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Slow speeds no resolution.

Freshman

Slow speeds no resolution.

I have been a hughes customer for about a year and have always paid my bill on time. Our service has never worked properly especially during "peak" hours. I have done extensive troubleshooting with tech support and have spoken with many people at your company. While everyone has been polite, I have been lied to and sent through the call center ringer. Today I spoke with someone in the corporate office.....but basically another customer service rep. I have never asked for any of the over 1100 dollars I have paid in the last 11 months back. I simply would like to cancel services at the end of next month and pay no early termination fee. Our service doesn't work. Your people openly admit that the degradation of service is so severe during you peak hours that I can't stream ONE simple video stream. As long as it works the other 18 hours of the day when we are sleeping or at work that is suppose to be good enough. Please help. I think my request is reasonable.
  • HughesNet System Performance
11 REPLIES
New Poster

Re: Slow speeds no resolution.

Contacting either of those options will only put you back in touch with the folks moderating this community. It will however delay your request for help. So why not work with the folks here now, rather then later?

Freshman

Re: Slow speeds no resolution.

So what are my options?  The people on here are supposed to be helpful.....I have had no one reach out to me to see if there is anything they can do to help.  I did however get my payment extracted for another month of service.  Nothing slow about that process.

Moderator
Moderator

Re: Slow speeds no resolution.

Hi rlucken,

 

Thanks for posting, we'd like to help address your speed concerns. As you may have seen in other speed-related threads in the community, we'll need testmy.net results to evaluate before considering escalating to our engineering team. To get started, please follow the steps here to set up a testmy.net account and run speed tests so that we get a proper evaluation of your system performance:

 

http://customer.kb.hughesnet.com/Pages/7001.aspx

 

Most important points:
-do the tests while directly connected to the HughesNet modem
-use the 12MB test file
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/[yourusername]

 

Looking forward to hearing back from you.

 

Thanks,
Liz

Freshman

Re: Slow speeds no resolution.

after a 210k download test this is what it said below the results

 

You might have a problem...
Your connection scored only 2% of the Hughes Network Systems average (98% slower). This does not always mean that you're in bad shape. If the Internet package you subscribe to is slower than most people using your ISP you'll see this message.

Freshman

Re: Slow speeds no resolution.

http://testmy.net/quickstats/Ryan%20Lucken

 

Never even hit 500k tonight......

 

Can I get a engineer?

Freshman

Re: Slow speeds no resolution.

http://testmy.net/db/Sw8HnmViu

 

Finally at 10:05 CST I hit 1.1 Mbs.

Moderator
Moderator

Re: Slow speeds no resolution.

Good morning rlucken,

 

Thank you for your testmy.net URL. I've run diagnostics on your site and will send your case up to our engineers for their evaluation. I will post back once I have any updates or additional instructions for you.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

Highlighted
Freshman

Re: Slow speeds no resolution.

http://testmy.net/db/QuI7hvlnc

 

196 K tonight!

 

I really either need this fixed, or moved into Gen 5 or simply just let out of my contract. 

 

This is a very reasonable request.  under 200k on a 15 MB service? 

Freshman

Re: Slow speeds no resolution.

rlucken,

You might want to call and see about getting an upgrade to Gen5, as there may not be much they can do for Gen4 users as of this moment till the load on Jupiter One is decreased.

Thanks,
C0RR0SIVE

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