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Who can be contacted to fix a problem?

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snonh
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Who can be contacted to fix a problem?

I am so aggravated and frustrated!  I cannot get thru on the phone, either I'm disconnected or cannot understand the Indian representatives in the Philippines, and I spent 50+ minutes on the phone in one call and interminable time on other calls.  I cannot get beyond the menu when I call customer service and when I tried to make contact online I received the message that a technical error had occurred and to try again later.  HOW do I get through to a representative in the US?
 
A technician came this morning to reset the direction of the receiver on the roof and told me to contact support an hour after he left so that his notes would be on record.  My upload and download speeds are barely available.  I was told to test the speed, again by someone in the Philippines, 9 (nine) times, the result the same each time.  The technician who arrived this morning told me to ask that the call be transferred to the US with an English-speaking representative.  I've been told just within this hour that they cannot transfer the call.  Should I stop paying my bill in order to get someone's attention?  I am not receiving any service and haven't been able to contact anyone for well over a month.
 
Will some please either call me  or email me..  Because of these very low upload and download speeds I have used up my monthly data and need to get more data, change plans, or upgrade to Gen 5.
 
Along with my other complaints, I have bought tokens to replenish my data 3 times, $27.00, and none of that has been applied to my account, but the charges are **bleep** sure on my credit card
1 REPLY 1
GabeU
Distinguished Professor IV

This really should have been posted under techinal support so more people would see it, including the mods.  Perhaps the moderators will see this and respond, or perhaps move this thread to tech support and possibly respond there, as well.   

 


@snonh wrote:
 
Will some please either call me  or email me..  Because of these very low upload and download speeds I have used up my monthly data and need to get more data, change plans, or upgrade to Gen 5.

Slower speeds do not cause you to use data more quickly.  The opposite is the case.  

 


snonh wrote: 
Along with my other complaints, I have bought tokens to replenish my data 3 times, $27.00, and none of that has been applied to my account, but the charges are **bleep** sure on my credit card

You may have to sign into your account and go into token management to "use" the tokens you just purchased in order to have them added to your token data bucket if they have not automatically been added to such after the purchase.  The token data you buy doesn't get added to your Anytime Data or Bonus Bytes, but rather the token bucket and is drawn from that once you have depleted your normal data amount (for whatever time period you are in (Anytime and Bonus Bytes)).  

 

To address the speed issues, there needs to be some speed tests done, and with a certain protocol.   If you have run some tests at testmy.net and have your testmy.net Results page URL, you can post that so your test results can be looked at.  But, even if previous tests at testmy.net have been run, they need to have been run using the proper protocol, so you will need to do the following....

 

http://testmy.net/

 

 

To help the Hughesnet Customer Service Reps get a head start on your speed concerns, you should create a testmy.net account and perform 3-5 tests during different parts of the day. Then share the account results link with us here.

Please keep in mind that Hughesnet will only accept testmy.net and the official Hughesnet speed test results. Tests from other sites like speedtest.net are not accepted due to the compression technologies and latency that satellite deploys.

Most important points to remember during this test:
-do the tests while directly connected to the HughesNet modem with a LAN cable (NO third party Router or Wireless devices can be used)
-use the 12MB size download test file ONLY if on Gen4 Service Plan
-use the 25MB size download test file ONLY if on Gen5 Service Plan

-If testing upload instead of download, you must use a 4MB size upload test file
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/C0RR0SIVE


For a more in depth guide on running the tests, please visit: http://customer.kb.hughesnet.com/Pages/7001.aspx

The Reps are on M-F from approximately 8AM to 5PM Eastern. They will be the ones to address your speed issues, but they will need these tests to do so.

   


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