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

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jthill3
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
williamtobler
New Member

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.


jthill3
New Poster

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)
williamtobler
New Member

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.


jthill3
New Poster

Thanks for the help understanding.
maratsade
Distinguished Professor IV

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.
Amanda
Moderator

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
jthill3
New Poster

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.
jthill3
New Poster

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. 
jthill3
New Poster

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.
Gwalk900
Honorary Alumnus

In respect to price and performance you simply can not compare a satellite connection to any ground based service.

The cost basis is entirely different as well as the fact that there are capacity limits to a machine in orbit.

Dollar-wise terrestrial based systems in your local have already made their decision to not serve your area despite a much lower infrastructure cost plus the ability to use that infrastructure decade after decade.

As a comparison consider that Echostar17 is said to have had a price tag of about $500 million dollars plus launch and insurance costs. To that add the costs of building and maintaining the 17 Gateway facilities and 2 NOC's.

Add to that, that the satellite has a mission life of about 15 years and then requires replacement.

There is no way to repeal the speed of light (read latency here) and there is no way to expand or repair a satellite once it is designed, built and placed into orbit 22,300 miles up.

They can add another satellite ... and they just did on December 18th. It is still undergoing testing.

This isn't Cable, FIOS, DSL or a WISP or cellular connection and it can't be made to perform like them.

There are a lot of things that can done to improve performance on your end such as ad and video auto-start and video pre-fetch blocking.

Being mindful of the number of concurrent connections that are established within your network can make a difference.

As to the "system being down" have you looked at the modems internal SCC (System Control Center) at 192.168.0.1 to see if you have any current "conditions" or errors?

(Click on pictures for larger images)



Sometimes the answer is as simple as toggling Web Acceleration or doing an MBX Reset:

If you have another option, take it.

If not, learn the products strengths and weaknesses and how to get the most from it.

 

Amanda
Moderator

Hello jthill3,

Thank you for waiting. I was able to review your sales call where the plan offering was pitched and some promises were made. After hearing what you would be doing with the service, I believe our sales representative set a false expectation of the services we provide. Additionally the agent provided some information that is no longer part of our business model. We will have the sales representative coached and ensure that he is aware of our current offerings, as well as making sure that he understands what our services can and cannot do. Previous calls for this agent will also be reviewed to see if there were any related offenses.

With that said, I would like to extend the offer to you to cancel your services with no early termination fee because I believe we do not have a service plan that would meet your data usage needs. Please let me know if you would like to cancel your services and I can provide you more information.

Thanks,
Amanda
Gwalk900
Honorary Alumnus

jezra,

Agreed, however off the top of my head I can think of 10 reasons for poor performance, 8 of those would be due to subscriber controlled items.

As always proper troubleshooting is required.


GabeU
Distinguished Professor IV

Is this one of those future type messages (signing up in July 2017) that we'll all look back on in August and say, "How did so and so know?"  

Sorry, I couldn't resist.  🙂
 

Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
jthill3
New Poster

Great so now it is my fault? I am not a computer guy - how am I supposed to figure it out? It was a Hughesnet installer who put this in. So, send them back out here and figure out why my speeds are so slow.
jthill3
New Poster

I will take up up on your offer as soon as I can find another provider but not until then.
GabeU
Distinguished Professor IV

For the money I am paying, I should not HAVE TO MANAGE my data.
Well, actually, yes, you should have to, just like any other person on the face of the earth that has an ISP with a data cap.  Hughesnet sells you the data, but they don't control how you, or your devices, use that data.  That's YOUR responsibility.  

With that said, there are many things that can be done to reduce data usage, with the biggest one being cutting down on the streaming, and when you do stream, do it in SD or LD, NOT HD, as HD can use up to 3GB per hour.  

There are other things you can do, as well.  Do you use a Mac or a PC?  If a PC, what operating system (version of Windows)?  What devices, besides a Mac or PC, do you have connected to the service?  Do you have a DirecTV receiver connected (a really bad idea)?  
 

Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
GabeU
Distinguished Professor IV

For the money I am paying, I should not HAVE TO MANAGE my data.
Well, actually, yes, you should have to, just like any other person on the face of the earth that has an ISP with a data cap.  Hughesnet sells you the data, but they don't control how you, or your devices, use that data.  That's YOUR responsibility.  

With that said, there are many things that can be done to reduce data usage, with the biggest one being cutting down on the streaming, and when you do stream, do it in SD or LD, NOT HD, as HD can use up to 3GB per hour.  

There are other things you can do, as well.  Do you use a Mac or a PC?  If a PC, what operating system (version of Windows)?  What devices, besides a Mac or PC, do you have connected to the service?  Do you have a DirecTV receiver connected (a really bad idea)?  
 

Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
GabeU
Distinguished Professor IV

Ugh.  Double posts.  

Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
jthill3
New Poster

Jesus - folks - do you think I have not tried everything that I know how to do - called everyone who could help but they didn't - emailed everywhere I could to get help?

Because I am not a Computer guy does not make me stupid.

I am all for trouble shooting but someone else has to lead that knows what to do and what we are looking at.

I don't know MBPS from a lug nut. I am doing good to run the Speed Test.

I would prefer that unless someone can tell me what to actually do and guide me through this to test and resolve my data speeds, please stay off this thread.

So far I have been told to trouble shoot it. OK how?, trouble shoot what?

I have been told to cancel my subscription.

I have been told to learn the product and deal with it.

No one has offered to guide this non-tech, non-computer guy through what can be done.

Hughesnet and the Champions need to understand there is a world of us "everyday Joe, non-tech users" trying to use this product and I am the poster child for that group.
GabeU
Distinguished Professor IV

jthill3,

I didn't ask you the questions I did for the heck of it.  I asked you those questions because I/we need to know what you use with the service in order to be able to help you with cutting down on the data usage.  Computers and other devices can use data that you don't know they are using, but until we are aware of what devices you use, it makes it difficult in helping you to cut down on that usage.  

I'll ask again...Mac or PC?  If PC, what version of Windows?  What other devices, if any, do you use with Hughesnet?  Do you have a DirecTV receiver connected to the service?  

For my part, I am only trying to help you with your data usage issues, not your speed issues. 

Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro