I have run multiple speed tests. My service completely went out on the night of August 15th, called into HughesNet on the Morning of August 16 (Case# 131748882) to get tech support. He tells me after doing 30 minutes or so of tests that my transmitter has gone out on the Satellite dish on my roof, which they own. He set up with an appointment for repair technician to come out at their first available appointment on August 20th between 2 and 5 PM. This is after being told I would have to pay 125 dollars for the visit unless I signed up for their Express Repair add on package for an additional 10 dollars a month but they would waive the first months fee and the 125 dollars this one time only. I agreed despite the fact that all the equipment is on a $14.99 lease which is on the bill each month. So I have would have to pay $125.00 to fix equipment which they own as i'm only leasing from them if. I can only assume they want it all the equipement returned if I am no longer a customer.
Sorry I got sidetracked, I took the afternoon off work and waited on Thursday August 20th and waited. By 5:15 PM with no one showing up and no one calling me, I called back into HughesNet tech support. This time I was given the phone number for the 3rd Party Company (P.T. Satellite, Inc) and was directed to call them myself because the HughesNet representative told me if he called they would put him on hold for 15 minutes and he had other customers who needed his attention. Accepting this out of pure frustration, I called and the company was of course closed and their automated system just transferred the call back to HughesNet. I was able to speak to another HughesNet tech support rep who called the number herself and came back to confirm they were indeed closed and asked me to call them in the morning, she appolgized and credited my account with $5.71 for my trouble (Case# 131892179). I called P.T. Satellites - the third party install/repair company on the morning of Friday, August 21st and was informed they don't know why no one showed up the day before, but they would have someone at my house on Saturday August 22nd between 11am and 2pm, and it would be closer to 11AM they will call 30 minutes prior to arrival.
Saturday morning I call P.T. Satellites to comfirm my appointment, "Yes" they said, "a technician is coming today, however they are running a bit late." At 2:30 PM with no phone call and no technician showing up, I again call P.T. Satellite and get put on hold, hung up on, then transferred to HughesNet by the automated system on my third attempt to reach them. I had this wonderful man Luis R. answer at HughesNet Tech Support (Case# 131942984) who spent at least an hour trying to help me reach the Technician, he was able to get through to P.T. Satellite and experienced the same as I did, however on his final call (after his holding on the line over 10 minutes he told me), he was able to three way our conversation. The dispatcher at P.T. Satellite, Inc said the technician was in a very bad car accident and hurt his leg. They have no one in my area to come today. They scheduled a third appointment for Monday August 24th between 11AM and 2PM. Thankfully the technician called me on Sunday evening to let me know he would be coming on Monday and asked if it were ok if he came a bit early. Of course i said yes and he did arrive a few minutes after 9 AM on Monday 24th. He found what he said was a faulty ground wire up on the dish itself - He said, "the transmitter is fine, allignment is fine, it was just a bad wire." He was gone within the hour. Now I'm back to slow internet, but at least I have service. I have done several more speed tests and consistently get download speeds of 7.7 and below. https://testmy.net/quickstats/richard-james93518
Where do I go from here? I have had no response on this community discussion board and have followed all the rules posting the link to my results. Also is it customary to charge for repair service to rented equipment?
