Forum Discussion

ryankkinney's avatar
ryankkinney
Freshman
8 years ago

False advertisement of download speeds

I upgraded from Gen4 to Gen5 on 9/16/17. Immediately after the tech left I tried my new internet out to see all this speed, unfortunately Gen5 was way slower than Gen4 I had. After several days of speed testing it was discovered I was getting less than a megabyte download speed most of the time with small glimmers of speed in the 7megabyte range briefly. My internet is so slow that I can't even load pictures on Facebook let alone stream a small video. After 4.5 hours on the phone with customer service on 9/20 they escalated my case to the engineering department and promised within 48 hours that they would get back to me with a solution. I didn't recieve a call today, rather I called them and they advised it would possibly be another 24-48 hours. They refuse to send a tech out unless I pay $125.00 even though I have the repair plan. They refuse to admit the tech that installed my Gen5 most likely installed something incorrectly but will fix it if I PAY for HUGHESNET's MISTAKE. This is the poorest customer service I have ever seen. I would never reccommend this service to anyone because it's cheaper to go get dial up for the speeds you'll recieve.

  • DHC's avatar
    DHC
    New Poster
    8 years ago

    I have been having the same issues with my speed and constantly on the phone with tech support since I have had this service. When I mentioned about termination I was told that it would cost me $400+ even though I am not getting the service that I am paying for. This is bull!!

    • GabeU's avatar
      GabeU
      Distinguished Professor IV
      8 years ago
      DHC wrote:

      I have been having the same issues with my speed and constantly on the phone with tech support since I have had this service. When I mentioned about termination I was told that it would cost me $400+ even though I am not getting the service that I am paying for. This is bull!!

      Because speed issues can be caused by different things, it would be beneficial for you to start a new topic in the Tech Support section to recieve help, which you can do by clicking on the blue "Start a topic" button on the upper right while in said Tech Support section.  

      • DHC's avatar
        DHC
        New Poster
        8 years ago
        871
        		 General Discussion
        A place to chat about tech or tech-related topics and just have fun. :) *NOT FOR HUGHESNET SUPPORT*
  • C0RR0SIVE's avatar
    C0RR0SIVE
    Associate Professor
    8 years ago

    Do you happen to live in one of the black areas in the map below?

    Jupiter II Service Map

      • C0RR0SIVE's avatar
        C0RR0SIVE
        Associate Professor
        8 years ago

        Then, to help the Hughesnet Customer Service Reps get a head start on your speed concerns, you should create a testmy.net account and perform 3-5 tests during different parts of the day. Then share the account results link with us here.

        Please keep in mind that Hughesnet will only accept testmy.net and the official Hughesnet speed test results. 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 (NO third party Router or Wireless devices can be used)
        -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/C0RR0SIVE

        For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

        The Reps are on M-F from approximately 8AM to 5PM Eastern. They will be the ones to address your speed issues, but they will need these tests to do so.

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    8 years ago

    "False advertisement of download speeds"

     

    Nope. They advertise speeds "up to ---."  Not false advertisement, but you're welcome to spend tons of money finding this out.