Forum Discussion
ageofpiece wrote:
although could do with less attitude. Didn’t encounter than over phone tech support. Secondly, Gabe; having customers “run a set of 3-5 tests per day during different parts of the day” hardly seems like addressing why speeds are like maybe 500kbps in the moment.
I apologize for the bit of attitude, but few of your comments are somewhat insulting.
Secondly, the speed tests don't address your speed issues. They demonstrate the issue and give the reps and/or engineers pertinent info in order to address the speed issue. When you take your vehicle to a shop because there is a strange noise, they aren't just going to fix it. They are first going to troubleshoot it. They're going to want to hear the noise. They're going to want to recreate the noise. If needed, they're going to want to drive under normal conditions to see if the noise occurs. This is troubleshooting. It's not fixing the issue. It's demonstrating it and gleaning information from it in order to know what steps to take to fix it. This is what the speed testing protocol does. It's not "a way to pass off the issue". It's a step to get the issue addressed. This is a support community, not a "pass off the issue" community.
Good day to you.
- spydermike4 years agoSophomore
I hear you ageofpiece...I just had two months of testing everything with the assumption it was my side of the issue. After many many many hours it became apparent that it was their side of the issue - an overloaded beam - with no resolution. It becomes an obvious question, to me anyway, that, based on location, shouldn't they be able to tell when the service to an area is compromised due to overcrowding and just state so? Isn't the traffic on each beam monitored for performance? If it isn't....what?
- maratsade4 years agoDistinguished Professor IV
Perhaps we should let them do their jobs and not guess at what they should or should not be able to do/not do.
spydermike wrote:
houldn't they be able to tell when the service to an area is compromised due to overcrowding and just state so? Isn't the traffic on each beam monitored for performance? If it isn't....what?
- spydermike4 years agoSophomorePerhaps? Nice try.
So, you are suggesting that we should be content that they are "doing their jobs" and we are getting 0.5Mbps?
With all due respect, you get 30Mbps down don't you? That must be really nice. Perhaps you should consider what it is like to live in my area and be forced to change your lifestyle - like icing on a COVID cake. Maybe then you would appreciate where I am coming from with my recent posts and my search for answers.
Look, I am seeking some help from a system that doesn't seem to give it beyond the very very cursory. If there is overloading and oversubscribing, why not help us manage it? Now that would be "service", wouldn't it?
I hear you though...that seems to be the answer so far - just suck it up and be thankful for what we have.
Stay safe. Peace out.
- Michael574 years agoSenior
spydermike wrote:It becomes an obvious question, to me anyway, that, based on location, shouldn't they be able to tell when the service to an area is compromised due to overcrowding and just state so? Isn't the traffic on each beam monitored for performance? If it isn't....what?
Agreed, this has been one of my frustrations as well. That information is definitely known. I can appreciate the reality and challenges of satellite based internet and the need to run a business for Hughes, but that doesn't excuse the lack of transparency in my mind.
I've never called phone support about my internet, but I did have an issue with my Hughes phone service that I got resolved through phone support. It was a perfectly fine experience. That said, when you get a Mod engaged here on an issue, that you definitely have someone with deep access which can be vital for some of the more challenging issues. Both support channels have their strengths and weaknesses.
- spydermike4 years agoSophomore
I understand and agree...over the 17 some odd years of being a "customer" I have engaged them multiple times per year it seems - back when it was phone only...now with this site. I recognize the trends in responses.
Related Content
- 3 months ago
- 2 months ago
- 2 years ago
- 11 months ago
- 4 years ago