Often subscribers complain about "false advertising" regarding speeds, but they fail to read the disclaimers both on the website and in the subscriber agreement that clearly state speeds are not guaranteed.
Does this mean you have to be happy with bad service? Not at all. It means that if you claim they didn't give you the information, you are wrong. They did, and you may have failed to read it. The responsibility to read it is yours.
Best way to move forward is to politely and patiently try to improve service.
You will likely not be able to break a contract or succeed in your disputes if you
- didn't read the information on the website and the subscriber agreement (both of which are available freely on the Web)
- did nothing constructive to try to solve the issue
- refused to provide proof (such as documented speed tests) that your service isn't working well
Short version regarding speed:
- Speed is not guaranteed.
- Although the system is designed for 25 Mbps down and 3 Mbps up, you're not guaranteed to get this.
- Your speeds may vary depending on many, many factors.
Speed disclaimers, subscriber agreement
Source: https://legal.hughesnet.com/SubAgree-03-16-17.cfm
HughesNet service is available in the contiguous U.S., Alaska and Puerto Rico. Stated speeds and uninterrupted use of service are not guaranteed. Actual speeds will likely be lower than the maximum speeds during peak hours. In addition, when connected to the Service using Wi-Fi, the user’s experience will vary based on the proximity to the Wi-Fi source and the strength of the signal, and its usage is subject to the Fair Access Policy.
The listed speeds are only available in the footprint of the EchoStar XVII and EchoStar XIX Satellites. The HughesNet Gen5 Service with speeds of up to 25 mbps down and 3 mbps up is available within the contiguous United States. Speeds in parts of Alaska will be slower.
Speed disclaimers, website
Source: https://www.hughesnet.com/about/hughesnet-gen5
*If you exceed your monthly plan data, you will experience reduced data speeds until the start of your next billing period. Reduced speeds will typically be in the range of 1–3 Mbps and may cause websites to load more slowly or affect the performance of certain activities, such as video streaming or large downloads/uploads. Speeds may vary and are not guaranteed.
**The HughesNet Gen5 service plans are designed to deliver download speeds of 25 Mbps and upload speeds of 3 Mbps, but individual customers may experience different speeds at different times of the day. Speeds and uninterrupted use are not guaranteed and may vary based on a variety of factors including: the configuration of your computer, the number of concurrent users, network or Internet congestion, the capabilities and content of the websites you are accessing, network management practices as deemed necessary, and other factors. When you connect to the HughesNet service using Wi-Fi, your experience will vary based on your proximity to the Wi-Fi source and the strength of the signal.
