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Sick of crappy service

lighthope1
Senior

Re: Tech Support in the USA


@maratsade wrote:

HN can provide documentation in the form of their subscriber agreement, which clearly states that speeds are not guaranteed.  


This is a widly misunderstood part of the contract.  It is not, as so many seem to think, a Get Out Of Jail Free for HughesNet, ViaSat, or any company that tries to use it.

 

Consider this: A company says you'll get speeds up to 100 Mbps, but "speeds are not guarenteed." You sign up, and you get speeds of 8K.


"But speeds are not guarenteed," you say!


Rubbish.


Contracts have to be reasonable to be enforcable.  If a company has a contract to provide a certain speed, they have to provide that speed, or make reasonable attempts to do so.  If they don't, they are considered to be in violation of the contract, regardless of any weasle clauses like "speeds are not guarenteed".

 

And yes, I deal with contract law all the time.

 

No, HughesNet is not trying to screw over the OP.  HughesNet generally tries to give the speeds it advertises.

 

But if the OP is having constant, unending problems getting the speeds promised, he does have a remedy.  The remedy, sadly, is just being able to get out of the contract without penalty.

 

But like I said, if the OP keeps working with tech support, has the documentation, they may switch him to another, less conjested beam if possible, even if it means changing satellites.

 

He just has to wait until the internet returns to normal.

GabeU
Distinguished Professor IV

Re: Test stats


@rhondatuley wrote:
https://testmy.net/quickstats/rhondatuley

If you have Gen5, you need to use the 25MB file size, as indicated in the instructions.  The 12MB file size is for those who have Gen4.  

 

If your service was installed after March 2017, you have Gen5.  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
maratsade
Distinguished Professor IV

Re: Tech Support in the USA

n/c

maratsade
Distinguished Professor IV

Re: Tech Support in the USA

"Contracts have to be reasonable to be enforcable.  If a company has a contract to provide a certain speed, they have to provide that speed, or make reasonable attempts to do so.  If they don't, they are considered to be in violation of the contract, regardless of any weasle clauses like "speeds are not guarenteed"."

 

Actually, you are quite incorrect.  

GabeU
Distinguished Professor IV

Re: Tech Support in the USA


@lighthope1 wrote:

@maratsade wrote:

HN can provide documentation in the form of their subscriber agreement, which clearly states that speeds are not guaranteed.  


This is a widly misunderstood part of the contract.  It is not, as so many seem to think, a Get Out Of Jail Free for HughesNet, ViaSat, or any company that tries to use it.

 

Consider this: A company says you'll get speeds up to 100 Mbps, but "speeds are not guarenteed." You sign up, and you get speeds of 8K.


"But speeds are not guarenteed," you say! 


A service offering 100Mbps and a customer getting 8Kbps is a far cry from a service offering 25Mbps and a customer getting an average of 9Mbps in a time of unprecedented system load.

 

Edit:  The wording of the contract, as in "Stated speeds and uninterrupted use of service are not guaranteed.", are in place for a time just like this.

 

If the OP has had months of issues that they have called about, those records will be in the system and can be used to demonstrate that the issue(s) existed prior to this.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
rhondatuley
Sophomore

Re: Test stats

i have no idea if I have Gen4 or Gen 5. I was installed before 2017 I believe. If I use the 25 mb file it will be worse but I will give it a shot! Standby for updated stats in a while.
GabeU
Distinguished Professor IV

Re: Test stats


@rhondatuley wrote:
i have no idea if I have Gen4 or Gen 5. I was installed before 2017 I believe. If I use the 25 mb file it will be worse but I will give it a shot! Standby for updated stats in a while.

One way to know for sure would be the HughesNet modem you're using.  If you have the HT1000 or HT1100, you definitely have Gen4.  If you have the HT2000W, as in the one with built in WiFi, and it's the original modem from your installation, you have Gen5.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro