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Poor service

New Member

Poor service

I feel like I've been lied too w there service
30 REPLIES 30
Moderator
Moderator

Re: Poor service

Good morning Danielle,

Welcome to the community and thank you for reaching out to us. Please post your modem's serial number, located at the back/bottom of the modem, so we may locate your account. Also please elaborate on your concern so we may better assist you.

Thanks,
Liz

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

New Member

Re: Poor service

There are multiple issues:


I ordered the service in October for multiple reasons.


My family does basic things with the internet, as explained when I first joined.  We search the internet/bank/shop etc... on occasion my husband watches a film and my daughter plays games and on occasion I work from home.  (Once a week or so)


 


I was given the same rate, I was paying with my previous service and was told I had to have a bundle package that included a home phone. I wasn’t thrilled but I was willing to try your services, not realizing I was being over promised and over sold  on the services.


 


I called twice within the first 2 weeks I had the service.  I became very frustrated with your automotive services and hold times.  An agent called me back and I explained that I was going to have IT look at my laptop as I thought it may have been an IT issue.  IT looked at it and told me it was a provider issue.


 


As a professional I work 8/10 to 12 hours per day.  Throughout the month, my service cuts in and out.   When I work from home, I am constantly being kicked off my internet sites only to get back on them. 


About 1 week ago, my husband attempted to watch a movie and couldn’t. 


 


I was billed 92 or 98 dollars when I was told the services would be approx. 65 dollars.     During the first several weeks, I apparently was receiving upgraded services (Which still were cutting in and out).


 


Our data plan is what we had in the 1990s, when I called to complain and express my desire to cancel the service, I was quoted a 600 fee.   I work 10 to 12 hours per day and don’t have a desire to spend time talking to a rep only to be transferred and then spend time speaking to a tech who reboots and poof the phone cuts off.  No one calls back.  The one time I received a call back, they called  me on my work phone in my office... Really.


 


I was also told I used all my data.... WHAT?????????  I’m a non tech person, I’ve exceeded my data plan really.  My last service I could spend 24/7 on the internet and was never told I exceeded my data plan.... I didn’t realize it was like a cell phone plan..... REALLY.  My son  came over (who works for a tech company) and stated the service was  poor.


 


Are service is slow and terrible.    I am now going to be working from home and find the service slow and spotty.  Constantly being kicked on and off line.  My boss has noticed I am not on instant messenger or drop out during our conversations. 

Moderator
Moderator

Re: Poor service

Thanks, Danielle. I've requested your sales call for a review. I'll post back once I have an update for you.

Your patience and understanding are much appreciated.

Thanks,
Liz

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

New Member

Re: Poor service

Thank you
Moderator
Moderator

Re: Poor service

Good morning Danielle, 

Are you using a VPN at home when you work? Using a VPN will decrease your speeds by 50-70%. If so, please disable your VPN and connect your computer directly to the HughesNet modem so we can evaluate exactly what speeds you are getting.

Please follow the steps here to set up a testmy.net account and run speed tests:
https://community.myhughesnet.com/hughesnet/topics/cant-use-the-hughesnet-speedtest-guide-for-testmy...

If you are getting unusually slower speeds than what your plan offers, then I can escalate your case directly to the engineers here at corporate.

Most important points:
-do the tests while directly connected to the HughesNet modem
-use the 12MB test file
-space each test at least 5 minutes apart
-post your results URL here, it may look something like http://testmy.net/quickstats/[yourusername]

You're currently subject to our Fair Access Policy, so your speeds have been reduced. I've sent you some complimentary tokens so you can restore your speeds for the purpose of running the speed tests.

Here's how to use your tokens: https://community.myhughesnet.com/hughesnet/topics/how-to-use-my-tokens

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Assistant Professor

Re: Poor service

Liz, at least on my end there is still a problem with creating a new account at Testmy.net. I get an error page.
Moderator

Re: Poor service

The link on their homepage is broken. If you go Sign In > Don't have an account? Sign up it works

Here is the direct URL

http://testmy.net/ipb/register/
Assistant Professor

Re: Poor service

Well that is certainly good for someone trying to sign up to know! Thanks Amanda, would think they'd have fixed it by now.
Moderator

Re: Poor service

It's probably our fault or something Smiley Tongue