Forum Discussion

Moodeeb's avatar
Moodeeb
Sophomore
8 years ago

New Customers Beware. Relaxed Bandwidth Marketing Tactics and Losing your High Speed Data

My sales rep was beyond friendly. My installer was one of the most professional people I'd ever met in his line of work. Even the customer service reps are nice. Sadly, so far, it appears to be li...
Data Management
Gen 5
new customers
Performance
relaxed data
troubleshooting
unlimited
  • Liz's avatar
    Liz
    8 years ago

    Good morning Moodeeb,

     

    Our engineers have resolved the issue so your data should now be resetting as it's supposed to be during your first 20 days. I do apologize for the inconvenience, it certainly is not normal for your data to not reset as a new customer. Thank you again for reaching out to us so we can take care of this for you.

     

    If you have additional concerns, please don't hesitate to return to the community.

     

Liz's avatar
Liz
Moderator

Good morning Moodeeb,

 

Our engineers have resolved the issue so your data should now be resetting as it's supposed to be during your first 20 days. I do apologize for the inconvenience, it certainly is not normal for your data to not reset as a new customer. Thank you again for reaching out to us so we can take care of this for you.

 

If you have additional concerns, please don't hesitate to return to the community.

 

Moodeeb's avatar
Moodeeb
Sophomore
8 years ago

Liz,

 

I would love to believe that this was horrible timing, and that I just happened to join Hughesnet while a serious issue existed, and the engineers have fixed the issue. 

 

Was I the only one affected? Why did no one know what was going on? And why did it seem like the only solution was to raise heck her on a community message board to get the problem fixed?

 

I really hope the engineers have fixed the issue. And for anyone that stumbles on this message board, I will say that my data HAS reset. Which is good, and I'm happy it seems to be fixed. For a new customer, who is getting nowhere with customer service, who looks deeper and finds that there is a pleathera of poor reviews and people complaining about the same problem (customer service's inability to fix anything) spanning years... It's really not exactly a comforting thing.

 

I'm going to come back every couple days, and update this thread. If things continue to go well, I want people to know it goes well, because trust me, there is not very many good things said about hughesnet out on the internet, and if they really have turned over a new leaf, and my situation was a very bad set of circumstances, I want people to know. 

 

I'm tired of people getting the bad end of companies over-promising and under delivering, and if my experiences have to be a warning to others, so be it. However I would much rather my experience be one that is positive so others can see that instead. That's in my best interest afterall.

 

To be honest, the only positive thing I've read about hughesnet, was "Liz was helpful." 

 

Let's see what happens. 

 

Thank you,

 

Heath

  • Liz's avatar
    Liz
    Moderator
    8 years ago

    Hi Heath,

     

    Thanks for your reply. As C0RR0SIVE also mentioned, this is the first we've ever seen anyone NOT have their data reset and you are the only customer we know of who had this experience, so thank you again for bringing it up. The community team works closely with the corporate engineers so with one off cases like this, we are able to put it right in front of engineering for their assistance.

     

    I'm glad our engineers did pinpoint the cause of your data not resetting and fixed it. Do keep us updated if your data does not reset, but I don't expect that to be an issue any longer.

     

     

    • Moodeeb's avatar
      Moodeeb
      Sophomore
      8 years ago

      Maybe I was the first, and Maybe if it wasn't such a headache to get decent customer service, it wouldn't have had to escallate. Every phone rep, was zero help. Not until I came to this community to raise heck, did I get any assistance.

       

      I have nothing good to say about hughesnet customer service. As everywhere on the internets can attest to, it's horrible, except you Liz. Apparnetly you are the only person who can get anything addressed.

       

      All that aside, and to be fair - once my relaxed bandwidth was addressed, it worked for the rest of the time period and did not break again. I am so glad, because I was ~ this-close~ to just having the dish pulled off my roof.

       

      Now for what I hope anyone reading this thread will get to, the Hughesnet Gen 5 hardware is remarkable. For satallite internet, Gen 5 has by far exceeded my expectations. Now, I live in the country. I have never had fiber optics, and it's been nearly 10 years since I've had cable internet. Still, Gen 5 is really quick. On average I pull 17 mbps, but I have indeed seen it reach the advertised 25mbps, and unless my eyes were fooling me, I even spiked close to 40 once or twice. (obviously don't expect that.)  


      Most of the terrible reviews you read are about Gen 3 or Gen4 hardware. Gen 5 is a different animal. I burnt past my allocated data to see how it handles when you go into "unlimited mode" and speeds are throttled, and me personally, living with a pretty clear shot of the sky, I can still stream videos after my high speed gets throttled. So as long as nothing breaks, I feel pretty good settling into a 2 year contract.

       

      Yes, I still worry about what will happen next time I need customer service, but honestly the hardware might just be worth the headache. If you are stuck in the middle of nowhere, and want to pay a little more for very respectable internet, Gen 5 Hughesnet is very quick.

       

      PS, they warn you about this up front, but because it's pulling data from space and not the ground, this can't be used for FPS gaming. If you care about that, you know what it means. For turn based? Sure, it's fine.  Also, remoting into work is pretty choppy as well, but that was expected. Where this tech really shines is streaming, or updating your software and such.

       

      Ok, well, I hope I don't have to post to this community again for a long time, but I wanted to be fair as I promised.

       

      Good day everyone.

      • Liz's avatar
        Liz
        Moderator
        8 years ago

        Good morning Heath,

         

        Thank you for taking the time to come back and let us know what happened and sharing your honest experience with the Gen 5 service. This is a very helpful post that may help others. Hopefully you won't need to post back in the community for help, but if you do have any concerns, we're here for you.

         

        Have a good weekend!

         

         

         

         

  • C0RR0SIVE's avatar
    C0RR0SIVE
    Associate Professor
    8 years ago

    Heath,

    To be honest...  No one here has ever seen the resets not happen like that for new customers...  Chances of support being able to fix that are slim to none as it would take multiple people with the issue to pinpoint, especially since it has never been seen before.  They forward the issue to the next tier, and so on.  But, that is how most support systems work.

    • wildcats198308's avatar
      wildcats198308
      Tutor
      8 years ago

      I am not sure if phone support has the ability to send things to the engineers.  The reps here on other hand are able to do so and address the concerns and problems better and quicker than phone support.  

       

      I have seen a lot of posts where people have contacted phone support and then come across this community page and post their problem and the problem gets resolved.  I personally will always come here before any other means of customer support.