Forum Discussion
Horrid speed and connection issues
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!
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.
