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rgray58's avatar
rgray58
Freshman
2 years ago

Crappy tech support for slow internet

Long story short - poor tech support that can't seem to fix my slow internet, can't get a supervisor on the phone and apparently a genius in the billing department thinks I don't have a problem despi...
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tech support for slow internet","id":"message:140300","revisionNum":1,"repliesCount":5,"author":{"__ref":"User:user:113901"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:TechSupport"},"conversation":{"__ref":"Conversation:conversation:140300"},"readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:140300"},"body@stripHtml({\"truncateLength\":200})":" Long story short - poor tech support that can't seem to fix my slow internet, can't get a supervisor on the phone and apparently a genius in the billing department thinks I don't have a problem despi...","body@stringLength":"2035","rawBody":"

Long story short - poor tech support that can't seem to fix my slow internet, can't get a supervisor on the phone and apparently a genius in the billing department thinks I don't have a problem despite factual and historical data supporting my claim of slow internet.

 

Over a week ago I called tech support for slow internet that had been happening for about a week. After over an hour of troubleshooting, I was transferred to Advanced Support but had to wait 3 days for them to call. After over an hour of troubleshooting, speeds came up over 10Mbps download which Hughesnet considered good (despite advertising 25 Mbps download). Within a day, speeds back down. Have been running an automatic download speed test (testmy.net - same as Hughesnet tech support has had me use). Over a week of tests every 4-6 hours and I have 50 tests. 40 tests have been less than 10.  There have been 8 tests less than 1, 11 tests between 1 and 5,and 21 tests between 5 and 10Mbps. Zero correlation with time of day if thinking fast speeds were late night/early morning. So a week later I call tech support and flat out refuse to work with standard tech support as I wasn't wasting an hour or more. Told Advanced Support would call the next day. No call. I call tech support and again have to strongly push back on standard tech support wanting to troubleshoot despite my history. I ask for supervision. 20 minutes later get told there is no supervisor and they will call me back. I then call to file a complaint about poor tech support and told that complaint handled by billing. I talk to the person who takes my info, gives a case # and tells me I will be called. Being as it is billing, I ask if I get a discount for the poor service and inability of tech support to help. This billing person has the gall to tell me my speeds look fine to her, which may have been at that particular moment in time. But why is someone in billing ignoring everything I just told her and trying to tell me I don't have a problem? 

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Long story short - poor tech support that can't seem to fix my slow internet, can't get a supervisor on the phone and apparently a genius in the billing department thinks I don't have a problem despite factual and historical data supporting my claim of slow internet.

 

Over a week ago I called tech support for slow internet that had been happening for about a week. After over an hour of troubleshooting, I was transferred to Advanced Support but had to wait 3 days for them to call. After over an hour of troubleshooting, speeds came up over 10Mbps download which Hughesnet considered good (despite advertising 25 Mbps download). Within a day, speeds back down. Have been running an automatic download speed test (testmy.net - same as Hughesnet tech support has had me use). Over a week of tests every 4-6 hours and I have 50 tests. 40 tests have been less than 10.  There have been 8 tests less than 1, 11 tests between 1 and 5,and 21 tests between 5 and 10Mbps. Zero correlation with time of day if thinking fast speeds were late night/early morning. So a week later I call tech support and flat out refuse to work with standard tech support as I wasn't wasting an hour or more. Told Advanced Support would call the next day. No call. I call tech support and again have to strongly push back on standard tech support wanting to troubleshoot despite my history. I ask for supervision. 20 minutes later get told there is no supervisor and they will call me back. I then call to file a complaint about poor tech support and told that complaint handled by billing. I talk to the person who takes my info, gives a case # and tells me I will be called. Being as it is billing, I ask if I get a discount for the poor service and inability of tech support to help. This billing person has the gall to tell me my speeds look fine to her, which may have been at that particular moment in time. But why is someone in billing ignoring everything I just told her and trying to tell me I don't have a problem? 

","customFields":[]},"Conversation:conversation:140300":{"__typename":"Conversation","id":"conversation:140300","solved":false,"topic":{"__ref":"ForumTopicMessage:message:140300"},"lastPostingActivityTime":"2023-08-10T08:46:51.760-04:00","lastPostTime":"2023-08-10T08:46:51.760-04:00","unreadReplyCount":5,"isSubscribed":false},"ModerationData:moderation_data:140300":{"__typename":"ModerationData","id":"moderation_data:140300","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:140300_1":{"__typename":"Revision","id":"revision:140300_1","lastEditTime":"2023-07-15T09:16:14.700-04:00"},"ForumReplyMessage:message:140305":{"__typename":"ForumReplyMessage","id":"message:140305","conversation":{"__ref":"Conversation:conversation:140300"},"author":{"__ref":"User:user:143715"},"revisionNum":1,"uid":140305,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"subject":"Re: Crappy tech support for slow internet","readOnly":false,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:140305"},"parent":{"__ref":"ForumTopicMessage:message:140300"},"body":"

as Maratsade said, check your beam number on your system information page.  If it's 68, I was told there is no \"immediate relief\".   and see my post about the new satellite launching soon. 

","body@stringLength":"216","rawBody":"

as Maratsade said, check your beam number on your system information page.  If it's 68, I was told there is no \"immediate relief\".   and see my post about the new satellite launching soon. 

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Gen5 WiFi doesn't work reliably","id":"message:79286","revisionNum":1,"repliesCount":33},"Conversation:conversation:79286":{"__typename":"Conversation","id":"conversation:79286","solved":true,"topic":{"__ref":"ForumTopicMessage:message:79286"},"lastPostingActivityTime":"2017-07-19T21:32:42.197-04:00","lastPostTime":"2017-07-19T21:32:42.197-04:00","unreadReplyCount":33},"ModerationData:moderation_data:80047":{"__typename":"ModerationData","id":"moderation_data:80047","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:80047":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:9939"},"id":"message:80047","revisionNum":1,"uid":80047,"depth":14,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"parent":{"__ref":"ForumReplyMessage:message:80045"},"conversation":{"__ref":"Conversation:conversation:79286"},"subject":"Re: New Gen5 WiFi doesn't work reliably","moderationData":{"__ref":"ModerationData:moderation_data:80047"},"body":"

There's no reverting back to Gen4... Gen4 plans have been retired in favor of Gen5.

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My Goodness !!!!

This NOT a Gen5/Gen4 issue.

This is a 5.0 ghz frequency issue.

The HT2000w is a Modem first and primary, a Router (of sorts) as a secondary function and a Wifi source as a distant third.

There are going to be issues with the 5 ghz band ... the very nature of 5 ghz is to have less \"penetration\" than the 2.4 band. In addition you have got a lot electronics packed into a one box and it does NOT have any external antennas that can be used and adjusted to change/alter the WiFi radiation pattern.

 

Wifi routers like to be centrally located and they like to be elevated, things that are hard to do with an entire Modem.

You are making a mountain of a molehill, Turn off the HT2000w \"radios\", connect a decent or better grade Router that has a radiation pattern and features that meet your needs and the issue will be behind you.

For all we know you have a big refrigerator in the way or steel partition studding or any number of environmental issues that can be addressed or overcome with a router with external antennas and better configuration options.

In the end there is no kind of firmware update that is going to give an antenna-less unit the same performance as a good router.

.

Turn off the radios, get a good router, problem solved.

 

 

 

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Thanks again everyone.  I will be doing the UPnP OFF tests tomorrow morning.  Just to clarify about the Wi-Fi 5G outages: it is dead from just 2 to 10 feet away from the modem.  There is nothing between the modem and the Wi-Fi device trying to connect.  When 5G works its range in the house goes at least 60' away from the modem.  When it is dead, it is really dead.

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