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Cancellation Fee

Moderator
Moderator

Re: Cancellation Fee

joleenc,

 

I can reactivate your account for you or if you'd prefer, you can call in to have it reactivated. 

 

-Jay

Freshman

Re: Cancellation Fee

Okay then let's reactivate it and see if you can figure out what the issue is.

Highlighted
Moderator
Moderator

Re: Cancellation Fee

joleenc,

 

I have reactivated your account and based on your first message, you are having issues streaming and with gaming. 

I see that your primary streaming devices are connected to the 5Ghz network but it looks like they do not have a great connection. The first thing I recommend it connecting your devices to the 2.4Ghz network which has a much wider range than the 5Ghz option.

 

Concerning gaming, with satellite service, the data must travel up to the satellite and back (about 22,000 miles). This round trip adds about a half-second delay to the total time your computer takes to communicate with a Website or host server. That will prevent real-time, multi-player games from establishing or maintaining a reliable connection with the gaming server. So games like Fortnite will not work well on any satellite service due to the latency. As long as they aren't playing real-time, multiplayer games, they should have no issues enjoying their Xbox.

 

-Jay

Distinguished Professor IV

Re: Cancellation Fee


@Jay wrote:

The first thing I recommend it connecting your devices to the 1.4Ghz network which has a much wider range than the 5Ghz option.

I'd personally connect them to the 2.4Ghz network, but that's just me.  

 

Sorry, Jay.  I just couldn't resist.  Smiley Tongue 


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Freshman

Re: Cancellation Fee

Okay so I am connected to the 2.4 and I haven't been able to get on Hulu all weekend. I tried switching to the 5 and still no luck. I understand satellite is not the same as other internet providers but we did not have these issues with our previous satellite provider.
And I understand that there will be a lag with Xbox games, however I asked the saleswoman very specifically if it would be comparable to what we had before and she reassured me that it would. Its been problem after problem since we switched and I'm really disappointed in the fact that I was sold a product that doesn't work with what we need it to.
Distinguished Professor IV

Re: Cancellation Fee

@joleenc

 

While streaming with Hulu, are you being sure to turn off, or snooze, the Video Data Saver?  This is especially the case if the stream is in HD.  Please keep in mind, though, that streaming in HD is a very data intensive activity.  I don't know Hulu's data rates, but with Netflix the data usage is around 3GB per hour in HD, 700MB per hour in SD and 350MB per hour in LD.  

 

I am assuming that your previous satellite internet provider was ViaSat/Exede, being that HughesNet and ViaSat are the primary (maybe only?) satellite internet providers in the US.  If whatever game(s) is being played worked with ViaSat/Exede it should work with HughesNet, as the latency is practically the same, but there are no guarantees, as there are subtle differences between the two services. 

 

Can you give the names of a couple of the games you are trying to play, as there may be some people on here who have experience with those games on HughesNet.  This might help to see if they even can be played.  


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Freshman

Re: Cancellation Fee

Thank you for attempting to help...I truly appreciate it. 

I will check to see how I'm streaming videos on Hulu at work since I can't even connect currently at home. I know it's not an issue with Hulu because my account was used by my son on someone else's WiFi. Again, i shared with the salesperson what I needed the WiFi for and was reassured we'd have no issues as a family of 5 streaming videos. 

My kids play Fortnite and Pub G. Our previous provider was AireBeam (only in Arizona) and they were able to play the games with minimal lag. I don't play the games so I have no idea about it but they said the ping was at 100-200. Currently the ping is at 700-1000 and I watched them play and it jumps drastically. Almost like it's glitching out. 

Freshman

Re: Cancellation Fee

I should also mention that on my last call with Tech Support they had me change my NetFlix settings to a lower viewing option and the shows would play but they were horrible quality. 

Professor

Re: Cancellation Fee

Were the shows of bad quality during the entire showing? I ask because this happens to me too, but within a few minutes the shows play without any issues and they look very good in SD.  Ditto Amazon Prime.

 

I realise everyone's experience is different due to many different variables, but just wanted to throw this out there. 

 

*I am not a Hughesnet employee or representative. This is a customer-to-customer tech support community, and I am a customer.

 

@joleenc wrote:

I should also mention that on my last call with Tech Support they had me change my NetFlix settings to a lower viewing option and the shows would play but they were horrible quality. 


 

Freshman

Re: Cancellation Fee

I let it play for probably 15 mins of a 30 min show and it was really pixelated the whole time. Smiley Frustrated