Last June I upgraded from Gen4 to Gen5. A month or so later I noticed that my connections were sluggish and gradually they got worse and worse. By mid August our internet connection became. I did numerous speed tests and finally called tech support as I thought the modem might be failing. After many speed tests with tech support they accepted thast my system was very slow (generally under 1Mbps, often 300-500 Kbps). They had a techician come out to check everything and everything was working fine.
From here it went to another level of support and eventually I was told that my problem was probably connected to my being on the Echostar 17 satellite and that I was in Western Oregon I was blacked out of Echostar 19. I was also told that they were trying to move people over to 19 and that that should help my service.
Well nothing has changed and has actually got worse. About now I'm getting about 300KBps. I've called tech support again and another higher level tech support has been set up. I'm guessing I'll have to again and again prove that my service is slow and can never get a response to my basic "what will you do for my service?"
I've been using Hughesnet for 7 years with fine service until these past few months.
I know that I'm not the only person experiencing this and wonder if anyone knows whether Hughesnet has plans to remedy the problem (phone people seem to be oblivious).
Truth be told... For those users that live in a blacked out area, Hughesnet is trying to move as many people that are on those beams, from ES-17 to ES-19 if they are able to see it. There's really nothing else that Hughesnet is able to do for users that can only see ES-17, as ES-17 was starting to bog down badly towards the end of last year. It's going to take some time, as Hughesnet can't forcefully upgrade those users from ES-17 to ES-19... They have to place the order their self...
The long term "fix" for those in one of the areas that ES-19 can't cover is a new satellite named Echostar-23. Details on when that satellite might launch, or where it might actually provide service, are not available, and wont be for a while. It took about 3 or so years for ES-19 to launch from the time news started popping up about it. Best projected launch date for ES-23... Probably 2021.
However, if possible, it would be best to keep a log of your test results on testmy.net as it's a reliable platform that records your results, and makes sharing with others easy.
Please visit testmy.net and create an account there, and run tests while logged into that account, I highly suggest reading the information on how to perform the tests in the link below, as well as keeping the notes below in mind.
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 (the 12MB might be best since you are on ES-17)
-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.
Aside from all of that, and the reps here may HATE me after I say this... You might want to look into Hughesnets primary competitor some time next year... They have launched a new satellite as well but are taking a bit longer than Hughesnet has to get it going, it's possible that you might fall into its coverage and could seek immediate relief. Just make sure you do your research, and weigh your options. If you go to them now, you will certainly end up on their older bird which is also oversold in most all areas. So if I was in your shoes, I would hold out till a short time after that other company has gotten their new services rolled out, and weigh your options then. It will also give Hughesnet some time to try and lighten the load on your beam. Trust me, I normally wouldn't point others to a competitor, but I do understand the need for usable service.
I really appreciate your reply.
I have been keeping records of download speeds and will keep doing so as I am thinking of a more formal complaint. For the past week speeds have rarely gone over 1Mbps and oddly today they are over 10Mbps and as high as 15.
What process do I go through to have someone check if I have a sight line on Echostar 19?
I'm not interested in switching because I have heard too many complaints about Excede and getting cable to our place would mean laying a quarter mile of cable to our place, which is not cheap and the cable out here isn't very reliable.
Can tech support (a higher level are supposed to call back within a few days) do this ?
Really, when the installer was out to do your upgrade, he was supposed to check for LOS to ES-19 and see if you fall with in any of the footprinted areas... I am sure @Amanda can confirm what satellite you should be on based upon your address. If there is any chance of you being able to get reliable service on ES-19, I am sure shes willing to look into figuring out what can be done.
However, if you do fall into a blacked out area... There's really nothing that can be done till customers in adjacent areas leave to ES-19... I know it sounds a bit confusing, but below is a graphic that should help explain the situation.
The purple outlines are ES-19 beams, the blue outlines are ES-17 beams, the redish colored areas are ES-19 only areas, and the black are ES-17 only areas, while the green areas can be on EITHER ES-17 OR ES-19.
In your situation, you are on that top left blue circle that covers a green, and black area, but you live in the black area. Over time, those people in the green area will upgrade and end up on ES-19 instead of being on your beam for ES-17, performance on your side should improve dramatically, but this will take time as it requires customers in the green shaded area to initiate their upgrades. You might also want to note that ES-17 and ES-19 beams will overlap in most areas, but they are offset from one another.
Welcome to our community and thank you for reaching out to us. I am sure you must be frustrated by the situation and I will try my best to help you. After checking our beam coverage, I can confirm you are not covered by Echostar 19. However, Echostar 17 is capable of doing the same work as 19.
I've run initial diagnostics on your system and cannot find a problem myself, but I can get with our engineering team to see if there is some sort of plan configuration issue or if it is a known problem.
Thanks for that, @C0RR0SIVE, I thought my issue was fixed, but it is not, and this explains why they CANNOT fix it. I think I am on the edge of the blacked out area for ES19, so they stuck me on ES17 knowing the issues. Should be just the info I need to get my money back without an ETF! The salesperson specifically said Gen5 would not slow down during periods of heavy use, I hope there is a recording of the call. Sure makes more sense than "bad weather in Montana".
Uhh, yeah, @alv7722 unless they flat out lied, you wont get out ETF-free, as the contract does mention that speeds are not guaranteed at all, ever.
Tech support is supposed to be calling me. Today I seem to be having very good speeds (15 Mbps and more). A similar thing happened two weeks ago for a few days and then the speeds went way down, below 1Mbps to as low as 300Kbps. I hope that things will improve so that I will have good service.
It would be good if Hughesnet acknowledges the problem and provides information on the status of its resolution, such as "we've moved x thousand accounts to E-19.
I don't understand how the beams work. If a beam is overloaded doesn't that become a bottleneck? If nobody on beam 10 can move to E-19 I wonder how things will improve. Maybe the beams can handle far more than they do and the bottleneck is in the satellite and its communication to the ground station. I'm curious about this, although I do see that it's a bit off-topic.
While we wait until I get a response I'll go ahead and answer your questions. You live very west of the E19 beam... its really a longshot. There is some overlap on E17's beam 27 and the E19 beam over OR. Most peoples' first thought is that everyone in the state of Oregon is in a beam, when in reality it is just the rural community (some states have more, yes) who decide they want/need internet.
Beam "overloading" is something that gets tossed around in here a lot. The amount of people on a beam does not determine "load", bottleneck, or performance - their traffic does. An area with slower peak times does not necessarily mean there are 'too many people' or that it is 'oversold'. It means the people in that area generate a huge volume of traffic. In the age of cord-cutting and 'always-on' there is an incredibly high demand for data/speed where there are technical and physical limitations. Based on recent ads, I can confidently say cell phone providers are seeing the same thing.