(Edit, Liz thank you!!) Mislead upon sign up, charged a different price, and slow speeds
In the very beginning I told the sign up agent I spoke with I would be moving after a few months and he reassured me I could take and continue to use the service anywhere I go. That was a straight out...
Please check your private messages (PM) in the top right corner of the community page I will send you a PM shortly to further address your billing concerns.
What are you trying to do online? I just ran diagnostics on your site to ensure the HughesNet equipment is working normally and everything is checking out OK; we're delivering plan appropriate speeds to the modem.
So we can begin addressing your speed concerns, please create a testmy.net account and run 3-5 tests during different parts of the day. Post your test results link here in your thread.
Only testmy.net speed test results are accepted to be considered for escalation to our corporate engineers. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.
Most important points to remember during this test:
-do the tests while directly connected to the HughesNet modem with a LAN cable (wifi must be disabled*, NO third party Router or Wireless devices can be used for testing)
-use the 25MB size download test file
-If testing upload instead of download, you must use a 4MB size upload test file
*If you don't know how to disable the wifi in the HT2000W, read "How do I manage my built-in WiFi modem?" in this PDF: http://customer.kb.hughesnet.com/Documents/1041318-0001_a.pdf Click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, 2.4Ghz Guest, 5Ghz, 5Ghz Guest).
Hi Liz. Sent you a PM. As far as the service speed goes I told him I was working from home on my laptop and needed to watch live streaming video from a CCTV system. He assured me the service he sold me would work just fine for that, however it does not. It just freezes. It was actually faster when I did a hot spot from my phone. However I kept the service simply because we watched Netflix every once in awhile, but it lagged on that too. So now I’m moving and can’t have it where I’m moving and even if I could, I’m on the ground floor surrounded by trees.
I just want to say that Liz has gone above and beyond to resolve this issue. I appreciate you Liz, and I appreciate your understanding, compassion and time helping me get this figured out. You are my hero. Thank you!!
Aw, thank you for the kind words, you're very welcome. That's what we're here for, to help. Glad to have been of assistance to you. If you need anything else, don't hesitate to reach out again.
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Mislead upon sign up, charged a different price, and slow speeds","id":"message:111186","revisionNum":5,"repliesCount":10,"author":{"__ref":"User:user:82342"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:AccountandBilling"},"conversation":{"__ref":"Conversation:conversation:111186"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:111186"},"body@stripHtml({\"truncateLength\":200})":"In the very beginning I told the sign up agent I spoke with I would be moving after a few months and he reassured me I could take and continue to use the service anywhere I go. That was a straight out...","body@stringLength":"2095","rawBody":"In the very beginning I told the sign up agent I spoke with I would be moving after a few months and he reassured me I could take and continue to use the service anywhere I go. That was a straight out lie because after looking for a place to live, none of the apartment complex’s allow a dish to be set up. If he would have told me in the beginning that most apartment complex’s don’t allow the dish to be set up instead of telling me I can take it ANYWHERE and use it, I wouldn’t have signed up. However he misslead me into thinking I could take it anywhere. When I explained this to the customer service agent today that I’m ready to move and can’t take it, he told me technically he didn’t mislead me because I can take the “equipment” with me regardless of if I could use it or not! Are you serious??!! I was absolutely shocked!!!! I would have never signed up if the fist agent in the beginning didn’t mislead me into thinking any place I went they would accept the service the “dish”. So basically because I can still take the “equipment” ie. the dish etc and use them as a paper weight I’m going to continue to be charged. They also are charging me more each month than I was quoted and the speeds aren’t nearly fast enough to do what the sign up agent told me it would, now I’m stuck paying a cancellation fee for being mislead. There was literally no help at all from the agent I just got off the phone with and he just kept telling me it wasn’t their fault I was mislead. Are you kidding me??!! I work in customer service and would never treat anyone like this. I will be contacting the b b b immediately! If the guy I just spoke with would have even tried to work with me on the cancellation, maybe even splitting the cost I would have worked with him, but instaed blamed me for his agent misleading me in the beginning. I’m already on a tight budget and With all the moving fees I’m already needing to pay, deposit etc for an apartment this fee is just over the top and makes it worse that it’s not my fault the complex won’t allow it. Worst customer service I have ever experienced!","kudosSumWeight":0,"postTime":"2019-04-01T15:10:19.414-04:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuMnwyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:Early Termination Fee","text":"Early Termination Fee","time":"2017-03-08T23:17:17.380-05:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:111186_5"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":4951},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[]},"Conversation:conversation:111186":{"__typename":"Conversation","id":"conversation:111186","solved":true,"topic":{"__ref":"ForumTopicMessage:message:111186"},"lastPostingActivityTime":"2019-04-08T09:28:34.408-04:00","lastPostTime":"2019-04-08T09:28:34.408-04:00","unreadReplyCount":10,"isSubscribed":false},"ModerationData:moderation_data:111186":{"__typename":"ModerationData","id":"moderation_data:111186","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:111186_5":{"__typename":"Revision","id":"revision:111186_5","lastEditTime":"2019-04-04T04:32:01.183-04:00"},"ForumReplyMessage:message:111199":{"__typename":"ForumReplyMessage","id":"message:111199","conversation":{"__ref":"Conversation:conversation:111186"},"uid":111199,"revisionNum":1,"author":{"__ref":"User:user:82342"},"readOnly":true,"depth":4,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"subject":"Re: (Edit, Liz thank you!!) 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He assured me the service he sold me would work just fine for that, however it does not. It just freezes. It was actually faster when I did a hot spot from my phone. However I kept the service simply because we watched Netflix every once in awhile, but it lagged on that too. So now I’m moving and can’t have it where I’m moving and even if I could, I’m on the ground floor surrounded by 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Accept to continue or {url} it directly on the provider's site.","buttonTitle":"Accept","urlText":"watch"},"localOverride":false},"User:user:16464":{"__typename":"User","id":"user:16464","uid":16464,"login":"Liz","biography":null,"registrationData":{"__typename":"RegistrationData","status":null,"registrationTime":"2014-02-18T03:00:00.000-05:00","confirmEmailStatus":null},"deleted":false,"email":"","avatar":{"__typename":"UserAvatar","url":"https://community.hughesnet.com/t5/s/ssqng67387/images/dS0xNjQ2NC01NzY0aTFGM0ZBNEE1NTJDMjc1Rjg"},"entityType":"USER","eventPath":"community:ssqng67387/user:16464","rank":{"__ref":"Rank:rank:2"},"messagesCount":11510,"topicsCount":182,"kudosReceivedCount":2529,"kudosGivenCount":2479,"kudosWeight":1,"followersCount":null,"solutionsCount":429},"ModerationData:moderation_data:111212":{"__typename":"ModerationData","id":"moderation_data:111212","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"AcceptedSolutionMessage:message:111212":{"__typename":"AcceptedSolutionMessage","author":{"__ref":"User:user:16464"},"id":"message:111212","revisionNum":1,"uid":111212,"depth":5,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"parent":{"__ref":"ForumReplyMessage:message:111199"},"conversation":{"__ref":"Conversation:conversation:111186"},"subject":"Re: (Edit, Liz thank you!!) Mislead upon sign up, charged a different price, and slow speeds","moderationData":{"__ref":"ModerationData:moderation_data:111212"},"body":"
Good morning Swmk,
\n\n
\n\n
Ah, I see. Thank you for that. I've PMed you with a resolution.
Ah, I see. Thank you for that. I've PMed you with a resolution.
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Hi,
\n\n
\n\n
Please check your private messages (PM) in the top right corner of the community page I will send you a PM shortly to further address your billing concerns.
\n\n
\n\n
What are you trying to do online? I just ran diagnostics on your site to ensure the HughesNet equipment is working normally and everything is checking out OK; we're delivering plan appropriate speeds to the modem.
\n\n
\n\n
So we can begin addressing your speed concerns, please create a testmy.net account and run 3-5 tests during different parts of the day. Post your test results link here in your thread.
\n\n
\n\n
Only testmy.net speed test results are accepted to be considered for escalation to our corporate engineers. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.
\n\n
\n\n
Most important points to remember during this test:
\n\n
\n\n
-do the tests while directly connected to the HughesNet modem with a LAN cable (wifi must be disabled*, NO third party Router or Wireless devices can be used for testing)
\n\n
\n\n
-use the 25MB size download test file
\n\n
\n\n
-If testing upload instead of download, you must use a 4MB size upload test file
*If you don't know how to disable the wifi in the HT2000W, read \"How do I manage my built-in WiFi modem?\" in this PDF: http://customer.kb.hughesnet.com/Documents/1041318-0001_a.pdf Click \"Save Settings\" after unchecking \"SSID Enable\" for each of the four tabs individually (2.4Ghz, 2.4Ghz Guest, 5Ghz, 5Ghz Guest).
","body@stringLength":"2484","rawBody":"
Hi,
\n\n
\n\n
Please check your private messages (PM) in the top right corner of the community page I will send you a PM shortly to further address your billing concerns.
\n\n
\n\n
What are you trying to do online? I just ran diagnostics on your site to ensure the HughesNet equipment is working normally and everything is checking out OK; we're delivering plan appropriate speeds to the modem.
\n\n
\n\n
So we can begin addressing your speed concerns, please create a testmy.net account and run 3-5 tests during different parts of the day. Post your test results link here in your thread.
\n\n
\n\n
Only testmy.net speed test results are accepted to be considered for escalation to our corporate engineers. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.
\n\n
\n\n
Most important points to remember during this test:
\n\n
\n\n
-do the tests while directly connected to the HughesNet modem with a LAN cable (wifi must be disabled*, NO third party Router or Wireless devices can be used for testing)
\n\n
\n\n
-use the 25MB size download test file
\n\n
\n\n
-If testing upload instead of download, you must use a 4MB size upload test file
*If you don't know how to disable the wifi in the HT2000W, read \"How do I manage my built-in WiFi modem?\" in this PDF: http://customer.kb.hughesnet.com/Documents/1041318-0001_a.pdf Click \"Save Settings\" after unchecking \"SSID Enable\" for each of the four tabs individually (2.4Ghz, 2.4Ghz Guest, 5Ghz, 5Ghz Guest).
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icon"},"localOverride":false},"Revision:revision:111212_1":{"__typename":"Revision","id":"revision:111212_1","lastEditTime":"2019-04-02T10:51:43.922-04:00"},"Revision:revision:111195_1":{"__typename":"Revision","id":"revision:111195_1","lastEditTime":"2019-04-01T17:30:19.259-04:00"},"ModerationData:moderation_data:111263":{"__typename":"ModerationData","id":"moderation_data:111263","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:111263":{"__typename":"ForumReplyMessage","uid":111263,"id":"message:111263","revisionNum":1,"author":{"__ref":"User:user:82342"},"readOnly":true,"repliesCount":1,"depth":6,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"parent":{"__ref":"AcceptedSolutionMessage:message:111212"},"conversation":{"__ref":"Conversation:conversation:111186"},"subject":"Re: (Edit, Liz thank you!!) Mislead upon sign up, charged a different price, and slow speeds","moderationData":{"__ref":"ModerationData:moderation_data:111263"},"body":"I just want to say that Liz has gone above and beyond to resolve this issue. I appreciate you Liz, and I appreciate your understanding, compassion and time helping me get this figured out. You are my hero. Thank you!!","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":1,"postTime":"2019-04-04T04:31:18.194-04:00","lastPublishTime":"2019-04-04T04:31:18.194-04:00","metrics":{"__typename":"MessageMetrics","views":4608},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:AccountandBilling/message:111186/message:111263","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxfDM5OjF8aW50LDExMTI3NSwxMTEyNzU","node":{"__ref":"ForumReplyMessage:message:111275"}}]},"editFrozen":false,"body@stringLength":"222","rawBody":"I just want to say that Liz has gone above and beyond to resolve this issue. I appreciate you Liz, and I appreciate your understanding, compassion and time helping me get this figured out. You are my hero. Thank you!!","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:111263_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"customFields":[]},"ModerationData:moderation_data:111275":{"__typename":"ModerationData","id":"moderation_data:111275","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:111275":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:16464"},"id":"message:111275","revisionNum":1,"uid":111275,"depth":7,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:AccountandBilling"},"parent":{"__ref":"ForumReplyMessage:message:111263"},"conversation":{"__ref":"Conversation:conversation:111186"},"subject":"Re: (Edit, Liz thank you!!) Mislead upon sign up, charged a different price, and slow speeds","moderationData":{"__ref":"ModerationData:moderation_data:111275"},"body":"
Good morning Swmk,
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Aw, thank you for the kind words, you're very welcome. That's what we're here for, to help. Glad to have been of assistance to you. If you need anything else, don't hesitate to reach out again.
Aw, thank you for the kind words, you're very welcome. That's what we're here for, to help. Glad to have been of assistance to you. If you need anything else, don't hesitate to reach out again.
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