About Liz

Good morning Mari,    Thank you for confirming that performance has improved. Engineering made a network adjustment Thursday night to address intermittent connectivity concerns. Please don't hesitate to reach out again if you have additional concerns.   ... View more

Thanks Spike. Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns. Thank you for your feedback, I'll send it up to management, this helps us improve.      ... View more

Hi prsmart,   Thank you for letting me know. I'm digging into this, there seems to have been an RMA system issue that was recently resolved. I'm checking on the status of your modem. I do apologize for the delay, rest assured we'll get the replacement modem out to you.   Your patience and understanding are much appreciated.   ... View more

Good morning BA_87,   Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.   ... View more

Good morning Spike,   Thank you for your response, I totally understand where you're coming from. I've already requested permission to review the call myself after I received the sales center's response. As the others mentioned, we don't share call recordings, but I will listen out for any VPN discussion or anything that does not sit right on the call.    Your patience and understanding are much appreciated while I investigate your concern further.   ... View more

Hi Spike,   Thank you for your patience while your sales call was reviewed. The call review findings are as follows:   After reviewing the call, there was no discussion regarding the customer working from home our needing the service for a VPN. We do require our agents to probe the customer about VPN usage (and provide a disclosure describing the 50-75% slowdown if necessary) if the customer mentions working from home. All terms and conditions were read to the customer and they did not have any questions prior to giving consent to process the order.   To be sure, I followed up with a question about discussing your wife working from home, and the reviewer's finding was:   There is no mention from the customer on the call that their wife would be using a VPN or working from home.    Based on these findings I wouldn't be able to waive the Early Termination Fee, as it is a valid charge. I do apologize for this inconvenience, VPN usage and the latency inherent in satellite technology just does not provide optimal performance. If you need to cancel, it must be done over the phone at 866.347.3292. If you have any additional concerns, please don't hesitate to post back so we can address them for you.     ... View more

Hello dodsondj87,   Thank you for the additional tests, this is really helpful for our escalation to engineering. Once I have any update to share, I'll let you know.   Your patience and understanding are much appreciated.   ... View more

Hi BA_87,   Thank you for running the tests, the link worked! We'll take it from here and post back once we have any updates to share.    Your patience and understanding are much appreciated.   ... View more

Hi Jebarnette,   Thank you for checking in, we're hoping for an update soon. We've inquired with management and are awaiting to hear the status on this general engineering update.    Your patience and understanding are much appreciated. ... View more

Hi Mari,   Thank you for your updates. Engineering is aware of this and we've informed them that the disconnects are still persisting and have asked for an update. Once we have news to share we'll let you know.   Your patience and understanding are much appreciated.     ... View more

Thank you for this update, darrin.simon! Please don't hesitate to reach back out, we're here if you need us.   ... View more

H Spike,   I'm glad you found the community, thank you for posting. As BirdDog pointed out in our FAQ, VPNs will slow down speeds significantly, so that's why we don't recommend their use. As for your sales call we can certainly request for it to be reviewed. I'll post back once I have an update on the review findings.   Your patience and understanding are much appreciated.   ... View more

Good morning IntoTheWoods,   Thanks for posting and providing a detailed description of your experience. I've pulled up your account and run diagnostics on your site to check on the HughesNet equipment's ability to communicate with the satellite-- all looks OK.    Can you please post your test results URL for your account on testmy.net? It should look like testmy.net/quickstats/yourusername   Were these tests run while directly connected to the HughesNet modem?   Your cooperation, patience, and understanding are much appreciated.   ... View more

Good morning dodsondj87,    Thanks for posting and welcome to the community! Thank you for running these tests, this is a good start. At first glance, the tests show that your speeds are OK, with that one exception at 8:04 pm. Since you're reporting that slow speeds start after 6 pm for you consistently, I suggest running another batch of tests when you experience this slow down so we can see the speeds reflecting this. As indicated in Gabe's post, please run the tests while directly connected to the HughesNet modem.      Please check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.   Your cooperation, patience, and understanding are much appreciated.   ... View more

Thanks, Olimpia!   ... View more

Hi,   We are anticipating a general update from engineering regarding the latest concerns with network performance. Once we have news to share we'll post back.   Your patience and understanding are much appreciated.   ... View more

Hi WilliamHolland,   Thank you for your results URL, I'll go ahead and escalate your case to engineering. We are supposed to be getting a general update from them this week regarding network performance. Once I have any updates to share, I'll post back.   Your patience and understanding are much appreciated.   ... View more

Good morning Mari,   I'm sorry to hear they are persisting. Our engineers are aware and currently working to address this. Once I have any updates to share I will post back.   Your patience and understanding are much appreciated.   ... View more

Good morning BA_87,   Welcome to the community and thank you for posting.   So we can begin addressing your speed concerns, please create a testmy.net account and run 3 tests when you normally experience a slow down. Post your test results link here in your thread. 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 25MB size download test file ONLY if on Gen5 Service Plan -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   Your cooperation, patience, and understanding are much appreciated. Looking forward to hearing back.   ... View more

Good morning darrin.simon,   Thanks for posting and welcome to the community! Engineering is aware and currently working to address this. Once I have further updates for you I will post back.    Your patience and understanding are much appreciated.   ... View more

Hi William,    I'm glad you found the community, thank you for posting. I've pulled up your account and run remote diagnostics on your site and everything looks good as far as the HughesNet equipment is concerned.   So we can begin addressing your speed concerns, please post your testmy.net URL so we can review all your speed test results. If you don't have more speed tests, please create a testmy.net account and run 3 tests during the times you notice a slowdown. Post your test results link here in your thread.   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 25MB size download test file ONLY if on Gen5 Service Plan -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   Your cooperation, patience, and understanding are much appreciated.       ... View more

Hello Psyche3535,   I'm glad you found the community, thank you for posting.   After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Tuesday, Dec 12, 2017 between 11:00 AM-02:00 PM. Call us at 866.347.3292 and reference case #108094985 if you need to reschedule. Please let us know how the site visit goes.         ... View more

Hi Mari,   Right now, your connectivity concerns don't seem to be related to what was happening this morning. Can you please confirm the state code number you saw when you had no connectivity?   Your cooperation, patience, and understanding are much appreciated.   ... View more

Hi C0RR0SIVE,    Thanks for looking into this, this could be useful for engineering. Speaking of which, has someone reached out to you about that on FB?   ... View more

Good morning t.steven,   Thank you for checking in, not sure what happened, but I've placed another order for the modem. You can track the status here: rmastatus.hughesnet.com You'll just need your SAN and zip code.   I do apologize for the wait. Please let me know how this modem works for you.     ... View more