Slow page loading speeds and downloads

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  • Updated 3 years ago
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This conversation is no longer open for comments or replies and is no longer visible to community members. The community moderator provided the following reason for archiving: -it’s a subscriber-specific issue that’s been resolved/inactive for a long time -it’s inactive and doesn’t provide future value -the info is out of date Archived threads on useful topics will be updated and reposted for all to access.

I have contacted Hughenet tech support several times reguarding this issue. I had the system installed in December and have yet to be able to get anywhere close to 1mb/s. I know it says "up to". which is thier way of not getting hooked for LIEING ABOUT SPEED. They have you run thier dedicated speed test which is no way accurate. They claim other speed tests are inaccurate. The real test of speed is how long does a real webpage and real file take to download. When I run thier speed test it comes up with 768kbps max which sounds ok and they will tell you it is ok, but now back to the real world. Thier own customer care webpage takes 45 seconds to load, that is NOT 768kbps as this customer care webpage isnt even graphically intense. If you run the "speed test" it supposedly downloads a 500k, 2mb and 4mb file to measure the speed. For most of us that know basic math that equals 6.5mb total download right? Well thats were the speed test is flawed, if you actually monitor your download network traffic you find that it is only 4.16mb so how can it say that it downloaded a 500k, 2mb and 4mb file and add up to 4.16mb. sounds like some kind of funky math to me. They finally moved my case to advanced tech support once the tech realized the real speed is way off from tested speed. We will seee where that goes.
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Curtis Yerger

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Posted 3 years ago

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KJones

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let me know if you get the right help please, i have the same problem
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Lisa C.

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you are in the same boat as many of us i have made it all the way to tier 4 advanced supporrt just to be told that my speed in the evening are good up too is what they stand behind but i did get 2 week off my bill i told them im only get internet half of the time so they took 2 weeks of my bill this is my speed test this evening and this is day time
so good luck i dont feel it will change anytime soon it is what it is..

what plan do you have i have the pro plus on the hn9000 modem
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Curtis Yerger

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I have the Hn9000 also. For the last 2 days all I get from tech support is "we are currently experiencing signal degradation on the HN9000 systems and we are working to correct". I am hoping when they fix that problem it will also fix my problem but I won't hold my breath since I have had the issue since installation. By the way here are the numbers I used to calculate my real speed:

site visited for test http://customercare.myhughesnet.com/
page size: 4257 Bytes (not KB or MB)
time to load: 45 sec, 37.312 sec, 35.6 sec, 21.2 sec, 34.8 sec(using their favorite do it 5 times crap)

that comes to 94 bytes per sec as the high and 200 bytes per sec as the lowest time. that is no where close to the mythical 768KB/s. Forget trying to even get on sites like nascar and facebooks, better go eat lunch and come back when its finished loading site.
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Teresa Ratcliff

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I have had this problem for some time also. I recently had to have my dish worked on and had hoped this was the problem. In the evenings my old Netzero dialup is often
faster. At times the Hughesnet is so slow the speed test times out.
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Curtis Yerger

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The latest news is that they want to replace the modem now, lets see how that works. It better work or they can take their POS service right out of my home.
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David C, Champion

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Curtis,
I get the feeling you're overanalyzing the issue. A few comments:
(1) Speeds will be lower in the evening. It's congestion, no avoiding it, same for everybody.
(2) Latency affects page loads too, maybe more than download speed. If congestion affects latency, the effect is magnified. A true speed test will give you the actual rate during the download, ignoring all other factors.
(3) Speed tests work in many ways. You can't know how HN works around the latency issue, the effect of turbopage or file compression to do their own test. We do know that other tests mostly don't work predictably. They have to have a universal standard to judge the issue. Whatever that standard, it's the same for all users.
(4) Things have NOT been normal since the outage last week. They acknowledge that pings (latency) are still being affected.
(5) If they are suggesting replacing the modem, there must be some other indication of a failure in their remote tests that you haven't discussed here. Poor speed alone would not warrant a service call of any kind.
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Curtis Yerger

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I understand the whole latency thing, you are going to have that with satellite as it takes a finite amount of time to transmit from home to satellite to noc to internet to noc to satellite to home. But downloading at 56k modem speed is totally unacceptable even at peak usage hours. Since the issue has been ongoing from very first day, I am guessing its not just related to the outage last week(which you will have with satellites during high solar activity like we saw last week. I am quite familiar with satellites since that was my job in the military. I dont expect miracles but what I do expect is what I signed up for.
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Sher Bottjer

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they replaced our modem and now we have to reset it two to three times a day instead of one to two times a week. Now that was helpful. We have complained since December also and I had one tech claim they intentionally slowed my system since I was late with my november payment.
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David Neal

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escuse me curtis it is 10:30-11:30 am here in texas. that is NOT PEAK HOURS. i have seen speeds in peak hours at 1.6mbps...just like i have seen 279 kbps in non peak hours. so dont give us this junk, that it is according to peak hours..this problem still exists in NON PEAK HOURS.
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Snow

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Sher, we are here to help. Please post any case numbers given to you by technical support so I can research your concerns. Snow
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Lisa C.

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the tier 4 tech did a replace of my modem too and it did nothing for my speeds the slow evening speed have really been bad from about last november to presant date. it way over sold there trying to make to much money so service for us is getting worse problem is new customers are see it to in the begeining and getting mad about it this stuff is what it is
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David C, Champion

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You are right that it's oversold. The good news is that when the new satellite comes online, capacity will be drastically increased. Hopefully this will translate into much better service for everybody.

Most likely, HN isn't too worried about the current congestion problem because they're gearing up for the future service. In fact all the recent "improvements" like the extra 50 MB, download banking, rollover tokens make the congestion problem worse. These are all features that customers have lobbied for, but will only really be improvements when the capacity increases.
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Sher Bottjer

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David do you work for Hughes? because the "improvements" are just crap from being sued and losings.
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Charles R. Scott, Champion

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Sher, employees typically have a badge that shows they are one around here. David was also right at the time about what he had said.
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Teresa Ratcliff

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I am willing to accept that speeds will be slower at peak times as they are with DSL, etc.
But being unable to bank and pay bills because the pages will not load is unacceptable.
If this new satellite does not work I am going to give Verizon Home Fusion a try.

By the way, it took four tries and about three minutes of loading time to get the Hughesnet comment page. It took two tries and about five minutes to download
seven email messages, half of them just text.
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marsh_0x

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Teresa Ratcliff
You really should start a new thread as your reply will get buried and not seen by an employee to help you, doubtful you will return to see this.
That is NOT acceptable speed and should be corrected.

Thanks for the Google search of Verizon Home Fusion.
I also have Cellcom wifi router G3 in northern Wisconsin, G4 is in it's testing phase 50 miles away is at least a start for more competition.

G3 gives me about ~700kbps with a cap of 50GB for $39.95 monthly.
Amazing having the internet on a road trip and play (designated driver of course) probably like a blackberry type of thing ?
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Sher Bottjer

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Let me tell you coming back to hughes net from being on vacation was like ugh can't believe I have to deal with this still. They wanted 20 to increase my speed I am paying 98 and still never get the 1
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Sara for Hughes

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Sher, we are here to help. Please post any case numbers given to you by technical support so I can research your concerns. Thanks, Sara
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Michele Frazier

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I have read a number of these posts in this forum and on the internet at large. My experience has been the same. In the 10 months I have had HughesNet, I have expeienced slow upload and download times, painstakingly slow load times for web pages and THE worst customer service I have ever had to deal with. The speed test is a joke. Called and emailed customer service 4 times in the past 5 months without resolve. I am now waiting impatiently for AT&T to come through with their fiber optic lines so I can switch back to cable and be rid of HughesNet for good.
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Sara for Hughes

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This is a great conversation that's separate from the main topic, so I created a new topic to continue the discussion. Please reference the new topic here: Slow Speeds
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Louise Overfelt-Wildoner

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I'm thinking my speeds are CONSIDERABLY slower because hughes wants us to "upgrade" to the new satellite system! There are tiny videos on the hughesnet news sight that never will download! Just regular pages take MUCH longer than they used to. For one, I've been a excellent customer for several years and don't feel I should have to pay $99 more to get a faster speed for the same price! My inlaws 2 doors down are getting the "faster" satellite, same price as me! However, their "free" time is completely different and nobody here wants to go w/ a different time for downloads.
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Sara for Hughes

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Michele, we're here to help. Please post your latest case number and I'll investigate.
Thanks, Sara
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David Neal

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well here we go again. After complaining and receiving a rebate for 3 straight months, my service improved drastically about 1 month ago. Now that i am back to paying full service bills for hughes, my service is ONCE AGAIN DRASTICALLY SLOW. today it is 279kbps on the download where as just a few short days ago it was running 1.845 mbps!!! that is great but it needs to be constant. I have learned to go into my computer and clean all the junk files out, everything on the computer before testing. I use WONDERSHARE 2012. it works great. So back to the issue, i clean everything out and it is still running 279 kbps. that is junk, I think when you constantly complain they FINALLY DO SOMETHING and either adjust the frequency on the satellite or they switch you to a different satellite that has fewer customers on it.

AS nice as sara is, the SAME PROBLEM keeps cropping up. SLOW DOWNLOAD SPEEDS. WAKE UP, it is NOT US...IT IS HUGHES THAT IS THE PROBLEM. Most us are so frustrated from calling in and getting case numbers and then having nothing DONE . So why call in? I strongly thinking about going to EXEDE.
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jssbrnk

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Same here. Service has deteriorated dramatically in the last week. Tonight I was getting dial up speeds until 11:00PM or so and only in the last hour thereabouts (12:30AM- 1:30AM) have I finally gotten up to about 250kbps, which is about as fast as I've seen in a week at any time of the day or night.
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David Neal

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now watch sara or any ohter customer service rep. she will say something like, let me have a case number so i can look into this, blah, blah, blah. You know what we have called in so many times and complained so many times ABOUT THE EXACT SAME THING, so you all know what it is. you don't need a case number to know that a multitude of customers are experiencing the exact same thing that it has to be HUGHES' problem. not ours. but yet you keep saying the same ole boring things. FIX YOUR PROBLEM BEFORE YOU LOSE YOUR CUSTOMERS!
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Jonny Olson

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David we all get frustrated with slow speeds, But if you just remember to write down the case number and post it up here under a topic, they will check your system out. You don't always get a response that you want to hear especially when you first call in to tech support just get that number. I have done it a couple of times and the most recent one, Monday, problem fixed I had a problem with my system. Corporate called me to tell me they found a problem they contacted a tech and bam problem solved same day (lucky thing tech was close to my house when they were notified) I have been a customer for almost 8 years and every problem has been dealt with in a timely manner
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Sara for Hughes

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David, we use case numbers to access your account; it's a safe way for us to pull the necessary information without asking you to post such personal details as your account and phone numbers. In addition, a case number helps to ensure me that you have troubleshot with us therefore expediting your resolution process. All of our phone calls are tracked, notated and some even recorded; case numbers provide me an abundance of information related to your specific system. You've referenced that you've noticed many people post comments about slow speeds. Although” slow speeds” may sound like the same concern to you it’s important to understand that the root of speed concerns varies. Every single system is different; your indoor and outdoor equipment is different, your location is different (yes, even your neighbor although close is not at your exact location), trees, wires and structures all create variables that need to be considered when assessing your concern with your service. The weather in specific location is a variable (if your outdoor equipment is in a particularly windy spot you may be at a higher chance of needing a re-point than your neighbor who has a pole mount). The weather on a specific day is another factor (precipitation will always effect satellite service). I won’t go into the details of your system set up but depending in whether you are an HN7000 or an HN9000 user there are literally dozens and dozens of combinations our engineers use to set up your system parameters. In addition, our installers make decisions based on what they see when they arrive to initially install your system. The plan you have makes a difference, the computer is another factor. The usage in your household and when you use the system is another variable that needs to be considered. What you do online may be a factor. Again, case numbers allow me to review all of this information and help. Considering all this I recommend giving us a call at 866 347 3282 and should you need additional help after speaking with one of our trained technicians posting your case number here. Thank you, Sara
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Pat Powers

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Well I just solved my chronic slow problems because Wild Blue Exede came to my area. On speed tests from several different vendors, it ran from 8 to more than 20 times as fast as Hughes did, and I was not on the lowest speed with Hughes. Whatever junk you get for about $80 month is what I had. Excede is cheaper (there are limits except midnight to 6) on how much you can use, but I don't think I'll have a problem. If I do, I will just get more capacity. Adios, Hughes.
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Sara for Hughes

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Pat, I'm sorry to see you go. Should you change your mind in the future please let us know. Thanks, Sara
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Thorne McCarty

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Case ID: 32836256

I just started reading this forum, and I see that the problems we have been having are universal. We pay a premium price for a pathetic system.

Has anyone had experience so far with the new satellite, Gen4?

Hughes should be offering FREE upgrades to current customers who have been struggling with their old system.

Thorne
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Sara for Hughes

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This is a great conversation that's separate from the main topic, so I created a new topic to continue the discussion. Please reference the new topic here: What is people's experience with Gen4?
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Thorne McCarty

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A related topic: How reliable is the HughesNet Status Meter?

We have relatives visiting (with children) so we are using the system more than usual. Last night, the status meter said that we had 16% of our download allowance left, so I cautioned everyone to ease up on the photos and videos until the daily allowance was restored in the morning. But this morning, the allowance had only been restored to 70%, and after some minimal use it was down to 28% again. This makes no sense, and does not seem to reflect our actual usage at all.

This is just one more frustration (among many) in trying to work with HughesNet.

Thorne
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Sara for Hughes

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This is a great conversation that's separate from the main topic, so I created a new topic to continue the discussion. Please reference the new topic here: How reliable if the HughesNet Stutus Meter?
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Sara for Hughes

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Since the original poster's concerns have been addressed I will now close this thread. If you have additional concerns or comments please start a new thread. Thank you, Sara

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