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Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & understanding

filo
Freshman

Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & understanding

Customer since May 10, 2017. I purchased two streaming services to utilize the faster internet speeds, Netflix & Amazon Fire.  Neither will work.

My speeds tanked about the time the installer left the driveway.

I started speed tests on June 8, 2017 using, AT&T, Speedtest.net, Hughesnet, Xfinity, bandwidth Place, fast.com.

Speed tests varied wildly within minutes apart usning same speed test service, as low as .05 kbps and high of 7.89 Mbps.  Speed tests were conducted from a hardwired PC into the modem.  NO OTHER devices were present in the house, or turned on (unplugged) during tests.  I did not own a smartphone.

Started calling Hughesnet Customer service on June 9, 2017.  Spoke with Mario.  He told me to only use Testmy.net and not Hughesnet.  Had me restart modem & computer, purge Recent History, blah, blah, blah.  Said equipment looked good at his end so there must be something wrong with my computer.  He suggested running speed tests several times a day, and recording them for future tech support.

Speeds continued to degrade.  By July 3, 2017 my speeds were consistently 2.5 Mbps.  I ran so many speed tests that I used my all of my data.  Had to purchase token.

I had my wife bring hom eher work laptop and conduct a speed test which confirmed what I was getting on my PC.

On July 10, 2017, 7:43 pm I got a speed of 43.3 Mbps, which lasted only minutes then tanked to Kbps for the rest of the night

On July 13, 2017 I conducted 9 speed speed tests.  Speeds were measured about one minute apart.  Results = 833 Kbps, 350 Kbps, 3.17 Mbps, 26.17 Mbps, 3.3 Mbps, 1.3 Mbps, 19.39 Mbps, 815 Kbps, 7.57 Kbps.

On July 14, 2017 I spoke with Hughesnet Customer Support, 'Rose in Texas'.  She said historical speed test data did not matter.  She assigned Case # 104995367.  She said someone would be calling me back although the equipment looked good on her end.

Speeds continued to decline into the kilobits per second.  Then service would completely disconnect and turn back on.  It became unusable to watch a tiny video, listen to a song, conduct on-line banking, access any government website.

I spoke with Customer Support again on July 28, 2017 (Emily Parks - Phillipines) Case # 104995367.  She did not have any record of my prior calls to Customer Support even with the case #.  The call was disconnected at the 30 minute mark.  I did not receive a call back.  I called back, spoke with Emily trying to troubleshoot the problem and was disconnected at the 20 minute mark.

I continued to record speed tests which averaged in the Kbps and rarely gave me a Mbps.

On July 8, 2017 I called Customer Service (Blanca Castillo- Texas)  She confirmed case # 104995367, but said there were no notes from previous tech.  The call was disconnected 17 minutes into the call while she was in mid-sentence.  I dod not receive a call back.

On August 28, 2017 9:15 pm, I called Customer Service (Blanca Castillo- Texas) Nine minutes into the conversation she said she was checking case number for notes and the line was diconnected.  I called back immediately.  This time a ladys voice, I believe it was Emily Parks, tried to sound like a computer recording stating Hughesnet Support was undergoing maintenance and updates and to call back at a later time.  I stayed on the line until she started speaking to someone on her end, then hung up. 

On August 28, 2017 9:27 pm, I called back immediately 9:38 pm, and spoke with Albert Smith.  He gave me Case # 105871108.  I restarted modem, cleared cache, etc.  I was getting download speeds of 160 Kbps & 170 Kbps at the time.  He said someone from Tech Support would call me back.  I never received a call back.

On August 31, 2017 8:49 pm, I called Customer Service (Ann Brown - Phillipines) My download speed was 60 Kbps.  She conducted some tests. At the 30 minute mark she said there was a problem but she could do no more.  She confirmed my case # 105940609.  She told me to call back another time and hung up.

On Sep. 6, 2017 my installer, trying to help, changed my beam from 39 to 55.  Speeds only improved for a few hours then tanked in the Kbps again.

Between mid Nov. 2017 and mid Dec. 2017 I spoke with my installer several times.  He was very willing to help.  It was his understanding that Hughesnet oversold several 'beams' serving rural areas of the western United States.  He also shared that the administration of Hughesnet had no idea that there were problems with customers' service.

On Dec. 22, 2017 I received the first phone call ever from Hughesnet.  (Javier - Brownsville Texas).  He said Hughesnet oversold Beam 55.  He offerred to cut my bill in half for the next 6 months while they work the problem.  I insisted on a full refund for Nov. & Dec. 2017 which he granted.  He gave me Case # 108416644.

I began running speed tests again on Jan 11, 2018.  I now keep screen shots of the results.  I am downloading Kbps on almost every test, and only rarely reach 1 Mbps.

At the time of writing this, my average speed over the past 13 days is 826 Kbps.

Now... what can Hughesnet do for me now?  I have much more detailed notes than what is written here.

 

 

31 REPLIES 31
GabeU
Distinguished Professor IV

Re: Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & underst

@filo

 

Regarding your speed testing, as of last week it is recommended to NOT use testmy.net, as it's having issues properly testing HughesNet.  Because of this, HughesNet is now open to results from other testing sites.   You can use whatever you wish, but one I would stay away from is fast.com, and for two reasons.  The first is that it causes the Video Data Saver to engage, which means it will never give a speed result higher than 2-3Mbps, and the second is that it will use a TON of data for each test when the Video Data Saver is turned off, though it will give a more accurate result.     


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

Re: Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & underst

Tried using internet this morning, Jan 25, 2017 8:23 am.

Internet was basically turned off.  I could not get a speed test to load from any of the following sites:

Ookla, Speedtest.net, Optimum, Verizon, Spectrum, Comcast / Xfinity, Hughesnet, Speakeasy.net.

I restarted my modem and tried again.  Nothing.

At 11:15 am I tried again using Speedtest.net.  I tested 36 Mbps  WOW!  Never that fast!  I conducted all of the tasks I needed to in the next hour as the speed quickly diminished.

Tested again at 4:17 pm on Speedtest.net I repeatedly got 'Latency Error'

I finally got Hughesnet to complete a test.  Results 480 Kbps.

I backed that test up with Speedtest.net.  After three tries it completed a test.   Download = 17.34Mbps, upload = 250 Kbps,  Ping= 711 ms.  None of this makes sense.

GabeU
Distinguished Professor IV

Re: Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & underst

@filo

 

I'm going to tag the reps so that they see this thread and reply.  The reps are on M-F from approximately 8AM to 5PM EST, but it may take them a day or two to reply.  

 

@Liz

@Amanda

 

In the meantime, a few things to try and/or make sure of...

 

If you have the modem plugged into a power strip or surge protector, please plug it directly into an outlet to see if that makes any difference.  Also, please check to make sure that the power plug going into the back of the modem is snug.  Please be careful, as this plug is delicate, but just make sure that it's not loose.  In addition, please make sure that the coax connector at the back of the modem is finger tight.  It doesn't need to be tighter than this, but it shouldn't be loose.  

 

I hope that the issues you're experiencing are remedied soon.  


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

Re: Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & underst

Good morning filo,

 

Thank you for your post, the detail in documenting your experience helps us get these kinds of things solved faster. Allow me some time to look at your account and see what can be done. I understand the situation is very frustrating and appreciate your patience.

 

Thanks,

Amanda

filo
Freshman

Re: Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & underst

Par for the course on weekends....

 

1/26/2018  9:07 pm Hughesnet Speed test because nothing is working on the internet

.40 Mbps Download. (400 Kbps)

I'll be surprised if this comment even loads.

filo
Freshman

Re: Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & underst

Sunday 1/28/2018 10:45 am  Download 1.95 Mbps  Upload 2.37 Mbps

filo
Freshman

Re: Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & underst

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monicakm
Senior

Re: Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & underst

 Filo, I'm hoping help is on the way for you and everyone else!  My service never got quite as bad as yours but bad enough and certainly not what I signed up for.  About a week ago my speeds shot up drastically to where they were when I signed up last April.  A couple of days later I got this email from HN.  A couple of phone calls followed, asking about my service.  I hope that it's not just because I raised such a ruckus (but I know that's what it takes), rather everyone experiencing unacceptable speeds will get relief when the over-crowding issues are resolved.

 

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This is an update to your Customer Care escalation. Hughes engineers are actively setting up processes to open new capacity in several Gen5 regions. This expansion will optimize performance across the entire network. We apologize for the inconvenience and will keep you updated. As a courtesy we are providing a 3 month credit to your HughesNet account in the amount of $20.00 each month.

We appreciate your continued patience as we work to improve your HughesNet experience
Tags (1)
filo
Freshman

Re: Terrible service, avg. speed of 25 tests over 13 days = 826 kbps ! Out of patience & underst

Monday, Jan. 29, 2018  4:31 pm Download = .38 Mbps  (380 Kbps)

 

I have yet to receive any kind of personal, telephone, PM msg, or e-mail contact from Hughesnet tech support.

In 7 months of requesting technical assistance from Hughesnet, not a single contact, or call back.