Forum Discussion

Robp1's avatar
Robp1
Junior
7 years ago

I like my gen5 plan but we were lied to about data usage

We signed up with gen5 with the understanding that after our data was used we would be slowed down to 1-3mbps. This is not true, our highest data speed is under 1mbps and can not do anything. Our phon...
Brooke's avatar
Brooke
Alum

I want to clarify some things to make sure I understand:

 

- Are you experiencing slow speeds before you reach the end of your monthly data cap?

- Are the calls disconnecting once you've reached your monthly data cap?

 

I ran a diagnostic and I don't currently see any issues, but that doesn't mean there isn't one. I'd like for you to try some steps for me. 

 

1.  Unplug the ATA (Voice unit).  

2.  Unplug the HughesNet modem at the wall outlet or power pack (Do NOT unplug from the back of the modem).

3.  Wait for at least 30 seconds after unplugging the HughesNet modem, then plug the modem back in.

4.  Wait for about five minutes so that the HughesNet modem is fully back up and running, then plug in the ATA.

5.  Make sure all the cables are securely attached. 

 

Let me know if that helps!

-Brooke

Robp1's avatar
Robp1
Junior
7 years ago
Sorry for the delay in responding. I have completed those steps multiple times. It works for about an hour and then drags out again. When I have called tech support they do tell me there is an issue with the equipment. Even if the Data is refreshed the phone service knocks out on almost every call. What I can say worked better during this last battle of the Modem, was taking every device I could of of the 2.4 ghz network and putting them on the 5 ghz network. The speeds did pick back up for a few hours but then crashed again. My max download speed with full Data is only 10 mbps per your speed test) the unload is always fast.
  • Aspencade's avatar
    Aspencade
    New Poster
    7 years ago

    I was also lied to and I see one generec answer after another.

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

      If you would like your issues addressed, please start your own topic in the appropriate area, such as Tech Support or myAccount and Billing.  

       

      Aspencade wrote:

      I was also lied to and I see one generec answer after another.

       

  • Brooke's avatar
    Brooke
    Alum
    7 years ago

    Thanks for getting back to be Rob. After running further diagnostics on your account, I saw you have a marginal alignment with your dish. I went ahead and set you up with a complimentary technician visit to address this. You'll receive a call/text to confirm or reschedule the appointment. 

     

    Hope this helps!

    -Brooke

  • Brooke's avatar
    Brooke
    Alum
    7 years ago

    Hi Robp1, I hope everything has been well since I last heard from you. I'm going to close this thread due to inactivity, but if you have any additional questions, feel free to start a new thread and we'll be glad to help!

     

    Thank you.

    -Brooke