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Upgrade From HN9000

Lakeranger1
New Member

Upgrade From HN9000

I'm relatively new to this forum but I've viewed it a few times in the past.  I've been a faithful customer of Hughesnet for over 10 years, even though I haven't been a satisfied customer for any of that time.  In fact I've been dissatisfied since I started the service.  My modem, an HN9000, is about 8 years old and occasionally needs a reset to work.  Now I hear that there are much newer modems available.  What is the procedure to receive a new modem, such as the HT1100?  I'm also a Dish Network customer to deliver my TV service.  They keep sending me attractive bundle offers to switch, along with AT&T, my cellphone carrier, that now owns DirecTV and their satellite internet provider.  All of these offers are better than my current Hughesnet plan. I'm now considering to switch unless Hughesnet can provide a newer modem with more consistent download speeds that are better than 2Mbps.  I've called Hughesnet but their phone customer service representatives say they cannot assist me and that I should switch services.  I guess customer loyalty doesn't matter to Hughesnet.
32 REPLIES 32
BirdDog
Assistant Professor

Re: Upgrade From HN9000

It depends if you are within a beam location from the newer satellite in order to use the HT1100 modem.

What does it show after you enter the info here: http://internet.hughesnet.com/plans-and-pricing.html ?
Lakeranger1
New Member

Re: Upgrade From HN9000

All that site shows after I entered my info is that Hughesnet is available in my area.
BirdDog
Assistant Professor

Re: Upgrade From HN9000

Should show the plans available. That will relate to what satellite(s) footprint you are in.
Lakeranger1
New Member

Re: Upgrade From HN9000

Indicates "Connect" and "Connect Pro" plans are available.  How does this relate to upgrading my modem?
C0RR0SIVE
Associate Professor

Re: Upgrade From HN9000

If those are the only two plans available for your area, then you can only use an HN9000 in your area...  Will be around 2017ish before anyone outside of the Jupiter footprint can get something better than an HN9000.
Liz
Moderator
Moderator

Re: Upgrade From HN9000

Good morning Lakeranger, 

Welcome to the community and thank you for posting. As sgoshe and Charles have already noted, you're outside of the Jupiter satellite's footprint, so your only HughesNet option is to have either the Connect or Connect Pro plan on the HN9000 modem.

We've run remote diagnostics on your site to determine if there was anything wrong with the HughesNet equipment and their connection to the satellite, and all is clear.

To help us address your speed concern, please connect your computer directly to the modem and run some speed tests for us to evaluate. Please run a set of 5 speed tests 3 times over the course of a 24 hour period for us to properly evaluate your speeds. 

Speed test: http://consumer.performancetests.hughesnet.com

Your patience and cooperation is appreciated, and we look forward to hearing back from you.

Thanks,
Liz
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.

Slow performance? Click me!

Lakeranger1
New Member

Re: Upgrade From HN9000

Liz,  Thank you for the response.  I ran 5 consecutive speed tests this morning and all were very, very slow.  I'll run a few more groups of 5 tests over the next 24 hours or so.  I assume you can read the speed test results without any input from me.  I'm looking forward to your recommendations based on the speed test results.
Liz
Moderator
Moderator

Re: Upgrade From HN9000

Thanks Lakeranger, I do see your speed test results. These will help us build your case for escalation to our engineers. 

-Liz
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.

Slow performance? Click me!

Lakeranger1
New Member

Re: Upgrade From HN9000

Liz,  It's been over 24 hrs. and I have done 23 speed tests with an average of 266 Kbps, which is extremely slow, even for dial up service.  Please help!  And thanks for escalating my case to your engineers.  Hopefully they can fix this.