Hughes net service does not work

[joekirk2275]

Service is not what we told it would be initially. My mother in law set this up and I am an authorized user as the service is in my home. She was told there was no contract we would be able to stream Netflix and other like services regardless of data usage. So for example if we used our data for the month we could still watch Netflix, amazon prime ect.... NOT TRUE! We can watch about two hours of Netflix a month that's it! Then nothing works. We have to use our phone data to pay our bills and do everything we need to do. If someone is reading this considering taking this service DONT it is horrible they will lie to lock you in then you have to pay for a useless service. We have to go to town to mc Donald's just to pay our bills. This is ridiculous. And when you bring it up to them they say well you can pay 40 more dollars and get 2 gigs more of data. Where's the data I was promised in the beginning? And when I call they keep telling me I have three tokens to use I have no idea what a token is but they won't put them in for me they tell me to go online to do it. Guess what I can't go online cause the service doesn't work. Absolutely no help. And we just now found out we were in a contract and we have had the service for about six months now. Steer clear of this service. It is a joke! And not a funny one either!!!!!!

[GabeU]

If you post either a prior case number or the serial number located on a sticker on the back or bottom of the modem, the reps can pull the sales call and listen to what the rep said.  DO NOT POST your account number (SAN), your email address, your phone number or any other personal info.  Only a prior case number or the modem serial number. 

As for the usage, there are a few different ways to watch your usage so you don't run out.  You can see it when signing in to http://my.hughesnet.com/.  The Hughesnet Status Meter can also be downloaded from the same page.  And you can see the usage on the System Control Center at http://192.168.0.1/. 

[El Dorado Netwo]

My mother in law set this up and I am an authorized user as the service is in my home. She was told there was no contract we would be able to stream Netflix and other like services regardless of data usage. 

If your mother in law ordered HughesNet through a national sales agent, one of the Moderators here may be able to review a recording of your sales call to confirm the agent mis represented the service.

And when I call they keep telling me I have three tokens to use I have no idea what a token is but they won't put them in for me they tell me to go online to do it. Guess what I can't go online cause the service doesn't work. 

A "token" is just a chunk of data that will put a little gas in the tank and restore your speeds.Think of it like a three-gallon can of gas to get you off the side of the road. Someone on the Tech Support line should be able to log into your account for you, apply a token, and get you restarted. Call again, and this time ask for an all-important Case Number.

Once that's done, go to http://My.HughesNet.com to register and log into your online account. Then you can manage this yourself. Also, be sure to download and install the free HughesNet Status Meter (in the Tools Section). Then you'll be able to apply a data token yourself, whenever you need it.

We can watch about two hours of Netflix a month that's it! Then nothing works.

and

This is ridiculous. And when you bring it up to them they say well you can pay 40 more dollars and get 2 gigs more of data. 

It reads like you have the minimal plan with 5 GB of daytime data if you're only getting two hours of Netflix per month. For $10/mo. more, you should be able to double that to 10GB/mo. of data.

And we just now found out we were in a contract and we have had the service for about six months now.

The 2-year contract should have been explicitly explained to you during the sales call. Again, let's hope there's a recording of the sales call so that some cube-farm sales jockey can be held accountable.

[toxicblonde]

They lied to my parents too. They said 5mb is enough for a family of 5 to watch Netflix, YouTube and Roblox, I don't hardly think so. So we had to keep going up until their highest package of 20mb and my kids still burned through it watching YouTube and playing on Roblox. I was better off with Exede. As soon as a better option becomes available out here, I'm canceling. Dealing with a very unfriendly customer service rep last night was the last straw.

[GabeU]

Also, with regard to Netflix, streaming in HD uses up to 3GB per hour, SD about 700MB per hour and LD about 300MB per hour.  Streaming in HD isn't really a great idea with a capped service as you will use up your data in no time.  You can adjust the definition at under your account at Netflix. 

https://help.netflix.com/en/node/87

[BirdDog]

Think you meant 5 GB not MB. Would think if you had Exede before you'd know how much streaming video uses, especially HD which is pretty much not doable if want to make monthly allowance last more than a few days.

[Liz]

Good morning joekirk2275,

Welcome and thanks for posting. I've pulled up your account and requested a sales call review to address your concerns.

Regarding your service concerns, looks like you're currently subject to our Fair Access Policy, which would explain why things are loading very slowly for you, or seems like the service doesn't work. Your diagnostics indicate that all works fine, except for being subject to the policy.

I also see the three tokens in your account. Here's how to use them:

How to Use Tokens in
Your Support Center

1.      
Visit your Support Center here: http://supportcenter.myhughesnet.com



 

2.      
Click the “Sign In” tab to visit your sign in
screen.



 

3.      
Enter your HughesNet user ID and password, then
click the “Sign In” button to sign in.



 

4.      
Click “Token Management”.



 

5.      Click “Use” to use an available token.



I'll post back once I get an update on your sales call review.

Thanks,
Liz

[Liz]

Hi joekirk2275,

I got a quick turnaround on that sales call review for you. On the sales call, the sales agent did disclose that the HughesNet service comes with a 24 month agreement. The agent also confirmed that there is a data allowance when asked about the existence of one.

As I mentioned before, you're subject to the Fair Access Policy now, so to resume browsing at regular speeds, you may use one of your available free tokens; just follow the steps above to do so.

Here's some additional tips to help you manage your data allowance.

Keep in mind there are countless factors that can use your data:

- more devices are capable of connecting to the internet: phones, tablets, gaming consoles, SmartTVs, and even refrigerators can connect wirelessly to the internet. Keep track of what devices you leave running on Wi-Fi.

- automatic-updates: your computer and any other programs you use will often keep working in the background, even if you're not actively using that program, in order to keep your system/program up-to-date. Anti-virus programs will periodically use your internet connection to check back with their malware database for any updates. You should have an option to turn off auto-updates and/or schedule them for a later time.

- multimedia content: Netflix, Hulu, YouTube, Facebook, Tumblr, Instagram, news sites, and other websites will contain videos, animated gifs, and sound clips that may start playing as soon as you land on the site. So much content, so easily available almost everywhere on the internet. For starters, try disabling auto-play video on Facebook:
https://community.myhughesnet.com/hughesnet/topics/how_to_disable_autoplay_videos_on_facebook
or adjusting your Netflix playback quality to SD: https://help.netflix.com/en/node/87

-DirecTV On Demand or the Dish Hopper can use A LOT of data, you may want to disconnect it when not in use.

- more data sources can be found here, as posted by a fellow community member: https://community.myhughesnet.com/hughesnet/topics/data-usage-sources-common-and-not-so-common

The most important tool to download is the Status Meter, available in the Customer Support Center, so download that if you haven’t already: supportcenter.myhughesnet.com

Thanks,
Liz