Internet issue

[Darryl93]

Been with the company for years honestly never had a issue all of a sudden 12 days ago it decided to stop working at times its now painfully slow even with my data cap being newly reset i only use it for xbox updates and netflix and for my job my rage is growing because im going to lose my job if this isnt resolved i called support 4 time to be told theres no issue if i can do any updates what soever theres a huge problem any help would be appreciated

[Liz]

Hi Darryl93,

I see it's your first post here, so welcome to the community! I've already started looking into this for you and have escalated your case. My diagnostics are showing that you're currently subject to the Fair Access Policy. When does your data usually reset?

  Your cooperation, patience, and understanding are much appreciated.

Thanks,

Liz

[Darryl93]

On the 1st of the month i recently upgraded my plan after my 4th phonecall which was yesterday as i was told that the Fap policy was the reason but like i said ive had the service for along time ive had my family over and there kids have drained our allowance and even in fap i was able to email my work documents with no issue now thats next to impossible ive gotten lucky after the calls and had some emails send but lately nothing even after the plan switch and 20 gigs of my allowance being availible it still will not work ive reset the modem twice checked all the cords and went to testmy.net to moniter my internet speed its 98% less then the host speed and i constantly get the message to call my isp when i surf the browser on any device

[Liz]

Hi Darryl93,

Thank you for the details. Our engineers are currently looking into your site, once I have an update for you I'll post back. I know you mentioned that performance has been unusually slower when subject to the Fair Access Policy, but in any case, while engineering investigates, I've sent you complimentary tokens if you want to keep trying. You may receive an e-mailed order confirmation for the free tokens.

  Your patience and understanding are much appreciated.

Thanks,

Liz

[Darryl93]

I appreciate this so much i hope they you a promotion you deserve it ill sit tight and wait for your post thanks agian

[Darryl93]

My service went down last night couldnt use it at all for my pc updates i now cant use my pc and am close to ending my contract any one who has this service please use caution this company cheated me out of 60 bucks i upgraded my plan because customer service told me FAP was the reason my internet wasnt working if i lose my job behind this i will be suing the company not paying for service i cant use

[maratsade]

" i will be suing the company"

Please be aware that dispute resolution with the company is via binding arbitration. The procedure is explained in the contract, which you can access here.  Section 5.1.

[Darryl93]

Im well aware if your not going to help the situation then with all due respect mind your business you dont have kids who cant do their homework because of poor or no service its all principle

[maratsade]

I was helping the situation by telling you that you can't sue, which is what you said you'd do.  If you have a gripe with the company, you can initiate procedures, but only through binding arbitration. 

You have no idea whether I have kids or not. 

[Darryl93]

Your reading comprehension needs work i never said that i said you don't have kids who cannot do their homework im getting phonecall after phonecall because they aren't doing assigned homework and i have no patience for smart alec people and as i said before im well aware of my options i don't need you to tell me that until you know my position and understand my rage you can kindly take a hike

[maratsade]

You wrote

"you dont have kids who cant do their homework because of poor or no service its all principle"

You have no idea whether I have kids who can't do their homework.  Maybe I do.

Best of luck to you, and God bless. 

[Darryl93]

Been having issues that werent addressed can someone please explain what beam overload is and if my situation will continue i was getting 1.5 mbs in FAP now its 200/400 kbs with latency above 2000 why? Is there a issue im unaware of

[GabeU]

@Darryl93 

Beam "overload", which is a subjective term, is when the spot beam you're on has more active users on it than it can handle without a slowdown.  Think a road designed for 5,000 cars per hour having 10,000 cars per hour trying to drive down it.  Things slow down.  

Numerous things can affect speed, including system load, problems with upstream providers, and even bad weather at your location or the gateway location.  Prime time increases in usage also tend to affect speed.  With a latency spike above 2000, it may point to a problem with an upstream provider somewhere.  

If it continues, the reps can likely take a look at your HughesNet equipment, remotely, to see if anything is amiss.   They're on M-F from approximately 9AM to 6PM EST.  If it does continue, I'd reply about the problem so they know and can take a look.

[Darryl93]

I called them 4 times they tell me my systems fine but i cant use my service how would i fix this or if i half to wait how longs the wait

[maratsade]

The HN reps on this site will be back Monday; you will need to wait until then. 

[Darryl93]

Will there be someone coming out to check it out and will this cost money?

[GabeU]

@Darryl93 

The reps will determine whether a tech visit is needed, and if so, whether it will cost anything.  They will first troubleshoot remotely, however, to see what may be amiss.  

[Darryl93]

Ok will i be able to make contact via this post or will i half to call agian please tell me i dont half to call agian

[maratsade]

They will respond to you on this thread. Check this thread every day to see if they have responded. 

Darryl93 wrote:
Ok will i be able to make contact via this post or will i half to call agian please tell me i dont half to call agian

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[Liz]

Good morning Darryl93,

I merged your new thread into this original one as we're still currently investigating your case. No need to create new threads for the same concern. Once I have any updates for you I will post back here.

  Your cooperation, patience, and understanding are much appreciated.

Thank you.

-Liz

[Liz]

Hi Darryl93,

I appreciate your patience while my engineer is investigating your case. He's still digging for information, so when I have any news to share with you, I'll post back in this thread.

Which update(s) were you trying to download a couple weeks ago or so?

Your cooperation, patience, and understanding are much appreciated.

Thanks,

Liz