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Sick of crappy service

maratsade
Distinguished Professor IV

Re: Tech Support in the USA

Does the DOD pay for your service, since you're required to work? I hope they do.

rhondatuley
Sophomore

Re: Tech Support in the USA

Yes. I have been a remote worker for 3 years. My service with HughesNet really started getting bad about a year ago. My complacency just bit me in the behind because I hate change. My fault for sticking with a company that I am unhappy with.
maratsade
Distinguished Professor IV

Re: Tech Support in the USA

Very cool that 

  • you can work at home
  • your workplace pays for it

 

 

lighthope1
Senior

Re: Tech Support in the USA


@rhondatuley wrote:
My service with HughesNet really started getting bad about a year ago.

 

Sounds like a conjested beam.  They can switch you to a different satellite (if you're able to hit it) which could be less conjested.

 

You really, really have to keep at them, though, to do this.  Talking to foriegn support won't help.  They follow the script as if a gun is at their head.  But if you call at the right time and get someone in the US, you'll have a better chance.  They'll refer you to engineering, and after going back and forth with them, they may suggest changing satellites.

 

Document your speed tests.  Document your calls and case numbers.  Keeping a paper trail really helps, especially if you have to take it to the final level...  The dreaded B...B...Something.

 

The problem you're facing now is that the entire internet has slowed to a crawl, and satellite is heavily affected.  It is impossible to tell if you are having a problem specifically, or if it is just general internet traffic.

 

By waiting so long, you shot yourself in the foot.  You'll likely have to wait until everything gets back to normal before you'll be able to get your specific problem addressed.


 

maratsade
Distinguished Professor IV

Re: Tech Support in the USA

"especially if you have to take it to the final level... The dreaded B...B...Something."

 

That organisation is neither the final level nor dreaded. It's simply a nonprofit whose mission is to increase marketplace trust. It is not a government agency, and it has no authority whatsoever. Its membership is voluntary, and they give a grade to their members based on their responsiveness to customer issues. HN has the highest grade, A+. 

 

While those companies who join the organisation seek to create good customer relations and to listen to their customers, customer complaints to the organisation do not always result in the resolution the customer wants, as in many cases, the customer is actually wrong, and the company can turn the customer's request down and provide documentation of why; for example, HN can provide documentation in the form of their subscriber agreement, which clearly states that speeds are not guaranteed.  

rhondatuley
Sophomore

Test stats

Tags (1)
MarkJFine
Professor

Re: Test stats

Have you tried using a lan cable - they make full use of the available bandwidth. Otherwise, setting your 5GHz wifi channel to Wireless Mode 11/a/n/ac and the bandwidth to 20/40/80MHz may help your situation (unless you're not able to use 5GHz wifi, or 802.11ac).


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
rhondatuley
Sophomore

Re: Test stats

The very first test I did was from my phone. I switched to my laptop and connected the cable. I had 2 hours of 5 minute tests with a cable
maratsade
Distinguished Professor IV

Re: Test stats

Rhonda,

 

Your upload speeds look fine (HN speeds are up to 3Mbps up).  Your downloads are not stellar, but they're not horrible either.  I think what you're experiencing is the result of congestion + prioritization, plus latency.  Not sure that they can do anything, given your numbers, to be honest. 

 

rhondatuley wrote:
The very first test I did was from my phone. I switched to my laptop and connected the cable. I had 2 hours of 5 minute tests with a cable

 

GabeU
Distinguished Professor IV

Re: Sick of crappy service

@rhondatuley 

 

Slow speed does not indicate a need for a replacement modem.  As well, your State Code of 0.0.0 signifies that your equipment and connection are fine.    

 

Right now the system is under incredible strain due customer load, which doubled in a mere week up to 3/20.  It may have doubled again since then.  Maybe more.  Because of this, things are running slowly.  And, because beam and gateway load also come into play, some people may be more affected than others.   

 

Additionally, HughesNet has put a prioritization policy in place that is favoring schooling and work related activities during times of heavy load, which is happening more as time goes on, and may very well be around the clock at this point.  But, again, because of system load, even those activities can be greatly affected.

 

The "stupid people in the "Phillipines"" aren't going to set up a tech visit unless there's a legitimate reason to do so.  Your slow speed is very likely being caused by system load/congestion.   


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