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My internet hardly ever works!

New Member

My internet hardly ever works!

I have had this internet since June 2015 and not one single month have I felt like I have gotten my money out of it. I am constantly restarting, calling the service center or chatting online with a rep. The last few people I talked to were very rude and pretty much told me it was my problem. When I first signed up they asked me what I used internet for and I said my 3 biggest things were : Working from home, Netflix and PS4. They acted like it was no issue. I was also never told that there was a data allowance. Are you kidding me?? Why do I pay for this still???

Just annoyed...
26 REPLIES 26
Moderator
Moderator

Re: My internet hardly ever works!

Hi munger1010,

I see it's your first post here, so welcome to the community! We can certainly address your concerns, so thanks for posting. First thing I would like to do is pull your sales call to confirm whether our Fair Access Policy/data allowance was disclosed. 

Regarding your service performance, we'll need more details as to what's happening so we can best work towards a fix. You mentioned you're constantly restarting. Can you please elaborate on that?

I've already run some remote diagnostics on your site, and so far from what I can see, nothing abnormal jumps out. However, I see that perhaps your HughesNet modem is not powered on, so I can't complete the full diagnostics. Please power on the HughesNet modem and let me know once that is done so diagnostics can be complete.

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

New Member

Re: My internet hardly ever works!

Well I didn't turn it off... and it was working yesterday but this morning nothing worked and the lights were on like its powered on. I just constantly "load" everything. nothing works. I pay more than I did for internet at my other house, and it actually worked. So I feel like this is such a rip off. I told my neighbors who I had and they literally laughed at me.

Super frustrated.
New Poster

Re: My internet hardly ever works!

Understandable, let's see what's going on with your modem. As long as the HughesNet modem is plugged into some power, please let me know which LEDs on the modem are lit.

If you type in 192.168.0.1 into your web browser, what status are you seeing? What color is the status light? What status code is on the screen?

Looking forward to your reply.

-Liz
Highlighted
New Member

Re: My internet hardly ever works!

Hey Mordacious! I Haven't unplugged but I have restarted it and shit the power off to it and tried that way. We have it secure, and it shows on my phone that I was connected to it, but nothing worked. so I don't know. Just getting old : /
New Member

Re: My internet hardly ever works!

Hey Liz,

I'm actually at work...where my internet works like a chap. I'll have to check this tomorrow sometime.

Thanks!
New Member

Re: My internet hardly ever works!

my rope is pretty short at this point
New Member

Re: My internet hardly ever works!

This reply was created from a merged topic originally titled Waste of Time.

Just spent almost an hour and a half on the phone with customer service. Which is annoying from the get go because i have never spoke with someone who speaks English. Funny that this is "America's" number 1 choice lol Sorry got side tracked. After over a hour she got my internet to turn on and after we ran multiple speed tests and she put me on hold 100 times, she determined that my speed is below the minimum...again....why am I paying for this??? And i lost an entire percent on my usage meter. great.
Moderator
Moderator

Re: My internet hardly ever works!

Hi munger1010,

I'm looking at your case notes and it looks like the rep had you run some testmy.net speed tests. If we could get a results URL from testmy.net showing unusually slow speeds for your plan, I can certainly escalate your case to our engineers to address your speed concerns. Please ensure your follow these steps to get some results our engineers can review:

https://community.myhughesnet.com/hughesnet/topics/cant-use-the-hughesnet-speedtest-guide-for-testmy...


Most important points:
-do the tests while directly connected to the HughesNet modem
-use the 12MB test file
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/[yourusername]

From the case notes, it's uncertain whether the testmy.net tests were done using the 12 MB file, and we would like to get a results URL so we can track all of your tests and system performance.

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

New Member

Re: My internet hardly ever works!

she had me run the test and i gave her all my notes for it. I don't have the gigabytes to waist to keep doing this. Maybe if my internet didn't already suck............