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Two Months of Slow Speed, Even After Gen 5 Upgrade

Sophomore

Two Months of Slow Speed, Even After Gen 5 Upgrade

I've been experiencing close to dial up speeds for almost two months. My slow speed issue started around the middle of November, 2017. I was on the Gen 4 plan at the time. I had been on the plan for around 5 years. A technician came to my home about 6 times within a couple of weeks. He performed all of his tests and said he "rebuilt my whole system". The slow speeds continued after changing all of my equipment. Finally, he told me there was an issue with the satellite that I was on. I decided to upgrade to Gen 5, as I was told I would be switched over to the newer satelitte. 

 

Once on the Gen 5 plan, I continued to have near dial up speeds, somewhere around 200 kbps download. The technician told me that he didn't know what else to try. Once he left the home, I noticed (on systemcontrol page) that I was left on the same satellite that I had to begin with. Since this time I have contacted customer support multiple times each week. Each time I am told that my case is being escalated to the engineers and I will receive a call back in 3-5 business days. I am never called back on any of the escalations. I have been told "what case?", "sorry, your case was resolved and closed", "the engineers are really behind", "I'm speaking to upper management to resolve this", "we are sending an email to management", etc. 

 

After several rounds of not receiving call backs from anyone, and having my cases closed or lost for some reason, I started to call customer support throughout the week to ensure my escalation is still open. I am always told yes, my case is still open. However, I never receive a call. I always have the customer support rep verify my phone number each time to prevent an issue.  Each time I call back after the 5 days have passed, the process is started over again, I wait another week, and never receive a call back from anyone.

 

I have repeated this process over and over again for over a month. My most recent call (2 days ago) I was told that an "email is being sent" and that I will receive a call from engineers within 24 hours. However, I never received a call. Calling customer support is not getting my issue resolved. 

 

I recently started trying to call the corporate office, but no one answers the phone. I have verified the number, so I know that's not the issue. 

 

Can anyone help me resolve this issue? I would greatly appreciate it.

 

Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions
Moderator
Moderator

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Good morning Colby,

 

Engineering has an update planned for your gateway tonight which should address the intermittent connectivity you're seeing. To be safe, please power cycle the HughesNet modem before you use the internet tomorrow. To power cycle the modem, unplug the power cable from its power brick and replug after 30 seconds. Allow some time for the modem to recover before attempting to browse. Please let me know if the disconnects go away after this.

 

 

 

 

Thanks,
Liz

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20 REPLIES 20
Professor

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

"Once on the Gen 5 plan, I continued to have near dial up speeds, somewhere around 200 kbps download. "

 

Not even close to dial up. 

 

"However, I never receive a call. I always have the customer support rep verify my phone number each time to prevent an issue.  Each time I call back after the 5 days have passed, the process is started over again, I wait another week, and never receive a call back from anyone."

 

That's pretty shoddy customer service and it's really unacceptable.

 

Distinguished Professor IV

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

@Colby

 

I'll tag the reps.  There may be a reason that you were left on the ES17 satellite.  Hopefully they can give you some answers.  

 

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


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Sophomore

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Thanks! I hope to hear from someone soon.

Moderator
Moderator

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Hi Colby,

 

I'm glad you found the community, thank you for posting. For your beam, we've deployed code to help address speed concerns, but that was at the beginning of the month. I'll escalate to our engineers here at corporate for their insight. In the meantime, please run at least 3 speed tests at speedtest.net spaced 5 minutes apart while directly connected to the HughesNet modem. Since you have the HT2000w now, please also disable the wifi there so that there isn't additional wifi traffic while you're running speed tests.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

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Sophomore

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Ok, Thank you @Liz. I hope to get this resolved eventually. I haven't noticed much of a difference since the beginning of the month. The last speed test I ran on (testmy.net) yesterday was 500 kbps download. But this evening, the connection is especially slow.

Moderator
Moderator

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Good morning Colby,

 

The engineer hasn't found anything out of the ordinary with your beam, so I've requested for his examination of your site in particular. Once I have any news or additional questions, I'll let you know.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

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Freshman

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

sounds like continued run around. "exinamtion of your site" sounds like they will blame the earth around you!

how do you spell viasat?

Distinguished Professor IV

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade


@to23ni wrote:

sounds like continued run around. "exinamtion of your site" sounds like they will blame the earth around you!

how do you spell viasat?


Please stop invading people's threads with your unhelpful critiques.  

 

If you want help, please ask for it.  If you want to help, please do.  But please stop doing what you're doing.  This is a SUPPORT site.  


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Sophomore

Re: Two Months of Slow Speed, Even After Gen 5 Upgrade

Hey @Liz. Any updates on my slow speed issue? It's been over two months now and I'd like to know that there is light at the end of the tunnel.

 

Also, this may be an issue for another thread, but I want to mention that my monthly data allowance seems to be disappearing in large chunks. Since I've been at work all day, all devices automatic updates turned off, I've somehow lost around 2gigs of data.


Thanks. I hope to hear an update soon.