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Could We Please Get An Explnation Of What Is Wrong?

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Senior

Could We Please Get An Explnation Of What Is Wrong?

Could We Please Get An Explnation Of What Is Wrong?

Could we also get an estimate of how many more months we will have degraded service?

It's been over a month since the announcement/ opology for poor service, and the 3 Gb token gift.

It's been 3+ months since the service slowed on Beam 55 . How long does the announced reallocation take? Is this the root problem?

The new normal is under 500 Mbs Dwn , and occasionally an unusable service some evenings, especially for viewing streaming video.

Could We Please Get An Explnation Of What Is Wrong?

Regards.

Upside Down Cat.png

 

29 REPLIES 29
Junior

Re: Could We Please Get An Explnation Of What Is Wrong?

They won't do anything...at least that's what they've told me. I'm convinced now that their solution lies in the hope that enough people will cancel their service to relieve the overload on the network. But are they still signing people up? The whole situation is one of the worst customer service experiences I've ever had...which is unfortuate because my inital experience with Hughes for serveral years prior to Gen 5 was and excellent one. I can't quite figure out what happened to them.

Senior

Re: Could We Please Get An Explnation Of What Is Wrong?

I hope you're wrong. I also remember great support from the Mods, they seem to be overwhelmed, as the techs appear to be. If it is a satellite problem, we will have to wait for years for a new satellite to replace the damaged one, I hope this is not the case. Something is seriously wrong, as we should of seen an improvement by now.If it is a ground problem, it should of been fixed by now I would think..

The satellite was supposed to be high capasity. If over sales of some beams is the problem, Hughes should stop selling to those beams.A statement from Hughes for the beams affected would be appreciated.


EdV
Sophomore

Re: Could We Please Get An Explnation Of What Is Wrong?

@ecoalex2

I know for a fact they are still selling services on beam 55 and the available plans are still "advertised" as being  "Up to 25 Mbps Download / 3 Mbps Upload Speed".  However, the number of available plans has been reduced to two (10GB & 20GB). 

 

If the problem is out of HN's control, it is my opinion they would have 'fessed up already to relieve some of the anger from the users.  Since they haven't explained the issue or what they are doing to resolve the issue, IMO it is likely the problem is as a result of HN's actions.  If the problem is caused by issues at the gateway/ground stations, I would think the problem would have been resolved by now by increasing infrastructure capacity. 

 

It's possible HN has either oversold the beam capacity or oversold the ground infrastructure capacity.  Either way, HN did it to themselves (or they would be more transparent).

 

I'v heard HN is offering to move some users to Echostar 17, beam 19, which makes me think the beam 55 is over sold. I guess the problem could still be ground infrastructure given ES17/beam 19 uses a different physical gateway.

 

Regards,

EdV

Location: Placerville, CA|Gen5 Beam:55|Gateway:GIL|Router:ASUS AC68U
Freshman

Re: Could We Please Get An Explnation Of What Is Wrong?

Same situation here in the Eastern Sierra of California on Beam 55.

We had better dialup service 15 years ago.

This is disgraceful and fraud.

Everytime we see a Hughesnet ad for 25 and no hard limits; we cringe.

Only choice is to cancel.

 

Senior

Re: Could We Please Get An Explnation Of What Is Wrong?

Gen 5 description -

EchoStar XIX, the world’s highest-capacity broadband satellite, as well as EchoStar XVII currently in orbit.

 

Well it appears they maxed out the bird.

Junior

Re: Could We Please Get An Explnation Of What Is Wrong?


@ecoalex2 wrote:

I hope you're wrong. I also remember great support from the Mods, they seem to be overwhelmed, as the techs appear to be. If it is a satellite problem, we will have to wait for years for a new satellite to replace the damaged one, I hope this is not the case. Something is seriously wrong, as we should of seen an improvement by now.If it is a ground problem, it should of been fixed by now I would think..

The satellite was supposed to be high capasity. If over sales of some beams is the problem, Hughes should stop selling to those beams.A statement from Hughes for the beams affected would be appreciated.



As far as I'm concerned, I have been offered zero support by the mods or anyone associated with Hughes. The only thing I've gotten is some discounts on my bill and repeated pleas for patience. The complaint that I filed with the agency that oversees this kind of stuff simply resulted in a call from Hughes HQ telling me to contact tech support and run more tests....which is pretty much what everyone who comes on here and complains about slow service is asked to do ad nauseum, despite there being a clear problem on Hughes' end. Liz PM'd me a few days ago to tell me "Thank you for your patience while your case was investigated. Engineering has no plans for adjustments or other work on your beam, I'm sorry. I understand this isn't news you want to hear and how frustrating this is." She then goes on to explain how I can call Hughes and cancel if this isn't to my liking. Bear in mind I have been waiting almost four months since my initial complaint, only to finally be told to go screw myself. Kind of what I expected would happen, but totally unacceptable. My belief is that there is no "engineering" division which is doing anything. Hughes is just waiting out the storm while some upset users cancel, others just grin and bear it, and new users continue to be signed up. If they do this long enough eventually it will all balance itself out with a set of users who are OK with mediocre service. If I'm wrong, I would be happy to get set straight by someone from Hughes, but so far they have offered only vague explanations of what's going on and what they plan to do about it. Speaking as an engineer, I know that no company with this many affected customers would continue to employ any engineers that couldn't resolve a situation like this (or at least offer an explanation of what's going on) in a matter of -- at most -- a few weeks. The broken record which says "engineering is working on it" is utter BS.

Associate Professor

Re: Could We Please Get An Explnation Of What Is Wrong?

All I can say is this...  The bird shouldn't be congested less than a lear into it's life cycle, though it is in some areas it sounds like.

I am willing to bet it's not the bird it self being congested, but the frequency spectrum that they are allowed to use... From my understanding, the Geo-Sat players can't use as much spectrum for things now because of LEO coming online very soon who have argued they need the same spectrum.

In essence, we are running out of radio frequencies to use on the planet, and different frequencies offer different amounts of bandwidth.

 

 

All of that aside, I have noticed that our trusty testmy.net isn't trusty anymore, still doing tests when I have time off work to see whats going on, however, it looks like something changed for the worse on testmy.net and its giving very bad results for no reason.

Re: Could We Please Get An Explnation Of What Is Wrong?

@C0RR0SIVE

 

Corrosive, that's an interesting idea about congested frequency spectrum. Nevertheless, that's a known, and it should have been predictable right from the start. I am totally untechnical on how marvels of engineering such as EchoStar 19 work. But it seems to me that all factors would have been known in advance — not only the bird's capacity but also the spectrum available to it.

 

Nothing makes sense to me other than greed on HughestNet's part and more demand for Gen5 than they anticipated (and which they unhesitatingly took advantage of). Please correct me where I'm wrong. But I think this is a business and management problem, not a technical problem.

 

 

Sophomore

Re: Could We Please Get An Explnation Of What Is Wrong?

I agree that HughesNet has some serious problems and that their response has been virtually non-existent.

I have had over six months of poor and deriorating service. The phone tech support has been non-support. The only sense of support I have had has come after discovering this forum. My sense, also, is the the mods and tech people are overwhelmed and have been unable to fix whatever is wrong. Perhaps they have no idea what is wrong.

At long last I have been told that nothing is planned to be  done on my beam (beam 10 on E-17, my location is blacked out from E-19) and that I can cancel without fees and have been given credits to my account. They are still selling on beam 10, although not as agressively.

What is upsetting is that a system that has worked well for a long time (I've been on HughesNet for over 7 years) has in a short period of time degenerated so radically with no acknowledgment from HughesNet. To my mind it is extraordinary stupidity in management. Perhaps it is because there are so few options for those of us in rural areas they believe we will be stuck with whatever they offer.

I wish I could just do something else easily. I could try Excede, but not too many think highly of them. Or I could spend a lot of money to run a cable to the main road over half a mile away for so-so cable with half the download speeds that HughesNet advertises and periodic breaks in service.

Please, if someone at HughesNet management reads what people are saying here, tell us something.