How do I contact corporate?

[septembershubby]

Tonight I logged two hours speaking with a tech and two supervisors about my slow internet. The first two people I spoke to stonewalled me and said slow internet is normal and they don't reccomend streaming video with Hughesnet service. I asked how to contact corporate and the supervisor told me to write them a letter. I still have slow internet but the issue has been escalated. I would still like to speak to someone with authority at corporate.

[C0RR0SIVE]

Welcome to the community, septembershubby.

Do you happen to have a case number from that call? Slow internet shouldn't be an issue unless you are having serious issues, and they shouldn't have stated that it's not recommended to view streaming video, as such a thing can be done on Hughesnet provided you have enough data allowance for it remaining and don't try to frequently stream in HD.

First thing first, do you have plenty of data allowance remaining?  You can check your remaining monthly allowance at http://192.168.0.1 

Second, can you please follow the steps outlined here if you do have data allowance remaining: http://customer.kb.hughesnet.com/Pages/7001.aspx

Once you perform a few tests at the link, please share your results URL with us.

As for contacting Corporate, this forum is monitored by Corporate Service Reps Monday through Friday during normal business hours, they will appear as "Official Rep" by their name when they post.  One of them will reply to this thread in the next 1 to 2 business days.

[Liz]

Good morning septembershubby,

Thanks for posting, looks like C0RR0SIVE already beat me to the punch with all the things I planned to say. 🙂

I pulled up your account and ran diagnostics--your HughesNet equipment appears to be working fine. I do see that at the moment, your LAN cable is disconnected from the HughesNet modem. 

We do have a close relationship to the engineers here at corporate, so I can escalate your case directly to them for their assistance. 

To get started, please follow the steps here to set up a testmy.net account and run speed tests so that we get a proper evaluation of your system performance. These are different from the speed tests you ran on the phone with our reps, but these testmy.net tests are required for our corporate engineers: http://customer.kb.hughesnet.com/Pages/7001.aspx

Most important points:
-do the tests while directly connected to the HughesNet modem
-use the 12MB test file
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/[yourusername]

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

[septembershubby]

Hi Liz. Nothing is disconnected from my modem. I don't understand why a test would show that the LAN is disconnected. I seem to be having this problem between 7pm and 11pm eastern time each night, with service, including speed test working properly at other times. Thanks.

[Gwalk900]

Your modem is going to throw a 13.1.1 error code if the modem is powered up by nothing is detected as being plugged into the Modems LAN port.
This should also be confirmed by the modems top exterior LED being dark.
This could also happen if you remove power from your router so tat the routers MAC address is no longer present.

[Liz]

Hmm, around 9:45 AM the diagnostics indicated that the LAN cable was disconnected. Right now, the diagnostics are showing everything clear across the board. You may want to ensure that each end of the LAN cable is secured in its port, and that the cable itself doesn't have any kinks or cuts in it.

So if you're seeing slow speeds often between 7-11pm, then I suggest running a set of testmy.net speed tests during that time period so we can see what speeds you're getting. 

Most important points:
-do the tests while directly connected to the HughesNet modem
-use the 12MB test file
-space each test at least 5 minutes apart (3-5 tests will be fine)
-post your results URL here, it may look something like http://testmy.net/quickstats/[yourusername]

Thanks,
Liz

[Tejas]

Your answers, for the layman, are obfuscation. Do you have any competition in satellite internet?, I'd love to hear another, simple, answer to a simple problem, why am I paying more for living rural and getting such **bleep**ty service. I've seen great changes in technology and soon, I will find another provider and leave Hughes forever.