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Community. Service.

Moderator

Re: Community. Service.

Hello Wudrest,

 

In the first post of this thread you indicated you were going to be "paying out my contract then canceling" the HughesNet service and that you have a new provider. What would you have us do in that case? 

 

Just so we're both on the same page -

 

You had this service installed on March 18, 2017 and the technician had tilted your dish correctly, but our system was expecting the opposite tilt. The agent's supervisor at Install Support provided the technician a provisional sign-off code since the problem was on our side (having to update our installer app). Your system is pointed well, getting appropriate signal and runs at the optimal performance level. 

 

We received our very first (and only) call from you on January 4th, 2018 regarding slow speeds. Our support determined that the actual issue was the download allowance being exceeded.  They noted the devices connect at that time, which were: Hopper 3, 2 iPad Pros, 1 iPhone 6S Plus (with poor wi-fi strength) and another iPhone. 

      -Historically, there is a Hopper 3, Desktop, 2 iPads, 2 iPhones, an Airport Express and something called a DLMacMiainBrain that have been hooked up to the system.

 

 

The agent added 2GB of free token data for the troubleshooting process. While using your iPad, a speed test performed during the call returned at 26.99Mbps down and 2.09Mbps up. The service plan was upgraded to 30GB w/ a 3 month price match offer.


From reviewing your data usage history, I'd approximate the daily download data usage for your account is 1-3GB a day. The majority of detected traffic is for video. 

 

Since there is currently an Airport Express hooked up while your HT2000W Wi-Fi radios are also turned on, there very well may be a frequency interference between the radios. See more about that here: https://support.apple.com/en-us/HT201542

 

If you do decide to change your mind on troubleshooting, we have an established process here on our community which I'd be happy to provide you. A response to your Attorney General letter will be provided within the standard time frame set by your AG, usually 30 business days if you've already sent that out. Our team's response will be essentially what has been provided above. If you've already initiated the cancellation you mentioned in your first post, I will update my notes on your account.

 

Thank you,

Amanda

 

 

Highlighted
Moderator

Re: Community. Service.

Hi Wudrest,

 

It's been a while since we've heard from you, so this thread will be closed. If you would still like to troubleshoot with us, please feel free to create a new topic in our Tech Support category.

 

Thank you,

Amanda