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GweRDSKNS's avatar
GweRDSKNS
Freshman
7 years ago

Low and unreliable speeds at any time of day/night on newly installed Gen5

I have had slow/broken internet since installation. Whast is the problem? I have called support numerous times and was promised callbacks but never got any. Here are my speed test results. Can anyone...
Performance
speed
  • Liz's avatar
    Liz
    7 years ago

    It's been a while since we last heard from you, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.

maratsade's avatar
maratsade
Distinguished Professor IV

"Secondly, just so that you are aware, when you submit a complaint to the Better Business Bureau it stops any and all help that you can receive here, or by the phone, for 30 days. "

 

And ironically, the reply the user gets is the same s/he would've gotten here.   People misunderstand how the agency works -- all they do is serve as an intermediary, basically.

GweRDSKNS's avatar
GweRDSKNS
Freshman
7 years ago
  • I am waiting until I hear from someone here who knows how to fix the problem, but what other course do we as customers have when we are not given the product we were sold.
  • I Called support on 6-29-2018 and was told by the rep someone will call me Saturday. On 6-30-2018 at 9:45pm I called HughesNet support at 1-866-347-3292 again (for the 8th time) trying to get someone to fix the speed problem. This is after calling previously and each time being promised (and last night the rep, Blake Gomez "gave his word") someone from advanced engineering will call me at 11:45pm (I asked him again 11:45pm, he stated correct, please answer the phone when they call). I waited until 12:15am and went to bed.
  • I have only gotten one call from "tier 4 support" and on June 16, 2018 the tech worked on it for approximately 30 minutes and said he could not fix it and was referring me to advance engineering, who would give me a call within 7 to 10 days.
  • I waited unti June 26th (the 10th day with no callback) and called to get help. Since then, I have called multiple times, have been told by the rep someone will call me in 24 to 48 hours, and have never received a callback.