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Poor, VERY poor speed

New Poster

Poor, VERY poor speed

We had upgraded to GEN4 some years ago and were pretty happy with the speed improvement from the prior offering. Over the last few months, noticing a deep speed reduction, actually terrible, we decided again to upgrade for better speeds as promoted on TV, but also we were buying a lot of tokens..

After the upgrade to GEN5, speed remained very poor.

Ok,, call into support and after some testing and on the phone for 1:45,, seemed a HN issue and not us. We we’re then scheduled/inline for a connect with engineering. More testing took place, equipment issolation, and it looks like the issue IS NOT with us, and as many others seem to suffer a problem on HN side, and/or equipment.

Our ‘best’ speeds seen hover around 1.7mbs download, generally much lower in to the hundreds of kbps or less.. 99% below the nation average...

Engineeering offered us a rate reduction (30.00 month) for 6 months,, hopefully a fix in that time span, which in itself is pretty disappointing knowing that a fix isn’t quickly forthcoming, if at all.

So,, engineering rep transferred me to Billing to see about a reduced rate offer given they can’t provide what was promised. Billing said,, SORRY, we can not reduce a rate (even after checking with a supervisor) and we’ll have to pay full price for the poor substandard speeds. I was told though, that I could have our account canceled at a reduced price/fee!!! Really!?

Are you kidding me!? Full pricing for a 99% slower than the average speeds!

We live in an area that services like HN are few, my hope would be that a fix is coming, if not, I’m more than surprised that HN had no offer of help for a customer of more than 8 years..

 

VERY bad HN customer help, so disappointed....

4 REPLIES 4
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New Poster

Re: Poor, VERY poor speed

Just ran a series of speed test

 

210-273kbps or less.. These speeds are on active Anytime Data. I ran them at 25Mb sizes, and the standard test option..

As stated above, all equipment was issolated, laptop LAN connected. Speeds remained low..

We use our AT&T hotspots more now,, almost exclusively,  but seem to be losing a lot of HN data as well.. 

I'll run the data draw test, but are speeds are consistant,, poor..

https://testmy.net/memberstats?type=comp_id&q=550241417631&TestType=D&limit=25

 

 

 

New Member

Re: Poor, VERY poor speed

you are not the only 1 having speed problems .  i have had the same problem for the last 6 so mounths also,  and i have called in about this 3 times know and still not up to the 25 meg that i  am paying for!!

good luck and keep calling !!

Tags (1)
Moderator

Re: Poor, VERY poor speed

Hello Robert,

  Thank you for reaching out to us. I apologize for all the frustration with the service. Please see your private messages for further assistance.

Thanks,

*Felicia*

New Poster

Re: Poor, VERY poor speed

Thanks for the assistance and timely response, Felicia..