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About lighthope1
since
11-03-2015
Sunday
lighthope1
Junior
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02-27-2018
03:00 PM
@David Clarke wrote: That is a calm, rational well thought out approach that I have been following up to this point. I know I have called at least 20 times, run hundreds of speed tests, rebooted my modem and computer countless times, had technicians show up as well as not show up and I still don’t get what I pay for. Be sure and document everything you have done, including those no shows. The more records you have, the better.
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02-27-2018
02:35 PM
@David Clarke wrote: So what is the acceptable speed with a “up to 25mbps” package? That is the million dollar question. Ask a hundred different people and you'll get a hundred different answers. As a consumer, reasonable is what you're willing to put up with before you stop doing business with them. Legally, reasonable is what you can convince a judge it is. That not only depends on the judge, but the day of the week and the mood he is in. Your best bet is do whatever you can to help HughesNet resolve your problem. Give them the data they need. Keep following through. Don't be a pest, but don't let them forget. The more reasonable (see, there's that word again) you are, the more cooperative you are, the better case you have if you ever have to take things to the next level.
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02-27-2018
12:48 AM
1 Kudo
@maratsade wrote: "Up to" is not false advertising -- it's standard with ISPs (not just Hughesnet) and it reflects technology and reality. I wish we could do away with the "up to" argument. It reflects a lack of understanding of consumer law. A company can not advertise "up to 25 mbps download," deliver 0.3 mbps download, and then claim "well, it's 'up to.'" Courts will apply what's called a "reasonable test" to any contract. If they promise one thing, but caveate it behind a qualifier, a Court is going to ask if their caveate is reasonable. Advertising 25 mbps and delivering 20 mbps is reasonable, as long as they hit that 25 mbps at times. Advertising 25 mbps and never hitting that number is not reasonable. That could fall under false advertising, even with the "up to" qualifer. Consumer Protection agencies are really picky about stuff like that. Advertising 25 mbps and delivering 1 mbps for part of the day and 25 mbps for another part of the day probably wouldn't survive a challenge either. Please understand before people start banging on that Reply button and racing to rebut this. I am not accusing HughesNet of anything. I am just throwing out examples I pulled from the air. HughesNet knows Consumer and Contract law very well. They aren't advertising a speed they aren't trying to deliver. That would be foolishness. I just want to kabosh this "up to" argument that gets far too much play without really understanding what it means in a legal sense.
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02-22-2018
11:23 PM
2 Kudos
Follow up: Finally got to talk to someone from Advanced support yesterday(!). After some testing, they are sending out an installer to check the dish. I told them that since the problem of bad speeds only happens in the evening, it can't be a dish problem. But they want to send one out anyway. For free. Advanced support said it may be a beam problem, may be a number of problems and that it could take time to isolate. The nice thing is Advanced Support gave me enough information (and believeable information) that I was satisfied with the call. That I believe AS wants to fix the problem, even if it isn't quite the quick fix that I want. Of course, all us people want is the problem resolved. The hows, whys, and reasons why not are not really our concern. But some things do take time. A reasonable amount of time. Anyway, what's interesting is that every time I talk to support, the speed problem disappears for a couple days and then comes back. Strange. This may all be moot. A terestrial internet company came to my place the other day and they were able to get a signal. So I just have to wait for the snow to melt and I might be able to get off satellite. Yeah!!!!!!!!!!!!!!! Fingers crossed.
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02-11-2018
04:58 PM
1 Kudo
@maratsade wrote: "What criteria did they use to rate HN as the "No 1 service provider of satellite internet"? I didn't see what standard they used. " The report is titled Measuring Broadband America. It's 78 pages long and may provide all of the answer you seek. It can be found via a Google search, as can all the data that can answer your other questions and concerns. I read the report and nowhere did it say HughesNet was the "No 1 service provider of satellite internet," which is what you claimed. Perhaps I missed it. Could you dig up the relevant quote, since the burden of proof is on the one making the claim. I will, however, quote some parts of it. Mind you, I am only quoting for HughesNet, not anyone else. So no comparisons are being made or claimed. This report is also from 2016, a bit old. But the most recent one. Hughes’ actual vs. advertised speeds ratio went down from 203% to 152% The best performing ISPs, when measured by this metric, are Optimum, Charter, TWC, Verizon-Fiber and Hughes; more than 85% of their panelists were able to attain an actual median download speed of at least 95% of the advertised download speed On the other hand, the performance during the testing period of both Hughes' and ViaSat’s satellite-based services and Frontier’s fiber-based service deteriorated this year Hughes whose packet loss increased from 0.2% to 0.8% Nowhere, absolutely nowhere, in this report did it call HughesNet "number one" at anything. Fair note: This report was written before Jupiter 2 (I just love that they called it that even though I am not a fan of the show!) was launched. I expect that things are quite different now. Would be interested to read a more up-to-date report.
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02-11-2018
03:56 PM
1 Kudo
@lake_woman wrote: @lighthope1 Please tell me more about ViaSat. ViaSat is another internet satellite service. HughesNet's main rival. Used to be called WildBlue, then Excede (or some spelling). They just launched another satellite, ViaSat-2 and it is opening up this week, going national by the end of the month. So they say. Unlike HughesNet, they offer plans that don't throttle you until you hit 150gigs. Rather than divided by data, their plans are divided by speed. Faster speed == more money. Am told they are planning a third satellite, ViaSat-3, in a couple years. Mind you, it is a satellite internet company, and they have problems with conjestion as well. Go to their forums (https://community.viasat.com/viasat) and you'll see complaints there too. But nothing like the hostility you see directed toward HughesNet. I don't know if that is because they provide better service, because their customers are happier, or if their moderate their forums more heavily. Go and look for yourself and make your own judgement. Even if HughesNet hadn't messed up their recent tech support issue with me and earned a subsciption cancellation, I still would be leaving them. That 150g data plan rollstomps HughesNet.
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02-11-2018
03:39 PM
1 Kudo
@lake_woman wrote: I have had 100% success in going straight to corporations on Twitter. I tried using the phone and emails and their support sight. When I found they were on Twitter, all it took was one tweet and I got results. I can only hope that I can get the same results with Hughes. It is worth a try. I'll have to remember that. Though with ViaSat opening up nationally in a couple weeks and offering 150G unthrottled, I'll be gone from HughesNet very shortly. So it may be moot.
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02-11-2018
02:39 PM
Glad you got your internet fixed. Sorry it took so long. I know the pain. I live on the internet. (That's me, that little data byte right there. --> :) ) Did you end up cancelling? Your earlier post said you did.
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02-11-2018
02:36 PM
1 Kudo
@maratsade wrote: Perhaps you should try someone else, then. It's still a free country, so you're free to switch to a different provider, and this might actually show you that no service is perfect. Many people live in areas where HughesNet is the only high-speed provider. So simply switching to a different provider is not an option. @maratsade wrote: HN has a million customers and the majority are happy with the service. You may be right. @maratsade wrote: The agency you all bring up over and over has rated HN as the No 1 service provider of satellite internet. What criteria did they use to rate HN as the "No 1 service provider of satellite internet"? I didn't see what standard they used. Was it simply number of subscribers? Then you could literally say Hades is the Number 1 provider of eternal torment. Was it by number of claimed satisfied customers? If so, was that proportional, or just by volume? Or was it an award that was "bought" by HughesNet? Or was it a legtimate award painstakingly decided upon after reviewing volumes of data? I actually don't know. I was wondering if you did, since you brought it up. @maratsade wrote: The company is doing fine and they provide a very good service for people in rural areas They absolutely provide a needed service for people in rural areas. I don't know if the company is doing "fine". I haven't looked into that. I do hear they are coupling with a company that is going to provide LEO satellites, which is the wave of the future of internet. They also have some contract for business/govt/military for internet access. I don't remember the exact details. That does sound like the company is doing well in those areas. Of course, a company doing "fine" doesn't always translate into a company doing "fine" for all its customer segments. They could be doing fine overall but a segment of their company could be doing not so good. Consider ANet. (I think that is the name of the company.) Overall, they are doing fine, but the segment that puts out the MMO game Wildstar is tanking. Badly. It's actually kind of sad to watch, even if it is a highly deserved death. @maratsade wrote: and a great majority of their customers are happy. Cite souce
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02-08-2018
11:19 PM
@GabeU wrote: @lighthope1 Do you have any speed test results to post? If testmy.net, can you post your Results page URL? I'll tag the reps so they see this thread and reply. @Liz @Amanda Here is the results page https://testmy.net/db/CiQwYf9zB.faYHjhnk8 Download :: 1.4 Mbps Upload :: 42 kbps 5 kB/s I called HughesNet last night. Was told they messed up when they submitted to Advanced Support. They gave me a new case number (109393991) and told me I had to go to the back of the line. Now remember, a few months ago I had to deal with a dish misalignment and they kept sending installers out who no-showed. Each time, I had to go to the back of the line again. And here we are, again failed tech support and back of the line. So @Liz and@Amanda, we're done. You've completely lost me as a customer. Fix it or don't. I don't care. I'm not going to burn any bridges, because who knows what the future hold. But for now, I'm just done. No more consideration, no more pondering what is better. When the other company comes to my area, I am gone. I don't even care if they offer a better package, I am just done with HughesNet. Hopefully you'll still attempt to fix the issue, and I will continue to be courteous and supply you with whatever you need to resolve the problem. But we're done.
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02-06-2018
11:55 PM
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
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02-06-2018
11:53 PM
My speeds have actually gone down in the evening, with upload speeds of 134kbps. Yes, you read that right. YouTube has been a pain.
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02-06-2018
04:54 PM
Looks like Excede is rolling out their new Satellite now. Still not available in my area. :( I'm going to keep checking. 150g unthrottled simply can not be beat. Even their 50 gig plan beats HughesNet. 100/month vs 129.99/month. If HughesNet would give me 50gigs at 100/month, I could live with that. But they don't. I know the arguments. HughesNet doesn't have the capacity. HughesNet won't offer what they can't support. I don't care about their problems. All I care is getting as much as I can for as little as I can. Just like every single other person and business out there. I am not a charity. I am not going to take pity on a company simply because they "can't." If Viasat (Excede) comes to my area, I'm gone. Unless HughesNet wants to make me a better offer.
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12-27-2017
05:04 PM
The problem resolved by itself about 24 hours after I posted the issue.
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12-19-2017
12:58 AM
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
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12-08-2017
03:49 PM
@MarkJFine wrote: One more item... LEOs only provide faster latencies of around 25ms. The 1Gbps estimated for a SpaceX bird is the rate for an entire beam equivalent. That ultimately gets split up amongst users. They offer latencies of 25ms, not 25ms less. That is orders less than 600-800ms latency HughesNet or Excede offers. And sure, every satellite's overall throughput gets split up between its users. HughesNet does that as well. I believe the plan is to have a whole bunch of LEO satellites as opposed to just two or three like the big satellite internet providers currently have. I can't even begin to imagine what the cost of that must be. https://arstechnica.com/information-technology/2017/06/low-latency-satellite-broadband-gets-approval-to-serve-us-residents/
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12-06-2017
11:04 PM
@BirdDog wrote: And if you read through their forum many are suffering with slow speed. Offering 150 GB at "guaranteed" high speed is something that will never happen. I generally read the same thing on HughesNet forums. My take on it is that, like HughesNet, they oversell their beams. I don't stream movies except on YouTube, so I don't need the blazing fast speeds.
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12-06-2017
11:01 PM
@MarkJFine wrote: Nowhere on their site do they offer 150GB. To quote their site: "On unlimited data plans, after 150GB of data usage..." That is certainly far more generous than HughesNet's stingy 50g plan. @MarkJFine wrote: And if you read their description of 'unlimited' it really means they can drop the speed to 1-5 Mbps at any time. If I read their description correctly, they can drop it after you exceed 150g, not "at any time."
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12-06-2017
03:18 PM
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!
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10-10-2017
05:37 PM
@GabeU wrote: @lighthope1 You've been around here for a while, so you may be familiar with Glasswire, which will monitor the data usage of the Windows based computer it's installed on. Sadly, that will not help. The data usage was from an On Demand show from Dish Network. It was specifically downloaded during the Bonus Period, but it looks like it was charged to Anytime.
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10-10-2017
02:31 PM
@Amanda wrote: Hi lighthope1, We do not have an hour by hour usage chart May I ask why not? If you're going to charge me for something, the burden is on you to justify it.
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10-10-2017
01:51 PM
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.
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08-01-2017
09:30 PM
2 Kudos
@MarkJFine wrote: Hmmm. Will it work if you reboot everything? And by everything, I mean: Modem, router (if a separate one is used) and the device(s) you're using to go to these sites. It almost sounds like whatever DNS you're pointing to has a corrupt lookup entry (or entries). It's either that or you're somehow triggering a firewall somewhere, and that's not a usual occurrence. Rebooting the modem solved the problem.
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08-01-2017
02:54 PM
@MarkJFine wrote: I realize this is a heck of a way to try and diagnose a problem, but... If after the link either fails or refuses to finish (basically sits continually waiting for a response from a server), have you tried a hard-refresh? Yes. No different results. Continues to hang/no response. Interestingly, if I use a proxy, I can connect. Though the proxy I use strips down a lot of the site for privacy reasons. http://www.yahoo.com No joy. https://ixquick-proxy.com/do/spg/proxy?ep=4c5570775454496f476e3556536e41765255424c664167435a67704b55556c51416c494f623178475348786f6269744e63516c2f446b4a6242466464516931614331676148684e57474570664958515947446c594d41497542417074514255504c545558435330574c7a5a7949555550464238444f4439744c4863385a6d51684e6a6879474546644977772b48786b77626b31614b587754524441455657424a547855574d58513555694e61427938415853774b555667575a51386748683873506b737758455a48536c6b3746695931515742764477386d577a634c4768734f66684d5256557052536a464643513163516b6337427a775144533453557767714e79397261453441514142554d51776b584373484a784176525551764f6755544169424e444155504131416c5441517a4a544e446678636b4b6c5a65556b5a4f4a6a6454475263664b7a495a4e6b556b6251414b6454525841556347555339504568392f4a526f7165674e7a63574a53484131425367704f5630737864486c4d54316767426c30675377416d547a6b624d6a38534a4667644a58784956556b72584668324241684841416f4e576c687756776f4e4f5455756477417154546b4644454e4e516b4141636e4a6441674e4f536a594d414542704b786f524967707042434e50586d4a2f5568496d4f3055616642674651463048556b67594746394748426b5a4442514f477735654652564f466c70624f673831636764394130516f4c67674e64564a534b5673744e6a51784678352f4f6d554a42685a3047414542633135354c326c434848526f437a4a525542686253696c4f4948784d5a48425454324d646146515a4551632b483131414331416563563459476b355a47326b485078424665413d3d&epile=4q6n41784r7n41344q4445784s4638344p6q746p65513q3q&edata=754c6e7b1578657e1b4cfcdea6e4eec1&ek=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&ekdata=a842ceef0bed587cf118f66f257daaeb Is good
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08-01-2017
12:32 PM
Disabling Web Accelleration did not solve the problem. Another site that won't load is https://onlinetraining.nwcg.gov/
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07-31-2017
05:45 PM
I've noticed that I am unable to connect to Yahoo recently, and Wikipedia loads veeeerrrrrryyyyy slllllooooooowwwww if at all. Since these sites don't seem to be having problems themselves, I was wondering if there is problem on this end?
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06-15-2017
01:55 PM
My connection finally died. I called tech support and they had me reinstall the modem. That does seem to have cleared up the problem somewhat. Ping times are higher still, but not as much, and generally it is in the evenings. 1000 or so. Sometimes rising to 1200. Strangely, I have been experiencing some real problems at night. Connections to websites taking a very long time. I unplugged my modem and plugged it back in. No effect. Called tech support. They reset the modem on their end. That seems to have solved the problem....for now. I will keep watching this to see if either ping times go up again or if website connections continue to have problems.
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06-08-2017
05:08 PM
@Liz wrote: Hi lighthope, Thanks for posting. I pulled up your account and ran diagnostics on your site; I don't see anything out of the ordinary, all appears to be working normally. What prompted you to run tests to check your ping time? There is a little display in the corner which displays ping time, so I have access to it constantly. @Liz wrote: Hi lighthope, How is your internet browsing experience? Seems to be okay. Nothing to write home about. Around when was your high ping concern addressed by us when you were on Gen 4? I'd like to narrow my focus in your case history and see what we did at that time. You'd have to look it up on the records. It was a few months ago. I'm certain if you looked at my posting history you'd find it. It was fairly close to the time that Gen 5 rolled out. As I said, I don't notice it when I am just pulling up webpages. Only during steady connections like when on Teamspeak or other like-type connection. When Gen 5 was installed, I was getting 700 pings on those type of connections. Very nice. Sometimes it would jump to 800. Now it's 900-1000 regularly and goes to 1200 quite a lot.
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06-08-2017
05:01 PM
@GabeU wrote: @lighthope1 Are you on the same satellite with Gen5 that you were with Gen4 (ES17)? No. Dish was repointed to a different satellite.
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