Michael's experience with Hughes I'm afraid is a comedy of errors.
His case is one of the few that .... "fell through the cracks" and that was due to a number of things.
Expectations and ... procedures.
Expectations were that his system was going to work ... and that is not too much to ask for.
The question then becomes: "Is this a Hughes problem or is this something on the subscribers end ... or a combination?.
That brings us to procedures.
The normal procedure is to call tier 1 support. That has got to be a tough job. In most cases it is outsourced. To me that means a language problem right from the start. I'm a twice retired Old Duffer machinist. Decades of exposure to high frequency noise has killed my ability to hear well. Talking to someone on the phone is a burden. Toss in a strong accent and it now is "difficult". I know my way around computers very well but I can only imagine the frustration a novice user would have .. poor hearing, accented support of a unfamiliar subject, dropped calls, unreturned calls and last but not least ... The Sacred Script.
I can understand the frustration .... to a point.
Once here in the Community a user needs to understand that "Corporate" level support supersedes tier 1, tier 2, tier 3, Advanced ......
In reference to the above I give you Michael's "Who are we to Believe" topic:
https://community.hughesnet.com/hughesnet/topics/who-are-we-to-believe
It was at this point a matter of "Let the insults and name calling begin".
We were not able to establish that three kings beat a pair. (Corporate vs Tier 1)
We were not able to keep the "conversation" flowing in order ... Top to Bottom .. so that many things were overlooked or misunderstood.
(IE: toggling turbopage)
That still leaves us at what is the Root Of The Problem?
> run a series of speed tests under controlled conditions <
This was a lot harder than it should have been ... to many responses posted in the middle of a topic rather than at the end ... 1,2,3 4 ...
The purpose of course is to determine is the issue is periodic (overloaded beam) or systemic (could be related to poor install (static buildup due to poor grounding?) among many other things.
Collection of baseline data in usable form is key.
In this case we could NOT get Michael to conform to 3 "sets" of 3 to 5 tests in 24 hours over a two or three day period. It just went test after test after test .. in many cases in a size that engineering couldn't use. Wasted time, wasted dated and more frustration.
At times, phone support scares me. In this case someone felt that the issue was user related (OS or Network) hand referred him to HTS.
Not my first choice .. and then to remove Activity Monitor from the OS???????
Oh My!
I still think that because of diminishing data MD's slow speeds of an already "fragile" SP3 system had some basis of activity on his computer.
From a Hughes standpoint if the issue is rooted on the users end .. its on the user .. but we never really got good baseline info.
Engineering, once involved, is not likely to call a subscriber directly. They will make "tweaks" and perhaps make notes or update a Mod if that was the method of escalation but thinks are going to have to be eliminated one by one before they tinker with a users outroute and individual service server.
It is not a fast process and there is not a lot of "feedback". BirdDog had a speed issue a couple of years ago and it took about 6 weeks to get resolved from beginning to end and he knows the "drill" as well as anyone.
It is the nature of a satellite connection to be more fragile that a ground based system .. there are more "moving parts" and the FIX is not as simple as flipping a switch.
The root issue for Michael MAY have been a totally saturated beam to which there is no fix under the current picture.
The fix obviously is to wait out the introduction of Gen5 and that will also take its own timeframe.
This whole thing could have went better than it did but frustration is what it is .. but so are repeated caustic remarks and outright name calling.
Time for this thread to R.I.P,
