I have not received any help with my problem from the moderators on this site. I ran the Connectivity Test on the Hughesnet System Control Center. The results below.
Terminal/Gateway Connectivity Test
Connectivity Test in progress... 100%
IP Gateway MID27HNSIGW62A002Adv
Packet Loss 10%
Average Delay 789 ms
Minimum Delay 577 ms
Maxium Delay 1650 ms
You have limited connectivity to the gateway.
The last line, “You have limited connectivity to the gateway”, could that be the answer to my problem? Again my speeds according to Testmy are excellent.
I have been a Hughesnet customer for a year and a half. I have tried to be civil and understanding when trying to deal with the many problems I have encountered when dealing with Hughesnet.
When I upgraded from Gen 4 to Gen 5 I was charged for both services, I called customer service pointed that out and told that the problem would be fixed. Next month the same thing, called told it would be fixed. Next bill still charged for both 3rd called seems to have fixed that problem.
The modem I was issued when I upgraded to Gen 5 began performing erratically after about a month. If it was on for a long time speeds would drop below 1mb then it would start disconnecting from the internet. I would shut of and allow it to cool down. Then it would work again. As time went by the amount of time it would work before beginning to fail would become shorter and shorter. This went on for several months, I would call tech support and they would have me run tests and tell me everything was alright on their end.
I would tell them that the modem was failing when it would get hot, they ignored me. Finally one day I was on the phone with them performing tests when the modem failed completely and permanently. For the first time my problem was escalated to the second level of support. They determined the modem was not working. Thank you. They scheduled a technicians visit in a weeks time. He took one look at it and said it had failed because it was getting to hot, just what I had been telling the tech support people for several months.
I endured several months of what is substandard service even for Hughesnet because nobody cared. With my current modem I shut it off when ever it is not in use I am not going thru that nightmare again.
When I upgraded to Gen 5 I was introduced to Video Optimization, except for me it did not work. To be specific when I would open the Usage Meter there was no Video Setting on the side bar or in the drop down menu so could not disable the Video Savings Mode. That wasn’t very frustrating, it took 8 days to resolve that problem. To this day the Usage Meter often is not there when I turn on my computer. I then must restart my computer and hope it shows up. My all time record was 16 restarts.
I am paying 3 times what I ever have paid for internet access and the quality of service is terrible. With other providers if their was a problem and that was rare it was fixed in a day. That is I would alert them to the fact that something was amiss and they would fix it without my further involvement.
Lets recap Hughesnet is very expensive, I would say its customer service is a joke but it is worse then that because you waste hours on phone for no purpose other than becoming very frustrated. You can not play internet games, streaming does not really work, video conferencing is a joke. My healthcare provider wanted to set me up to be able to talk to a doctor over the internet since I live in a remote area. I told them who my internet provider is and they dropped that idea. Now I can not even watch a Youtube Video. If all I can do is read my email I can go into town twice a week and do that at the Library for free and save my self $120 a month.
