Why is HughesNet so slow?

  • Question
  • Updated 4 weeks ago
  • Answered
As a new customer I am extremely disappointed in the performance of HughesNet Gen4. I have yet to see a Download of greater than 1.5 Mbps on the Power Plan which advertises a 10 MBps download speed. Very few of the tools downloaded work properly with even the status meter giving an error nag of not recognizing my HughesNet modem. Log in to the Customer Service area has page loads even slower than any other internet site. This company should be shut down with false advertising and claims they can't live up to in their service plan offers. What a mistake signing up with this crowd..
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David L Blanton

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  • sad

Posted 2 years ago

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Suz

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Hi David, I'm so very sorry that you are having difficulty with your service so soon. I was able to access your account by your community username and we are performing some troubleshooting remotely. I have also made sure that you are taken care of. I'm positive that we'll be able to get everything taken care of and we will be in touch with you shortly.

Suz
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Pat

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OMG this is our story....we can't get on demand...Netflix....what a mess...scam
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russ geldhof

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I have had Hughes net for like 2 months now. It worked great the first two days. Now it is ABSOLUTELY TERRIBLE! I would put money on dial up being in contention. What is the reason for this. I have tried different routers, plugging directly into the modem, and it doesn't matter. Very disappointing.
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Charles McCool, Champion

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russ could you post a resent case number or the serial number from the label on the back of your modem so the mods can run remote diag and see what the problem is, please dont post you san
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Warren, Official Rep

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Hi Russ,

Thanks for the reply. We were able to locate you account successfully. We are currently running remote diagnostics, but to help us address your concerns, please connect your computer directly to the modem and run some speed tests for us to evaluate.

Run a set of 5 speed tests 3 times over the course of a 24 hour period for us to properly evaluate your speeds.

Your patience and cooperation is appreciated, and we look forward to hearing
back from you.

- Warren
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gary prine

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Run speed test 122 to 143 Kbps down and 290 to 915 Up Kbps that is what you get with Hughesnet.I can't get to Mb speed yet something wrong somewhere.


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Colette Rofe'

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When I actually had service from July 23rd until everything shut down this past SAt., I was getting decent speeds but having the EXACT same issues with the tools.
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Suz

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Hi Colette, since your tools are not recognizing your modem, this doesn't have to do with your HughesNet service, the cause would stem from the software installation or your router if you are using one. If you are using a router, have you tried to reboot your modem, router and PC as well as connecting your HughesNet modem directly to the PC?

Did you install Adobe Air before you installed your Status Meter? If not, please uninstall your status meter completely, install Adobe Air http://customer.kb.hughesnet.com/Page... and then reinstall your status meter making sure you are installing the latest version http://customer.kb.hughesnet.com/Page....

What other errors are you receiving with your tools? Are they time-out connection errors or something else?

Suz
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Suz

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Hi David, we are still remote troubleshooting your system. Please expect a call from us this week. Suz
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Suz

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Hi again David, we are still looking at your system but need more consistent speed tests performed. Please perform five speeds tests in the morning, five more in the afternoon and then another five in the evening. We need these results before we can continue evaluating you service.

Thanks!
Suz
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David L Blanton

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I talked with a service tech last night and went through some trouble shooting that made no improvements. A new modem is being shipped. Below are some speeds I am getting.

08/15/2013 07:01:53 9781 1031
08/14/2013 18:59:08 337 955
08/14/2013 18:54:18 1211 884
08/13/2013 19:01:53 323 832
08/13/2013 07:19:58 9893 1013
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Suz

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Hi David, I'm very glad that hear that we are working on getting things addressed and that you will be receiving a new modem. Please keep me updated and let me know if you need my help.

Suz
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Brittany

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Mine has been extremely slow today. My download speed is supposed to be 10 mbps but I'm getting 0.03 mbps. This is ridiculous considering the amount I am paying!!!
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Blake

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Good morning Brittany, and welcome to the community. I would like to assist you, but was unable to obtain your account information using your community information. Could you please post a recent support case number, serial number of your modem, or full name of the account holder so we may better assist you?

Thank you,

Blake
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Nma A

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ya this is a bunch of bs i am paying top dollar and i cant get less then 800 ms....... wtf
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Pat

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Totally agree...Hughes Net is the biggest rip off I've ever seen....can't believe this hey Suz....are you still trying to "fix" things? Would hate your job....
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Dusty Weber

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I also would like to address some issue with my service i have called several times and all they say is it is working correctly...i hate to tell you but it is not i do speed tests daily and i am not recieving a tenth of the service i'm paying for. I realize that when you guys sell theses packages it is marketed as UP TO 10 MBPS but when every person i have seen a review from is usually getting under 1 MBPS thats ridiculous come on, seeing that sattelites communicate from thousands of miles away to the dish i fail to see how location could differ a whole lot on service unless your in a shielded area but i'm in the wide open. So is anyone at hughes net going to step up and tell there customers ya our service is garbage and we can't help you or maybe that they will actually do something to fix it or maybe reduce the bills a little bit. I use the internet for my business every day and my time is worth $50 an hour to every one else so that fact that i have to sit on hold for an hour to get anyone and then not get a single bit of useful help or information absolutely disgusts me this internet has cost me more time and money than a legit internet service would have even been worth, for this kind of service i could go park in mcdonalds parking lot and get decent internet. And as far as the crap 10GB limit that takes about 2 days to use up then it goes into "throttled" mode...to me throttled does not mean doesn't work at all because that's precisely what happens after the throttling has taken affect my brand new computer struggles to load one page at a time and if any other computer is on the connection there is no chance it will stailmate and not work at all...so tell me should i be irritated?
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sgoshe

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I get 10Mbs download consistently. With satellite it has to do with what beam/channel you are on and how loaded it is. Also what gateway it goes through and how loaded it is.

I would advise to cycle power to the modem by unplugging from the wall, not he back of modem, wait at least ten seconds, then reapply power.

You may get lucky and associate with a less loaded gateway. If no joy, you may be on a overloaded beam.

If you are in FAP mode then you'll be lucky to get 150kbps.

All I'm going to say on this.
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Rocky

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Hi Dusty-

Assuming I located the correct account in our system for you (phone number ends in 94 - is this the correct account?), if so, I see no speed tests done on our system.

http://consumer.performancetests.hugh...

If you can 5 back to back tests at several times throughout the day, we could get an idea of what your site is getting and go from there to try to help.

Thanks

-Rocky
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Pat

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Yup same story....ok Suz.....what are ya saying now?
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Dusty Weber

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I've tried unplugging and plugging the modem from the wall several times with no luck...
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sgoshe

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Are you in FAP mode?
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Dusty Weber

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I don't know how to go about doing a speed test on.your system I always do it on speed test.net how do I look to see if I'm in fap mode
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sgoshe

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sgoshe

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For speed test go here and log in with your SAN: http://consumer.performancetests.hugh...

Once logged in run this test:

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Blake

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Good morning, Dusty. Sgoshe has posted the correct link to run speed tests on Hughes's speed test site. Please let us know if you have any further questions about these tests.

Thank you,

Blake
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Dusty Weber

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I was able to run the speed test in throttled mode and not in throttled because the monthly cycle is was over yesterday but only was able to get the download speed in non throttled mode
Throttled
28.7sec
35.4
27.7
18.2
17.1
Non throttled
4 sec
3
3
3.2

3.6
3.3
6.3
3.1
4.0
3.6

Download Speed
Upload Speed

5168
801

8616
1024

7163
882

7276
993

6005
932
-----------------------

5291
781

1991
743

7674
563

8039
949

6400
782

Streaming videos even un-throttled is slow the majority of the time the internet will hardly function on throttled.
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Pat

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Ok so to be a Hughes Net customer u need a degree in computer engineering or at minimum technology......you HAVE to be kidding! Get this garbage out of my house!
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Dusty Weber

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NO reply????????????
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Blake

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Good morning, Dusty. Thank you for posting these numbers. Please expect a call from us to troubleshoot your system and work on addressing your concerns.

Thank you,

Blake
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Dusty Weber

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I recieved a call from hughes net and we went through the routine..unplug the router, log back in do a speed test BOOM 10.3 mbps download and .79 upload...couldn't ask for much better right...i stressed a few opinions about my bill and turns out i definatly got lied to on the charges on my account. She credited me some free data tokens and money off my bill for a few months...but i checked it again an hour later 7mbps down .41 up , one hour after that 3.6mbps down .4 up

now 24 hours later i'm too 1.12 down .16 up that wasn't peak time from what i was told and i tried it router less and that's what i get so.... what now???
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Blake

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Good morning, Dusty. What site are you running your speed tests on? Could you please list the site?

Thank you,

Blake
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Dusty Weber

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The official hughes net site and speedtest.net
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Blake

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Hello, Dusty. Did you use your SAN for the HugesNet site? As well, speedtest.net is not an accurate testing platform as it does not account for latency which is found in satellite internet.

Thank you,
Blake
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Dusty Weber

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Yes i used my SAN..I understand your going to say every other test but your own will be incorrect but funny how it mimics the test off your site pretty close. Regardless i don't care i wanted to try another place as long as I am still using your test then why does it matter, those were all results posted from your site so let me ask why is there a debate on the service i'm using to test i use YOURS and SEVERAL OTHERS!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!! When can i expect someone to legitimatly help with my service issues????
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Blake

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Dusty,

Please expect a call from us to schedule a technician's visit to your site. The call will work with you for a time that the technician can come to your site and take a look for you.

Please let me know how this goes.

Thank you,
Blake
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Nma A

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yah this is bs.... i am a paying costumer i have a new router i direct connect to my modem.... everything i get no less then 800 ms.... this is complete bs i am so unhappy with your companies lies..... i dont get the internet service i was promised
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Dusty Weber

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I talked to the rep on the phone she admitted my bill was flawed and that i was lied to when i recieved the service so she offered me money off my bill for 6 months and some free data she said the system was in perfect working order but otherwise she wasn't much help as soon as she called me I did several speed tests while on the phone and the speed was great 10mbps download and 1mbps upload she reassured the problem was my router so I left it unhooked and did several more after I got off the phone sure enough an hour later it was down to 5~ 7 download and .41~65 upload another hour goes by it's down to 1~ 3 and .2~.35 another hour goes by and less than 1mbps download and less than .1 upload . Also the latency was 950+ after the first hour. So the technician came, system check was 100% he checked and re checked every part of the system and it checked out 100% as well even with my NetGear router unhooked he said he has never seen anyone with speeds that low he tried re positioning the dish and got no results it was set perfect where it was he said I'm on the edge of a cell but if there wasn't good signal then it would have failed the system check because it's very sensitive but it passed with flying colors, he told me that Hughes net just can't provide me with the service I'm paying for....and he was a very smart, thorough, and helpful person frankly he deserves a promotion for how in depth he was and listening to all my questions not talking gibberish like all the Hughes net phone reps so now what...I WOULD REALLY like to be rid of this contract this is bull I know it's bull because I found out actually the tech discovered I have 4 neighbors with Hughes 2 of which are on the gen4 and there internet is just as slow I've checked with them they just don't bicker and were willing to take that... I however am not I want out of this contract without paying your outrageous $400 early disconnect fee as I was lied to originally by the tech that installed the system telling me I had 3 months to decide and after something to the effect of 31~34 days I called and wasn't satisfied I was told I couldn't cancel without paying $400 and I have been getting over charged by $30+ a month every month I have all this information recorded along with all conversations even with the technician if this isn't resolved in 15 days I will be contacting the BBB
Have a merry Christmas
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Dusty Weber

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The download and upload speeds above were a guess as I didn't have the pad of paper handy the exact numbers are in my previous post when I originally talked to the rep
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Rocky

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Good morning Dusty-

We're happy to try to help you, but we'll need more information.

I looked up your speed tests on our system and only see one, which was done on 12-17-13.

For us to try to resolve any issues you may be having, we need to see more of those tests to evaluate what your site is getting.

http://consumer.performancetests.hugh...

Please run 5 tests back to back at several different times during the day for at least two days, so we can see the average speeds and if any patterns develop.

Thank you.

-Rocky
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Dusty Weber

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If i am correct you can do a speed test for my system from your computer..and you get paid to be on that computer, my time is worth $50 an hour to everyone else and this is a huge waste of my time. I shouldn't have to do these speed tests especially since you have to do it 5 times everytime. It takes about 4-6 minutes to complete a speedtest that is ridiculous the fact of the matter is i should NEVER EVER have speeds as low as they average 145kbps download? Give me a break that is terrible even if it's during peak time it should never fall that low and the technician confirmed that. I run a business i have to work i can't be at the computer all the time wasting more of my time....regardless i will jump through these stupid hoops i pay to jump through i will relay what i find in my tests over the next couple days. I don't think you guys are getting the point MY INTERNET SUCKS ALL THE TIME NOT JUST CERTAIN TIMES OF THE DAY!!!!!!!!!!!!!!!!!!!!!!!!! I have a feeling this is unanimous between alot of your customers after researching reviews and ratings for hughes net.
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Natalie Ensley

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This sounds awful! I can't even hardly use my internet, because it's so slow and from what I'm hearing from everyone Hughes net is a terrible scam! Wish I would have read this before I signed up.
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Ronald Smith

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I recently had this system installed and I am very disappointed. Can not watch Netflick without 3-5 buffering per one 40 minute show.
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Warren, Official Rep

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Ronald,

Welcome to the community and thank you for your post. Have you already tried adjusting your Netflix playback settings to SD? Here's how to do that: https://help.netflix.com/en/node/87

Also, do you have other devices connected to the network when trying to watch? Please keep in mind multiple devices can affect speed as well. If you have additional concerns you'd like us to address, please create a new post and we can get to work.

- Warren