No problem, I will PM you :)
Hi ilmontgo,
We're very sorry about this. I was able to locate the call where you were offered the upgrade to Gen5 and did indeed hear the agent state the "No Hard Data Limits" speed was up to 3Mbps. I scoured our knowledge articles and could not find this information being provided to the agent, so we will definitely be going back to them and ensuring they understand the features and specifications of the service.
Regarding the varying speeds after exceeding your allowance - traffic is categorized into different types, which is used to determine what our customers need most. When your allowance is exceeded, not only are your speeds slowed down, but certain activites may see further restriction (HD video, frequent file downloads, video chat). This prevents other customers who do have data from being affected by the few heaviest users. I recommend reading our network management statements here: http://legal.hughesnet.com/NetworkManagement.cfm
If you'd like to keep the Gen5 service, I can see what I can do as far as getting the price lowered because of the incorrect information you were provided by the representative. Should you wish to cancel, we understand and would definitely waive your early termination fee.
Thank you
Amanda
Amanda, thank you for your prompt and thorough response and for the options you presented. Liz scheduled a service provider site visit for tomorrow (10/3) to evaluate my situation/other issues so I will proceed with that and see what they say. I will reconnect on this topic after the visit unless for some reason the site visit voids your offers; if this is the case, please let me know asap and I will cancel the site visit. - Ian
I am sure the offer will still be valid as it is a result of misinformation during a sales call, and not because of performance.
Hi Ian
No, the site visit will not change my offers. Please let me know what happens
~Amanda
Amanda, Thank you.
The service provider came on time and replaced the radio (with a different model maybe?), verified line of sight and re-aligned. Then he found a slight crease in the rim of the dish and thought that could cause a fluctuating signal so he replaced the dish. Signal was improved and has been steady in the high 90's. The problems I've been experiencing are most pronounced during peak hours but I'm hopeful this evening will be better. If it was a signal issue, perhaps the FAP mode was also affected (or even exacerbated it) and will now be a more usable 1.4 Mbps.
I'm going to see how it goes this evening. This is probably an uncommon request but is there any way to temporarily remove or suspend my anytime data tomorrow before the evening until the next day so I can see if FAP mode is more usable than it was last month?
Hi ilmontgo
Unfortunately we only have the ability to add data, not pause or remove it. I am happy to keep your case open until you can give it a test run and monitor the health of the system along the way.
Just a side note, I checked your current diagnostics and see that the iPhone connected to the 2.4Ghz wireless band has a "fair" connection status, which is not optimal. If you don't have it already, I also recommend downloading the free HughesNet app and test the strength in the app throughout the house.
~Amanda
