slow speeds

[RobertB]

Hello all,

We have only had installation a few weeks and while i was not expecting super fast i was not expectecting super slow. 

Can someone please advise oneays to increase speed so we can stream tv and have ipad connectivity?

I have performed the testmy.net test with 25 MB download and 5MB upload  

https://testmy.net/quickstats/Robert%20Boardman

average speed was 2MBS  Is this normal/acceptable?

thanks for any help

Robert

[GabeU]

@RobertB 

Actually it's 4MB for the upload tests, but the 5MB you used should be okay.  If you run any further upload tests, however, please use the 4MB file.  

To answer your question, no it's not normal.  The speeds showing are atrocious.  

Just in case, though it's difficult to tell, as I think testmy shows any Apple device as an iPad, please be sure to be running the tests with a LAN cable connected device and with the WiFi in the HughesNet modem disabled.  This way the results given are of full, unrestricted bandwidth and without any of the potential issues that WiFi can introduce.  There are instructions for disabling the WiFi near the bottom of the speed testing instructions.  

Also, please ensure that you are not out of your plan data.  You can look at the System Control Center (you might need to click on Home on the left to show the data donuts), the HughesNet Mobile App, or by signing into the HuhesNet My Account website and clicking on Usage.  Also, while signed into the HughesNet Support Community, there's actually a small data level indicator on the upper right of the page.  It's the "My Usage" button.  

The reps are on M-F from approximately 9AM to 6PM EST.  Hopefully you'll see a reply from one tomorrow (Monday).

[Liz]

Good morning Robert, 

I'm glad you found the community, thank you for posting. What were you trying to do online that prompted running speed tests? 

Please private message me your SAN (account number) or the associated phone number so I can run diagnostics on your site.

Thanks,

Liz

[Liz]

Good morning Robert,

Thanks for the requested information, I pulled up your account and ran diagnostics; good thing is the HughesNet system is in working order. I do see a number of connected devices on your home network that have poor/fair connection, and this can affect performance.

Fortunately your smart TV has a good connecttion, so let's focus on that for now. 

For troubleshooting purposes, let's isolate the smart TV. I suggest documenting what happens as you go along, as I'm providing several troubleshooting steps below.

Are you able to connect the TV directly to the HughesNet modem via ethernet cable?

If so, please do so and temporarily disable wifi on the modem. For your convenience, here's the modem user guide. Please uncheck the SSID Enable options for both the 2.4 GHz and 5 GHz networks, as you have devices on both.

If the smart TV is too far to be connected via ethernet cable, disable the 2.4 GHz network, and disconnect the three other devices on the 5GHz network to leave the smart TV isolated.

These are the three devices I currently see on that network--I've included the last part of their MAC addresses for identification.

11:fd

de:a4

49:47

Once the smart TV is the only device on the network, try streaming and let me know how it goes. If no improvement, ensure the playback quality is set to auto or standard definition. 

If quality is already set to auto, please let me know which streaming platform you were trying to use (Netflix, Hulu, Disney+, etc.).

If any issues with that platform, try a different one to see if it plays well. This is to check if the issue is platform-specific.

If no improvement in streaming via the smart TV, please test stream on a different device on a non-HughesNet connection, if possible. For example, if Netflix is buffering on your isolated smart TV, try Netflix on your iPhone via cellular connection or other non-HughesNet connection. Any difference?

The above information will help get us started on addressing your concerns, so your cooperation is much appreciated. Let me know if you have any questions about the directions above.

Thanks,

Liz

[Liz]

Hi Robert, 

It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.

Thanks,

Liz