Consistently DISMAL speeds, day, night and weekends - IS THERE A FIX COMING?

[happytexann]

I don't want to be an old HARPY - but nearly 50 days into our HN service and the speeds are dismal - there is no ability to stream. I followed all steps outlined in each thread I've posted. I have had one tech support call and on that day the speed in the middle of the day was 36MPBS so the rep thought I was a little nuts - I AM NOT. It is almost impossible to work on the weekends because I can't stay connected or it buffers and I can't save work to my website and have to go back and re-do it. WHEN IS A FIX COMING - what is the estimated DATE of the fix? BEYOND FRUSTRATED WITH HN.

[JWSC]

We too joined HughesNet maybe six months ago after our local rural ISP went belly up. We were promised greatly improved performance with their new satellite network.

But like you, we blow through our monthly data plan within the first week, incurring expensive plus ups to get through the month. Yes we should get a larger data plan, and if that was all it was I’d be OK with it if not thrilled because of the expense.

But even at the beginning of the month when data speeds are not throttled steaming Netflix at 480p, cause that’s all the bandwidth HughesNet can muster, still presents screen freezes for 1,3,5 minutes at a time. The service is abominable.

HughesNet needs new management and new marketing and customer service leadership to work with customers on setting expectations and plans that don’t piss new customers off. The company will not survive if it continues on it’s current course.

[GabeU]

@JWSC

It appears that your issue, and the OP's, are different.  

For data management, please see the following threads...

https://community.hughesnet.com/t5/Tech-Support/Understanding-data-usage-data-loss-and-connection-pa...

https://community.hughesnet.com/t5/Tech-Support/HughesNet-Data-Management-Tips-n-Tricks-How-To-Elimi...

For issues with buffering, please try pausing (Snooze), or turning off, the Video Data Saver to see if it makes any difference.  

[Songbird_62]

I filed a complaint with the Federal Communications Commission. Tired of agents hanging up on me and a total lack of assistance from anyone at Hughes.  I'm paying for a service I'm not receiving.

[Songbird_62]

OBVIOUS prime-time throttling. NIGHTLY. 

In order:  9:50 a.m., 4:15 p.m., 6:05 p.m., 7:35 p.m. today (2/19/18).  What's corporate's response to this daily occurrence?  Surely it's not the "weather".

[GabeU]

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@Songbird_62 wrote:

What's corporate's response to this daily occurrence?  Surely it's not the "weather".

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If you would like help with your issue, please start a new topic, which you can do here.... https://community.hughesnet.com/t5/forums/postpage/board-id/TechSupport 

[Songbird_62]

I'm having the exact same issue. Every time I call Tech Support about the problem, I'm told it's "a weather issue" in the place the signal is coming from.  Really? Over weeks and weeks?  And doesn't the signal come from a SATELLITE, in space, to my dish, in my front yard, which is NOT having a weather issue?

Rubbing salt in the wound is the constant nastiness from phone reps.  They don't want to hear what the problem is, and even if they do listen, they have NO answer.  Called for the third time tonight and the lady I was speaking to hung up on me.  When I called back and requested to speak to a supervisor, I was put on hold for over 30 minutes. I finally gave up.  Ready to find a new service.  Obviously they just want to string us along and not provide the services we're PAYING FOR.  Sounds like a class-action coming up.

[GabeU]

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@Songbird_62 wrote:

 And doesn't the signal come from a SATELLITE, in space, to my dish, in my front yard, which is NOT having a weather issue?

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Sort of.  The satellite is, for lack of a better term, and in the most basic sense, a very sophisticated mirror.  The signal goes from your dish to the satellite, then down to the gateway, which could be anywhere in the country, then on to the net, and everything in reverse back to your dish.  The gateway is your actual entrance to the internet, and though not as sensitive as your own location, it is susceptible to interference due to inclement weather.  

My reply isn't concerning your issues, nor if the reason they gave for your issues is really true, but only concerning how satellite internet is transmitted.  

[Songbird_62]

I understand your response.

I'm tired of being hung up on by Hughes Net agents. When I ask for a supervisor I'm put on hold for 30 minutes and ultimately disconnected.  Obviously nobody at Hughes cares or wants to provide the service I am paying for. Speed tests run at various times of the day show the reality.

This morning I filed a complaint with the Fed Communications Commission, and hope more of your customers will do the same.

[happytexann]

@GabeU - here's what I'm getting. Throttled and I purchased 5GB of data tokens after I used up the ones @Liz added for me a while back - but I need more data, absolutely HATE paying for them... And, @Liz was supposed to have a techinical support engineer contact me - that has not happened, @Liz could you elevate my ticket and have them call after 4PM CST when my speeds are hitting the bottom?

[Gwalk900]

After you purchase a token you have to "move" it to your token bucket before  it can be used.

[happytexann]

Here is what it says in my 'status meter' status page and below is what is shown in the account page meter, @Gwalk900 can you tell me which is correct? 

[happytexann]

And @Gwalk900 - can you tell me HOW to move it? I couldn't find any instructions to do that, I just purchased from my usage meter as instructed..

[GabeU]

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@happytexann wrote:

And @Gwalk900 - can you tell me HOW to move it? I couldn't find any instructions to do that, I just purchased from my usage meter as instructed..

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As mentioned on your other thread, something is going goofy with your tokens, as they definitely are banked (moved) and being used, as is shown in your Usage Meter, but not on your Usage page.   Nor are you being released from FAP.  It makes ZERO sense.  Hopefully the reps answer soon on your original thread.  

[Songbird_62]

Jezra - it is a place to start. Yes there are other places to make complaints. The more the merrier. I would also suggest social media.

"Aside from that government agency being anti-consumer and pro-ISP, they are the wrong agency to file a complaint with. You would be better off filing with the state and federal agencies that handle false advertising claims. "