COVID-19 and HughesNet...

"I should be able to stream."

This can't be guaranteed in a system with such limited capacity and so subject to congestion, latency, and the devices and configuration the user has at home.   If they guaranteed that you could stream, then you need to ask for a sales call review. 

The amount of data you have is not what influences the quality of streaming.  People in the past have posted they can stream while they're in FAP.  What influences streaming is congestion, latency, network management practices, and things on the user's side such as the kind of devices they have and how they are set up.  And those who have issues have to become troubleshooters and detectives, as very often the system is working fine on the satellite side and the issue is on the users' side, so they need to figure it out, as the reps can only see the system side. 

I don't want in any way to invalidate your concerns, because I agree that it's very frustrating to pay so much money for something and then find it doesn't work as well as we expected, but perhaps we all need to focus more on reality and adjust our expectations, and learn to be proactive instead of reactive.   

In any case, I think you'd get more out of doing something proactive, like requesting the sales call or working with the reps on this site to troubleshoot your system than out of just being upset.  Be upset, but do something about it. 

Bgleason62 wrote:
I know it is not unlimited, but I should be able to stream at the very beginning of my cycle without constant buffering. I watch my data to see where it is at. Personally, I don't stream myself, my wife has shows she likes to watch. At any rate, it buffers from day 1 of a cycle and because it buffers our data burns up through the buffering so we aren't able to view as many episodes as we should. A one hour episode can actually end up as 1 1/2 hours to 2 hours because of buffering. Haven't done the math yet on how much data that accounts for but essentially we lose 1/2 to a full amount of what we should extra during a single episode. Like I said, we could have 100% data remaining, 75%, 50%, 25%...whatever, it still buffers badly and constantly. We also have computer off and we just use our mobile data on our phones not wifi.

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Bgleason62 wrote:
What do I need to do to start that?

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Start a new topic here.  In that topic say that you would like a rep to perform a sales call review, and make sure to explain why you're asking for the review, as in what you were told during the sales call that is different from actual experience.  They need to know what it is that they're looking for.  

For reference, sales calls are usually only available for review for about three months, so if it's been longer than that since the call it may no longer be available.

Yes. Elsewhere, GabeU recommended that HN block turning off, or pausing, the VDS. 

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MarkJFine wrote:

Might be a good idea not to recommend people turn their data saver off for the foreseeable future.

In fact, it might be a good idea to do the opposite.

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You actually can stream, but it's not unlimited, and it may vary per region depending on the congestion.  If you feel you were misled during the sales call, and if it's been less than 3 or so months since installation, you can ask for a sales call review.  The reps here can retrieved the call,if it's still available, and listen to see whether the salesperson set the proper expectations. If they did not, the reps may provide you with options.   If you want to request a sales call review, you need to do that in Tech Support.  Click "start a topic" explain your situation, and request a sales call review. 

Bgleason62 wrote:
Honestly, mine has sucked from the time it got installed. I'm not asking for more bandwidth or speed, I just want what I pay for. I get buffering throughout a monthly cycle regardless of how much data I have. I use my phone data for internet use. If we stream a movie off of the satellite, it is a constant buffer no matter where our data is. And we are trying to watch id SD not High Def. I just wish I hadn't even gotten the service. I am no better off than if I had gotten CenturyLink @ 3mbps. But I have never said anywhere that I want more of either bandwidth or speed. Just what I am paying for. I was told I could easily stream SD movies or shows.

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Bgleason62 wrote:
I get buffering throughout a monthly cycle regardless of how much data I have. I use my phone data for internet use. If we stream a movie off of the satellite, it is a constant buffer no matter where our data is. And we are trying to watch id SD not High Def.  

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This is why you should follow maratsade's instructions and start a new topic asking for help.   With it now being close to the rep's quitting time, however, you're likely to not receive a reply from them until at least Monday if you do.  With this said, the reps will very likely need speed test results to help you.  These are the instructions for the tests.  Please be sure to run them as outlined.  There's a discrepancy in the upload test file size (4MB vs 3MB) between the page instructions and the in depth guide instructions for Gen5.  You can use either size. 

Keep in mind that with the increased load on the system you may have issues streaming, even in SD.  Whether they'll be able to address streaming issues right now only they can say, but they'll need those speed test results to start troubleshooting.

I totally see your point, but I'd argue that you have nothing to lose. At best, you'd get some kind of benefit, perhaps a fix, perhaps refunds or discounts or something else. At worst, you'd be where you are now.  All you need to do, if the call is less than 6 months all, is request a sales call review. 

If the sales call is still available, they pull it and listen to it, sometimes they make a transcript, and then they contact you privately on this site about the results.  They can provide you with exact quotes of what was said.  It doesn't cost you any money at all, and it may end in good news. 

Bgleason62 wrote:
What do they do in a sales call review?

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They were telling you to open a ticket because this site is tech and account support, not a comment site. This site has real HN reps at a high level within the company that can help solve issues, and in the past, they've been both very supportive and very  successful.   To me it's worth a try. I've worked with them when I've had issues and they've been very helpful.

Bgleason62 wrote:
If it appears I am being or getting upset it is because I was just pointing out to a post that stated people were wanting HN to dump the cap and their service would come to a crawl. I was just stating mine has always been that way from day 1. Then EVERYONE starts telling me to open a new thread and open a ticket. I wasn't asking for anything, I was just commenting. If I am being reactive it is because my first comment was being read into with something I never asked for. I am only stating our experience.

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Bgleason62 wrote:
We should be in that time frame. Thanks for the info and the help.

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You're very welcome.  :) 

Might be a good idea not to recommend people turn their data saver off for the foreseeable future.

In fact, it might be a good idea to do the opposite.