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Question on customer support and internet speed

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New Member

Question on customer support and internet speed

So I talked to a customer support Rep. back first part of May of this year. He promised me that his service would be twice if not three times better than my Excede Plan i was currently in. which was good plan just was mad that Customer service side was poor. He promised me that would not be the case with Hughes net. They were number 1. 

So they set it up and the first few days my internet was awesome. Then speeds started to go down. Most of my internet service I get a ping of around 800 and download speed is anywhere from 1 to 5 and upload well that is usually just a little above none. 

I call and talk to a customer service rep. and they say well everything looks fine on our end must be something there. 

So my parents get a new Internet provider and he has a mobile unit that he can set up and test. so out of curiosity I have him stop by my place and set it up and run it off my equipment and it has ran great.  I get a ping of around 60 or 70. download speed is always 10 and upload is always around 5. 

So now I am stuck in a contract with a company that has yet to stand up to all the bull that i have listen to the salesman tell me back in May that i have yet to see. 

So my question is there anything that can be done to fix me or do I just cut my losses and go with the guys that are local and will give me great customer service from people in my own country. 
50 REPLIES 50
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New Member

Re: Question on customer support and internet speed

First of all, stop for a moment and think about "ping." HughesNet operates from a satellite that is in geostationary orbit; that's at a distance of 22,236 miles above the equator. The best "ping" time you can expect thanks to Dr Einstein and the laws of physics hovers around a little over 500ms.

Secondly, what Internet service was your installers "mobile unit" using. It certainly wasn't HughesNet, so comparisons are unfair.

Do you have "ground based" Internet providers in your area? Like those who use cable to your house? If so, you should never have chosen a satellite-based provider.
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Assistant Professor

Re: Question on customer support and internet speed

Says he had Exede before, should be familiar with the latency, speed fluctuations and capped service.
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New Member

Re: Question on customer support and internet speed

I am familiar with all that my Excede was twice what i have now. other than i had to listen to someone that barely spoke english. 
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New Member

Re: Question on customer support and internet speed

I can't get cable to my house. I live in a Rural area. so it has to be satellite based provider. 
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New Member

Re: Question on customer support and internet speed

How, then, pray tell, did the installer get a ping of 60 to 70 (unless he was pinging something on your local network)?
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Assistant Professor

Re: Question on customer support and internet speed

I can't get cable to my house. I live in a Rural area. so it has to be satellite based provider. 
Not true.

If the ping was that low it was either WISP, which sometimes uses a dish similar to satellite, or it was a cell service. Impossible for a ping of 60 or 70 with geostationary satellite service. Plain and simple.

The dish for WISP would be pointed towards the horizon versus angled up into space.

Notice the WISP dish antennas here look like satellite dishes: http://www.ispsupplies.com/categories/5ghz-Dish-Antennas/

Explanation of WISP: https://en.wikipedia.org/wiki/Wireless_Internet_service_provider
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New Member

Re: Question on customer support and internet speed

wasn't a WISP. more like a box with antennas off of it. run off like a cellphone would. 
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New Member

Re: Question on customer support and internet speed

and you right might be a bit unfair of comparing and gala apple to a honeycrisp apple. both are apples but one works better. my point is that this company records their sales department tell customer what they want to hear but end up customers getting not what they are sold. thing is i have the voice recording on my phone call as well and I have repeated it several times and he told me that Hughes net could get me better service and better signal strength than My Excede ever could. I told him i played online games and watched videos on the computer. he says oh yes that service is available to me in my area. the sales professionals name was devin on a recorded line. 
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New Member

Re: Question on customer support and internet speed

Rattlesnake,
You sound like a pretty knowledgeable person when it comes to satellite internet service with all this talk about 'ping', download and upload speeds etc..and you obviously know how it works as you previously had service through Excede.
Personally you lost me when you all started talking about 'ping', haha (but that's besides the point)

...but anyways, I'm just curious, with you being as knowledgeable as you are, as to why you simply didn't go on to the HughesNet website and compare their 'advertised' speeds to that of Excede's 'advertised' speeds. I don't know what Excede's advertised download speeds are in your area, but in my area both Excede and HughesNet offer the exact same download speeds, which is UP TO 5 mbps (download) and up to 1 mbps (upload).

I'm also curious, if you had this service installed back in May,  why is it that you are just now complaining about these speeds. You said yourself that your speeds were awesome for the first few DAYS of service..at which point they started to slow down. HughesNet gives you a full month before that contract kicks in...why wait until 3 months later?

I've only been a HughesNet customer myself for about 2 weeks..most days I get speeds upwards of 12-14 mbps (download) which is 2.5x FASTER than HughesNet's advertised download speeds for my particular area.

Needless to say...I'm ecstatic over these higher speeds..BUT, if my speeds were to drop down to between 1 and 5 mbps, I would not be in a position to get upset over this because HughesNet clearly states that the typical download speeds are UP TO 5 mbps download speeds for my area.

You said that these days you are getting between 1 - 5 mbps download speeds...it seems to me that more than likely you are getting exactly what HughesNet offers..