fjk5146
@direcpc.com
| [HN7000S] Speed Issues and Technical Support
I joined Hughes net in early January on the Small business plan with the .98M Dish. The first 1-1/2 months of service were satisfactory with typical download speeds in the range of 1000-1200.
Over the past several days I have had download speed in the evening typically below 100Kbps. I have spent nearly two hours on the phone with technical support getting the standard we say your speeds will be up to 1500 kbps. We do not guarantee download speeds. They said I can expect them to drop during peak periods. I asked how much can I expect to degrade and they would not say. I asked if sub-dial up speeds are normal and did not get a response.
Are others on the Small business plan seeing similar poor performance? I did not see this during the first 6 weeks of service so a suspect something has changed.
How can I tell if they have my system configured for the small business plan? Are there certain satellites used for the business plans?
Any suggestions on how to work my way through the technical support to get resolution to these issues? One technician said he was sending my ticket to level 4 and then the next day when I called I was told that he could not send my ticket to level 4 unless several days of speed tests had been conducted! I get different stories from every technician I have spoken to.
Has anyone had any luck with the level 4 support? How should I approach the issue with them to have the best chance that they will resolve the issue?
Thanks
Fred |
|
or270
Premium
join:2007-03-13
Lookout, CA
 ·SkyFx
·HughesNet Satellit..
| Which satellite and transponder are you on?
Click here
»192.168.0.1/sys_info/
on the right
Longitude:
Receive Frequency:
--
HN7000S/G3C 1120/.98 2 watt/Sig 79/ProPlus
|
|
dr
@direcpc.com
| reply to fjk5146
The performance on my system is around 10% of what I am paying for most peak hours. It seems to improve to about 50% after midnight lately. By after midnight, I mean one second after midnight. I get 100% after 3 a.m.
By the way, level 4 support did nothing for me. From talking to them the problems sound pretty widespread.
Here's my sysinfo if it will help anyone:
Transmit Path: Satellite
Outroute: Primary
Longitude: 93 West
Receive Frequency: 1216 MHz
Receive Symbol Rate: 21.50 Msps
Receive Polarization: Horizontal
Transmit Polarization: Horizontal
22KHz Tone: Off |
|
sboe
join:2004-10-08
Prentiss, MS
| I hate to say it but it sounds like your a victim of their practice of giving you great service until your 30 days are up. They know there is nothing you can do now so they don't care. I've been to level 4 so many times and not once has it helped.
--
HN7000s/Pro+/G16 99 West 970 MHz/Vista Home Premium/Linksys wired router/Athlon 6000+/.74 dish |
|
fjk5146
join:2008-03-08
Martinsville, IN
| reply to fjk5146
The following is my satellite information:
Transmit Path:
Satellite Outroute:
Primary
Longitude: 87 West
Receive Frequency: 1330 MHz
Receive Symbol Rate: 30 Msps
Receive Polarization: Horizontal
Transmit Polarization: Horizontal
22KHz Tone: Off
I have observed that the speed is dropping by a factor of 10 from 800kbps to 60kbps from 2:30 to 3:30 pm. This does not seem like just an increase in usage since it has happened like clockwork 3 days in a row. I am not even close to FAP having only used less than 3% of my bandwidth.
I am convinced they are switching off band width or transferring it to other higher priority users. I read on one website that Hughesnet is selling excess capacity to Timewarner!!
I am not convinced they can hide behind there claim of "speeds up to..." and speeds may vary because the wording of their ads makes strong claims that their service is much better than dialup. I am paying for Business service and obtaining dialup speeds during the periods my business needs access.
I have no hopes that tier 4 will even try to resolve the problem. I think they already know that they are over committed on bandwidth and are just shifting it around to keep everyone equally mad.
Fred |
|
logan89
join:2008-03-09
Summersville, WV | reply to sboe
I have been on the ProPlus plan for 8 days. I was getting 1.2Mb dn an 200Kb up - even during "high traffic" times but today the average is 500 dn an 25 up. Something happened today. |
|
DoctorDoom
Troll hunter
Premium
join:2006-09-19
Becket, MA
| reply to dr
quote:
The performance on my system is around 10% of what I am paying for most peak hours. It seems to improve to about 50% after midnight lately. By after midnight, I mean one second after midnight. I get 100% after 3 a.m.
I'm on the same satellite and transponder, with the Pro plan. The nightly speed crash has been going on for several days, 100 kbps or less. Like yours, it accelerates after midnight and is full at FAP-free time.
We're apparently being limited. I'm wondering if there is a tech problem with the satellite that's unfixable, and it's being massaged to keep it online.
--
HN7000S, Pro & PowerPak, IA6 93°W 1216 |
|
dalchc
@direcpc.com
| Suddenly tonight our Hughes Net speeds are back to normal.
Since March 3 at 3pm CST till 11pm CST our internet had been limited. Tonight it is back to normal!
I am on small business plan
Longitude:89 West
Receive Frequency: 1270 MHz
Receive Symbol Rate: 30 Msps
Receive Polarization: Horizontal
Transmit Polarization: Horizontal
22KHz Tone:Off |
|
DoodleBop
join:2008-03-10
Lexington, SC
|  reply to fjk5146
fjk5146 wrote:
"I have observed that the speed is dropping by a factor of 10 from 800kbps to 60kbps from 2:30 to 3:30 pm. This does not seem like just an increase in usage since it has happened like clockwork 3 days in a row. I am not even close to FAP having only used less than 3% of my bandwidth."
I have experienced substantial download and upload speeds also, but mine originated when I upgraded the modem from the DW7000 to the HN7000S back in October 2007.I was on the Pro plan cruising along with 800-900kbps down and 125-150kbps
on transponder 1110,99W,30msps,Rec-vert,Transmit-horiz.
When I installed the new modem, and got it commisioned,and all
of the software loaded,I immediately experienced degraded service.Download speeds off-peak were only 200-300kbps and uploads were 40-50kbps. I restarted the modem but nothing improved. I called tech support and they had me do all of the basic routine, but nothing helped.
After constantly complaining to them, they finally called me and offered to change my transponder hoping this would fix the problem. They changed me to970MHz,99W,30Msps,rec-horiz,transmit-horiz and I did get some improvement.400-500kbps down,60-70kbps upload during off-peak hours. Like evryone else, I get my full capacity after midnight or 1:00am. During peak times, 100-200kbps down and 20-30kbps upload.
Another thing I did was repoint the dish and have my browser
auto-detect proxy settings and took out the 192.168.0.1 from the no proxy for: and this improved my speeds yet a little bit more.I also upgraded to the Pro Plus but not much improvement was noted. As I was talking the the last tech, I mentioned that they needed more bandwidth and he stated" you are right on it." |
|
CDD
@stratuswave.net
| reply to fjk5146
I don't have the Small Business plan, just the ProPlus for home use, but my experiences sound pretty much like your own if that helps add another voice into this. I started out with great service usually around 1000+ download (which coming from 28.8-max dialup in an area with 50 year old phone lines and no access to DSL/Cable was a blessing), but then within a week it had dropped to an average of 200-300, day or night, and eventually within the first month bottomed out around 200 max.
With no other choice I soldiered on, but in the past few weeks the whole system started losing complete connection for hours at a time then mysteriously would just pop back in. I investigated and found Sprint upgraded our local tower with Mobile Broadband and I am in the process of switching over to that as my primary Internet provider. 95% of the time I can get DSL quality out of the Sprint card (1200-1400 up) and that 5% of the time when the signal wavers and I get 1x speed is still better than living with Hughes every month.
I'm still steeling myself up to call them and cancel since I know I have to pay the $300 cancellation fee to get out of my contract and I have a feeling I'll have an hour's worth of "please don't leave" being preached at me. However, the fee is worth it to get out from under them...anyone need a satellite?  |
|
timmaah
join:2007-06-09
Jeffersonville, VT | reply to fjk5146
Anyone got anymore information on this? Or is it even worth it to try tech support?
I'm on 72 West and every night for about the last two weeks its dragged so bad its almost unusable..
sucks.. |
|
Kashmere
join:2008-03-17
Madison, ME
·HughesNet Satellit..
| reply to fjk5146
Update to my online war got to level 2 tech support the guy told me and im not kidding were overcrowded and have some isues we dont know when its gonna be fixed he said hopefully in the next couple of weeks i wonder if a satelite pooped out and they moved a slew of people on a server and were all huddled in it at once gotta be something cause in the morn im fast and after that slow to slowest they got about 5 days then i cancel and sell the junk on ebay and hit isdn mise well pay for the speeds im getting or i can pay for the speed im really not getting |
|
Kashmere
join:2008-03-17
Madison, ME
·HughesNet Satellit..
| reply to fjk5146
March 17th, 09:54PM - 82/407 kbps
March 17th, 08:51PM - 26/110 kbps
March 17th, 08:35PM - 36/70 kbps
March 17th, 08:27PM - 28/415 kbps
March 17th, 08:23PM - 25/426 kbps
March 17th, 08:11PM - 82/410 kbps
March 17th, 12:44PM - 925/117 kbps
March 17th, 12:40PM - 127/132 kbps
March 17th, 12:21PM - 153/185 kbps
March 17th, 12:17PM - 166/184 kbps
March 17th, 06:28AM - 1249/190 kbps
March 17th, 12:37AM - 1200/134 kbps
March 17th, 12:21AM - 1235/192 kbps
March 16th, 10:38PM - 82/359 kbps
March 16th, 09:50PM - 77/99 kbps
March 16th, 09:49PM - 81/75 kbps
March 16th, 08:47PM - 38/559 kbps
March 16th, 08:25PM - 37/407 kbps
March 16th, 08:22PM - 30/566 kbps
March 16th, 07:58PM - 38/111 kbps
March 16th, 05:09PM - 84/418 kbps
March 16th, 04:54PM - 49/412 kbps
March 16th, 04:51PM - 31/256 kbps
March 16th, 04:27PM - 84/420 kbps
March 16th, 04:19PM - 50/116 kbps
March 16th, 04:17PM - 45/418 kbps
March 16th, 09:13AM - 347/194 kbps
March 15th, 11:48PM - 44/390 kbps
March 15th, 11:19PM - 55/409 kbps
March 15th, 11:16PM - 29/422 kbps
March 15th, 10:40PM - 84/141 kbps
March 15th, 10:38PM - 82/262 kbps
Thats a detailed report of the last three days you can see the trend at the times when the bandwidth is reduced |
|
DoctorDoom
Troll hunter
Premium
join:2006-09-19
Becket, MA | I note that your results are like mine. When the download speed drops, the upload speed often increases greatly. Any wizards have a clue why? |
|
grohgreg
Dunno. Ask The Chief
join:2001-07-05
Dawson Springs, KY
| reply to Kashmere
Those speed tests look bogus Kashmere, as if there's something wrong with your JAVA. Did you consider confirming those results at a non-JAVA speed test site?
//greg//
--
HN7000S/74cm/1w/ProPlus - G16/1250H/Germantown - NAT 66.82.187.152/Gateway 66.82.25.10/DNS 66.82.4.12 and 66.82.4.8 - Firefox - AVG+Firewall v7.5 |
|
Qoiz
join:2005-06-26 | reply to fjk5146
I feel that for 99$ a month or whatever plus 500$ equipment you get twice of dialup downloads when i get 15mb/sec for a grand total of 129$ down for equipment and install and it also covered the first month... |
|
DoctorDoom
Troll hunter
Premium
join:2006-09-19
Becket, MA
| reply to grohgreg
Re: [HN7000S] Speed Issues and Technical Support
quote:
Those speed tests look bogus Kashmere, as if there's something wrong with your JAVA. Did you consider confirming those results at a non-JAVA speed test site?
Although I didn't make as many tests as Kashmere, my results are similar.
20070721 - 09:06 AM - 877/194 kbps
20070814 - 09:29 PM - 084/422 kbps
20070819 - 12:10 AM - 874/193 kbps
20070902 - 12:25 PM - 870/194 kbps
20071113 - 09:35 PM - 083/406 kbps
20080209 - 06:26 PM - 434/188 kbps
20080223 - 05:12 PM - 435/187 kbps
20080229 - 11:58 PM - 075/414 kbps
20080303 - 11:47 PM - 081/419 kbps
20080312 - 04:47 PM - 083/431 kbps
20080316 - 02:00 AM - 854/187 kbps
My Java is up to date, Whatever is causing the anomaly of very high upload speeds is not at our end of the line. And the upload tests do seem to finish quickly. |
|
grohgreg
Dunno. Ask The Chief
join:2001-07-05
Dawson Springs, KY
edit:
March 19th, @09:34AM
| said by DoctorDoom  : Whatever is causing the anomaly of very high upload speeds is not at our end of the line. I'll ask you the same question; have you validated these results at a non-JAVA speed test site? I still say they're bogus. Not that you're making them up, just that the results are NOT VALID.
My point is that - whereas you may have a "speed problem" - you cannot PROVE it without VALID test results.
//greg//
--
HN7000S/74cm/1w/ProPlus - G16/1250H/Germantown - NAT 66.82.187.152/Gateway 66.82.25.10/DNS 66.82.4.12 and 66.82.4.8 - Firefox - AVG+Firewall v7.5 |
|
DoctorDoom
Troll hunter
Premium
join:2006-09-19
Becket, MA
| quote:
I'll ask you the same question; have you validated these results at a non-JAVA speed test site? I still say they're bogus. Not that you're making them up, just that the results are NOT VALID.
The bogosity of the results notwithstanding, my intent was to confirm that I had numbers similar to those posted by Kashmere, indicating that the cause most likely is not in our equipment. Beyond that, who knows? |
|
