For almost 5 years now, we have had a major issue with slow connections, interrupted service, internet going down for periods of up to a week and not being able to use the internet at all. We've contacted Hughes Net CS on NUMEROUS times, been promised call backs that we never got and CREDIT for our all down time which totals 220 days now. No credit has been given, our service still is very slow and the internet drops a lot. We upgraded to Gen5 hoping it would help, it didn't. Still have freezing issues and service being dropped. They did send a teck out ONE time over the course of 5 years and they blamed it on our computer. Seems after trying 5 desk tops, 4 lap tops and even 5 cell phones hooked to the service at various times and the same exact problem happens, they'd realize it's not us. But promise after promise has been made and none have been followed through on. Maybe someone will see this and MAYBE we can get some help.
Thank you for posting. I am extremely sorry to hear about this issue and I can assure you that we will do our absolute best to help resolve your concerns. Anyway, we pulled up your account to troubleshoot and here is what we found.
Based on our records, we provided you with credits three times in the last year (February, April, and July of 2016).
We also ran a diagnosis on your system, and everything looks good. I would like you to please complete some speed test for us to better evaluate your service. Thanks and I look forward to hearing from you soon.
Please post your results here.
-do the tests while directly connected to the HughesNet modem with a LAN cable (NO ROUTER or Wireless devices)
-use the 25MB size download test file since you are a Gen5 Customer
-complete at least 3 tests each space at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE
For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx
Thanks for at least an attempt to reply. Yes, some small credits were applied and that's why the amount of days is down to only 226. I was being nice posting what I did. I've ran so many speed tests with Gen 3,4 and 5 it's pathetic. You always ask for speed tests yet do nothing. It doesn't help with the DAYS on end our service was down, interrupted or not usable and nobody seems to listen or care. It's beyond ridiculous. You, not your personally, seem to want to just blame it on people's computers and not resolve the main issue or at least make an attempt to figure out what the issue is.
Thank you for the prompt response. We would like to escalate your case to the engineers at our corporate office. However, in order to do so, we need the results from a recent speed test. Thank you!
One thing to keep in mind is that the reps on here are at the corporate level, unlike the phone reps. When they get involved, like Aedan has, it's a quite different type of support that you'll be receiving. These are the reps that can get engineering involved whenever they need to. So, rest assured, you're in good hands here.
And, though I have no doubt that over the years you've run oodles of speed tests, the requested tests will not only help to verify that there is a problem, and how big it is, but they can also give them an idea of what might be causing the problem, as different types of issues can cause different overall test patterns, as well as show different results with the individual tests.
Again, rest assured, this is not the same type of help that you receive on the phone.
Aedan, I ran 5 speed tests with about a half hour inbetween each. Download speeds for each were 11.44 Mbps, 14.56Mbps and 18.32Mbps off of the Chicago server. The other 2 used the Virginia server and were at 12.11 Mbps and 19.56 Mbps. Upload speeds were, for Chicago...1.97, 2.01 and 1.68 Mbps. For Virginia they were 1.97 and 2.21 Mbps. Hope this helps you and maybe assist us in figuring out what the issue is over the past 5 years.
You need to run the tests using Testmy.net, and you need to provide Aedan with the link to your results page. Without that he cannot move forward.
If using the Hughesnet Speedtest, the user doesn't need to report other than they have done the tests.
Yeah, if you are using the Speed Test under support at the top, just let us know when you have done a few tests (might be best to scatter them through out the day, and for a few days, I am sure that Aedan wouldn't mind giving you a few tokens for testing purposes to make up for the data use). The moderators will then have direct access to the test results, however, for the community it's typically prefered to have testmy.net results, but they aren't required if you are doing the Hughesnet test unless specifically asked for.