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No Return Call From Tech Support or anyone! Tired of being ignored!

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jdayton1
Sophomore

No Return Call From Tech Support or anyone! Tired of being ignored!

Post have returned.

 

No Return Call From Tech Support. Long Post. Tired of being ignored! (original post was removed)

So my post was removed. Here it is again. Why remove my post without any information? There are no lies, only the truth of how I am being treated. I did not even finish it as I am tired of the problem.

 

So after having problems with my gen4 for many years, and then upgrading to Gen5 I felt like I finally real internet again. The internet was always fast morning, noon and night.

 

The only problem I had was that after a few months I was getting randomly disconnected from my online game. I tried everything and worked with the game company support team and finally they recommended I try a VPN.

I was asked in the previous post what game it was. It is Black Desert Online. I had no issues staying connected on Gen4 or the first when I first got Gen5. It happened a few weeks again, and I had a ticket opened for this. I had been playing this game since September without needing a VPN. So for the the three or four weeks.

Low and behold I was never disconnected while using the VPN. Of course when I turned off the VPN or did not use I was disconnected. So after some months hughesnet decided I shouldn't be playing a game I guess. So I'm suppose to hid it like I'm a child behind a VPN. I did have an open ticket on this, which took a while for anyone to call me back from Tier 4 tech support. But I missed the call, and then I lost my satellite to a car accident on the same day. 

 

Sorry for that. Just a heads up of what I am still dealing with along with my new issues.

 

So onward to the problems I have now, which is reminiscent of my final Gen4 days. So I called on the day the Satellite was taken out to schedule someone to come out and fix it and it took 5 or 6 six days. I can understand that with all the new upgrades you all were getting. Heck, I even started to recommend hughesnet for the first time since I had it in the last 6 years.

 

So my installer got here (June 20th) and moved the satellite onto a tree, took about 10 minutes to get the sat in position. He then had some issues, he changed something from a right to left (or left to right, cannot remember exactly) and had to call tech support to make a new install now. He went in the house and finished setting everything up, and came out and told me he was done and left my computer on yahoo. So I gave him a tip and thanked him, and on his way he went.

 

So I go on the internet once he leaves and realize it is slower. I figured I give it some time and try later. I tried later and still bad. I called and spoke to tech support, and was told someone would have to call me back. No one called by the next day. also did a email and chat support with the next couple days. Same response.

 

Still after numerous call, emails, chats no one has called back. My speeds decrease as the day goes on. I think it probably had something to do with the changed the tech made. But I cannot be sure as I don't work for Hughesnet and no one calls back.

 

So it is July 2nd right now and 12 days after the satellite was reinstalled and no help from anyone. I am extremely upset, they want me to pay for my service call that made this happen, and just credit me days?

 

I have to pay a VPN $10 a month to play an online game also. Ridiculous! If I didn't tip the tech that would have paid for 2 months of it.

 

Some speeds I tested and just gave up, and don't bother using the internet in the night.

 I am using the HT2000W, there is no other router involved as it already supplied by Hughesnet.

From Testmy.net:

 

6-28:  8:50pm 1.6mbs down, 130kbs up

6-29:  9:57pm 2.3mbs down, 0.13kbs up

6-29: 2.5mbs down, 254kbs up

 

 

Tickets:

  • 104517806
  • 104517911
  • 104584077
  • 104585361
  • 104689068

 

There were more contact without updated tickets.

 

I could write more, but I am Tired and Frustrated with this.

 

added here, lets see if its gone soon.

 

98 REPLIES 98

Hi jdayton1, 

 

Thanks for the update. I've credited your account for a month of service for the trouble. Let us know how the site visit goes and if you still have service performance concerns afterwards, we can troubleshoot here in the community.

 

 

 

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Had my install on friday and saturday. I tested it and had same results. Installer said everything was good on his side. But you guessed it the same thing even after replacing all the parts including new modem, the results are below.

s1.PNGs2.PNG

as you can see I post screenshots of speeds from after the tech finished on saturday.  Thet are good at around 4 am till a little later. Then you see that it just degrades to crap. This has taken me from the 20th, and another installer with the same results. This is horrible, please do something to fix my issues. I am tired of dealing with this.

jdayton1
Sophomore

Anyone here today?

GabeU
Distinguished Professor IV

@jdayton1

 

Just for future reference, if you are going to run any more speed tests, you should do it under an account you've created at testmy.net, and use the manual 25MB test size for download tests and the manual 4MB test size for upload tests.  

 

Although the tests you've run so far and posted are definitely helpful, they aren't as helpful as they could be due to them not being in a centralized location and it being difficult to locate each individual one to look at its addtional data, which the logged tests (done when signed in to your account) would readily provide.  

These are from my account that I have had with testmy for a while. I just posted the bunch that ran.

I ended up calling tech support which I so loathem because by nighttime the internet is unusable. The best I got was he cleared my cache, and said this fix my problem forever.

 

http://testmy.net/db/vy7hQr0fM  http://testmy.net/vy7hQr0fM.png

 

Guess it didn't work...of course

C0RR0SIVE
Associate Professor

You really should be using the 25MB manual download package and not the automated test...

That aside, @Liz will probably have to forward your issue to the engineers, but chances are it's a gateway congestion issue.  

Well if it congested, they still did something. As I said the speeds where great until I had the tech come out and reinstall the dish from when it was taken down. Before the accident, I had great speeds all day long, nothing like this. This is worse than gen4 was before I changed over.

Hello jdayton1,

 

Our engineers are currently testing network improvements before rolling them out to your beam to address your speed concerns. In the meantime, please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

GabeU
Distinguished Professor IV

@jdayton1

 

I see now that you have been running the tests while signed in.  Testmy.net is acting a little goofy lately, so I couldn't find the tests run under a named account, but I see now that they were.  

 

http://testmy.net/quickstats/jon5270

Is there any estimation on when will this be concluded, or do I need to write off evenings for the summer. My experience with advanced support has not been anything I could say has been stellar. I had problems with my gen4 that where never fixed from day one (when I upgrade from my hn9000) even till I upgraded. 

This makes me worried as I said night time I cannot even use it.

Thank you for actually recognizing there a problem instead of what I have been getting through phone support.

Hi jdayton1,

 

No update from the engineers as of yet, but as soon as we get an ETA, I'll let you know.

 

Your patience and understanding are much appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Hello, the weekend is coming up soon already. When I asked the other day about a time frame, I wasn't given an answer. Just that it was ready yet. Do you think you can give me an estimate of how long I must endure this?

Thank you.

Hi jdayton1,

 

I've poked the engineers for any info they can provide me. I'll let you know once I find anything out.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

Hello jdayton1,

 

Just got off the phone with one of the engineers regarding the slow speed concerns. It's difficult to give an ETA on a resolution, but he provided a detailed explanation on what they're working on which would explain why an ETA is tricky to determine.

 

First and foremost, engineering does acknowledge there are valid speed concerns and they are at the forefront of their efforts. They are currently testing configurations in certain beams which require at least a week of monitoring and several days of evaluation after the weeklong observation period. These tests on the beams are continuous and staggered, so there is no single date for when testing will be complete. Our engineers are taking this time to develop a long term solution so that this does not pop up again a few months down the road. I apologize for the inconvenience this causes you, your understanding is appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

How did my service change so much from the time it went down to the time it was reinstalled? Did they change beams on me or something? I just don't understand how it went from working (almost perfectly) to barely working. Can they not switch beams or anything? It is just getting worse all the time not better. Its a downward spiral to Gen3 speeds.

C0RR0SIVE
Associate Professor

Well I guessing they know something as they are testing different beams. Is your comment really needed? Do you think it helps, I don't. It makes me feel you just want that post count and cheerleading for the company.  One day you might have a problem that makes it where it extremely frustrating and has been going on for over a month and see that it is no fun. Trying to get help is normally impossible from tech support as you jump from hoop to hoop and make you go through everything again and again to reach the same conclusion that you have been telling them for the 20th time.

 

Have you been waiting for a month to be told at that point they have no eta, after trying to get it fixed for a month?

Have you been dealing with issues where it is not worth it to ever try bothering with the internet, for a month?

Have you had to deal with issues that all of a sudden they finally say after a month of calls, chat, forums that they finally see an issue; instead of ingnoring me, not return calls, blaming cache, blaming weather, blaming my computer(s), etc. That there is no fix in sight?

 

When you do, come back and let me know.

GabeU
Distinguished Professor IV

@jdayton1

 

I don't at all think that Corrosive was trying to be condescending or trying to increase his post count.  I think he was simply stating, in answer to your query, that even Engineering doesn't know what happened, and they are presently working to try to figure it out.  Problems with the system don't help anyone, and they certainly don't help HughesNet themselves.    

 

I certainly understand your frustration, as I'm sure everyone who reads this thread does.  I had a considerable drop in speed about ten years ago that lasted for months, making me want to pull my hair out as there was no rhyme or reason to it, so I can empathize.  It was eventually resolved, or resolved itself, but that still didn't make the preceding months any more fun.  

 

I think, due to your considerable frustration, which, again, is understandable, you took his post in a way that wasn't intended.  

    

Please tell me some good news today. The weekend was horrible. Also it sucks running out of bandwidth with such low speeds. It is like having gen3 without any data left. Hate having to contact support for more data.