Low and unreliable speeds at any time of day/night on newly installed Gen5
I have had slow/broken internet since installation. Whast is the problem? I have called support numerous times and was promised callbacks but never got any. Here are my speed test results. Can anyone...
"What GabeU is suggesting regarding only one device being connected, and for that one device to be connected via ethernet cable is not a "real world" condition for me, nor would it be practical in my case. "
It's not a real world condition; it is a testing condition and it is done to isolate the modem to ascertain whether the problem is in the modem. It is done for testing purposes only. For regular use, you don't have to stick to those parameters.
"I don't recall these parameters being specified in the sales pitches in order to get me to sign up."
They wouldn't have been, as they're testing parameters used to evaluate the system when there's a problem.
Here are my test results taken when directly connected to the HughesNet HT2000W modem with only 1 PC, gigabit ethernet, WIFI is disabled. Download was 25M and upload was 4M. These results are pretty much self explanatory, the internet service is sub-par. I still haven't received a call from the so called "Advance Tech Engineer" that support told me would call me tonight, or any other night they were supposed to call. I also called the installer and got no answer, left a Voicemail but got no return call either. As for right now, I will call the Better Business Bureau and my news station to let them know how HughesNet treats new customers after they get your money. I asked support to send a replacement modem, as I even paid for express repair, but that was a waist of my money too. Very disappointed.
First, this is a different avenue of receiving help. This is not the phone help. The help you receive here will come from corporate based reps who have direct access to engineering.
Secondly, just so that you are aware, when you submit a complaint to the Better Business Bureau it stops any and all help that you can receive here, or by the phone, for 30 days. Just keep that in mind. It would be unfortunate for you to have just discovered the best avenue for receiving help for your issues only to then have the door to that help closed to you for 30 days. Still, of course, you're free to do as you wish. I only wanted to make you aware of how it works.
If you instead decide to continue forward with the help here, the tests you have run will be very helpful to the reps. Again, they will be back on Monday.
"Secondly, just so that you are aware, when you submit a complaint to the Better Business Bureau it stops any and all help that you can receive here, or by the phone, for 30 days. "
And ironically, the reply the user gets is the same s/he would've gotten here. People misunderstand how the agency works -- all they do is serve as an intermediary, basically.
I am waiting until I hear from someone here who knows how to fix the problem, but what other course do we as customers have when we are not given the product we were sold.
I Called support on 6-29-2018 and was told by the rep someone will call me Saturday. On 6-30-2018 at 9:45pm I called HughesNet support at 1-866-347-3292 again (for the 8th time) trying to get someone to fix the speed problem. This is after calling previously and each time being promised (and last night the rep, Blake Gomez "gave his word") someone from advanced engineering will call me at 11:45pm (I asked him again 11:45pm, he stated correct, please answer the phone when they call). I waited until 12:15am and went to bed.
I have only gotten one call from "tier 4 support" and on June 16, 2018 the tech worked on it for approximately 30 minutes and said he could not fix it and was referring me to advance engineering, who would give me a call within 7 to 10 days.
I waited unti June 26th (the 10th day with no callback) and called to get help. Since then, I have called multiple times, have been told by the rep someone will call me in 24 to 48 hours, and have never received a callback.
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and unreliable speeds at any time of day/night on newly installed Gen5","id":"message:101751","revisionNum":1,"repliesCount":29,"author":{"__ref":"User:user:66958"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:TechSupport"},"conversation":{"__ref":"Conversation:conversation:101751"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:101751"},"body@stripHtml({\"truncateLength\":200})":" I have had slow/broken internet since installation. Whast is the problem? I have called support numerous times and was promised callbacks but never got any. Here are my speed test results. Can anyone...","body@stringLength":"574","rawBody":"
I have had slow/broken internet since installation. Whast is the problem? I have called support numerous times and was promised callbacks but never got any. Here are my speed test results. Can anyone resolve the speed issues? I cannot even watch my security camera at 500kbps.
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Here are my test results taken when directly connected to the HughesNet HT2000W modem with only 1 PC, gigabit ethernet, WIFI is disabled. Download was 25M and upload was 4M. These results are pretty much self explanatory, the internet service is sub-par. I still haven't received a call from the so called \"Advance Tech Engineer\" that support told me would call me tonight, or any other night they were supposed to call. I also called the installer and got no answer, left a Voicemail but got no return call either. As for right now, I will call the Better Business Bureau and my news station to let them know how HughesNet treats new customers after they get your money. I asked support to send a replacement modem, as I even paid for express repair, but that was a waist of my money too. Very disappointed.
Here are my test results taken when directly connected to the HughesNet HT2000W modem with only 1 PC, gigabit ethernet, WIFI is disabled. Download was 25M and upload was 4M. These results are pretty much self explanatory, the internet service is sub-par. I still haven't received a call from the so called \"Advance Tech Engineer\" that support told me would call me tonight, or any other night they were supposed to call. I also called the installer and got no answer, left a Voicemail but got no return call either. As for right now, I will call the Better Business Bureau and my news station to let them know how HughesNet treats new customers after they get your money. I asked support to send a replacement modem, as I even paid for express repair, but that was a waist of my money too. Very disappointed.
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It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.
It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.
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\"What GabeU is suggesting regarding only one device being connected, and for that one device to be connected via ethernet cable is not a \"real world\" condition for me, nor would it be practical in my case. \"
It's not a real world condition; it is a testing condition and it is done to isolate the modem to ascertain whether the problem is in the modem. It is done for testing purposes only. For regular use, you don't have to stick to those parameters.
\"I don't recall these parameters being specified in the sales pitches in order to get me to sign up.\"
They wouldn't have been, as they're testing parameters used to evaluate the system when there's a problem.
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\"What GabeU is suggesting regarding only one device being connected, and for that one device to be connected via ethernet cable is not a \"real world\" condition for me, nor would it be practical in my case. \"
It's not a real world condition; it is a testing condition and it is done to isolate the modem to ascertain whether the problem is in the modem. It is done for testing purposes only. For regular use, you don't have to stick to those parameters.
\"I don't recall these parameters being specified in the sales pitches in order to get me to sign up.\"
They wouldn't have been, as they're testing parameters used to evaluate the system when there's a problem.
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Low and unreliable speeds at any time of day/night on newly installed Gen5","moderationData":{"__ref":"ModerationData:moderation_data:101765"},"body":"
First, this is a different avenue of receiving help. This is not the phone help. The help you receive here will come from corporate based reps who have direct access to engineering.
Secondly, just so that you are aware, when you submit a complaint to the Better Business Bureau it stops any and all help that you can receive here, or by the phone, for 30 days. Just keep that in mind. It would be unfortunate for you to have just discovered the best avenue for receiving help for your issues only to then have the door to that help closed to you for 30 days. Still, of course, you're free to do as you wish. I only wanted to make you aware of how it works.
If you instead decide to continue forward with the help here, the tests you have run will be very helpful to the reps. Again, they will be back on Monday.
First, this is a different avenue of receiving help. This is not the phone help. The help you receive here will come from corporate based reps who have direct access to engineering.
Secondly, just so that you are aware, when you submit a complaint to the Better Business Bureau it stops any and all help that you can receive here, or by the phone, for 30 days. Just keep that in mind. It would be unfortunate for you to have just discovered the best avenue for receiving help for your issues only to then have the door to that help closed to you for 30 days. Still, of course, you're free to do as you wish. I only wanted to make you aware of how it works.
If you instead decide to continue forward with the help here, the tests you have run will be very helpful to the reps. Again, they will be back on Monday.
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\"Secondly, just so that you are aware, when you submit a complaint to the Better Business Bureau it stops any and all help that you can receive here, or by the phone, for 30 days. \"
And ironically, the reply the user gets is the same s/he would've gotten here. People misunderstand how the agency works -- all they do is serve as an intermediary, basically.
\"Secondly, just so that you are aware, when you submit a complaint to the Better Business Bureau it stops any and all help that you can receive here, or by the phone, for 30 days. \"
And ironically, the reply the user gets is the same s/he would've gotten here. People misunderstand how the agency works -- all they do is serve as an intermediary, basically.
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I am waiting until I hear from someone here who knows how to fix the problem, but what other course do we as customers have when we are not given the product we were sold.
I Called support on 6-29-2018 and was told by the rep someone will call me Saturday. On 6-30-2018 at 9:45pm I called HughesNet support at 1-866-347-3292 again (for the 8th time) trying to get someone to fix the speed problem. This is after calling previously and each time being promised (and last night the rep, Blake Gomez \"gave his word\") someone from advanced engineering will call me at 11:45pm (I asked him again 11:45pm, he stated correct, please answer the phone when they call). I waited until 12:15am and went to bed.
I have only gotten one call from \"tier 4 support\" and on June 16, 2018 the tech worked on it for approximately 30 minutes and said he could not fix it and was referring me to advance engineering, who would give me a call within 7 to 10 days.
I waited unti June 26th (the 10th day with no callback) and called to get help. Since then, I have called multiple times, have been told by the rep someone will call me in 24 to 48 hours, and have never received a callback.
I am waiting until I hear from someone here who knows how to fix the problem, but what other course do we as customers have when we are not given the product we were sold.
I Called support on 6-29-2018 and was told by the rep someone will call me Saturday. On 6-30-2018 at 9:45pm I called HughesNet support at 1-866-347-3292 again (for the 8th time) trying to get someone to fix the speed problem. This is after calling previously and each time being promised (and last night the rep, Blake Gomez \"gave his word\") someone from advanced engineering will call me at 11:45pm (I asked him again 11:45pm, he stated correct, please answer the phone when they call). I waited until 12:15am and went to bed.
I have only gotten one call from \"tier 4 support\" and on June 16, 2018 the tech worked on it for approximately 30 minutes and said he could not fix it and was referring me to advance engineering, who would give me a call within 7 to 10 days.
I waited unti June 26th (the 10th day with no callback) and called to get help. Since then, I have called multiple times, have been told by the rep someone will call me in 24 to 48 hours, and have never received a callback.
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