Forum Discussion

Freshman

6 years ago

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...

Freshman

6 years ago

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?

icyman61

Freshman

6 years ago

The sales rep I spoke with and the webpage as i pointed out earlier. Im getting slower than 256kbps

maratsade
Distinguished Professor IV
6 years ago
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
Damian
Moderator
6 years ago
icyman61,

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
Damian
Moderator
6 years ago
icyman61,

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
- icyman61
  Freshman
  6 years ago
  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.
  - GabeU
    Distinguished Professor IV
    6 years ago
    icyman61
    
    First, as you'll note, Damian mentioned your gateway when referring to the weather. Bad weather at your gateway can affect your service just like weather at your own location. When the weather is clear, Damian (or any other rep here) will be able to remotely see if your dish is out of alignment and whether a tech visit will be needed.
    
    Secondly, BirdDog was a customer, not a HughesNet employee. He's no longer a HughesNet customer and no longer posts on this Community.

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Call Review","id":"message:119860","revisionNum":2,"repliesCount":20,"author":{"__ref":"User:user:99031"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:AccountandBilling"},"conversation":{"__ref":"Conversation:conversation:119860"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:119860"},"body@stripHtml({\"truncateLength\":200})":" 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...","body@stringLength":"1297","rawBody":"

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/hughesnet-gen5

It clearly says I will experience \"If you exceed your monthly plan data, you will experience reduced speeds, typically1-3 Mbps, until the next billing cycle.\"

I am a CISCO engineer who works constantly through the internet. my required speed is around 56kbps. or around 256 kbps for some jobs. I was told repeatedly that when my data plan was used the 20 Gbs no problem my speed would be reduced to 1 to 3 mbps. That 1 MBPS is still acceptable, however since having the internet for 2 months, we have found that even when I disconnected everything, and I use a fresh OS install connected by ethernet we get speeds WAY under 1 mbps.

When I contacted customer support I spent 6 hours of my time-wasting asking for them to check my connection only to have them refer me to the FUA.

I want someone to check our sales call and tell me why we are getting speeds way under 3, or 1 mbps?

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The sales rep I spoke with and the webpage as i pointed out earlier. Im getting slower than 256kbps

","body@stringLength":"106","rawBody":"

The sales rep I spoke with and the webpage as i pointed out earlier. Im getting slower than 256kbps

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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?

","body@stringLength":"282","rawBody":"

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?

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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

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icyman61,

\n\n

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.

\n\n

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.

\n\n

-Damian

\n\n

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icyman61,

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

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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.

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icyman61

First, as you'll note, Damian mentioned your gateway when referring to the weather. Bad weather at your gateway can affect your service just like weather at your own location. When the weather is clear, Damian (or any other rep here) will be able to remotely see if your dish is out of alignment and whether a tech visit will be needed.

Secondly, BirdDog was a customer, not a HughesNet employee. He's no longer a HughesNet customer and no longer posts on this Community.

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