About rancourtr

What really defines a company is their actions when leaving service - so far I have not been impressed..... ... View more

Can you also please send me copies of the invoices from January through the close out of the account? the link is not working that was provided in the email notification of the closeout invoice. Thanks ... View more

Hi Liz, A few things have transpired since Friday. I have cancelled service after learning they would not be able to fix the speed issue within a reasonable period of time - likely due to overcrowding on beam from what I understand. They were generous enough to apply a credit to cover the termination fee, but in doing so they erroneously kept the credit ($85)  that was given to me for the technician that was demanded by Hughesnet to verify it was not an equipment issue (back in January). I was told they would cover the cost of the technician since it was verified on site that is was a system problem on the Hughes end. I have made two attempts and elevated the refund issue to a supervisor without any success. Now they are apparently unwilling to refund the amount with the final closeout of my account and are instead applying it towards the termination fee. They have instructed me to send my purchased equipment back for a refund of $200, but will not provide me a RMA number or shipping container similar to the leased equipment return. I am skeptical they will refund the equipment and again apply any credit against the termination fee. Can you please intercede and confirm what is the current status of the existing credit balance? I feel my AMEX should be credited back for the technician fee and the equipment credit. Can I actually expect a partial refund on the equipment or am I just wasting more time and shipping charges? Thank you ... View more

I would rather stay with Hughes if it can be fixed. I am beginning to wonder if it is simply available bandwidth. I will wait until I hear back from the engineers on Friday (so I have been told). $400 worth of equipment and install is painful to walk away from. ... View more

Same story. Different day. Works great in the middle of the night. Sucks otherwise. Obviously the engineers "balancing" beam adjustment was unsuccessful. ... View more

Direct test from hughnet website is a little higher speed than test my.net but Doesn't appear to be fixed. ... View more

No improvement. Any suggestions? All tests this evening <800kbps ... View more

Hi Liz, I was curious to see if you heard back on your side from engineering. Nothing has been done on the Hughesnet side to resolve the issue that I am aware of. However, they were able to process a new bill for service. I assume they will continue to provide credits to my account until the matter is resolved? Thank you for your assistance. ... View more

Strange call from technical support to tell me nothing new. They read back the notes in case and indicated it was likely a beam capacity issue. Engineering will continue to work on it. So now what??? ... View more

Please let me know if they are making progress. I need to have reliable service by February 19th. ... View more

Any preferred blocker plug ins? Haven't really spent much time with the new laptop. Purchased from bestbuy to run hughesnet's required "safe mode" boot tests to confirm it wasn't my laptop. Work laptop has encrypted hardrive and without admin rights it wasn't possible to run the tests which were uneventful to say the least. Should have held firm since I had same issues with all of the devices using wireless (iPhone/iPad/Netflix). Plugging in the Ethernet cable direct made no appreciable difference in speeds. Oh well at least the kids have a laptop to play around with at the cabin now 🙂 ... View more

Just like magic! Wish I worked the night shift ... View more

Tests from this afternoon and evening. I'll set it again for tests throughout the night till morning. Guessing it will yet again reveal the same pattern. ... View more

Thanks. Seems like you have been there done that. The equipment side has been checked out last week. Tech found nothing and said everything has been done in the ground side that can be done. We now wait for the gods in the sky to do their part. ... View more

Here's from this afternoon - note times are off by 2:00. A tale of two service level. Not sure how you can fix this one, but will be patient for a bit longer. Great service if you are Dracula! Some of us need to work during the day. ... View more

Just like clockwork-speeds are back up. I hope I am wrong, but it appears it is oversold bandwidth. No other possible solutions make logical sense. Modem software issue would be there 24/7. I hope I am wrong, but problem is consistent. Posted times are two hours off. Last test times are 1:00 Am ... View more

Looks like I may need to have the installer for Exede check their signal in our area. Even worse than last week. Will retest at 2:15 AM and see. I suspect speed will be back over 5Mbps ... View more

Clearly not fixed, first test was 517Kbps down and 643Kbps up ... View more

Thanks for the update. I will be onsite Friday night through Sunday afternoon if they need me to run any tests etc. I will be available via my contact number in my account information. ... View more

00052466273 Unsatisfactory download speeds Was this post resolved? Seems like you resolved their issue. The speed tests/issue was confirmed by on site Hughesnet technician on Saturday. Please let me know if there are any additional tests that are needed on my end. I wasn't sure if your post implied I needed to do additional "correct tests". Thanks. You have been much more helpful than the phone support! ... View more

While it is a correct statement regarding no guarantee of speed, there is however an expectation of customary level of service that has been communicated to me of 60-70% of advertised speed. Clearly receiving 10% of advertised speed 20 out of a 24 hour period is unacceptable. ... View more

Engineering support called this morning and they are remotely reconfiguring the modem (so I am told). Another 7 hour round trip next weekend to confirm the fix. I'll update progress on Saturday. Liz - please check on your end to see if what they are proposing has any chance of working. I am not sure how a "modem setting" would cause problems at only certain times. I would prefer not to make another trip again. Last weekend was a wasted trip to meet the on site tech to tell me I didn't have a hardware problem. (Something I said from the beginning. Computers can't tell if the sun is out-hardware problems generally are 24/7 or intermittent. This speed issue is predictable and recurring based on time of day.) thank you! ... View more

It will get resolved at some point. I suspect if they terminated the service and reset as a new account, the problem would go away. Seems like an easy request to reinitalize the account, but it hasn't happend yet. I wish they would humor me and give it a try. ... View more

Thank you Liz. I appreciate your help. ... View more