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...
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.
"but what other course do we as customers have when we are not given the product we were sold."
Actually, you are. You need to adjust your expectations to reality. Satellite internet is more limited than other types of internet service you may have experienced before. Satellite internet requires more involvement from the user.
The Hughes reps are usually here M-F, 9-5. There may be other people ahead of you, so you may want to be patient.
GweRDSKNS, be sure to run the manual tests using 25 MB size for download and 4 MB for upload in order to get help from the official mods here and for them to pass it to engineering. I see you have started running them lately at those sizes. Also try to run some at more varied times of day, not just late afternoon/evening if possible. It does look like your morning speeds are better.
That said, it does appear your speeds are below what they should be from your test history.
I hope you don't mind me posting the link to all your results so the mods can review them.
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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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\"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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\"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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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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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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Two things...
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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Accept to continue or {url} it directly on the provider's site.","buttonTitle":"Accept","urlText":"watch"},"localOverride":false},"ModerationData:moderation_data:101773":{"__typename":"ModerationData","id":"moderation_data:101773","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:101773":{"__typename":"ForumReplyMessage","uid":101773,"id":"message:101773","revisionNum":1,"author":{"__ref":"User:user:66958"},"readOnly":true,"repliesCount":20,"depth":6,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"parent":{"__ref":"ForumReplyMessage:message:101768"},"conversation":{"__ref":"Conversation:conversation:101751"},"subject":"Re: Low and unreliable speeds at any time of day/night on newly installed Gen5","moderationData":{"__ref":"ModerationData:moderation_data:101773"},"body":"
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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\"but what other course do we as customers have when we are not given the product we were sold.\"
Actually, you are. You need to adjust your expectations to reality. Satellite internet is more limited than other types of internet service you may have experienced before. Satellite internet requires more involvement from the user.
The Hughes reps are usually here M-F, 9-5. There may be other people ahead of you, so you may want to be patient.
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GweRDSKNS, be sure to run the manual tests using 25 MB size for download and 4 MB for upload in order to get help from the official mods here and for them to pass it to engineering. I see you have started running them lately at those sizes. Also try to run some at more varied times of day, not just late afternoon/evening if possible. It does look like your morning speeds are better.
That said, it does appear your speeds are below what they should be from your test history.
I hope you don't mind me posting the link to all your results so the mods can review them.
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