Forum Discussion

kf4ipc's avatar
kf4ipc
Sophomore
6 years ago

Buffering Slow Internet and E-mail times out

I have been having issues with Hughes net since I had it installed in December of 2018. Slow Internet, Facebook will partially load then the pictures and videos will start loading one by one and you ...
buffering
Performance
slow
unhappy
  • Damian's avatar
    Damian
    6 years ago

    kf4ipc,

     

    Thank you for bringing this to my attention. If you are willing to try HTS again, please call 866-347-3292 and provide them with the updated case number I just messaged you, as I have now updated the case notes to ensure the call will be free of charge next time. I do apologize for any inconvenience this may have caused. Also, I see you had mentioned termination earlier. If this is the step you would like to take instead, I can assist you with the process. Please private message me if this is your decision.

     

    -Damian

kf4ipc's avatar
kf4ipc
Sophomore

Called Hughes net and gave them my case # they had me on the phone for 2 hours with tech support before fianly transfering me to Home Tech Support and they want $200 to remote connect into my devices to optimize them. I told them that my devices work fine when they are not connected to Hughes Net and I am not going to pay $200 for someone to connect into my computer. My laptop is fast when it is conected to the towns hot spot or the wifi at my work. What now? I am tired slow to no internet and dealing with Hughes Net because I feel like I am getting the run around. 

kf4ipc's avatar
kf4ipc
Sophomore
6 years ago

Paid for another month of worthless Internet and still have not heard anything back from the mods that are supposed to be working on my case. My bill gets paid every month and I still can't use Hughes net reliably and It's been like this since I got it in December of 2018. I called Hughes net over a week ago and gave them my case # and they had me on the phone for 2 hours with tech support burning up my data having me run speedtests over and over before finally transferring me to Home Tech Support and then they wanted to charge me almost $200 to remote connect into my devices to optimize them. I was told I wouldn't be charged for that service? I have used a total of 4.7gb of data since 4/19 when my data renewed and 3.3 gigs of that was troubleshooting with tech support. It is imposable to stream you tube or any other streaming service and email will time out several times before I receive all of it and then I have to go through it and delete all the duplicate messages. I want to know how much will it cost me to terminate this service? I am done with not having reliable Internet and if I have to go into town to connect to the Internet everyday then I shouldn't have to pay for something I am unable to use. 

  • MarkJFine's avatar
    MarkJFine
    Professor
    6 years ago

    Think it would also help to stick to only one topic thread as it tends to get confusing when a mod or admin has to look in two places, especially if there's a lot of people to respond to.

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

    Maybe the  mods could consolidate the threads?  It does make the whole process more organised. 

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

    "I want to know how much will it cost me to terminate this service? "

     

    $400 for the first 90 days.   After that, it drops by $15 a month ($385, $370, etc.)

  • kf4ipc's avatar
    kf4ipc
    Sophomore
    6 years ago
    maratsade wrote:

    "I want to know how much will it cost me to terminate this service? "

     

    $400 for the first 90 days.   After that, it drops by $15 a month ($385, $370, etc.)

    I shouldn't have to pay anything since my Internet hasn't been unable since it was installed.

    I'm having to use the hot spot in town just to be able to send this and check my e-mail.

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

    If they run diagnostics on their end and on your end and find nothing wrong, it may be said they've done their due diligence, so you may be found liable for contract termination. They have also asked you to take further steps on your end and you have declined, so that is also a strike against you. 

     

    It seems the troubleshooting may be stalled since you did not wish to work with Home Tech Support. The Hughesnet people investigated your issue extensively and found no speed problems on their end or on your end, so they need you to do more work on your end to determine what may be causing the problems you see -- may be latency, perhaps, or something else. Ball's in your court now, and until you do what you asked you to do, they will likely not continue to investigate the issue, but you could always send a private message to Damian and ask for an update.

     

    kf4ipc wrote:

     

    $400 for the first 90 days.   After that, it drops by $15 a month ($385, $370, etc.)

    I shouldn't have to pay anything since my Internet hasn't been unable since it was installed.

    I'm having to use the hot spot in town just to be able to send this and check my e-mail.

     

  • kf4ipc's avatar
    kf4ipc
    Sophomore
    6 years ago
    maratsade wrote:

    If they run diagnostics on their end and on your end and find nothing wrong, it may be said they've done their due diligence, so you may be found liable for contract termination. They have also asked you to take further steps on your end and you have declined, so that is also a strike against you. 

     

    It seems the troubleshooting may be stalled since you did not wish to work with Home Tech Support. The Hughesnet people investigated your issue extensively and found no speed problems on their end or on your end, so they need you to do more work on your end to determine what may be causing the problems you see -- may be latency, perhaps, or something else. Ball's in your court now, and until you do what you asked you to do, they will likely not continue to investigate the issue, but you could always send a private message to Damian and ask for an update.

     

    kf4ipc wrote:

     

    $400 for the first 90 days.   After that, it drops by $15 a month ($385, $370, etc.)

    I shouldn't have to pay anything since my Internet hasn't been unable since it was installed.

    I'm having to use the hot spot in town just to be able to send this and check my e-mail.

     

    why should I have to pay almost $200 to HTS when I was told it would be free and everytime I call tech support I always get told something different.

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    6 years ago

    kf4ipc 

     

    I was hoping Damian would reply, as I was under the impression that the Home Tech Support service was supposed to be free of charge for troubleshooting this issue, and $200 is definitely not free of charge.  :(

  • kf4ipc's avatar
    kf4ipc
    Sophomore
    6 years ago

    I guess my previous topic "Buffering Slow Internet and E-mail times out" has been locked or something since I can't post to it. I haven't had usable Internet for over 3 weeks and today I have Internet and so far it is fast like it is supposed to be, What happened? Nothing has changed on my end. I have been pulling my hair out since December with slow Internet, pages not loading and not being able to get my e-mail and having to go find wireless in town to get my e-mail and every test I did said the download speed was always above 20 Mbps but it acted like dial up. I guess i'll see how long this lasts before it goes out again. 

  • Damian's avatar
    Damian
    Moderator
    6 years ago

    kf4ipc,

     

    This thread was initially closed since there was no response to the private message I had sent you. I have now merged your current post and re-opened your last thread to keep things consolidated. I am glad to hear your service appears to be faster now. Nothing has changed on our side either, as your modems speeds have remained in the same range, acording to our diagnostics, since May.  Please let me know if you ever experience a slow down again and I will continue the troubleshooting process.     

     

    -Damian