Forum Discussion

maratsade's avatar
maratsade
Distinguished Professor IV
5 years ago

Read those disclaimers

Often subscribers complain about "false advertising" regarding speeds, but they fail to read the disclaimers both on the website and in the subscriber agreement that clearly state speeds are not guaranteed.   

 

Does this mean you have to be happy with bad service?  Not at all. It means that if you claim they didn't give you the information, you are wrong. They did, and you may have failed to read it. The responsibility to read it is yours. 

 

Best way to move forward is to politely and patiently try to improve service. 

 

You will likely not be able to break a contract or succeed in your disputes if you

 

  • didn't read the information on the website and the subscriber agreement (both of which are available freely on the Web)
  • did nothing constructive to try to solve the issue
  • refused to provide proof (such as documented speed tests) that your service isn't working well

 

Short version regarding speed:

 

  • Speed is not guaranteed.
  • Although  the system is designed for 25 Mbps down and 3 Mbps up, you're not guaranteed to get this. 
  • Your speeds may vary depending on many, many factors. 

 

Speed disclaimers, subscriber agreement

Source: https://legal.hughesnet.com/SubAgree-03-16-17.cfm

 

HughesNet service is available in the contiguous U.S., Alaska and Puerto Rico. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours. In addition, when connected to the Service using Wi-Fi, the user’s experience will vary based on the proximity to the Wi-Fi source and the strength of the signal, and its usage is subject to the Fair Access Policy.

The listed speeds are only available in the footprint of the EchoStar XVII and EchoStar XIX Satellites. The HughesNet Gen5 Service with speeds of up to 25 mbps down and 3 mbps up is available within the contiguous United States. Speeds in parts of Alaska will be slower.

Speed disclaimers, website

Source: https://www.hughesnet.com/about/hughesnet-gen5

*If you exceed your monthly plan data, you will experience reduced data speeds until the start of your next billing period. Reduced speeds will typically be in the range of 1–3 Mbps and may cause websites to load more slowly or affect the performance of certain activities, such as video streaming or large downloads/uploads. Speeds may vary and are not guaranteed.

**The HughesNet Gen5 service plans are designed to deliver download speeds of 25 Mbps and upload speeds of 3 Mbps, but individual customers may experience different speeds at different times of the day. Speeds and uninterrupted use are not guaranteed and may vary based on a variety of factors including: the configuration of your computer, the number of concurrent users, network or Internet congestion, the capabilities and content of the websites you are accessing, network management practices as deemed necessary, and other factors. When you connect to the HughesNet service using Wi-Fi, your experience will vary based on your proximity to the Wi-Fi source and the strength of the signal.

 

general discussion is not a support area
  • leebyy's avatar
    leebyy
    New Poster
    5 years ago
    When starlink goes online, and they only have about 220 satellites to go, hughesnet is going to lose tens of thousands of customers. Speed is going to be up to 1 gig per sec. for less money, my understanding is around $75 dollars. Hughesnet should just lower their price and drop the plans, move to first come first served with speed and quantity. Hughesnet may get some loyalty from their customers while they work on improving and competeing with Starlink...
    • GabeU's avatar
      GabeU
      Distinguished Professor IV
      5 years ago

      "Hughesnet should just lower their price and drop the plans, move to first come first served with speed and quantity."

       

      I always get a kick out of those who say "drop the caps" or "lower the price".  But to go even further and suggest both at the same time? That takes the cake.  :p  

       

      I suggest both "Internet 101" and "Business 101" courses.

      • leebyy's avatar
        leebyy
        New Poster
        5 years ago

        I have an MBA, doesn't matter. I found out they ran fiber nearby this winter and it has come available. 115 mps, $45 a month, no data caps, so goodby hughsnet!!! 

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

      The grass is always greener on the other side of the fence.

       

      leebyy wrote:
      When starlink goes online, and they only have about 220 satellites to go, hughesnet is going to lose tens of thousands of customers. Speed is going to be up to 1 gig per sec. for less money, my understanding is around $75 dollars. Hughesnet should just lower their price and drop the plans, move to first come first served with speed and quantity. Hughesnet may get some loyalty from their customers while they work on improving and competeing with Starlink...