Troubleshooting is key! If we cannot resolve your concerns after best effort troubleshooting, we are happy to work with you regarding the termination fees. However, if you feel you were misled about the service by the phone sales rep who placed your order, and ordered within 6 months at one of our national sales centers, we can absolutely request a sales call review and assist with any early termination fees.
To address your speed concerns, please create a testmy.net account and run a set of 3-5 tests during different parts of the day. Post your test results link in your thread in the Tech Support board along with a description of what troubles you encountered that prompted needing speed tests. For example, were you trying to stream, access a particular website, download a large file, etc?
If you're working with us in the community or social media, only testmy.net results are accepted to be considered for escalation to corporate engineering.
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 (wifi must be disabled*, NO third party Router or Wireless devices can be used for testing)
-use the 25MB size download test file
-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, it may look like http://testmy.net/quickstats/yourusername
For a more in depth guide on running the tests, please visit: http://hninfo.us/speedtest
*If you don't know how to disable the wifi in the HT2000W, check the WiFi Settings section on this HT2000w guide. Click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, 2.4Ghz Guest, 5Ghz, 5Ghz Guest).
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.
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