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very slow Gen 5 even after tier 4 inspection visit, modem replacement

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Lee Bonnifield
Freshman

very slow Gen 5 even after tier 4 inspection visit, modem replacement

Wifi is turned off on HT2000 modem, one ethernet cable connected to one laptop

I was not getting advertised speed on Gen4, and with Gen5 for several months it is still more
common for me to see download speeds <1Mbps than to see >10Mbps. Here are the last 5 results

212 kbps  according to testmy.net  June 21 23:10
559 kbps                                        June 22 15:00
16.2 Mbps                                      June 23  10:20
750 kbps                                        June 24  19:00
11.8 Mbps (it's raining)                    June 24  19:30

These are not all 25 MB downloads, that takes too long at 300 kbps.  If you see from the slow progress bar
that a 25 MB test is wasting your time, click [reset test size] and testmy.net will start over with something more appropriate for
Hughes speed, like a 256 KB download.

I have complained at tier 1 so often I feel like I should add my time trying to maintain this system to the monthly bill.
On June 13 at 16:00 I got 325 kbps, and 330 kbps, and at 23:47 I got 302 kbps and decided to complain again.

During the call to tier 1 June 14 12:40 I got 917 kbps, then IIRC they did a modem reset and I got 7.4M, 4.9M, 8.3M .
That is much faster than I have come to expect but slow enough to justify an escalation, I was promised a phone call within 48 hours.
Nobody called but on June 17 I got a result of 26.3M, maybe my first above advertised speed of 25M.

On June 18 I still got good results, 10 out of 12 tests >10Mbps. I called tier 1 to say maybe it's better and they said  that between my calls they
had made a change at the uplink in Salt Lake City, hopefully they had it fixed.  I could call back with the same ticket # if it wasn't fixed.
It wasn't fixed, by 10 PM Jun 18 I was down to 3Mbps,  353 kbps,  222 kbps.  I called back and got to level 4, where they diagnosed
that I indeed had a longterm problem -- good dish alignment but periods of heavy packet loss, they would send out a technician.

He inspected everything and saw nothing to fix; my signal strength was the highest of ~100 customers he could review. While he was here 7 out of 8 tests returned >20 Mbps.  His diagnosis was that there was nothing wrong with my installation, it is a problem with Hughes uplink. Congestion does not help but no way does congestion account for speeds below 1 Mbps while my signal is so strong, it is something else. But the speed was fine while tech was here. In case there was an intermittent fault in my modem he replaced the modem but we didn't think anything was wrong with the original..

He had not been gone an hour before my speed was down: 560 kbps, 1.3M,  898k, 1.3M. I tried different browsers, different OS on the same computer, and a different computer. There were no big differences -- of the next 23 tests, only 3 exceeded 10Mbps and 9 were slower than 1 Mbps.

I spoke with the tech again and he confirmed that he thought there was nothing he could do with another visit, instead he would urge Hughes to fix the problem at their end.  It is still not fixed.

I filled out the survey Hughes asked me for regarding the tech's visit, I said that the problem was not resolved, and yes I'd like a follow up phone call.  I did not get a phone call, just a suggestion that I post my problems here. Is this tier 5? I see so many people with similar complaints I am afraid this is a way to keep me busy as if there is any hope.  


34 REPLIES 34
GabeU
Distinguished Professor IV

Though I'm sure the reps will reply and try to help you, do you have the results URL to the tests so that the tests themselves can be looked at?  Sometimes specific aspects of the test results can point to what might be causing the issue.  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro

no, just the results I copied

Liz
Moderator
Moderator

Hello Lee,

 

Thanks for reaching out. I pulled up your account and the remote diagnostics I ran on your system don't show anything out of the ordinary. Your beam, 40, did ring a bell, so I checked around and I see that engineering has already worked to improve that beam. I definitely want to get your feedback over to them. It would help to get current testmy.net test results on your testmy.net account so we can review all your test results and refer to any future tests if needed.

 

 

This is what we suggest for running speed tests:

-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 (I know you mentioned having difficulty with this, but please always try the 25 MB file first, and note down when/if it fails)

-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

 

  Your cooperation, patience, and understanding are much appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Sad to hear there so many people with the same issue. trying to resolve. working on OOp Takecare of myself.

maratsade
Distinguished Professor IV

No system is perfect, and while the great majority of users will have a seamless experience, there will always be a percentage that has problems.  Happens with everything.  Edit: and your perception gets skewed if you read this site, because this site is for technical problems and issues, so that's all you see.  But that's not all there is. 

On 06/26/2018 12:24 PM, HughesNet Community Mailer wrote:
Liz (Moderator) posted a new reply in Tech Support
... want to get your feedback over to them. It would help to get current testmy.net test results on your testmy.net account so we can review all your test results and refer to any future tests if needed.

Time                Size       Speed       User       ConnectID       Provider       TID   
Tue Jun 26 2018 @ 8:07:27 pm    Dallas, TX US    arrow    25 MB    1.17 Mbps 146 kB/s    lee78    618472895511    Hughes Network history    0_Z5BLcng    share history

I guess I don't know how to paste the results here, but there is the first one on my account.  1.2Mbps Jun 26 20:00
 
> -use the 25MB size download test file (I know you mentioned having difficulty with this, but please >always try the 25 MB file first, and note down when/if it fails)
 
It doesn't fail, my difficulty is resenting the time I am spending watching that slow progress bar. I guess that it would take about 10 seconds to get to 100% if I were actually getting 25Mbps. But at 1.2 Mbps that single test took over 3 minutes of staring, while keeping other applications off net.

Plus it took me an hour to get one more account set up and organized mostly due to my ignorance and having to learn about things like web push notifications and terms of service. This is all work I did not intend to do as part of the price of Hughesnet.

I already spent too much time reading sad stories from similarly dissatisfied customers here. There are so many pages and threads I don't want to search. Can you point to a thread with my problem and a successful resolution?

Here's a second test:

https://testmy.net/db/~vKEDzc0l

Time arrow down                Size       Speed       User    ConnectID    TID
Tue Jun 26 2018 @ 8:40:09 pm    Dallas, TX US    arrow    25 MB    225 kbps 28 kB/s lee78    Dallas, TX 618472895511    ~vKEDzc0l

At 225 kbps that test took 15 minutes and 40 seconds! Do you still want me to download 25 MB ? Does your marketing department know how many minutes you are recommending we spend staring & fuming at slow performance?

>For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx
NO THANK YOU
GabeU
Distinguished Professor IV

@Lee Bonnifield

 

This is the link they need...  

 

https://testmy.net/quickstats/lee78

 

This link goes right to your test results page so that they can see all of your tests in one location.  

 

I'm sure Liz will answer your question as to whether you should continue to use the 25MB test size.  I would venture to say yes.  If at all possible, it would be good for you to get a few tests in at various times of the day, but this isn't always possible, of course, and they know that.  The two tests you ran are right in the middle of the most active time of the evening, so the speeds may pick up at other times.  I don't say this to minimize the speed issue, but only that knowing the difference between tests taken around that time and tests taken earlier or later might help to point to whether the problem is due to congestion from so many people being on or some other reason.  

 

Either way, I'm sure Liz will give some input.  

 

 

P.S.  You can also set testmy.net to automatically run tests for you, so that way you don't have to manually run each and every one.  

 

You would want to be signed in and go to...  https://testmy.net/auto

 

If you set it exactly like the following and click "Start Automatic Test" it would run five 25MB download tests, with each spread out ten minutes from the others.  That way, you could walk away and it would automatically run them.  Make sure to select download and set the minimum download size to 25MB and check the nfw box. 

 

Capture.JPG

 

 

You don't have to do this.  I only show it as an option which might make things a little easier for you with regard to the time it takes to do the tests.  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro

Not to be pedantic, but the graph of how the speed varies over the course of the test is also very helpful.

So the TID column is just as important as much as the numbers themselves.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.

Thanks for the tips on the URL for sharing results and the automatic testing. I expect 5 auto tests to run by 4 PM today.  I guess I need to stop using net for anything else during the 15 minutes a test is running, if I know it is running, and it takes as long as 222 kbps. But the first test reported 20 Mbps.

Good morning Lee,

 

Thank you for sharing your results, I think these three tests might be fine for now to escalate to engineering. I'll let you know if they need additional data. 

 

There are many factors that can affect speeds, so there isn't a single fix for every instance of slow speed. Here are just a few resolved slow speed cases; if you click on the "Go to Solution" link, you'll see the post that addresses that customer's slow speed resolution.

 

That made a huge difference in the speed!

My speeds have vastly improved.

Thank you for your prompt attention in this matter I am now up and running at good speeds

Turn VPN off and your speeds should be normal or better.

My HT2000W modem is back up to speed.

So... so far so good.  Thanks Hughes for getting things back on track.

 

I'll post back once I have any news to share.

 

  Your cooperation, patience, and understanding are much appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!


I tried to do hourly auto texts overnight; the first one ran at 506 kbps, the others apparently didn't run or at least  https://testmy.net/quickstats/lee78  showed me only the first one. It shows only the first 4 of the 5 autotests I tried yesterday afternoon. The computer did not go to sleep or lose connection. . I'll try again if you need more tests.

I asked if you knew any successfully resolved threads with my problem. You know I am always hard wired but you suggested 4 solutions where the problem was wifi. A fifth was using VPN, I'm not.. The only one of your suggested solutions which might be for a problem like mine was to switch to a different satellite. Here that would require moving the dish several hundred feet, maybe. Before I scheduled the installation visit I said don't bother to come if you can't run the cable 400 feet to get out of the forest. The persistent installer found a much closer (<50') dish site among thick trees.and that boresight is still clear, I have a very strong signal.. The technician  who checked the installation June 19 said the dish could not be rotated to another satellite (too many big trees.).
@@Liz wrote:

Good morning Lee,

 

Thank you for sharing your results, I think these three tests might be fine for now to escalate to engineering. I'll let you know if they need additional data. 

 

There are many factors that can affect speeds, so there isn't a single fix for every instance of slow speed. Here are just a few resolved slow speed cases; if you click on the "Go to Solution" link, you'll see the post that addresses that customer's slow speed resolution.

 

That made a huge difference in the speed!

My speeds have vastly improved.

Thank you for your prompt attention in this matter I am now up and running at good speeds

Turn VPN off and your speeds should be normal or better.

My HT2000W modem is back up to speed.

So... so far so good.  Thanks Hughes for getting things back on track.

 

I'll post back once I have any news to share.

 

  Your cooperation, patience, and understanding are much appreciated.

 


 

Good morning Lee,

 

Thank you for your patience. Engineering has informed me that your beam is expecting improvements in the next 30 days. If I get any other news to share, I'll let you know.

 

  Your patience and understanding are much appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Hi Lee,

 

Thank you for your patience while we worked to address your concerns. Engineering is reporting back that work has been completed on your beam so you should be seeing improvements. If you still have speed concerns, please run new speed tests on testmy.net while directly connected to the HughesNet modem so we can evaluate your current speeds.

 

  Your cooperation, patience, and understanding are much appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

I guess you can see the problem is not solved. After seeing your hope that work on the beam is completed I did 3 tests which averaged 2.3 Mbps. Then there were 7  good tests averaging 17.9 Mbps. (None sustained 25 Mbps for 25 MB.) When I realized a youtube download was slower than playing it I tested again and got 4 bad tests averaging 464 Kbps. The advertised 25Mbps is  50 times faster.

maratsade
Distinguished Professor IV

"The advertised 25Mbps is  50 times faster."

 

The HughesNet Gen5 service plans are designed to deliver download speeds of 25 Mbps and upload speeds of 3 Mbps, but individual customers may experience different speeds at different times of the day. Speeds and uninterrupted use are not guaranteed and may vary based on a variety of factors including: the configuration of your computer, the number of concurrent users, network or Internet congestion, the capabilities and content of the websites you are accessing, network management practices as deemed necessary, and other factors. When you connect to the HughesNet service using Wi-Fi, your experience will vary based on your proximity to the Wi-Fi source and the strength of the signal.


Source: https://www.hughesnet.com/about/hughesnet-gen5

 

*I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.

Good morning Lee,

 

Thank you for running new tests I'll send this over to engineering for their input, I'll post back once I have news to share.

 

  Your cooperation, patience, and understanding are much appreciated.

 

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Good morning Lee,

 

Thanks for your patience while I sought updates from engineering. Yesterday morning we performed capacity improvements on your beam, please confirm any improvements you see. If you don't see any improvement, please specify which activities you're attempting to do if you're experiencing poor performance.

 

  Your cooperation, patience, and understanding are much appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Liz (Moderator) posted a new reply in Tech Support on 07-18-2018 09:38 AM :

Re: very slow Gen 5 even after tier 4 inspection visit, modem replacement

> Yesterday morning we performed capacity improvements on your beam, please confirm any improvements you see.

I can't confirm improvements in the climate if I see a temporary improvement in the weather. If I no longer saw spells of download speed less than 1 Mbps I would see that as an improvement in Hughesnet weather. If it lasted.a month I would notice but I don't want you to wait hopefully for my confirmation. I am not interested in writing here, I want a fix, the 10-25 Mbps I expected. So far I can not get that for one 5x testmy.net cycle.  There are still  (after July 17 capacity improvements) periods when a 25 MB download cannot be sustained at a speed higher than 286 Kbps at midnight.

> If you don't see any improvement, please specify which activities you're attempting to do if you're experiencing poor performance.

Tier 4 support led to a visit to my remote location by a technician who I think was competent and no more intrusive than necessary.  (Speeds were fine for an hour while he was here but fell below 1 Mbps a few hours after he left.)  I would have preferred to be told "there is nothing more we can do" instead of being told to share my experience here publicly in case the community can help.  Now you want to know my activities. Is tier 6 a remote console so you can watch and share my browsing?

Simple browsing and email do not reveal slow speeds to me.  If I am downloading a file bigger than 10 MB, very slow speed can be visible if I look at the download speed in the firefox download panel.  If I download a 150 MB file I am sure to notice by how long the file remains in the download panel, and if I look there the slow speed is displayed.  Why do I have to report activities? You know that all the speeds I have reported are experienced during a single activity, testmy.net . 

 

For those who haven't read this thread, I have only one computer using the modem, by cable, wifi is turned off.  I ask again, is there any example of a  similar thread in this community that was successfully resolved? Please don't send me to threads resolved by fixing wifi problems like you did last time I asked, or VBNs, or other situations you know are unlike mine. Please don't keep suggesting I can get the service I pay for if I remain involved in the community and share my hopes and disappointments here. You can see my testmy.net results, you know the service is not fixed. If I don't continue providing this free testing and sharing is there any chance normal service will
start? Or would this thread just migrate to the bottom of the stack for lack of activity, and there is no tier 6..

 

Hi Lee,

 

I've sent your feedback to our engineers for their evaluation. I'll post back once we have news to share.

 

  Your cooperation, patience, and understanding are much appreciated.

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

GabeU
Distinguished Professor IV


@Lee Bonnifield wrote:


Simple browsing and email do not reveal slow speeds to me.  If I am downloading a file bigger than 10 MB, very slow speed can be visible if I look at the download speed in the firefox download panel.  If I download a 150 MB file I am sure to notice by how long the file remains in the download panel, and if I look there the slow speed is displayed.  Why do I have to report activities? You know that all the speeds I have reported are experienced during a single activity, testmy.net .  


The activity is important to know because the reliability of speeds seen during a file download, when in the context of determining service speed, are a completely different thing than speeds seen during a speed tests.  Testmy.net speed tests demonstrate service speeds.  File downloads do not, as there is no way to verify the integrity, nor speed, of the source server.  There's nothing wrong with seeing how well a file download is doing, which is why all browsers give that ability, but it can't be used as a reliable example of service speeds.  This is why the reps ask for the activity being performed when the issue is seen.  

 

When a rep asks for specific information it is for a good reason.  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro