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Sales Call Review

Highlighted
Freshman

Sales Call Review

we recently agreed to sign an agreement with Hughesnet after speaking with several salespeople and reading the webpages such as this one below on this page.

 

https://www.hughesnet.com/about/hughesnet-gen5

 

It clearly says I will experience "If you exceed your monthly plan data, you will experience reduced speeds, typically1-3 Mbps, until the next billing cycle."

 

I am a CISCO engineer who works constantly through the internet. my required speed is around 56kbps. or around 256 kbps for some jobs. I was told repeatedly that when my data plan was used the 20 Gbs no problem my speed would be reduced to 1 to 3 mbps. That 1 MBPS is still acceptable, however since having the internet for 2 months, we have found that even when I disconnected everything, and I use a fresh OS install connected by ethernet we get speeds WAY under 1 mbps.

 

When I contacted customer support I spent 6 hours of my time-wasting asking for them to check my connection only to have them refer me to the FUA.

 

I want someone to check our sales call and tell me why we are getting speeds way under 3, or 1 mbps?

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20 REPLIES 20
Highlighted
Moderator

Re: Sales Call Review

@icyman61,

 

Thank you for contacting us. Your grounds for this request are invalid until an actual issue has been determined and documented that conflicts with the information you received on your sales call. There are many things that could be causing slow speeds. Please let me know if you would like me to troubleshoot the service.  

 

-Damian 

Highlighted
Freshman

Re: Sales Call Review

invald?

 

I was told I would get 1 to 3 MBPS and I am not getting even 1 MBPS! Not even 1/2 MBPS.

 

So telling me I am going to get 1 to 3 MBPS and me not even receiving half of a Megabyte is not grounds for a sales call review?

 

Highlighted
Distinguished Professor III

Re: Sales Call Review

Who told you that you were going to get 1-3Mbps?  This is not a guarantee. 

 

According to the Fair Access Policy, "The speed of the Services may be reduced to as low as or lower than 1 Mbps." (Source:https://legal.hughesnet.com/FairAccessPolicyGen5.cfm)

 

 

icyman61 wrote:

invald?

 

I was told I would get 1 to 3 MBPS and I am not getting even 1 MBPS! Not even 1/2 MBPS.

 

So telling me I am going to get 1 to 3 MBPS and me not even receiving half of a Megabyte is not grounds for a sales call review?

 


 

 


 

Highlighted
Freshman

Re: Sales Call Review

The sales rep I spoke with and the webpage as i pointed out earlier. Im getting slower than 256kbps

Highlighted
Distinguished Professor III

Re: Sales Call Review

The webpage says that speeds are "typically" 1-3 Mbps.  There is no speed guarantee. 

 

I still think your sales call should be reviewed if it's available. 

 

icyman61 wrote:

The sales rep I spoke with and the webpage as i pointed out earlier. Im getting slower than 256kbps




 

Highlighted
Distinguished Professor IV

Re: Sales Call Review

@icyman61 

 

My suggestion for requesting a sales call review was because of what you stated you were told during that call.  Unfortunately, the request here also included unrelated information that muddled the reason for the request.  No web pages have anything to do with this sales call review request.  So, if I can make a suggestion, here's an example of what a sales call request should be, using your given info and describing the specific reason for the request....

 

"I'd like to request a sales call review.  During that call I was assured that I would receive speeds of between 1 and 3Mbps when I ran out of data, and I'm not getting those speeds.  I'm instead getting speeds of around 90Kbps and 180Kbps.  When I called about not receiving the speeds I was told I would they said that there was nothing that could be done, as speeds are not guaranteed.  Because of this discrepancy I'd like to have the call reviewed."   

 

Also, keep in mind that only the actual call in which the sale was made is recorded and applicable to this review request.


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Highlighted
Moderator

Re: Sales Call Review

@icyman61,

 

The information our Champions have provided is all correct. At the end of the day, our goal is to help you with your issue but there are certain protocols that must be followed, especially when launching an investigation. I have every intention of doing this after a technical issue has been determined and documented. 

 

In order to proceed, please private message me the phone number associated with your account. We are normally able to locate this information on our own, however, it appears your Community account does not have a SAN attached. This will not be a problem, it just requires an extra step which is for you to provide the account information privately.

 

-Damian  

 

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Moderator

Re: Sales Call Review

@icyman61,

 

 

Thank you for providing me this information. I was able to locate the account. After running diagnostics, it appears the equipment is fully operational, however, we are unable to run a remote speed test due to frequent time outs. This could be due to the fact that both your site location and Gateway location are experiencing heavy cloud coverage at the moment. This can interfere with the signal and our remote tools as well. In the meantime, I would like to get your speeds documented before I begin reviewing the sales call. Also, once I launch the investigation, I will be listening for guarantees of speed or any other misinformation that may have been stated. 

 

In regards to running the speed test on testmy.net, here are the instructions below: 

 

Please do these tests while directly connected to the HughesNet modem with a LAN cable (wifi must be disabled*, NO third party Router or Wireless devices can be used for testing) -use the 25MB size download test file ONLY.

 

-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/yourusername

 

For a more in-depth guide on running the tests, please visit: http://hninfo.us/speedtest *If you don't know how to disable the wifi in the HT2000W, read "How do I manage my built-in WiFi modem?" in this PDF: http://customer.kb.hughesnet.com/Documents/1041318-0001_a.pdf

 

Click "Save Settings" after unchecking "SSID Enable" for each of the four tabs individually (2.4Ghz, 2.4Ghz Guest, 5Ghz, 5Ghz Guest).

 

-Damian 

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Freshman

Re: Sales Call Review

sunny day, no clouds, I suggest you have one of the technicians use BirDog, I cant run test now.

 

But the issues your having show you that there is a site problem..

 

Have a tech use BirDog.