Gen 5 extremely slow speeds.....

[frankthetank]

I recently started service with HughesNet and unfortunately it has been a bad experience in general.

The download test shows around 17 mbps down, but it doesn't appear to be accurate. We try to stream cartoons for our daughter mostly and the programs are usually interrupted several times by buffering. In addition the video quality has been poor. Very pixelated.

And while we are watching any programming it is nearly impossible to send out a simple email with no attachments from my laptop. I need to turn off the television in or to connect to my email server.

Additionally, when I send emails with attachments I recently discovered that it is faster to disconnect from the HughesNet Wi-Fi and send the email by tethering my cell phone to the laptop and using my mobile service.

Technical support has been equally frustrating to deal with as the first 2 appointments to check our equipment were "no shows" by the local installer techs. Then tech support had me on the phone last night for 45 mins going over issues I had already previously discussed with them. They then put me on hold for another 20 mins before I needed to end the call so I could make a scheduled call to relatives.

Overall I am extremely disappointed with every aspect of the company.

If I can't get resolution today I intend to cancel the service. Very frustrated with the entire situation.

[Liz]

Hi Frank,

I see it's your first post here, so welcome to the community! I'm sorry to hear this, we can certainly help reach a resolution. I pulled up your account to investigate and I see we've previously addressed the line of sight issue our phone agents caught when you first reached out to us. We can work to address outstanding concerns here if you like.

So we can begin addressing your speed concerns, please create a testmy.net account and run 3-5 tests during different parts of the day. Post your test results link here in your thread. 

Most important points to remember during this test:

-do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)

-use the 25MB size download test file

-space each test at least 5 minutes apart

-post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE

For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

  Your cooperation, patience, and understanding are much appreciated.

[frankthetank]

Here are the results of the tests I've ran given your parameters. Included a couple of upload tests just for laughs.

Download Results

https://testmy.net/db/wxAl68Zi5

https://testmy.net/db/sSi6vgYbI

https://testmy.net/db/zGv34flQs

https://testmy.net/db/EkAH8tWxI

https://testmy.net/db/GDYwMeFrS

https://testmy.net/db/tpVMdkumz

https://testmy.net/db/kJ7dqSxfp

https://testmy.net/db/T10NqJyEf

https://testmy.net/db/k6hn7S5jK

https://testmy.net/db/uQnZf1YsV

Upload Results

https://testmy.net/db/3QveSI0FC

https://testmy.net/db/fltP53DzR

The download links that I highlighted were mostly from late last evening. There were a couple of bursts of adequate speed, but for the most part unacceptable, especially for $75/mo.

[Liz]

Thanks, Frank, I just needed this: https://testmy.net/quickstats/mcirish

I'll send this over to engineering for their insight, as your site diagnostics are showing all fine, and your beam has no reported performance issues. Also, just to be sure, you're not running a VPN while trying to do any of the aforementioned activities?

Your cooperation, patience, and understanding are much appreciated.

[frankthetank]

Sorry. New to all this. And really I think all customers having these issues have and are going way beyond what any customer should be required to do to solve a problem with HughesNet's products and services. It's really ridiculous.

No VPN. Couldn't even dream of that at this point. Just to confirm, when I ran the tests I connected my computer directly to the HN modem with an ethernet cable and made sure all other devices in the house had the wifi diabled.

[GabeU]

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@frankthetank wrote:

Sorry. New to all this. And really I think all customers having these issues have and are going way beyond what any customer should be required to do to solve a problem with HughesNet's products and services. It's really ridiculous.

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Having the customer run tests at their own location helps to not only establish that there is a problem, but it can also help to point to the cause of the problem.  There are numerous things that can cause slow speeds.  It's simply not feasable to send a tech every time a customer has a speed issue.  

[frankthetank]

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@GabeU wrote:

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@frankthetank wrote:

Sorry. New to all this. And really I think all customers having these issues have and are going way beyond what any customer should be required to do to solve a problem with HughesNet's products and services. It's really ridiculous.

---

Having the customer run tests at their own location helps to not only establish that there is a problem, but it can also help to point to the cause of the problem.  There are numerous things that can cause slow speeds.  It's simply not feasable to send a tech every time a customer has a speed issue.  

---

That's is pretty obvious. GabeU, again it's not my equipment or service. And the "customer service" has been some of the worst I've experienced.  And from what I have heard there are at least hundreds (probably thousands) of other customers in the same situation. The techs Hughes has sent out did there job and then said a lot of people are cancelling their service. Not exactly a vote of confidence.

We're going on about 3 weeks now with out even a hint about what the real issues are with my service. Need to hear back about a solution in the next couple of days from someone or I'm just going to drop the service.

[Liz]

Good morning Frank,

Thanks for confirming that no VPN is being used. I ran diagnostics again this morning on your site and now I'm seeing dish alignment alerts. Considering that you just had a tech out there to address alignment on the 11th, I've escalated your case to our installation department here at corporate for their assistance. I want to make sure that we address any dish concerns so that another site visit isn't required in the near future; I'm suggesting we send a different local dealer to your site. I'll let you know once I hear back from installs.

  Your patience and understanding are much appreciated.

[frankthetank]

Liz, thank you very much. That is the first good news I've heard since the service started. It's just very odd, because the tech who came out last time said his report showed everything with the dish and equipment checked out. He texted a pic of the report. Not sure if this helps. He said that he had already forwarded it to tech support.

[C0RR0SIVE]

@frankthetank

Is your dish on a roof?  Wall? Pole?

Any trees or other objects potentially near the line of sight area?

[frankthetank]

Roof mount with an unobstructed line of sight.....hopefully pointed at the satellite.

[C0RR0SIVE]

Willing to bet the roof mount is the issue...

Don't know what @Liz could do, but if it's an older home, or the installer didn't manage to get all three legs secured to 2x4's under the roof then you will have alignment issues come up from time to time.

[frankthetank]

It's a newer home, although I've never been on the roof to look at the mounts. Problem with that notion is that the service has always performed poorly, from the time of the initial install. It has had brief periods where it has performed well at certain times of the day, but is usually short-lived. The upload speeds are a big issue as well. And it has been nearly impossible to send out a lightweight email (no attachements) while streaming a program. I will run a few more speed tests tonight.

[frankthetank]

Liz, still no word from the local dealers. Do you have an idea when they might attempt to call me?

[Liz]

Good morning Frank,

Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

[frankthetank]

Liz, just going to post this on the thread for full transperancy. Not having much luck dealing with customer service over the phone. It's almost as if they don't communicate with you or technical support.

We discussed cancelling the service with them. They said they wanted to run the trouble ticket through engineering now or else they would have to charge us a $400 cancellation fee. Much different than our previous discussion. But they felt strongly that engineering could possibly address the problem. They should be calling within a couple of days. We'll see what happens I guess.

[Shortdog]

I've gone thru the technical end of the slow speeds, and have come up with only one conclusion.
Hughs.net is the slowest, worst internet provider on the market. They don't give a s**t about following up on customer concerns or problems.
But I really must admit, it's been kinda fun reliving the old days of dial-up speeds....... NOT!
I would not ever recommend them to a friend, as a matter of fact, I will do anything and everything legally possible to put a garbage company like this one, out of business.

[GabeU]

@Shortdog

If you'd like help with the issues you're experiencing please start a new topic.  When you do, please have the maturity and respect for others who read and/or use this site by refraining from foul language.  This is a public site.  Please remember that.   

[Liz]

Good morning Frank,

Thanks for posting and for PMing me back, I did see that. If you have other concerns, please don't hesitate to reach out to me.