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Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?

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New Poster

Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?

Customers/users,

 

Thank you for entertaining my question. I look forward to hearing your experience and helping others here.

 

The reason I ask this question is that I was NOT warned by my Sales rep nor my installer about VPN usage. I had mentioned my wife works from home, thus the need for reliable service, but no question was made as to the setup nor any mention of concerns. Now, after trying the service for two days, the performance for her usage is not effective.

 

After inquiring here in "Tech Support" community, another user indicated VPNs basically don't work well with HughesNet. I actually wish I had known that before installation.

 

Thanks all, Spike

13 REPLIES 13
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Associate Professor

Re: Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?

You would have to basically specifically mention that VPN usage is needed, it's also mentioned in all the fine print that VPN's dont really work with Hughesnet.

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Assistant Professor

Re: Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?


@C0RR0SIVE wrote:

You would have to basically specifically mention that VPN usage is needed, it's also mentioned in all the fine print that VPN's dont really work with Hughesnet.


 

From previous mod replies in similar situations, I was under the impression the sales agents were trained to ask about VPN use if the potential  customer mentioned using the service for work or school. I've been wrong before, definitely not the first time.

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New Poster

Re: Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?

Thanks C0RR0SIVE,

 

I appreciate your advice. I respect your experience and knowledge.

Please allow me to ask how would I, as a first time calling customer know that I "would have to basically mention that VPN usage is needed"? Is that an inherent knowledge that customers are supposed to have?

I don't remember any reference to any any fine print over the one phone call on which I inquired about the service. All I was asked is "do you do any gaming?"...to which I replied "no".

 

Frankly speaking, my expectation that any company supplying a technical service such as internet which evidently has grave weaknesses (such as not working wth VPN's) would diligently screen customers for such needs. I did mention my wife works from home; maybe that should have been an alarm for the salesperson to dig a little deeper on my needs. You know the tech knowledge of the typical customer varies greatly, and a sales force should avoid trying to install service where customers will NOT be pleased.

 

Btw, what is your expectation?....maybe I'm off base here.

Thanks again, Spike

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New Poster

Re: Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?

Customers/users, any feedback out there regarding VPN warnings?  Thanks

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Distinguished Professor IV

Re: Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?

Being that more and more people are using VPNs, it might be a good idea for that to be added to the normal questions asked by the sales reps.  "Are you a gamer?  Do you use a VPN?"    

 

I know that this may not be a thing a customer would think to ask, especially if they've been using a VPN with their present or former ISP.  It would be natural to assume that it would work the same.  

 

That's just my opinion, though.  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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New Poster

Re: Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?

Thank you for your candid input GabeU. I concur.

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Advanced Tutor

Re: Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?


Did your Sales rep or installer warn you HughesNet cannot service VPN's well?  

 

I'm just curious as to why you, as the CUSTOMER, didn't conduct your own due diligence as far as whether or not HughesNet was compatible with VPN's before signing up with HughesNet.

 

Regardless of what kind of service/company your signing up for, be it satelite tv, internet, cellular, etc...it is the customers responsiblity (or at least it should be) to verify what all devices and/or additional equipment/features the service that your signing up for is compatible with.

Waiting until AFTER you have signed a two year agreement with the company and then figuring out that it doesn't...well, I hate to say this, but that's on you.

 

Just for kicks and giggles, I entered the following phrase into google search..

do VPN's work with Hughesnet?

 

Guess what came up?

 

Untitled.png

 

I took the above screen shot of my search results and you will notice that the very first thing to come up is from Hughesnet own 'frequently ask questions' with the very clear answer that using VPN is NOT RECOMMENDED and it even goes on to clearly explain that Hughesnet Technical support does NOT provide help with configuring or troubleshooting problems associated with VPN clients.

 

Again...due diligenge. It only takes a few minutes.

 

 

 

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Sophomore

Re: Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?

I worked from home for years connecting to in office servers using VPN.  I did not occur to me to ask if that would be a problem when I first signed on with Hughes.  Only after some applications could not load due to slow speeds did Hughes track it to VPN.  I just learned to balance what I opened and rarely had problems.  That mimimal slow down was insignificant for the most part.  Nothing like throttling that occurs when soft data cap is reached and certainly nothing like slow downs on some of the beams experiencing performace issues.

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Freshman

Re: Question to users: Did your Sales rep or installer warn you HughesNet cannot service VPN's well?

This has been the worst communcation on VPN ever. I've been on VPN in Hawaii and California with no issues. Guam connectivity 12 years ago was better than this! Regular site access is on average 1000 ms. Even pinging hughes net tonight was 3000 ms. 

 

I told the rep we will game and VPN and I even told the installer that when he said "why do you have the highest plan?" I'm hoping to have resoultion to this issue. As I'm still waiting for engineers to call me back (a week ago). It would be cheaper to me to cancel service and pay the fee, than have to leave my company or travel 2 hours each way to get into a local office.