnight my speeds suddenly went way up.  As of this morning at 8:30am they are still up and testing at 40+.  

Also, my data did indeed reset over night so that is working correctly.

 

So did something change or does speed really drop that drastically in the afternoon/early evening?

If so thats a bit disconcerning for the future as more people sign on to Gen 5...

Associate Professor

Re: brand new customer, getting less than 10mbs download speed, please help or I'll cancel

Speeds shouldn't be dropping much below 25Mbps for any Gen5 customers right now during "peak hours" as there isn't enough load... However there are a few isolated cases that are known where users are having issues with bandwidth.

Sophomore

Re: brand new customer, getting less than 10mbs download speed, please help or I'll cancel

Well damnit.  Things were looking good most of the day, other than a couple slow tests around 5pm, but they rebounded shortly.  Then later in the evening the download speed went back into the crapper, bottoming out at 1.88 and a recent max of 7.38.  

 

This is on the hughesnet wifi router, my laptop is the only device connected to the network, and nothing else was being done during the time of the tests.

 

Obviously earlier getting 30 and 40+ speeds was great and very happy with that, I'd be happy with the advertised 25, or even 20.

 

But low single digits is fairly unusable.  

 

If someone from hughes can help me get this fixed I'd appreciate it.

 

 

 

Sophomore

Re: brand new customer, getting less than 10mbs download speed, please help or I'll cancel

Thought I attached the link...

 

http://testmy.net/quickstats/timandjodi