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Very very poor data speeds since July when I joined. The seller rep lied to me.

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New Poster

Very very poor data speeds since July when I joined. The seller rep lied to me.

Case ID  is 102292232.

I signed up with HughesNet in July 2017 for internet service in my home in the
country. We had heard bad things about them but since they are the only provider
in this area, we signed up with them anyway.

The plan I am on is the most
expensive ($150/month including taxes and fees) and is sold as a 70GB data plan. That actually is 20 GB of Anytime data and 50GB Bonus data between the hours of 2:00am and 8:00am.

This was my fault for not reading the fine print but how in the world would I use the Bonus data? I am 62 years old and my wife works so it is extremely rare if either of us are awake during those hours.

My actual complaint is that the plan I am on offers 15MBPS download data speed but we rarely see that speed (and this is since July 2017 when we joined Hughesnet). The system is down quite a bit and when it is up it is as slow as "Molasses in Christmas" slow.

! I have measured if as low as 1.12 MBPS download speed and less than 1 MBPS upload speed. It is consistently below 5 MBPS download speed since I joined Hughsnet.

The seller of this plan told us my wife would be able to work from home with no problem. I had explained that she does much Video Conferencing and sends/receive large files. He assured me there would be no problem.

I explained to the seller that I am disabled and a very heavy Internet user (streaming movies/sports, etc). He assured me there would be no problem.

None of the above two items are true. The data rate is so slow and so unreliable that my wife cannot work from home as told. So she has to drive 1.5 hours into Atlanta in the mornings to get to work. One of the reasons we moved here was that we were sure we would be having a good internet service.

 The data plan of 20GB Anytime data is eaten up with a few movies and football games but even then the stream staggers and stops due to the poor data speeds.

I have tried to use their Customer Support but (with no disrespect meant) I can not understand the Help Rep on the phone as their English is so broken and their accents are so thick. Having said that, one lady did try to help and we did talk on the phone on two consecutive days. Then no more calls. No more help.

I tried emailing to the Support Center but their email system was down. On Hughsnet Facebook page, they gave me a link and told me to register my issues there. I tried that and it was also down. (It was down the first time I tried but now I got in.)

Hughesnet has given me some credit ($20/month credit so I could buy more Anytime data Tokens and a month credit on my bill. But this system is so unreliable these credits do not fix any problems. So, in closing, besides the issues mentioned describing the poor service, I feel lied to and sold down the river by Hughsnet.

 I would never recommend this service to anyone for any reason.
127 REPLIES 127
New Member

Re: Very very poor data speeds since July when I joined. The seller rep lied to me.

When you say as low as 1.12MBPS, did you mean that or 1.12Mbps?  There is a factor of 8 difference between the two.


New Poster

Re: Very very poor data speeds since July when I joined. The seller rep lied to me.

Yes I meant 12 Mbps - (if caps make a difference). I am not a computer guy so I apologize if I was misleading. (anyway which ever is slowest)
New Member

Re: Very very poor data speeds since July when I joined. The seller rep lied to me.

Yes, in this case caps makes a difference.   1.0Mbps is 1 meg bits per second, and 1.0MBps is 1 meg bytes per sec.  A byte is 8 bits.
12 Mbps is a reasonably good download speed for a satellite.  1.2 Mbps is slow.  So to be able to critique and understand the performance you are getting depends upon which.


New Poster

Re: Very very poor data speeds since July when I joined. The seller rep lied to me.

Thanks for the help understanding.
Professor

Re: Very very poor data speeds since July when I joined. The seller rep lied to me.

The data plan of 20GB Anytime data is eaten up with a few movies and football games
That happens because movies and anything else you stream over the connection will eat up data very fast. At high definition, a movie will eat 1 gigabyte per hour. A 2 hour movie will eat 2 gigabytes. That means data will go very fast. On satellite, learning how to manage the data is essential. It is very different from cable internet, because satellite is a different technology that comes with limitations that current technological advances can't improve on.  If you stick around here, you will have two benefits: (1) The Hughesnet representatives, who are all very helpful and really want to make your experience as good as they can within the inherent limitations of the service; and (2) the community Champions, who know so much about this stuff it's scary, and who are also super helpful. There are people here who install the system or resell the service, and they know an awful lot and are happy to help. 

I'm sure you are super frustrated because you're paying a lot of money and you want to be able to see a return for your investment.  But stick around and you'll see you will be able to improve your experience.
Moderator

Re: Very very poor data speeds since July when I joined. The seller rep lied to me.

Hello jthill3,

Welcome to our community and thank you for reaching out to us. I am very sorry that you've been having so much trouble and would love to get to the bottom of this for you. It seems your household is utilizing activities and data out of the scope of our available service, which if discussed with our sales representative, they should have advised you that the service is not suitable for you. Your account has been located using the case number you've provided (thank you!) and I will personally look up your sales call and review it. I appreciate your patience while I look into this.

Thank you,
Amanda
New Poster

Re: Very very poor data speeds since July when I joined. The seller rep lied to me.

For the money I am paying, I should not HAVE TO MANAGE my data. I knew nothing about Satelitte service til I joined and as I learn about it and have the experiences I have had with Hughesnet I now realize it is a very poor internet service and is WAY over priced for what is delivered.
New Poster

Re: Very very poor data speeds since July when I joined. The seller rep lied to me.

Amanda - please see these comments from my original post - 

The seller of this plan told us my wife would be able to work from home with no problem. I had explained that she does much Video Conferencing and sends/receive large files. He assured me there would be no problem. 

I explained to the seller that I am disabled and a very heavy Internet user (streaming movies/sports, etc). He assured me there would be no problem. 
New Poster

Re: Very very poor data speeds since July when I joined. The seller rep lied to me.

Jezra - I agree that I am backed into a corner but that does not mean I have to accept a  poor product for an  outrageous amount. I will keep complaining until Hughesnet fixes the product or I can find any other service at all.