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Trying this again

Sophomore

Trying this again

I will keep it short and sweet this time, and no Gabe unless you have something constructive please don't respond again

 

I had my system install 09Feb. I have been on and off with chat support and the tech team for the last week regarding extremely terrible speeds. Reps would test speeds and tell me they were in the 20-25Mbps download, 3-5 Mbps upload range every time they test. Regardless of whether I was running over 1000Gb cat6e, 5G or 2.4G Wifi, and regardless of the device my max was around 5Mbps down and 2 Mbps up. In fact when I was on chat with HN I was experiencing less than 1Mbps down and up. Pretty ridiculous.

Now we will get to the fun part:

My initial installer placed the dish facing directly at my two detached garages, from LOS only the top third to fourth of the reflector even has a clear view of the southern sky (mentioned this before but HN says to "call them" even after being told there is no phone service at my home location). I also pointed out, that while it doesn't impact signal, the bottom of the reflector is a little over two feet fround the ground...which is obviously a no-no. Similarly, the arm and LNBF is in the middle of the walkway between the deck and the 1st garage and is right at forehead height for my oldest daughter. Seems pretty dangerous to me. The installer did not weatherseal the hole into the house, he only used a plastic grommet. He also left drywall and masonry dust all over the room inside and did not install a faceplate...only another grommet. Basically...I am putting all of my money on the install being the issue. 

 

I have a tech coming this Saturday. I requested a company OTHER than the installer, but alas, HN scheduled Jupiter Communications, which did my likely faulty install. (Of course they will say that the isntall is acceptable)


Unfortunately I tried to post about this before but before a mod could get to it a super-unhelpful user decided it was his best tinterest to tell me that what I was experiencing with tech support was not at all accurate and I was providing "erroneous" support to others. 

At any ratem HN was supposed to call regarding the issue also being escalated to the post-install team. Havent had a call, an email, anything. Hopefully a mod will actually see this and try to escalate.

35 REPLIES 35
Moderator
Moderator

Re: Trying this again

Hi vladams2015,

 

I can certainly pass along your concern to our install department here so they are aware of this prior to your upcoming dispatch.

 

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Sophomore

Re: Trying this again

which doesn't help much since I specifically requested another company other than Jupiter Communications to come do the technical service call. Like I said, of course they are going to stand by their install

Advanced Tutor

Re: Trying this again


@vladams2015 wrote:

which doesn't help much since I specifically requested another company other than Jupiter Communications to come do the technical service call. Like I said, of course they are going to stand by their install


There are a couple thing you can request from HN Mods.

 

1 first request is the calls to CS.

 

2 The photos from your install.

 

Maybe this thread won't get highjacked.

Moderator
Moderator

Re: Trying this again

I've included your concern about your local dealer and related that to our install department, as well as requested that a different dealer be assigned.

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Sophomore

Re: Trying this again

Thank you Liz. 
  Seems like there is a huge disconnect between customer needs and the service provided. I will upload pictures of the location of the dish and the issues with the install at my earliest convenience

Re: Trying this again


@vladams2015 wrote:

 

I have a tech coming this Saturday. I requested a company OTHER than the installer, but alas, HN scheduled Jupiter Communications, which did my likely faulty install. (Of course they will say that the isntall is acceptable)

    Are you getting a free installation?  If not, you should be able to choose any tech company you like as long as they are authorised to work on Hughes equipment.  

 

  As for the aiming of the dish,  they don't always point to where one would think at first glance.  My tech guy said not to look at the dish, but to look at the bracket on the back of the dish.   BTW my dish is 64" off the ground.

Sophomore

Re: Trying this again

Yeah, I understand the pointing of the dish, but if the reflector only has around a fourth of it receiving LOS due to the garage walls being between it and the southern sky...likely an issue. Not to mention the bottom of the reflector is 31 inches from the ground as aimed. **bleep**, the LNBF is barely 4 ft from the ground. Sombody screwed up.

And yes, I should be able to request whomever I like, but alas they dispatched the same company which will likely be the same tech since when I was talking to them about scheduling installation dispatch said they only had one tech that serviced my area. So...same guy will be back, and will stand by everything he did. If not, I will be amazed

Moderator
Moderator

Re: Trying this again

Just to be clear, that local dealer is the only one available to you, but I have requested they send a different tech, so you should be getting someone other than your original installer. Our installation department here at corporate is aware of your situation.

 

  Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Sophomore

Re: Trying this again


@Liz wrote:

Just to be clear, that local dealer is the only one available to you, but I have requested they send a different tech, so you should be getting someone other than your original installer. Our installation department here at corporate is aware of your situation.

 

  Your cooperation, patience, and understanding are much appreciated.


Thank you, but just to be clear..I am requesting a different dealer altogether regardless of whether one is "available to me" for, lets be honest, whether is is Joe or Susie, Jupiter is going to stand by the work of their reps. That is how business works correct?

At any rate, I am still not sure how a tech coming to verify an installation is going to do anything short of extending the length of time between initial install and succeful mitigation of connectivity (or lack thereof) issues