Jay..
Thanks for responding. I also run constant speed tests at test my and it does show all is good there and that's why it's so confusing.
It's the same issues we had before and were only corrected previously for about a month and it all started again. Very slow loading of
sites, sometimes not at all. The internet completely dropping out at various times requiring a hard reset every time. There are even times
the transmit and recieve lights go out on our modem and we can do nothing at all and this can last any where from a few minutes to a few
days. When the HughesNet tech out last time he discovered we had the wrong modem for Gen 5. When we upgraded to Gen 5 in April of
2017, the idiot installer left us with the old modem for Gen 4. But that's when all our problems started, when we upgraded to Gen 5. Never had
any of these issues when we had Gen 3 or 4.
If i can remember how to, I will send you a private message for our billing info.
Well, we did get an explanation on why our card is no longer accepted for auto pay. It was an explanation but makes no sense since the card was fine for 7 years
and now all of a sudden isn't. So now we have to call the idiot Customer Service People every month to make our payment AND the horrible internet service we
have been receiving every since we went to Gen 5 now costs us more every month since we aren't on auto pay anymore. Not going to speculate on why this has
happened, but have an idea.
As for our service....Our issues did get escalated up to a SUPPOSED Advanced Tech and they did call us. Unfortunately, the so called Tech had no clue and
all she did was install some updates she said that the engineers were aware of an issue with the service and working on. Then the Tech had us run a couple
speed tests and it was amazing, but in a bad way. The test showed us in the low 20'sMbps which is fine but she said they were showing 35Mbps on her end.
I was suspicious at that point and she had me run another speed test. Here's the kicker, I UNPLUGGED the modem and told her I ran the test and gave her
the same number we got the first time and she said it was showing 36Mbps on her end. Now, I'm no expert but have no clue how she got any speed reading with
the MODEM OFF. When I brought it up, she didnt say another word about the issue and said I have to wait 30 days to see if the updates do any good. She did
throw us bone and gave us a 1 month credit on our bill for next month. It's appreciated but doesn't make up for the 226 days we have been without service since January
1st of this year. So now we have to wait a month, come back on here and get our problem escalated again so they will call us. What a pain this has been since
we went to Gen 5. Never had this issue with Gen 4.
Bounceback2p,
As I said in our private messages, our engineers are hard at work on the issue and once the updates are rolled out, the problem should be resolved. I will be sure to update you once the updates have been rolled out!
Your patience and understanding are much appreciated.
-Jay
I have seen other members of the community indicate that prepaid cards do not work. I work for a CPA firm and help companies with payroll, so I'm aware that payroll cards are most times considered "prepaid" because they don't accept recurring transactions. The way that cards are recognized as prepaid is by the first six digits (the BIN) and perhaps the BIN on your card changed from one to the other, causing the payment method you prefer to reflect as one that is prepaid? If the other card number hadn't changed in 7 years, it wouldn' have fell under the umbrella regulation that prepaid cards use a specific BIN that identifies them as such.
Just a thought. Keep in mind that if someone hadn't taken advantage of prepaid cards to get out of paying the company, they would be accepted. I can be certain it is nothing personal, at least. It sounds like they are looking into your service issues so hopefully all will be well!
CPA,
No, that's not the case in this situation. The first 8, yes 8, numbers did NOT change. Only the last 8 numbers changed. I get the fact that
prepaid cards are a disaster to companies. Our card HAD to be replaced due to the number being HACKED thru HughesNet to begin with
and nobody seemed nor still seems to be concerned about that fact.
As for our service issues, all we've gotten is excuses and blame on our computer. Supposedly the engineers are working on upgrades
that are suppose to help with that. We are just waiting on notification of when they go into effect. Probably will be waiting until the cows
come home for those. We have just reserved ourselves to the poor internet service we have gotten ever since we upgraded to Gen5
20 months ago and don't expect anything to be done.
Thanks for taking the time to reply, much appreciated.
Bill & Reta
Bill and Reta,
I do have an update on your current situation. We believe we have a resolution for your issue with slow performance and we would like to send a technician to fine tune your HughesNet system at no cost. Please see my most recent private message to schedule an appointment.
-Jay
Bill & Reta,
The Service Order has been placed and the technician will be contacting you by phone to schedule the appointment!
Your patience and understanding are much appreciated.
-Jay
