upload and download speed problem with hughesnet business

Hi, I recently upgraded to hughesnet business from residential.

I started with express 200, and got rates as advertised, both with the hughesnet bandwidth test and others like testmy.net

I upgraded to express 300. Hughes bandwidth test shows speeds close to or at maximum advertised. But, when I test with external bandwidth testers, like testmy.net, I only get 1.8mbps download and 250 upload, as if I was still limited to the express 200 rates between hughes and the rest of the world.

I've tried at different times of day with same result, hardwired as well as through my router.

Is it possible that although between my house and hughes the rates are fast, the other half of my connection to the internet is still limited to express 200 rates?

Just wondering if others have similar issue and/or if there is an explanation for this.

It's obvious I have nothing wrong with my PC or MAC, because the hughes tests are fast and I can get much higher speeds when connected via cable, dsl, etc.

thanks in advance for any help or experience with this.
alf
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  • Hello Alfred,
    I have forwarded your concerns to the appropriate department and you should be receiving a call from us soon.
    If you do not hear from us please feel free to let me know by posting here. Thank you, Sara
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  • My web response is averaging about 20 seconds and my download speeds are only averaging about 1/3 of what I am paying for. I have an HN9000 and my system has been operating poorly since the upgrade.

    This reply was created from a merged topic originally titled
    Horrible connection speeds.
    • view 5 more comments
    • welcome to the Hughes customer experience! have had same problems for well over a year.
    • tbair
      Have you asked for help, a year sure is a long time to make that decision.
      What have you done ?
      Call customer care ?
      What modem 7000 or 9000 will be white for identification ?

      A wise decision to post on this forum and an Employee may see your reply but thread has really gotten to be a long read, easy for Sara or Katie to miss yours.
      Hard for me to find your reply buried.

      Be sure to have built up history of speed tests especially when slow to when/if a congestion issue. As in peak hours is likely the issue.
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  • I’m frustrated
    I pay over $100 for the service and it still is so slow. I also have to purchase several restore tokens in a given month just to get through the day to day on my system so then it comes to be alot more than. Come on people speed it up and lets us be able to download like normal internet providers.
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    • Penny, you just bumped an 11 month old thread... You would be better off to create a new thread for help with your particular system and concerns.
    • Penny, I'm sorry to hear you've had trouble addressing your concerns with us. Please post your latest case number so I can look into your account information or start a new thread as Corrosive suggested above. Thank you, Sara
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  • I just wanted to report that shortly after the problems I reported I've been getting great speeds as advertised most of the time.

    The problem is when there is a problem like I reported, I'm sure if you get to the right expert at hughes they would know what the problem is, and probably it's some bottleneck at the hughes NOC.

    The problem is when calling support there is no way to get the real answer and then of course the problem goes away in a few days.

    Still not happy with FAP, etc,, but I understand why they have to do this.

    And wow, we just got an extra 50mb/day woohoo..
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  • 1
    Here are some things I do to insure I get the best possible speeds and reliability form my computer and internet. They could be causing your problems.

    I am running; Windows XP Pro SP3 with all current updates, drivers and firmware. Internet Explorer 8.0.6xx with all current updates and Pop Ups Blocked. HN9000 modem most updated satellite dish according to HN Sales Department. 2 MB RAM, 2.2 Duel Core Processor.

    Internet Explorer (Under Tools)

    Manage Add-ons

    A lot of sites automatically add their add-ons. According to Microsoft many add-ons will slow Internet Explorer Down, cause it to miss-load pages freeze/lock-up or not load pages at all. If you have add-ons from sites you don't know, don't trust then you need to disable them. While you are surfing the NET if you get the message it has blocked a pop-up, more than likely it wants to enable one of the add-ons you disabled. Now you decided if it's an add-on you want running constantly or if you just want to enable it each time you enter that page. I have narrowed mine down to 7 add-ons. All of which improve performance.

    Browsing History (Options)

    I keep my history maintained throughout the day. What sites I visit determine how many times and how I clean it out. I use Auto complete, remember password and keep the site files for pages listed in my Favorites. Any time I visit a site I don't trust for whatever reason, I delete everything using the delete button under I.E. 8 internet options. I do this at least once a day. When I visit sites not in my Favorites list but trust them and use them a lot I delete only the info from those pages.

    Windows XP Pro

    Disk Clean Up utility (Start Menu, ... Accessories, System Tools)

    I run this every 2-3 days immediately after I do a complete history clean up in I.E. 8. There are a couple boxes I don’t check when using it. Most of them are checked though. This is done more for security than speed.

    I’m not getting into the Task Manager discussion. I recommend Microsoft Support for this. You can’t configure anything but it is a good monitoring tool.

    Microsoft Configuration utility. (msconfig)

    If you don’t know what you are doing then be careful or stay out!!!

    STARTUP tab

    In here you can see all the programs your computer starts automatically. Some are required for your computer to run. Others just sit in the background waiting until it is needed. They can use a lot of memory which will slow your system down. I only start programs my computer must have and a couple security programs such as virus, etc.

    You can use msconfig to configure this. If you do there is a chance you will get a windows boot up error when you boot up. This is why I edit the registry to control my start up files. Go to Microsoft Support, they have great instructions on how to do things like this.

    SERVICES tab

    When you go into the Task Manager, click on PROCESSES tab you will see a lot of processes running. Most of them are needed to run your computer, network, etc etc. I keep an eye on all my processes. However, I don’t use msconfig to configure them. I use the Services utility found in the Control Panel under Administrative Tools.

    Msconfig is a good, quick way to check out your system. When you see something that may need configured or deleted then use the other options I mention for configuration. I frequently refer to Microsoft Support. I highly recommend you use them, learn what you need to do and then use their step-by-step instructions to fix the problem. You’ll be surprised at how much you will learn and at how easy it really is.

    SERVICES (Control Panel, Administrative Tools)

    I use the Services icon in the Administrators Section in the Control Panel. In there you click on a service and in the left pane it tells you what the service is for. Right Click on it and check its properties. Make sure no other needed services depend on it before you start. I highly recommend going to Microsoft Support and learn about this before you attempt it. Again, they have great information and step-by-step instructions.

    If you have never done the above it will take some time to get everything figured out. The beauty of it is when it is completed you will have a pretty good running system and when your computer slows down you will know how to check and make sure it is not your computer. When it involves an internet problem you will have no doubt the problem is somewhere other than your computer. If you are on a network it could be a problem in the network. It could be in your cabling and it takes less than 1/16 of an inch for your disk to be off . If you’re signal strength isn’t high enough then I would check the disk for damage, make sure nothing has been put in or grown in it’s line of view and if needed get a tech out there to point the disc.

    It wouldn’t surprise me if Hughes has screwed something up and caused this problem. But I guarantee you some, if not many of you, will find the above to help a lot. I will agree Hughes has the worst phone in and email tech support. I have been with Hughes many years. This community is a blessing. When Sara says to email her with your account details, name in the community and a good description of your problem then I would do it. Every time I have emailed her after she asked me to the problem ended up getting fixed. Yes, it still takes time for them to get the problem to the right person but in the long run it has always paid off for me.
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  • These are good points, but my best guess is that tweaks to your own computer won't help much with your Hughesnet service. When the service drops off or becomes random, it's probably your HughesNet equipment or HughesNet congestion/saturation.

    Painful as they are, the scripted tests that Customer Care take you through are a logical approach to diagnosing your problem. If you can get to the point that you've eliminated faults at your end (i.e. your computer, your network, your modem, your transmitter, your dish alignment), you're stuck with a HughesNet issue. That's the point at which people should be looking for help at sites like this one.

    And my own personal preference - get rid of Windows! Most of what you suggest here is dealing with Windows issues, which will (as you are saying) bog down your computer. Open source software is transparent, flexible, well supported and FREE!
    There's a learning curve, but I've never looked back since I started using it.
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  • I'm trying to make a post but the website says I am using profanity. I have read it several times and can't find anything that comes close to profanity or abusive in any way. I can understand censorship is needed at times but this is going too far when there is no profanity or anything like that in my post.
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  • I got the same message yesterday, I reposted and it went OK.
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  • Thank you for bringing this to my attention... I will check to see what might be causing this. Sara
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  • This reply was removed on 2011-10-27.
    see the change log
  • I been with Hughesnet a month. I'm a former satellite tech and watched the install closely. The man done an expert job and got me the strongest signal possible. For the most part I'm satisfied. 3 seperate times my download speed has been dragged down to dialup speed and I used nowhere near my daily allowance. I usually use 5-30%.

    Every time it drags down, weather is clear and it's either Friday, Saturday or Sunday.

    I talked with support and they troubleshooted and they offer no explanation. Call back if it does it again.

    I have a brand new computer with no issues.

    If I update Norton at 3am, it takes 5 minutes. Tried it during them peak periods and it ranged from 9kb/ sec to 87kb/ second and says 5 hours. That's dial up speed. I went back at 3am this morning and it downloaded at 290kb/sec.

    I am convinced HN throttles you down during peak usage periods whether you used your allowance or not.
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  • This reply was removed on 2011-11-12.
    see the change log
    • Post some speed test and response test results using the HughesNet tests. I have never had my service drop to the speeds you talk about, even with the dish misaligned or under FAP restriction.

      Do the tests with no other browser open and nothing downloading. Connect the PC directly to the modem. Sorry, but I just don't believe that customer care would tell you everything is OK if you can show them those speeds.
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  • @ David C, since you are such a know it all, here's the reference number.

    #29132197 Call them yourself !

    Next time I'll get a screen shot if I knew I was going to be challenged.
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  • Here's a screenshot from just a little ago. It's been going 20 minutes and only 33% downloaded. It's faster than Friday, but still slow as a turtle. Signal strength is 174. It was 181 Friday.



    testmy.net said 2.8Mbs download, 160kbps. So???
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  • Another person on another forum is having this problem too, her download speed is reporting to be fine with testmy and HN test but it takes her 20 seconds to load her homepage and she can't download because of the same problem you are having. I tell you this to tell you that Patrick is working with her and it is my understanding that they are trying a software patch they are going to roll out ...I assume to everyone but you might ask about that when Sarah or Patrick contact you Monday.
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    • the last few weeks we've had TERRIBLE Hughnet service...AGAIN. I have a brand new Mac, so that's not the issue. Some emails take 5 minutes to leave the outbox.
      Some never do leave. Some pages load...some don't.
      Trying to download a YouTube is miserable.

      I'd call tech support AGAIN...but the last time, after 45 minutes, I was disconnected & the problem was not resolved.
      I'd love to hear why service is so slow, when we pay $100 a month.

      HUGHESNET...please respond.
    • wbv1213,
      You should start a new thread, since this one is marked as "resolved". State which plan you are on, which modem, give your signal strength, how long you've had the problem, any interaction with customer care etc.
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  • Either Slow Download or NO SERVICE AT ALL, but ONLY during Daytime Hours...???

    I have no intention of ever calling the toll free number again. I spend 80% of every call asking the clerks who answer the phones to repeat what they said, because I cannot understand them. I don't speak Hindi and they don't speak English well at all.

    I'm seriously thinking of dumping Hughes and going wireless broadband.

    The results clearly support my original complaint. During the daytime hours, your(Hughes) downlink speeds are EXTREMELY slow. Generally, during the night time hours, your system provides downlink speeds at what I would call 'Normal' speed."

    The table below summarizes my Web Response Data, by date and hour. The time listed for each hour is the AVERAGE of all tests performed in that hour and the total number of tests I completed in that hour are listed last.

    Date Time Response Time # of Tests
    11-18-11 2200-2300 6.5 sec 5
    11-20-11 2200-2300 7.1 sec 6
    11-21-11 0001-0100 6.5 sec 9
    11-21-11 1200-1300 104.9 sec 18
    11-21-11 1300-1400 244.3 sec 7
    11-21-11 1700-1800 14.6 sec 16
    11-21-11 2000-2300 6.3 sec 14
    11-22-11 1200-1300 131.2 sec 11
    11-22-11 1800-2300 8.9 sec 15
    11-23-11 1100-1500 109.6 sec 21
    11-23-11 1800-2000 7.8 sec 5
    11-24-11 no tests done
    11-25-11 no tests done
    11-26-11 1600-1700 11.5 sec 6
    11-26-11 1700-2300 96.2 sec 14
    11-27-11 System Un-usable, no Rx Lock, no TX Lock
    11-28-11 System Un-usable, no Rx Lock, no Tx Lock
    11-29-11 1100-1200 62.2 sec 9
    11-30-11 No tests done
    12-01-11 No tests done
    12-02-11 1000-1200 61.2 sec 17
    12-03-11 1000-1300 73.2 sec 23
    12-04-11 all day long...System Un-Usable No Rx Lock, No Tx Lock
    12-05-11 all day long...System Un-Usable No Rx Lock, No Tx Lock
    12-06-11 0900-1700...System Un-Usable No Rx Lock No Tx Lock
    12-06-11 1700-present time 8.8 sec 19

    This performance level is unacceptable. Particularly given I had to pay $125 for a Service Call just a few weeks ago. Not to mention the oddity of the Hughes System being either totally Un-Usable or just Download being slow during daytime.

    Anyone have any ideas or thoughts???
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  • Tonight's lightening fast seed to LA server from TX: 0.02mbps down 0.04mbps up
    Taken from speakeasy.net
    If you call tec support, they are not interested in what speed test you use if it is not the one hosted on their server.
    Only one problem with that... No one pays for an ISP only to download content they host.
    Its called "world wide web" for a reason.
    • view 1 more comment
    • I find speakeasy to be very accurate with every other ISP I've used. However, I don't really need a speed test to tell me when my connection has slowed to dial up speeds.
    • Actually it did get closer than most of the Ookla tests do, a bit inflated with 5.6 down and 330 up. should be 4.9 down or around that and 250 up so no too bad but still not accurate.
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  • Nothing against the person on the blog today.

    But the standard answer is "I will turn it over to the proper dept and they will resolve your issue"

    This is not only incorrect, but a run around from HughesNet.

    This service is overpriced and literally is to be considered the poorest example of satellite internet. No let me take that back, Wildblue is worse, but HughesNet must be put at or just below that service level.

    I avg about 1Mb download per min. So a 60Mb file takes 1 hour to download.

    I have several calls to the customer service, technical and all the services that are available at HughesNet to assist you.

    My other problem is the connectivity. I go days with no ability to connect. This past month I had 9 days, could not connect at all.

    Called to get a credit on my account. Was emailed (Quote) " I have scheduled a callback from Hughes Billing Support, You can expect a call back within 2-3 business days." (End quote). This was on the 18th of Dec, still waiting. Must be waiting for the 3rd day to respond, if they even do.

    Overall, I am not happy with the $89.00, I spend each month. But its either this service or the Wildblue. Oh, woe is me. ROCK AND A HARD PLACE.

    Thanks for reading this, if you did, and let me know what you think. To much complaining, should I just take it and be thankful for any internet???????????????
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  • I’m frustrated
    I did as you said and ran the test thru TestMyNet and received the following results:

    1st test - 4 MB with a 2.5 Mbps@316 kB/s
    2nd test - 3 MB with a 2.5 Mbps@326 kB/s
    3rd test - 12 MB with a 2.5 Mbps@320 kB/s

    This registered as a bit above the avg of 2.2 Mbps with HughesNet customers.

    And a whopping 47% less than the users testing in the last 30 min. Which was at a 4.7 Mbps.

    This was done during the day on Tuesday, Dec 20th at 3:50 PM.

    I will conduct the same test during the free time after 2 AM tomorrow morning. I will guarantee that the speed will be ALOT lower.
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  • Can someone explain, IN ENGLISH, how the download allowance reset time works.

    I have tried to find an explanation on the website that clearly explains:

    What time it resets
    Why the time changes daily
    How much you have left

    Basically, how is this thing setup to work.

    Again, please don't give me the HughesNet answer
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  • i would take any speed tests through satellite with a grain of salt even the hughesnet ones. The best way to check your speed is to actually download a file and figure it out that way.

    1mb = 120kb/s download speed
    2mb = 240kb/s and so on
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  • Yups, if you want an exact waswer then take that download speed times 8 and add a decimal point after the fist number to get the line speed in Mb/s.

    example 150 KB/s X 8 = 1200 or 1.2 Mb/s
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  • Exactly, many do not understand the difference between bits (8 bits to the byte) called binary logic.

    When using KB you must capitalize the KB for bytes as Kevin noted above.
    A bit is is whether a simple transistor junction is turned on (1) or off (0).
    Kilo to meg is a simple 3 digit to convert
    ------------------------------------------------------------------
    Just for fun the using the words "A better understanding" binary is
    01000001 00100000 01100010 01100101 01110100 01110100 01100101 01110010 00100000 01110101 01101110 01100100 01100101 01110010 01110011 01110100 01100001 01101110 01100100 01101001 01101110 01100111
    ------------------------------------------------------------------------------------------------------

    As mentioned not to trust any speed test, that is proven how TMN is showing me double speed to 8Mbps is wrong, having 4,000 tests stored there proof is in the pudding.

    I log into TMN 1st with WB remains accurate, switch to Hughes to see the inflated values of which started when Hughes made the change to double speed.

    Then I log into Hughes speed test to see 3.5Mbps (accurate) then WB at its normal 2 to 5 times slower.

    Speedtest shows me very slow results, not worth my effort to use.
    Speakeasy is very hard to even log in, in the past was an accurate test.
    My reference has to be only Hughes.

    Your true speed if concerned is to download a large file and time it from a "Dedicated server" i use a 118MB file from Filehippo not some You Tube video being shared..

    Marsh.
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  • We have had this system two weeks. It is horrible. The tech support is a joke. They can't understand anything. My data card is faster than this thing. Come pick this up!!!!
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  • I have been having problems with download and up load speed i have contacted and have been working with hughesnet tec. dep. for a week now and nothing is being done to fix the problem for the amount i am paying for the service im getting im so sorry but i think they should be paying me .... i'm ready to give up on hughesnet and go bk to dial up it was faster then what i am getting now and didn't cost 1/2 as much... oh then began after i upgraded and now i have to keep them for two years or pay extra for disconnecting...i dont think it is right that everyone of us has had this same problem AFTER an upgrade in services..
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  • wow they fixed the problem with my download and upload speeds ( it lasted 2 whole day ) great job hughesnet ... now lets see if you can fix it for good .
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  • Well they fixed my issues and contacted me and said they had found a problem with thier server configurations. Everything ran better for about 3 months and kaboom my service has slowed down again. Once again the technicians I spoke with were incompetent and argued with me that I couldn't be having the problems I was telling them about even though he didn't understand what a trace route was. I pointed out numerous times that my trace route findings were again showing problems at the Hughesnet groundstation but he couldn't seem to understand what I was talking about. I don't blame him though because the English they use in India is a little different and they use terms differently. They second technician I talked to was a little friendlier but just as ineffective. Needless to say my connection is still so poor that even with my firewall turned off my connection speed is so poor that it times out trying to log into hotmail. The DNS server fails to work regularly. Since Sara(one of the Hughesnet techs for the forum) was actually effective in solving my problem last time I wanted to post again with the hopes of getting this problem resolved. Thanks in advance.
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  • 1
    Today I tried to download a youtube music video. It took 1 hr 46 minutes to download a 7min, 32 sec video. I got faster download speeds when I had dial up. It's like this all the time. I can never watch a news video because of the length of time it takes to download. I don't care how many MB you're allowed in a day, the download speeds should be the same. If I go over my allotment then that's my problem, but I'm seriously thinking of getting rid of Hughes. I can get better speeds with a phone line than I'm getting now and there is no limit on how much I use.
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  • Hi, for the most part I've been getting a good percentage of the speeds advertised, but when I notice things getting slower like today, all day, I am getting Download :: 185 Kbps 23 kB/s. Upload :: 238 Kbps 30 kB/s.

    I'm paying $200/mo for the 512k up/3mb down plan and this seems a bit extreme to have speeds like this even during busy times.

    If I run the hughes connectivity and speed tests, it says 256 up/2.5mb down, which is great, but can only get that with the hughes test. going anywhere past hughes, it's slow and I've tested downloads from multiple places.

    I can put my pc on any other network and it goes plenty fast.

    What is the best way to report problems like this and get some kind of explanation?

    Anyway to get signed up early for Jupiter :-)?
    thanks
    alf
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  • I’m frustrated
    8-10-12
    To Whom Itmay Concern:

    I had your company set up HughesNet for me because I was told how much better it was to have Satelite Connections for Web, but I have to tell you I have yet to see anything better than what I had before with Verizon. I am contracted to your company for another 13 months, and I am forwarning your company that if I don't start to see improvements very soon I will start looking elswhere for better service. My Web History repoprt shows that on March 11, 2012 at 13:11 my time response in seconds was 5.2 and on this date August 10, 2012 at 11:13 it is now 8.6. YOUR SYSTEM IS TOO SLOW!!!!!!!!! GET THE SPEED UP NOW!! If not, then lose a customer, and beleive me, you do not want to do that.

    Sincerely,
    William J. McClelland
    • Hello Bill, certainly we need to make sure your system set up is up to spec. When did you get installed? Have you noticed a drop is speeds recently or has this always been a concern? Have you called us at 866 347 3292? If so, please post your latest case number so I can look into your account. Thank you, Sara
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  • I’m annoyed
    I have this same problem until 3 weeks ago my speeds were fine was getting the normal 200kb or so download speeds from sites. Since those 3 weeks its been unbearable. When trying to download its constantly between 4-34kb a sec. Im paying 75$ for a worthless connection its getting to the point id almost rather be using dialup again. Atleast that doesnt cost as much and the slow speed is expected of them.
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  • I’m Caged and can't get out.of the Monopoly
    I've had the same issue for 8 years! You might as well save your time and energy contacting Hughes. Sara for Hughes just says things in the forum to try and make people think Hughes cares: The only thing they care about is your monthly payment!!!
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  • Daniel and Crzdude --

    Sara does more than just talk - but you have to remember she's only one person and it may take a day or two to get to you.. She will see your posts in the morning and I'm sure will ask you for your site info etc to have the engineers look into whats going on -- Hughes does actually care about the customers - hence this community - and we're located in the USA haha :) Hang tight guys and if Sara or another of the employees doesn't answer you by tomorrow afternoon I'll message you and have someone look into it -- Don't lose faith in Hughes just yet lol :)

    Robert
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  • Hello Daniel and Crzdude, as Robert said above, please post your latest case number so I can look into your account details to make sure we haven't missed anything while troubleshooting with you. Any additional information you can provide such as your speed tests, the sites you're trying to access when you notice speed decreases, time of day you're noticing speed decreases, etc... would be helpful. I look forward to your response. Thank you, Sara
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  • Hello Daniel and Crzdude, it's been almost a week since I heard from you. Do you still need my help?
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  • Since we have not heard back from you in over I week I'll consider your concerns addressed and close this thread. Thank you, Sara
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