Forum Discussion

Robp1's avatar
Robp1
Junior
8 years ago

I like my gen5 plan but we were lied to about data usage

We signed up with gen5 with the understanding that after our data was used we would be slowed down to 1-3mbps. This is not true, our highest data speed is under 1mbps and can not do anything. Our phon...
Robp1's avatar
Robp1
Junior
8 years ago
The original complaint was the sales rep lied to complete the sale. We have really good luck with gen5 however, our raisin continues to malfunction causing low speeds (even with the 20 gigs) after the data is used we had some problems accessing stuff however, it still worked well enough to make Calls. Now that the data is used and the radio is messing up our phone service disconnects mid call, and some days our best speeds are as low as 128k. When our gen5 equipment is working correctly after resetting everything we can do almost anything. But now resetting the modem does not seem to help, and calling tech support is a joke, because it disconnects mid call and no one can call in or out. We have no cell service here or land line making it even harder to get this mess sorted. I have the insurance on the stuff but can’t seem to utilize it.
Brooke's avatar
Brooke
Alum
8 years ago

I want to clarify some things to make sure I understand:

 

- Are you experiencing slow speeds before you reach the end of your monthly data cap?

- Are the calls disconnecting once you've reached your monthly data cap?

 

I ran a diagnostic and I don't currently see any issues, but that doesn't mean there isn't one. I'd like for you to try some steps for me. 

 

1.  Unplug the ATA (Voice unit).  

2.  Unplug the HughesNet modem at the wall outlet or power pack (Do NOT unplug from the back of the modem).

3.  Wait for at least 30 seconds after unplugging the HughesNet modem, then plug the modem back in.

4.  Wait for about five minutes so that the HughesNet modem is fully back up and running, then plug in the ATA.

5.  Make sure all the cables are securely attached. 

 

Let me know if that helps!

-Brooke