Forum Discussion
Horrid speed and connection issues
Can someone please run a diagnostic test on my equipment? Like, before I run out of priority data. I’m at less than 40gb left!! Since getting service in October my priority data and standard data have always been slow.Priority data and standard data are always the same speeds and I need to prove it. I posted this Friday, and tonight with updates! Due to my internet being slow or out means even my hp pc and hp laptop do not give me the option to message or even reply to a PM! I just updated on my priority data, and 30 minutes of online gaming I went from 20% used all the way up to 80%. We have ran 5-6 devices throughout the weekend, and was fine until the game for 30 minutes? Is that normal? I pay for fusion and feel like I’m not getting that. Ran speed tests on testmynet and they say 97% of the WORLD has BETTER internet than I do. It also says my average is lower than hughsnets average? How/why is that? Should your subscribers not have minimum speeds at your average on standard and faster on standard? Now onto the original post … since October 29th, I have had nothing but issues with speed and outages. Ive been told by a tech that my boxes were too far apart. I’ve literally spent over 5 hours with customer support chat and fusions tech department, I have spent hours upon hours of troubleshooting. I have over 5 reference calls and I’ve been a customer only 3months and a few days! Its unfortunate how quickly we use data and I’m no expert but the slow speeds contribute to that! Just had 2-3 days of NO internet at all. I’ve had LTE blackouts, and no service BUT THE APP SAYS EVERYTHINGS perfect. Even when I’m on the app and supposedly have no dead zones and excellent signal quality! I have called customer service numerous times, and am told “your out of priority data” I have spent so much money on data tokens trying to see if that helps but it doesn’t and I went thru 20 on Thursday, in less than an hour! I don’t know how seeing as the internet was out all day! Please help us! My daughters dual enrolled in college and unable to get high school or college homework done due to the fact internet working properly only 1-2 days a week. I can’t send out invoices for my customers, I can’t even get on the satellite page to look at the system issues because my internet is constantly down. I have been through about 30 hours on the phone, got sucked into a special plan that was going to cost me 250 dollars a month and still dealt with the slowest internet ever when it works, with zero help from customer service and the fusion department. I have stated in phone calls over and over and over that there’s something actually wrong with the equipment but nobody actually helps! It’s not even guaranteed a tech will be scheduled or anything gets processed and full notes taken correctly when I waste my time troubleshooting for hours, and still have no solution. I can’t have these issues! maybe I just need new router and modem?! I know that I have a lot of devices on it but even when I use 1 item at a time I still have issues with speed and performance. I do have a mesh node, but the WiFi signal tests say I have excellent signal but I can’t do anything online. I have had issues since October 29th when the installation guy said there was a problem with installation. The last tech told me there was nothing that he nor hughsnet could do and did not replace any equipment even tho the lady at customer support said a box needed to be replaced, tech asked why but never replaced anything! I could go on, but if you look at my account you’ll see all the calls and troubleshooting.
So no equipment replacement, but I did find out that my fusion wasn’t activated until a brand new tech came out. Which is bothersome considering how many times I’ve called and chatted with support and even advanced account management. So I have been paying for service since October when I payed for and installed service. They’re giving me 30 dollar discount for 3 months, which does sound fair in the realm of pricing. But the fact that the installer did not ensure everything was connected and activated properly combined with all my wasted time asking for help for 3 months, having the 1st tech and the installer (for the next tech visit the one who said nothing can be done to fix it) and every single customer service person before Remy, missing the fact that my service wasn’t actually working correctly. And the tech today was the only person who even used their phone and actually tested the boxes and WiFi settings and found out my fusion wasnt activated or that I wasn’t allowed to be on more than 2 devices at at time. All this says to me is I had a bad installation that caused me to go through 1200gb of priority data over 3 months and 30 a month discount doesn’t sound fair to my wallet at all?! We used .3 gb while using every electronic connectable, including his phone and my daughter is playing on the ps console and I’m still using the same 1gb I’ve been using since 330pm. Which is great considering what I’ve dealt with the last 3 months. Hopefully the tokens Remy gave me for my troubles will last longer than a week!
15 Replies
The subscriber agreement states that all service plan speeds are "up to" and are not guaranteed. The speeds are affected by many, many variables, including the number of devices connected to the network, the number and kind of activities taking place on the network, and others. So, while we have faster speeds on priority data, they're still not guaranteed, and they're not equivalent to the speeds provided by terrestrial internet (cable, fiber).
"We have ran 5-6 devices throughout the weekend, and was fine until the game for 30 minutes? Is that normal?"
If the data available went from 80% to 20% by playing 30 minutes of a game, then that game is one that requires a lot of broadband, and it's not something you can't/shouldn't play on limited satellite broadband, unless you're prepared to buy a lot of tokens. And each device attached to the network is eating up data, so the more devices attached, the more data being consumed. If all 5 devices were playing the game, that'd explain how quickly the data drained. All this is normal and expected of satellite internet.
"Should your subscribers not have minimum speeds at your average on standard and faster on standard? "
Satellite internet doesn't work that way due to the limitations of the technology in terms of broadband limits and of latency. The satellite only has a limited amount of broadband to go around, and it has to be shared by all the people on each of the beams. Priority data gives you faster speed than non-prioritized data, but it's still "up to."
I do hope someone gets back to you today and that you can solve the issues as much as possible given the limitations.
AmandaB,
Thank you for following up! We still require some account information so we can get everything pulled up. We edited your Community permissions, so you should be able to reply to the private message now. Please let us know if you're able to!
Thanks,
Remy
One thing about this service is that you MUST be vigilant in knowing not only how much data you're using, but what's using it and what activities use the most. As time goes on, just about all online activities become more data hungry, and you have to be aware of the use so that you can prioritize your activities in such a way that you're not burning through your data too quickly.
To go from 20% used to 80% used in a half hour is certainly a lot, but everything actively connected to the net can use data, even without you knowing it. But one thing is for certain... the data was used. Hopefully Remy will be able to point you in the direction of what's using it up so quickly, as well as what's going on with the speed issues.
Would you happen to know where I can see the data usage of each connected device? Some are android and some are android
Unfortunately, I'm not sure how to see data usage by device. I think that may be something only the mods can see, but hopefully Remy or another mod can answer that for sure. If you can't with the HughesNet equipment, the only way I know of for sure to see data use by device is with a 3rd party router that has that capability.
I'm glad the tech was able to figure out what was wrong. That the Fusion wasn't even on is definitely a head scratcher. It certainly should have been.
Thank you both! I was finally able to pm Remy!
Update.. waiting for the techs to come out and replace some equipment! My son’s gaming kills our data, which I expected. But I also have speeds far below what’s expected, also expected! Glad someone finally looked into it and actually going to try to remedy the issue! Hopefully it will be that simple! I appreciate all the info this far!
Update.. waiting for the techs to come out and replace some equipment! My son’s gaming kills our data, which I expected. But I also have speeds far below what’s expected, also expected! Glad someone finally looked into it and actually going to try to remedy the issue! Hopefully it will be that simple! I appreciate all the info this
So no equipment replacement, but I did find out that my fusion wasn’t activated until a brand new tech came out. Which is bothersome considering how many times I’ve called and chatted with support and even advanced account management. So I have been paying for service since October when I payed for and installed service. They’re giving me 30 dollar discount for 3 months, which does sound fair in the realm of pricing. But the fact that the installer did not ensure everything was connected and activated properly combined with all my wasted time asking for help for 3 months, having the 1st tech and the installer (for the next tech visit the one who said nothing can be done to fix it) and every single customer service person before Remy, missing the fact that my service wasn’t actually working correctly. And the tech today was the only person who even used their phone and actually tested the boxes and WiFi settings and found out my fusion wasnt activated or that I wasn’t allowed to be on more than 2 devices at at time. All this says to me is I had a bad installation that caused me to go through 1200gb of priority data over 3 months and 30 a month discount doesn’t sound fair to my wallet at all?! We used .3 gb while using every electronic connectable, including his phone and my daughter is playing on the ps console and I’m still using the same 1gb I’ve been using since 330pm. Which is great considering what I’ve dealt with the last 3 months. Hopefully the tokens Remy gave me for my troubles will last longer than a week!
I have the same issue. From day 1, my internet has been so slow that it's ridiculous! And my priority, supposed to be, high speed data seems to dissappear extremely quick especially considering it's only me and my husband and all we use is our phones and 1 smart TV. They advertise " blazing fast speed and supposed to be able to do anything online you want to do even with multiple users". What a crock of complete **bleep** that is. And the only reason I signed up for them is that I am not able to get any other services where I live and I was supposed to go to work remotely from home with Ibex making good money and everything and needed internet. Well, that didn't happen due to Hughes Net's slower than a snails pace service! They couldn't pass the speed test! Even when I disconnected EVERYTHING from the internet except my phone and literally stood on top the router a few feet from the dish outside! Couldn't get above 19! 19! **bleep**? And now I'm locked into a 2 year contract with crappy service, and highly overpriced billing! And I've also had multiple issues with them trying to take out my bill before it's due causing me to have to pay an extra $25 fee for not being able to collect payment! And when I call customer service they are rude, condescending, and generally no help at all! They actually will sit there and argue with you and talk down to you and are mean! And then they demand immediate payment for a supposedly past due bill plus the fee for a bill that isn't even due yet or they disconnect your service and then you have an additional reconnect fee. They are by far, the worst company I have ever had the displeasure to associate with. And they are crooked as can be ! It's criminal what they get by with. I'm seriously considering filing a report with the GOVERNMENT PLACE THEY WILL NOT ALLOW ME TO NENTION APPARANTLY in here lol and anyone else I can.
This is an account and tech support site. You seem to be reviewing the service. If that's what you're doing, go to one of the many review/complaints site on the web. You will get more traction there. If you have legitimate issues that you would like support with, go to the main Tech Support or Account section and start your own ticket(s). The reps on this site will look into your situation and work with you to improve your experience.
The place you're thinking of filing a report with is not a government entity at all. It is simply a middle man between users and companies and has no affiliation with the government. Also, they give HN their highest rating for their customer support. You're totally entitled to submit a complaint there, of course, but you'll get a lot more bang for your buck (and faster) if you create a ticket here and work directly with the reps on this site.
Remember you are not locked into a 24 month term at all. You can leave any time. There will be a fee, but that'll be cheaper than the amount you will pay for the service if you wait out your contract.
Whichever you decide to do, I hope things get resolved for you.
Definite reach out here. I was not able to get help until I came here. And so far so good. Haven’t had a chance to test out priority but if my standard data’s improved this much, it’ll be great. Standard data still allows us to do multiple things, even Fortnite and stream at once, can’t wait to stream priority data to see if there’s even a difference there! I’m hoping this continues as I’m waiting for a random update to make it weird out again lol but in the mean time I’m done complaining and feeling frustrated and that’s a nice feeling.
