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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

If your Ping results are worse than 750ms, then this is abnormal.


jthill3
New Poster

Higher or lower than 750? I am not technical at all and do not understand the lingo but......I can check numbers,,,,,,,,,
jthill3
New Poster

Just got a ping number of 887 on Speedtest.net
williamtobler
New Member

A bit high, but OK


williamtobler
New Member

The larger number indicates a longer time to respond to the request for data.  A good cable or DSL number is around 10 to 50 milliseconds, while 750 millisecond (typical of satellite, and a natural result of physics) is almost 1 second to respond.
The problem occurs in certain kinds of communications that have a lot of "back and forths" which really pile on the seconds of delay.  Email is one of those.  Banking is another.  Fast gaming is impossible.

But downloads of movies should not.

In the Hughes speed tests, they have something called Internet Response which measures this.  Should be around 1 second or less.  I had initially much worse results.


BirdDog
Assistant Professor

What? I'm lost. Who's on first?
williamtobler
New Member

Enumerate your questions.


jthill3
New Poster

Dear Amanda - Official Rep -

I opened ticket # 102642562 last night with the details of the testing done yesterday. The Hughesnet reply told me to "get on the Community Board".......and that "Executive Care Customer Support" was still investigating the issue".....

I'm hurting here. Is there anyone at Hughesnet that can tell me what my problem is or not?

The Champions have helped me to get to this point - really without any help from Hughesnet.
jthill3
New Poster

Well I spent some time on the phone with hughesnet tech support . A speed test showed I was getting 20Mbps+ downloadspeed but when I tried to load the Hughesnet Support page it took over 35 seconds and she told me my router was not "receiving" so she forwarded me over to "Home Tech Support" (a Hughesnet Vendor). We spent a couple of hours on the phone and he remotely changed some settings on my Router and Modem. Don't have a clue what he changed but hoping it helped. no idea yet if things are better.
jthill3
New Poster

here are a few download tests just completed (about an hour after router and modem modifications by "Home Tech Support"....

jthill3
New Poster

Download test at 5:16 pm est

TIME arrow down                  SIZE   SPEED   USERPROVIDERTIDThu Feb 09 2017 @
5:14:08 pmDallas TX USarrow 12    MB6.29 Mbps 786 kB/sHughes Network history7CWcxvldnshare history
GabeU
Distinguished Professor IV

jthill3,

Make sure you are signed in.  It appears that you were not signed in during any tests run today.  The last test for which you were signed in was run at 8:28PM yesterday.  

The reason that you need to be signed in is so that the test results can be attributed to you.  
 
jthill3
New Poster

here is the Results page with only tests by "jthill3". I just now ran a new download and upload test

jthill3
New Poster

here is the link to the results page http://testmy.net/quickstats/jthill3
jthill3
New Poster

I checked the EXCLUDE box like you talked about doing so only my tests would show up
GabeU
Distinguished Professor IV

You're going to need to click on that "exclude" thing on the lower left again.  Your results in the pic you posted above are showing some tests that aren't yours again.  

Chances are the tech had you clear your cache, so that's why you weren't still signed in and that's why you need to click the "exclude" button on the lower left again to get rid of the test results that aren't yours.  All of those in yellow aren't yours.  
 
GabeU
Distinguished Professor IV

Ah, good. I just posted about that. LOL.
jthill3
New Poster

ok - but the last download and upload were run when I was logged in
jthill3
New Poster

looks like the yellows ARE test I ran...I double checked what I did yesterday
jthill3
New Poster

at least the ones yesterday from 8:00am til about 8:30pm were mine
GabeU
Distinguished Professor IV

I see that.  Just make sure that you run some this evening to see if what the tech did made any difference.