Multiple Problems (slow speed) (data running out fast)

[AGamer]

We have been using Hughes net for awhile now, it was great at first. Then suddenly problems popped up. Our number one problem even though we have tested our speed on the Hughes net test thing and always get good results, but when testing on other testing sites it shows much different results! We get 5 MB’s Download when we are supposed to get 25! We don’t really care for upload speed because we really don’t use it. Number 2 problem is while ordering the internet we were lied too. The person we spoke too although very nice, said that 10 GBS is perfect for a family of 5 which is what we have. When we were having problems we went onto Hughes nets website only to find that 10GB is recommended for 1-2 PEOPLE!
WHAT! I was angry about this. In fact I still am! Now I play video games another thing I was lied to about was Hughes net had little to no lag on video games but yet on a clear sunny day I have immense amount of lag to the point I cannot play the game. I have called Hughes net again very nice people told me some things I can do to fix it reset my modem disconnect some devices make sure devices are all shut down when not using them I do all of this. No results! I thanked the people for there help and asked for a call back never got one. Another problem I had was we bought 200 dollar google WiFi pods which are supposed to increase the internet range but for someone reason they were using the data and not relaying it! So we got rid of those and called asking why this was happening to get no response on why but just to get rid of them so there goes $200. Wow. Last thing is a short thing I have Hughes bet data meter doesn’t work very well telling you what uses the data. But with out fail every time no matter if we are not using our internet or are it always runs out in the exact same pattern going down at a steady rate for the first day then suddenly it all drops down to 0 yet the bonus zone never does this which is strange. Anyway I’m not to techy with
The internet and I’m not always expecting 25 download but o would like at least it to be a steady 10. I know what I am supposed to be getting and it hasn’t been delivered yet. Phone support is unreliable so I thought I would try here. I have seen that you have shut down other threads for invalid reasons. They have clearly stated you ideas didn’t work yet you always end with “we have provided ideas” so we are shutting down this thread.
I would like this not to be one of those threads. And if I don’t respond instantly don’t be like “thread closed to inactivity”
Not trying to be rude just stating what I know will happen if I don’t say this people have lives they can’t respond instantly all the time.
So please fix this.
Ps I can’t even play the most basic games with Hughes net so I’d like a explanation.
Hope to hear back soon
-AGamer

[GabeU]

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@Madams83 wrote:
I agree with you totally. The sales reos should be realistic and tell people the deal. If atleast getting 10 mbps isnt realistic speeds and most likely will never see that from hughesnet, that should be something people are informed of before getting into a 2 yr contract. I've not gotten 4 mbps upload speeds since I've had this service.

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The thing is, most HughesNet customers do get at least 10Mbps, and more.  Most actually get the speeds advertised for the service they have.  HughesNet can't guarantee this, of course, as there are too many variables in play, but they do generally try to make sure that people are getting at least 60% of the advertised speed of their particular service (legacy, Gen4 or Gen5).  

And, though you might end up seeing a speed of 4Mbps once in blue moon, the upload speed tends to top out at around 3Mbps.  

Regarding your speed issue, I'd recommend starting a new topic in this same section (Tech Support).  That way it won't get lost in the fray.  It will also enable those helping you to concentrate on your issue.  You can do so here... 

https://community.hughesnet.com/t5/forums/postpage/board-id/TechSupport

@On a side note, when replying to a post it would be a good idea to note the person that you are replying to.  It helps to ease any confusion.  You can just type the name, or type the @ symbol and click on the name of the person you're replying to.  🙂  

[maratsade]

"The thing is, most HughesNet customers do get at least 10Mbps, and more. Most actually get the speeds advertised for the service they have. HughesNet can't guarantee this, of course, as there are too many variables in play, but they do generally try to make sure that people are getting at least 60% of the advertised speed of their particular service (legacy, Gen4 or Gen5). "

@GabeU, From what we used to see when the mods posted (back on the old community site) the transcripts of sales calls, often the sales reps DID give the user a realistic picture.  The users often appeared to have forgotten or maybe they were hearing what they wanted to hear. The few times when the sales reps messed up their pitches, they were corrected. Not saying that this is the case for this specific user, but it's happened often enough that it seems to be a trend. 

There's also the false expectation of guarantees on the part of the user.  I wonder if they even research the service before ordering it.   The variability of the speed is clearly stated on the company's website:  "Speeds and uninterrupted use are not guaranteed and may vary based on a variety of factors including: the configuration of your computer, the number of concurrent users, network or Internet congestion, the capabilities and content of the websites you are accessing, network management practices as deemed necessary, and other factors."  

[Jorge]

Hello AGamer, thank you for posting on our community. So we can begin addressing your speed concerns, please create a testmy.net account and run 3-5 tests during different parts of the day. Post your test results link here in your thread. Please keep in mind that HughesNet will only accept testmy.net and the official HughesNet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys. Most important points to remember during this test: -do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used) -use the 12MB size download test file ONLY if on Gen4 Service Plan -use the 25MB size download test file ONLY if on Gen5 Service Plan -If testing upload instead of download, you must use a 4MB size upload test file -space each test at least 5 minutes apart -post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

I am working on getting your sales call reviewed as well, our sales representatives are trained to inform customers that the latency will lead to less than perfect performance on fast paced multiplayer games. I definitely want to make sure that our sales team is properly informing customers.

[Madams83]

Im having the same problem. Actually on speed test today my upload and download speeds are UNDER 1 mbps. Ive not been hooked up even a month. I have the 20 gb package. I told the rep whem i hooked up that we were gamers and specifically asked repeated times if it would run fast enough and was told yes, i wouldn't experience lagging until close to data cap. I've not been able to game once without bein booted off for extremely slow speeds. I called several times. Last call the rep ran a test and my upload speed was at 1 mbps. I was told i would receive a call from a service engineer to resolvr the problem in two days. Still no call. Streaming tv has even been a nightmare. With 1 mbps download and less than that upload speed. Not even been 20 days so my data hasnt even had a cap. If it was an option i would post the screenshot of my speed test. Really been dissapointing. I was even tokd one time that hughhesnet doesnt reccommend live gaming🤔 why wasnt i told that whwn i called for hookup? Or when the technician came and hooked it up? Really hope this is resolved.