About lighthope1

Contacted tech support on Friday for sluggish evening speeds with upload dropping to 134kbps.   After some checking, the tech support said Advanced Support would call me.   Four days later, no one has contacted me.   *sigh*   Case number is in the subject line ... View more

Having trouble with connections tonight. Some sites are okay. Some slow.  Some can't connect at all.   speedtest.net timed out during the download test.   testmy.net speed was 3.2 mb download and upload was 366 kb  Yes, kilobytes!   Ping is averaging 1255ms with a signal strength of 130 ... View more

When Gen5 plans were announced, I thought they were still pretty stingy with their data allowance.  And now that Excede is starting to offer 150g plans, that sounds a lot better.   Plus the fact that I'm still pretty miffed at the horrible service I got when they misaligned the dish. (Three seperate no-shows from the tech was it?)  So I am looking for any reason to dump HughesNet.   They say in about three years or so, tech is moving to low-orbit satellites (probably not ready for widespread use for 8-10), so we have that to look forward to.  :)   But yeah, HughesNet really needs to re-evaluate their plans.  If (and that is admittedly a pretty big "if") Excede opens up 150g in my area, I am so going over to them! ... View more

Where can I find the utility to find my hour-to-hour data usage?   I downloaded a large file during the bonus period, but it looks like Hughes charged it to my Anytime data. ... View more

Okay, I'm seeing my Ping time has been going up over the last month.  Was 700, now it's up to 1200.   Want to get a handle on this before it hits 5000 like it did before on Gen 4.   This started happening before my dish was repointed, so this seems to be a different issue.   This increased ping time comes from steady-stream connections.  (Meaning continually downloading/uploading)  Not from single hits.  So running speedtest.net will show 700 or so. ... View more

This is a follow-up to the threads 'Signal strength is 38" (https://community.hughesnet.com/t5/Tech-Support/Signal-strength-is-38/m-p/77020#M54996) and "Installer no showed twice" (https://community.hughesnet.com/t5/Tech-Support/Installer-no-showed-twice-doesn-t-return-calls-Now-claiming-he/m-p/77504#M55304)   So here is the complete order of events.   When I upgraded to Gen 5, installer VSat came out and pointed dish at tree.  Signal was in the 60's.  Installer said he didn't know what a good signal was.  I said the dish needed to be moved, that springtime growth would interfere with signal.  Installer said he was not authorized to move dish and that signal was good enough.   As Spring came, growth reduced signal to 32.  I contacted HughesNet and that scheduled an installer (VSat again) to come out.   Appointment was set for between 11 AM and 1 PM.  Installer called at 8:50 PM and said he was 45 minutes out. I said that was too late.  Installer said his office would call to reschedule an appointment.   No one called.  I called VSat.  They didn't return the call. I called VSat again the next day. They never returned the call.   I called HughesNet and they rescheduled the appointment for 5-10 between 11 AM and 2  PM. Again, apparently with VSat.   At 4:30 PM on 5-10, installer called and said he was 45 minutes out.  Installer no-showed again.   I called Huguesnet today at 9 AM.  They said they called the installer and the installer would call me. They never called.   I called Hughesnet again at 1 PM.  They said they would call the installer and have the installer call me. They never called.  HughesNet did say that my issued has been raised to "executive level," whatever that means.   I called Hughesnet at 3 PM.  They said installer reported that installer came out to my house.  They never came out.  The installer appers to have lied.   On Friday morning, VSat called me out of the blue, saying the dish needed to be moved to another pole we had (from 11 years ago) and that some trees needed to be cut down.  I said I would cut the trees down and call him when that was done.   On Friday evening, another installer showed up, My Internet.  He did not come with a pole to move the dish.  He, too, pointed to the old pole we had and said trees needed to be cut.  I said I would cut them and call when that was done.   On Sunday, I called My Internet and said the trees were down.  My Internet scheduled an appointment for Monday, around 6 PM.   Installer NO SHOWED AGAIN!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!!   Contacted My Internet.  They said they would not send anyone until Sunday.   I called HughesNet to try and get someone else.  Asked to speak to a supervisor.  Talked to someone named Keyna.  She said she would call me the next day to let me know what was happening.   SHE NEVER CALLED!!!!!!!!!   Called HughesNet again.  Talked to Christian.  He would not stop following the script, would not think for himself.  Asked to speak to a supervisor.  He put me on hold, never got the supervisor, but did start to think for himself and tried to help.   In the end, HughesNet refused to find another installer.  Said they could only use the installers on some list.  Even though there was a HughesNet installer in my town, they refused to use them.   Yesterday, an installer came out.  Turns out, the dish never needed to be moved.  I never needed to cut down those trees!  The dish was pointed in the wrong direction. Turning the dish and cutting some small trees and a bush did the trick. Signal strength 123.   tl;dr Three No Shows, one comes without proper equipment, HughesNet refused to call an installer who could do the job immediately (especially after no shows), and cut trees that didn't need to be cut.  This was the worst customer service experience I have ever seen!   HughesNet has offered me a credit of $30/month for three months. That pays for the two no-shows.  (Actually, that only pays for one no-show)  I expect a further credit for the additional no-show.   Alas, HughesNet is the only internet in the area, so all I can do is jump up and down in frustration.  Maybe when Excede comes to the area, they may be a better choice.   HughesNet should be ashamed of themselves.   ... View more

This is a follow up to my previous thread https://community.hughesnet.com/t5/Tech-Support/Signal-strength-is-38/m-p/77020#M54996   Installer (VSat) was supposed to arrive 5-4.  (I had said I wasn't given enough notice for the appointment and needed to change it, but I wasn't able to get hold of anyone to change it.  Turned out I was able to be home, so I never cancelled or changed the appointment.)   Installed did not show up. He called me at 8:50 PM, saying he was 45 minutes away.  I said that was too late and he needed to reschedule.  Installer said he would have the office call me the next day to reschedule.   No one called.   I called his office and left a message.  No one called me back.   I called the next day and left a message.  No one called me back.   I called HughesNet and they rescheduled the appointment for 5-10 between 11 AM and 2  PM. Again, apparently with VSat.   At 4:30 PM on 5-10, installer called and said he was 45 minutes out.  Installer no-showed again.   I called Huguesnet today at 9 AM.  They said they called the installer and the installer would call me. They never called.   I called Hughesnet again at 1 Pm.  They said they would call the installer and have the installer call me. They never called.   I called Hughesnet at 3 PM.  They said installer reported that installer came out to my house.  They never came out.  The installer appers to have lied.   Now HughesNet is attempting to reschedule YET AGAIN the install, this time for Friday, May 19.  Another whole week I have to wait.  They said the "distributor" (or whatever) will call me tomorrow to talk to me.  We'll see.......   So, at this time, I have horrible internet with a signal strength of 31.  Internet is mostly out with moments of barely any connectivity.   I had to wait two days at home for the installer to not show up. Plus it will be another day for them to eventually come out.  (If they bother to show up)   HughesNet is telling me again that the installer will call me back. Yeah, sure.   Look, there is an installer in town.  House of Music in Colville, WA.  Why can't I just deal with them? They are local, it's a small town so we don't screw each other over.  (Small town people don't do that.  Everyone is a neighbour or knows your neighbour.)  Why do I have to keep dealing with an installer who is such a flake?   I can't believe how much trouble HughesNet seems to be going through to make this harder than it needs to be.   So at this time, HughesNet has offered me $30 a month discount for three months.  This is an acceptable payment to me for the two days I had to wait at my house for the installer to no show.  They also just informed me they will make other "adjustments" to my bill, but did not specify what that entails.   Remember, it is not enough to be sorry when you've done something wrong. You must correct what you did.   Why are you subcontracting to this installer company when they provide such terrible service? ... View more

Is my signal strength really supposed to be that low?   I remember when the installer came out to upgrade to Gen 5, he said he wasn't sure what a good signal was.  It was in the 60's when he finished. (I think it was in the 60's.)   But a 38 signal strength seems awfully low.   Did my gateway move?  Speedtest.net is defaulting to LA now. Used to be somewhere back East.  (Stop supporting California and their high taxes and regulations.  Move out of that State.)   Speedtest results seem good.  Ping 608, DL 41.26, UL 3.16   Am seeing some higher pings at night again.  900. Sometimes 1000. ... View more