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Unuseable Service for my needs

jpass12
Freshman

Unuseable Service for my needs

I foolishly had Hughesnet install a dish and activate a 10GB monthly service (last April), specifically used for my cabin cameras and alarm system. There hasn't been a day where my cameras get disconnected several times per day. I have called tech support and they have done a few tweeks remotely but my service has not improved a bit. I sometimes am able to view a "live view" of my Blink cameras but most of the times it times out and immediately lose connection. Mind you I have Blink at home too and never have these issues. I swapped the Blink module to see if that was the problem but it didn't help. I decided to disconnect my Amazon echo dot since it just didn't work and would not stream Pandora at any time.

 

The Blink cameras are inside and outside pointing to the doors avoiding any areas with movement like trees etc. in order to minimize false triggers. This was in order to minimize data usage.

 

When I visit my cabin, I know I will be using my mobile phone hotspot for my data needs because I am unable to use Hughesnet for anything. Netflix, what's that? Pandora, forget it. Basic email on my phone, not happening. Basically I am paying $70 a month for sporadic and extremly slow speeds. 

 

The reason I have not cancelled is due to the fact that the have outragoeus cancellation fees and the only other option is a hot spot from AT&T. 

 

During the sales call I was told that the service would be more than enough to use my Blink cameras and alarm system which requires an internet connection. I specifically asked about streaming Netflix and was told that it would work no problems. I don't event try to use Netflix because I know it will not work at all. 

 

Basically my cabin is used sporadically and the only use I attempt to receive from Hughesnet is a steady connection that can support my Blink Cameras and Simplisafe alarm and it fails misserably. The data use required by either is minimal so I doubt that I am hitting any data caps. 

 

During the last call to tech support, they told me they realigned the dish (not sure if that is even possible remotely, but that is what they told me) and the speeds seem to have gotten worse (didn't know that was even possible). 

 

Kids school homework while visiting the cabin is done through mobile phone hot spot because when they connect to the Hughesnet router they receive a notification that there is no internet connection. 

 

I can't perform speed tests because it requires an internet connection and it seems like my phone receives zero internet when connected to the Hughesnet router. Same with my wife's phone or kid's tablets. 

 

I am suspecting:

 

A. Dish is out of alignment (the cabin is in a high wind area) I checked the antenna on Sunday to see if it was lose but it seemed pretty sturdy and without any movement. 

B. Faulty equipment

C. I am just expeting too much and this is what I get for $70 a month. 

 

I will give Hughesnet another chance but only if an actual tech comes an physically checks dish alignment and equipment. 

 

Anyone having similar issues and is tech support able to do anything to improve my situation? 

 

P.S. The first month of service, things seem to work ok. Speeds weren't fast but at least I could stream Pandora on my phone. We were able to watch a movie (one time)  without too much buffering but we did have issues with the Fire TV disconnecting or losing connection as if the Hughesnet router would reject the connection. Currently, trying to stream Netflix on a mobile device is impossible even during the first day of the data cycle.

 

Coincidentaly, with just one bar of signal on my iPhone with AT&T I can stream movies. 

10 REPLIES 10
maratsade
Distinguished Professor III

Re: Unuseable Service for my needs

If you feel you were misled during your sales call, you can request a sales call review (EDIT: though your sales call may no longer be available...still, you may want to request one just in case)

 

Comparing satellite internet to any terrestrial provider (such as your At&T) is misleading, as satellite internet and terrestrial internet are two very different kinds of services that work differently. AT&T's signal doesn't have to travel thousands of miles from space, so the latency and congestion are low. 

jpass12
Freshman

Re: Unuseable Service for my needs

You are right about the comparison and distances which cause latency but that is really besides point. I should at least get semblance of internet service which most of the time I try to use it, I don't get. 

MarkJFine
Associate Professor

Re: Unuseable Service for my needs

It's not besides the point, it IS the point.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
maratsade
Distinguished Professor III

Re: Unuseable Service for my needs

Yes, ideally you should get something that works within product-related expectations.  

 

How much research did you do about the product and its potential limitations before subscribing? 

maratsade
Distinguished Professor III

Re: Unuseable Service for my needs

Yes, exactly.

 


@MarkJFine wrote:

It's not besides the point, it IS the point.


 

jpass12
Freshman

Re: Unuseable Service for my needs

How can it be the point? Then why offer a service that it is supposed to work and it does not. That in my neck of the woods would be called false advertising. Please explain to me what is Hughesnet good for besides collecting a montly payment and abysmal service? Why am i paying $70 a month and not even been able to check my emails.Really? 

 

Tell me what is this service good for? Are you Hughesnet share holders? Unvelievable. 

jpass12
Freshman

Re: Unuseable Service for my needs

I researched what I found on the internet.From what I found it seemed to fullfil my needs. 

maratsade
Distinguished Professor III

Re: Unuseable Service for my needs

"Then why offer a service that it is supposed to work and it does not."

You are assuming that because it does not work for you it does not work for anyone else.  It works for a lot of people, and it doesn't work for others -- you appear to be one of the others. 

 

"Please explain to me what is Hughesnet good for besides collecting a montly payment and abysmal service?"

It's an ISP. With limitations caused by the nature of the technology, you can basically do pretty much everything. Again, with limitations. Data intensive activities may suffer, especially during times of high congestion.  

 

"Why am i paying $70 a month and not even been able to check my emails."

You can cancel any time. 

You can also work with the techs to improve your service.

You can also adjust your expectations to the reality that satellite internet is not like terrestrial internet.

 

Hopefully part of your research pre-subscribing including reading the legally binding subscriber agreement, which sets the limitations of the service and informs you that speeds and performance are not guaranteed. The website also has disclaimers regarding the limitations of the service.

 

At $70 a month, you will be paying $1680 over the life of the agreement. The ETF is $400. You might consider unsubscribing and finding something else. 

 

This is a subscriber to subscriber community. I'm a subscriber and have no shares in the company. The staff have the word Moderator next to their names. 

 

 

jpass12
Freshman

Re: Unuseable Service for my needs

Like I said above, I am planning on contacting tech support to schedule an appointment to do a site visit and inspec the dish alignment, etc. As it is, it is almost useless. I visit the cabin once or twice per month so I seriously doubt that I'm hitting data caps since we do not connect to it since it doesn't work.