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Terrible Gen 5 Speeds, Terrible Customer Service, Multiple Service Calls, HORRIBLE EXPERIENCE

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Terrible Gen 5 Speeds, Terrible Customer Service, Multiple Service Calls, HORRIBLE EXPERIENCE

I upgraded to Gen 5 less than 2 weeks ago....So far I have called 10 times due to slow speed, had 2 different techs come out, and NOTHING CHANGES!!! I am getting speeds as low as 2mb. Then in 1 day I mysteriously used 34GB of data!!!! 34GB!? How's that even possible!? I call customer service and they keep me on hold for over an hour and half!!! They asked me to turn my router WPS button off for 6 hours...I CANT!!! Then its my fault they gave me faulty equipment. This has been the worst experience of my life. I HATE HUGHESNET! 

 

Nothing changes with this company, the service sucks, and I am a MISERABLE hughesnet consumer. 

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Re: Terrible Gen 5 Speeds, Terrible Customer Service, Multiple Service Calls, HORRIBLE EXPERIENCE

34GB in a day isn't impossible, and something eating that much data could certainly cause slower speeds for other things you are doing.  

 

To verify the speeds, you should run some speed tests while signed into an account that you have created at testmy.net.  The tests also need to be run by a single device, connected directly to the modem with a LAN cable (no WiFi).  The protocol for the speed tests is in the following macro...

 

 

To help the Hughesnet Customer Service Reps get a head start on your speed concerns, you should create a testmy.net account and perform 3-5 tests during different parts of the day. Then share the account results link with us here.

Please keep in mind that Hughesnet will only accept testmy.net and the official Hughesnet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.

Most important points to remember during this test:
-do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)
-use the 12MB size download test file ONLY if on Gen4 Service Plan
-use the 25MB size download test file ONLY if on Gen5 Service Plan

-If testing upload instead of download, you must use a 4MB size upload test file
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE


For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

The Reps are on M-F from approximately 8AM to 5PM Eastern. They will be the ones to address your speed issues, but they will need these tests to do so.

 

 


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