If you have not already done so, please set up an account at testmy.net and run some tests under that account using the manual 12MB size for download tests. You can then click on "Results" and paste the URL into a post to allow the test results to be seen.
testmy.net and Hughesnet's own are the two tests that are amenable to satellite internet, giving accurate results.
In addition, when running the tests, it is best to run three tests, spaced at least five minutes apart. If you are able, it's good to run a block of three at various times of the day. If not, just run a few when you can.
Also, as Pawnee stated, your speeds are not bad. A speed of 15Mbps is fantastic, and a speed of 9Mbps is pretty good.
With that said, the reps will need those speed tests to determine if there is a problem, and if so, what may be causing it.