upload and download speed problem with hughesnet business

  • Problem
  • Updated 3 years ago
  • Solved
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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Alfred Eisenberg

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Posted 4 years ago

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Sara for Hughes

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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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Craig Smith

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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.
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rick.e.sims

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To whom it may concern,
I too am having speed issues! I have upgraded twice and seen on appreciable increase. The speeds vary, I'm sure depending on local demand, however the speed increase promised is not noticed. I use a router, and have hardwired my desktop computer to it. My second computer is still wireless. Both show similar performance. I have also bypassed the router directly to the modem with the desktop which is now hardwired, but don't notice a change.
I have used my cell phone running at an advertised 3G as a wireless hotspot and found it to be faster loading the same pages I use with the direct hardwired computer.
I'm very disappointed at this point. If there is anything that can be done, I would appreciate it!
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Harold Blankenship

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service is terrible and it doesn't seem to get any better. I have a Hn9000 and about 90% of the time my dial up is faster than hughes and when tech support calls i have avery hard time understanding them. Need to get support back to the USA where it would be easier to comm with them.
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crzdude

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I've had speed issues for about a year ! I've contacted Hughes and they won't talk to me! They say I have to go through my mobil provider: Motosat. MotoSat said it is Hughes' issue with overloading the Satellites! I don't care who's problems they are I just want my speed up to what it is supposed to be: especially around 4 or 5PM AZ time! It is slower than phone speed. If I could get a cable long enough to follow my Motor Home around the US I would!!!
I believe that Hughes is over loading their Satellites because when people come home from work and check their mail etc. a snail is faster!!! Pretty fed up!!!!! Their e-mail service has issues : such as the Font size, color, Bold, etc don't work with my Mac's Safari Browser! I have to use a mail program to collect and edit my mail!
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tbair

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welcome to the Hughes customer experience! have had same problems for well over a year.
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marsh_0x

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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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Stephanie Baskin

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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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Christine Wong

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I have the same problem! This past week I used two tokens in one afternoon, and just as my download was abut to be completed, connection was lost!
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marsh_0x

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Christine Wong
Now you bumped another 10 month old thread and difficult to find your post.
I give up
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Penny Heying

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I absolutely hate Hughes Net and wouldnt have it if I werent forced too because of where we live. I pay 70.00 a month and my internet is as slow as dial up. Everytime I call HN I get someone in customer service that does not speak English. You cant understand them and they always insist that you need some type of new equipment. Sometimes the reps are downright rude. I praythat soon I can get ATT or charter.
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Charles Scott, Champion

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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.
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Sara for Hughes

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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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Alfred Eisenberg

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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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Mister Coke

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So why do we need a FAP... I paid good money...
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Harold Blankenship

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service just doesn't seem to get any better no matter what i do. I delete all uncessary file and any other clutter and the speed is still slow after 12Pm untill late at night. This is terrible for high speed service.
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Bill Adams

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What speeds are you seeing (up and down)? What modem do you have and what satellite/transponder are you assigned to (i.e. 89W/1410)? Where are you located and what is your signal strength?
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Michael Kelly

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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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David C, Champion

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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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Robert Bibey, Champion

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Well said David :)
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Michael Kelly

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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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Mister Coke

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It's work for me. How let speed it up today
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Kevin, Champion

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Try not using the abbreviation for local area network.
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Paul

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I got the same message yesterday, I reposted and it went OK.
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Sara for Hughes

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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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Sara for Hughes

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The issue has been resolved. Please let me know if you continue to have trouble with your posts. Thank you, Sara
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Ron Mitchell

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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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Ron Mitchell

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I will, thanks. I'm patient.
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Mister Coke

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What about the last 3 Monday,,,
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jorge.cirrus

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The same thing, I have less than a month and the speed is like dial up, I dont use 10% of the allowance.. Cant access a dvr system from outside, ports closed..Tech support is like you were talking to robots.. Call back if it does it again.. Very poor service.. Very disatisfied
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marsh_0x

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Hi jorge.cirrus
HN is bordering on deep trouble over loading the transponders peak time I get barely 350kbps, for 6 hours of crap, but it took 20 months to catch up with me so I was happy.

I also have WB same $84 plans to compare with 4,000 tests stored online with TMN.
Today I discovered my local Cellcom tower free trial wireless modem 50GB FAP, 800-1000Mbps peak hours with a ping 0.19ms for $42 imagine that. a day I shall never forget

Just wait until HN starts migrating the 7000 modem to come on over to the 9000, your future is bleak, sorry to say
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Arica Metheny

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I have hadeHughes Net since the last of Nov. 2011. It takes 20 min. or longer to get to Hughes net after I have logged onto the HN site. What can I do to fix problem??

Resa
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Mister Coke

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Race is on it's 38kb/sec today...
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David C, Champion

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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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Mister Coke

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Yes the last time said call Acer..
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Ron Mitchell

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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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Ron Mitchell

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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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David C, Champion

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OK, whatever. 49 kB/s is fine for browsing, probably even for streaming video. I wouldn't be wasting my allowance on downloading 128 MB AV files during the day, and who cares if it takes 40 min anyway?

I guess this is the difference between people who can live with Hughes and those who feel cheated. Sorry, but you're free to go back to dial up anytime, which would then be about 8 times slower, or about 6 hours for that same file!
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Ron Mitchell

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Excuse me? I pay well for a service and during the weekdays it'll load in 5 minutes. There is a thing called consistancy. And no, I can't watch video's. They take about 10 minutes to load a 2 minute video. I get to watch it 3 seconds at a time with about a minute load, 3 more seconds.
Go find somewhere else to troll loser. I don't care what you have to say.
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Mister Coke

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That why I have to download the video....
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Ron Mitchell

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The first 3 weeks the video's took about 20 seconds to start and tou can watch it no problem. I'm done with this forum and idiot trolls. I'll go back to the $12 dial up and get the same service.
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David C, Champion

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Well I'm glad I can't download 128 MB in 5 minutes, because I'd be FAP'd in 15!
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Kevin, Champion

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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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Mister Coke

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Here herd that two week ago from some dumb a s s.....
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Mister Coke

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Where the h ell patch at.
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Kevin, Champion

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This is a public forum, please keep it civil.
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Mister Coke

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What speed will It's be today.....
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wbv1213

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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.
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David C, Champion

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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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jakehartung

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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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Budro

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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.
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Kevin, Champion

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They do that because flash tests are seldome if ever accurate. Speakeasy uses the same test as speedtest.net and is known to be very innacurate showing sppeds extremely slower than they really are. If you do not trust the HN test which I don't personally then go to testmy.net, click on download test and then click on the 12 MB test and run it and then forget that result and run that same test a second time and you should get a very accurate result. The reason you throw out the first test is the same reason when you start downloading a file it starts really fast and the slows to a stable speed, this is called burst speed and your first test will read this and use it in the average but you will only get a burst on the first test so your second test will be accurate. Also you can start a large file download and let it get to at least 20% into downloading and take the speed it is reporting times 8 and put a decimal point after the first number and that gives you the line speed in Mb/s, so lets say your file is downloaded at 500 KB/s 500X8= 4000 so you get a line speed of 4.0 MB/s.

Also be aware that for me at least, the HN meter shows speeds way slower than my actual speed but HN still won't aknowledge the TMN test either.
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Budro

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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.
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Kevin, Champion

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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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Philip Workman

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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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Philip Workman

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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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Philip Workman

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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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Karen Wolfe

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ok from what i understand ..... if your use your time on the net at 10pm. it will reset at 10pm the next day...and if you used it the next day at 3pm it will reset at 3pm the next day... ( you only get so much time for a 24 hour period) so if it runs out at 3 t will reset at 3 the next day there for 24 hours later .. hope this helped you
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avenger21

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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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Kevin, Champion

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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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