Business Download Speed Has Become Unusable

[John2]

Case number 5700075

Since I transitioned to the Business Plan last year speeds have been pretty good and consistent. Then, had slower than normal speeds for several months, starting in December 2016. Usually averaged 8 to 10 mbps download and .80 upload before December.

Tech came out and replaced modem and radio two weeks ago. Improvement with morning speeds, afternoon and evening speeds went down to kbps speeds.

I’ve called back several times to Business Support and am being told that my case has been escalated. Don’t know what that means but my service is worse now. I had a call from an engineer, Winfrey who said he did a “force association.” He left a voice mail so I did not get to talk to him. He is not in today when I called in.

2-10-17:  Today my max download speed has been 1.4 mbps, sunny day. Tested via testmy.net, with and without the router in the system

I’ve called Support several times and get the same “escalation” reply.

We use this service for my business and we need to send and receive large graphics and video files every day. Could not send files at all today. Forced vacation.

Any ideas? Help!

[Liz]

Good morning John,

Thanks for posting. I was able to locate your account, so I'll check with our enterprise department here with the status of your case. I'll post back once I have an update to share.

Your patience and understanding are much appreciated.

Thanks,
Liz

[John2]

Thank you Liz,

Speeds are up this a.m., 18 and 27!
Hopeful for the p.m.

John

[Liz]

Hi John,

Good to hear speeds improved this morning. I just want to be sure I have the correct account, are you currently using the SME account ending in 372?

-Liz

[John2]

Liz, Yes that account last three is correct. John

[Liz]

Interesting. I'll let the enterprise department know, perhaps they have a different case number system, as I'm unable to locate anything relevant with the 5700075 case number.

-Liz

[John2]

My bad, operator error on number. the complete case number is 57000755. left of the last 5. sorry. John

[John2]

speed update: just now am down to 1.6 mbps.

[Liz]

Thanks, I've updated my inquiry with the 57000755 case number.

-Liz

[John2]

Thank you Liz Lemon! Just tested my current download at 6:23 CST via testmy.net. It's only 277 kbps....

[Liz]

You're very welcome, John.

The latest update I see for you is that someone will reach out to you this morning regarding concerns, and that we will investigate where the breakdown was in handling your case. I do apologize for that, thank you for bringing this to our attention.

Feel free to post here with your updates on this case, and whether you are contacted by phone.

Thanks,
Liz

[John2]

Update:
Winfrey, the Hughes tech/mgr./engineer called and we had a good conversation. He told me all looked good on my system today getting about 17 mbps download speeds at that time (1045 a.m.). I explained to him the main problem in the last couple of months have been the afternoon/evening speeds. He instructed me to call in to the front line if I get into the kbps speeds again and have them test via testmy.net and update my case so he can consult with engineering. He also asked me to be patient while there is a transition underway to the new Jupiter 2 Satellite? He said big changes are coming in March and speeds will increase, larger data plans, better reliability, new modem (ht2000w), etc. Winfrey has scheduled a follow-up call for 2-21-17 at 3:00 PM.

Satellite internet access is amazing technology when it works and I look forward to resuming a more consistent service. Thanks for your efforts within this community to help communicate my concerns.
John

[Liz]

Wonderful, thank you for this update, John! Glad to have helped.

-Liz

[John2]

Weekend blues. Have not been able to get above 1 mbps download, getting mostly around 500 kbps. It's a warm, sunny day here in middle Tennessee.

[Liz]

Uh oh. I'd keep record of your experiences and any troubleshooting you may have tried so you can let Winfrey know during the followup call tomorrow.

-Liz

[stemmy0306]

Good luck John.  We've been on Hughesnet for one year now.  I have a HUGE Excel spreadsheet of every time I've called them regarding the slow download speeds in the evening.  It contains case numbers, name of rep I spoke to, and download speeds and steps they are willing to take to resolve the issue.  It is so frustrating to work all day only to come home to internet speeds in the kbps range.  All they ever do is "escalate" your issue.  I've learned that it is only "Hughesspeak babble" to make you think they are actually doing something.  I finally had one engineer admit that the satellite is incabable of handling all the traffic in the evenings when more people are online. Hopefully the new satellite will resolve this issue but after a year of putting up with their nonsense I'm dubious, at best.  My biggest complaint with this company is that they are charging me $80 per month for their top plan and I am NOT getting what I am paying for.  If I'm paying for 15mbps then I should get at least 1/2 of that consistently.  Sorry to take over your page...I just get so frustrated!

[John2]

Stemmy,
Feel your pain. Been going round and round on download speeds since December. Until that time the Business Plan service had been fairly consistent and reliable. I've been working with one of their engineers recently who is trying to help. Still have very good speeds in the morning then after mid afternoon through the evening download speeds are usually in kbps. He said I need to call back, start a new case, speed tests, escalation, etc. Don't have time to do this so much. Hughes gave me a credit and the engineer asked me to be patient as big improvements are coming in the 2nd quarter. Doesn't do me much good now as we have to transfer large video/graphics files everyday for our business. Good luck. John

[John2]

Case number: 57531800.

3-12-17, 1030 (Winfrey said to start a new case when speeds dipped in to kbps.)

Last two weeks a.m. is good/great with speeds up to 21 mbps download. Afternoon, usually after 3 p.m. CST is  1 or 2 mbps download, dipping to kbps into the evening, usually shut down around 8 pm CST.  Tested with and without router in line, Rebooted Modem & Router, Tech rebooted modem and system refresh. Please call me Winfrey. I've been patient as you requested.

Sunday, 10:40, all in kilobytes

Download: (via testmy.net)

390 kbps

635 kbps

415 kbps

364 kbps

810 kbps

600 kbps

1057 After reboots on modem, router, and computer:

464kbps

579kbps, tech said he’s getting 9mbps (don’t understand this)

249 kbps

521 kbps

Upload:

1 mbps

1.1 mbps

1057 After reboots on modem, router, and computer:

1 mbps

He said equipment checks out. Service call needed? New equipment needed?. Radio and Modem replaced in February.

[Liz]

Hi John,

Thanks for posting, let me get this info over to our enterprise department ASAP. I'll post back if I have any news to share, otherwise I would expect to hear from someone in that department.

[John2]

Hey Liz, Winfrey was supposed to call me yesterday at 3 PM cdt time to discuss/troubleshoot my slow afternoon/evening speeds. He did not call. Might of been out sick? Would you track him down please. As you can see by the attached the afternoon/evening speeds are not very good, still. Hard to do work at that rate. Thanks, John

Thanks, John

[Liz]

Hi John,

I'm sorry to hear this, I'll let the enterprise department know.