Forum Discussion

dhorwath's avatar
dhorwath
Sophomore
8 years ago

Slow speeds only in prime time hours

I see there's other complaints but I'm not sure what was resolved with this issue.  I have the 15mg plan, using the HT1100 modem.  In the mornings I get 20+ download speeds using testmy.net.  Afternoo...
  • dhorwath's avatar
    dhorwath
    8 years ago

    Amanda has been working on my issue behind the scenes, so I thought I'd come on and mention that we are working through it.  The result is that I'll be switching to Gen 5 on a lower data plan than what I currently have.  With the compression of data on streaming that is used on Gen 5, I should be able to stay within the 30g.  Even if I go over 30g the throttled speed is better than what I have today so it's a no-brainer.

    thanks Amanda!

Amanda's avatar
Amanda
Moderator
8 years ago
Good morning dhorwath,

Just a heads up, the engineer on your case provided an update. He let me know that there is a planned expansion in the next 2-3 weeks for your beam. This will provide a lot of relief for the night time speeds which will continue all the way up until we release Gen5. I will apply a discount for the next 6 months while the work is completed.  Please let me know if you have any questions.

Thank you
Amanda
  • pentangle's avatar
    pentangle
    Sophomore
    8 years ago

    How about a price reduction across the board, since this seems to be a common problem. I pay for speeds "up to 15Mbps", but have been told repeatedly that 60% of that is "normal". I could live with that if you could provide that speed AT ALL TIMES, not 20's in the mornings and 1Mbps or less when I'm home and wanting to stream something later in the day. A 9Mbps average is not what I pay for.

    • maratsade's avatar
      maratsade
      Distinguished Professor IV
      8 years ago

      "I pay for speeds "up to 15Mbps", but have been told repeatedly that 60% of that is "normal"."

       

      Up to means that the speed can be anything from 0 to 15. Speeds are not guaranteed.

       

      HughesNet service is available in the contiguous U.S. with an unobstructed view of the southern sky, and its usage is subject to the Fair Access Policy. Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours.

       

      Source: http://legal.hughes.com/SubAgree-01-01-15.cfm

       

      If you subscribed on or after March 10, 2017, then the terms are

       

      HughesNet® service is available in the contiguous U.S., Alaska and Puerto Rico with an unobstructed view of the southern sky, and its usage is subject to the Fair Access Policy. Actual speeds vary based on the amount of traffic on the Internet, content on a particular Website, or by the overall performance and configuration of your computer. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than speed indicated during peak hours.

       

      Source: http://legal.hughes.com/SubAgree-03-16-17.cfm

      • dhorwath's avatar
        dhorwath
        Sophomore
        8 years ago

        bump

  • dhorwath's avatar
    dhorwath
    Sophomore
    8 years ago

    Amanda????

    Haven't heard from you since Feb 10, your response was:

     

    Good morning dhorwath,

    Just a heads up, the engineer on your case provided an update. He let me know that there is a planned expansion in the next 2-3 weeks for your beam. This will provide a lot of relief for the night time speeds which will continue all the way up until we release Gen5

     

    Is anything further being done on my beam?  Can I move to Gen 5 at the same cost i have with Gen 4?  The minions have put me in a bad mood, I'm wanting to hear from you

    • bkeeper1's avatar
      bkeeper1
      Junior
      8 years ago

      Hi;

      Amanda did not respond or answer me for four weeks – She kind of left me with the feeling that she was just too busy to fool with my problems.  It’s not pleasant when you are not sure if you are even being heard.

      When she did finally respond to my postings and PMs (just a little over a week ago) this is all she had to say.

      Quote

      “In response to your last PM and this post, if you choose to opt out of upgrading, I cannot force that upon you. I did get the latest update from engineering this week who let me know there was maintenance done to improve performance on your beam and it was completed on March 1st. Aside from that, there is nothing further scheduled. If the service is still not satisfactory and an upgrade is not viable, the final thing I can offer you is to cancel your service without any early termination fees. 

       

      Thank you,

      Amanda”

       

      Unquote

       

      She was no help at all – last time I had problems – Liz helped me – and the service was great – she really was terrific and did not leave me hanging. It took a while – but, working with Liz the problem was solved to everybody’s satisfaction. Apparently Amanda is not in the same category.  She started out fine – and then NOTHING until the above.  Which I thought was almost rude.

      Sorry that you are going through the same thing.

      • dhorwath's avatar
        dhorwath
        Sophomore
        8 years ago

        Amanda has been working on my issue behind the scenes, so I thought I'd come on and mention that we are working through it.  The result is that I'll be switching to Gen 5 on a lower data plan than what I currently have.  With the compression of data on streaming that is used on Gen 5, I should be able to stay within the 30g.  Even if I go over 30g the throttled speed is better than what I have today so it's a no-brainer.

        thanks Amanda!