Hi George,
Thank you so much for your patience, please check your private messages (PM) in the top right corner of the community page as I've sent you a PM to further address your concerns.
-Liz
Thanks Gabe for the guidance. I have followed the following directions:
-do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)
-disable the WiFi in the HT2000W modem while the speed tests are being performed
-the testing device should be the ONLY device connected to the HughesNet modem while testing
-use the manual 25MB size download test file
-if testing upload instead of download, use the manual 4MB size upload test file
-space each test in the batch at least 5 minutes apart
-disconnected Nord VPN
My test results link is: https://testmy.net/quickstats/His%20Name%20is%20JESUS
I feel I was misled about the service by the phone sales rep who placed my order, and since the beginning of this account I have not even come close to the salesperson promised speed. As a matter of fact I have only been provided with an average of 16% of the speed I agreed to in our contract. After 3 months of calls and suffering with these terrible speeds, I would like to terminate my contract and request a sales call review and assist with any early termination fees. Thanks, I look forward to Hughes acting honorably and doing the right thing. Please advise.
George & Noemi Jelaco
havefaithnow@att.net
George, if the call is still available the HughesNet reps on this site (Liz , Remy , Damian )will pull it and listen to what the rep told you and what you replied, and will then advise as to next steps. Turnaround may take 7 business days, sometimes less, sometimes more, and they will contact you on this site when they've completed their investigation.
I feel I was misled about the service by the phone sales rep who placed my order, and since the beginning of this account I have not even come close to the salesperson promised speed. As a matter of fact I have only been provided with an average of 16% of the speed I agreed to in our contract. After 3 months of calls and suffering with these terrible speeds, I would like to terminate my contract and request a sales call review and assist with any early termination fees. Thanks, I look forward to Hughes acting honorably and doing the right thing. Please advise.
George & Noemi Jelaco
havefaithnow@att.net
Thanks maratsade! I will be monitoring for a response.
Hi George,
Welcome to the community and thank you for posting. We're currently looking into this for you. I'll post back once I have an update to share.
Your cooperation, patience, and understanding are much appreciated.
Thanks,
Liz
Hi George,
Good news, we got a quick turnaround on this. Our system shows that the service was self-ordered online, no phone sales rep completed the sale, so there's no sales call to review.
What we can do is work with you in troubleshooting your concerns. I'd like to run some diagnostics on your site but I'm unable to reach it, please connect your HughesNet modem to your network and power.
Your cooperation, patience, and understanding are much appreciated.
Thanks,
Liz
