Forum Discussion
Sales Call Review
we recently agreed to sign an agreement with Hughesnet after speaking with several salespeople and reading the webpages such as this one below on this page. https://www.hughesnet.com/about/hughes...
Thank you for contacting us. Your grounds for this request are invalid until an actual issue has been determined and documented that conflicts with the information you received on your sales call. There are many things that could be causing slow speeds. Please let me know if you would like me to troubleshoot the service.
-Damian
invald?
I was told I would get 1 to 3 MBPS and I am not getting even 1 MBPS! Not even 1/2 MBPS.
So telling me I am going to get 1 to 3 MBPS and me not even receiving half of a Megabyte is not grounds for a sales call review?
Who told you that you were going to get 1-3Mbps? This is not a guarantee.
According to the Fair Access Policy, "The speed of the Services may be reduced to as low as or lower than 1 Mbps." (Source:https://legal.hughesnet.com/FairAccessPolicyGen5.cfm)
icyman61 wrote:
invald?
I was told I would get 1 to 3 MBPS and I am not getting even 1 MBPS! Not even 1/2 MBPS.
So telling me I am going to get 1 to 3 MBPS and me not even receiving half of a Megabyte is not grounds for a sales call review?
First, I stated that your "equipment" is fully operational. This refers to the equipment such as your radio transmitter and modem, as these are some of the things diagnostics can tell us. Secondly, your signal quality score is around 98. This is about 13 points above what we consider a great signal quality. The site history profile also shows it has been this way for many months. This eliminates an alignment issue as something relevant to your specific issue.
In order to check the weather, we use an internal tool that determines this by accessing your equipment remotely, as well as AccuWeather for confirmation. Both showed heavy cloud coverage at your location and Gateway. This is why I mentioned it. Your gateway is in San Diego, CA. While this location is usually sunny, it has not been for the past few days and looks like it will continue for a few more. This does not always cause an issue but because the speed tests for your account are not working remotely and there are no apparent equipment issues, it is extremely likely the cloud coverage is the cause for our time outs.
As it stands right now, we have zero proof of your issue without the speed tests requested. I cannot launch an investigation without proof and documentation of your issue, especially if the reason for the sales call review is related to the amount of throttled speed you should be receiving. If you were misinformed about something else, not related to this at all, I could launch the investigation right away. This usually takes a full business week to complete. If this is the case, please provide a detailed explanation of something else you were misinformed on. If you are still planning to provide the speed test results that have been requested, I will be awaiting your results tomorrow and the original procedure will be followed as stated.
-Damian
"I cannot launch an investigation without proof and documentation of your issue, especially if the reason for the sales call review is related to the amount of throttled speed you should be receiving. "
so the fact that I was told I should receive 1 to 3 mbps after my data was used up is not an issue that is relevant?
That statement is why I purchased Hughes net.
Yet everyone seems to be saying it doesn't matter if the sale rep misrepresented that, it's ok if that's misrepresented.
Am i reading you correctly?
The sales rep I spoke with and the webpage as i pointed out earlier. Im getting slower than 256kbps
The webpage says that speeds are "typically" 1-3 Mbps. There is no speed guarantee.
I still think your sales call should be reviewed if it's available.
icyman61 wrote:
The sales rep I spoke with and the webpage as i pointed out earlier. Im getting slower than 256kbps
The information our Champions have provided is all correct. At the end of the day, our goal is to help you with your issue but there are certain protocols that must be followed, especially when launching an investigation. I have every intention of doing this after a technical issue has been determined and documented.
In order to proceed, please private message me the phone number associated with your account. We are normally able to locate this information on our own, however, it appears your Community account does not have a SAN attached. This will not be a problem, it just requires an extra step which is for you to provide the account information privately.
-Damian
Thank you for providing me this information. I was able to locate the account. After running diagnostics, it appears the equipment is fully operational, however, we are unable to run a remote speed test due to frequent time outs. This could be due to the fact that both your site location and Gateway location are experiencing heavy cloud coverage at the moment. This can interfere with the signal and our remote tools as well. In the meantime, I would like to get your speeds documented before I begin reviewing the sales call. Also, once I launch the investigation, I will be listening for guarantees of speed or any other misinformation that may have been stated.
In regards to running the speed test on testmy.net, here are the instructions below:
Please do these 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 ONLY.
-If testing upload instead of download, you must use a 4MB size upload test file
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/yourusername
For a more in-depth guide on running the tests, please visit: http://hninfo.us/speedtest *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).
-Damian
sunny day, no clouds, I suggest you have one of the technicians use BirDog, I cant run test now.
But the issues your having show you that there is a site problem..
Have a tech use BirDog.
