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09-01-2018
12:51 AM
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08-25-2018
11:23 PM
Not sure what department you are with Brooke, but this installation would not pass photo audit. There is no proper triangulation on the trimast and that's why it's continually sagging. It's also mounted in a non-approved location. You should look into who the original installing dealer was and/or contact the distributor (whom you should know who that is) so they can have HNS create a Priority Express Repair billable to the dealer to go back out and correctly install that antenna. This customer would have had no signal issues if it had been done right the first time. And (according to the ViaSat tech that DID show up) the Hughesnet antenna is not even grounded. I would like to see those original installation photos. And, especially, if this was a DDO install, then you need to get the distributor involved for corrective action so this dealer doesn't screw over our Hughesnet customers with piss poor installs like this. If it was a fulfillment install, then a different dealer needs to get out there to correct the install and the original dealer charged back. This is a joke. We just spent 4 days in Virginia and this was hot topic. This is completely unacceptable and I personally know that the distributor will be very proactive in correcting this situation and appropriately dealing with this installation dealer.
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08-25-2018
11:05 PM
I can honestly tell you that the Hughesnet antenna is incorrectly installed and not up to current specifications. That mount bracket (called a "trimast") has to be installed in certain applications in order to obtain proper "triangulation" of the struts to correctly secure the dish from moving or sagging. Looking at your mount, it is incorrectly installed and that is why it is continually sagging and losing signal. It is also prohibited to mount on the side of the patio railing like that. I'm sorry you have had to suffer through this ordeal. A pole mount would have been the much better installation method here and you would have had no problem getting a signal since ViaSat got a signal to there VS2 satellite which is at a much lower elevation than the Hughesnet satellite. If you want, you can send me the serial number from the white sticker on your modem and I can forward your account info to the distributor in charge of managing the installing dealer who is "assigned" to your county. They can get them back out there to sink a pole. Only if you want to keep both services. Let me know if want my assistance. --Someone who can really help you
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07-04-2018
01:54 AM
2 Kudos
If any "moron" knows that, how did the sales rep get you to sign up?
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07-04-2018
01:51 AM
2 Kudos
Hughesnet (or satellite internet in general) is NOT a substitute for television viewing. You are correct. You should have done your research before ordering the service. This is a mistake that many people make. The sales person did not lie to you. You were just trying to roll a Mercedes-Benz off the lot for the price of a Toyota Corrolla. Don't blame the sales process. Be a better consumer.
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07-04-2018
01:43 AM
3 Kudos
Data caps are coming to the major cable providers soon. Don't be naive to think that it will stay the way it is. Pay TV providers like DirecTV and Dish Network and even the cable companies themselves aren't just going to allow the customers to cut off pay TV subscriptions in order to stream through their internet connections. Not going to happen. Hughesnet has "high-speed" data caps to maintain the integrity of the advertised satellite performance across the entire service area. 480p streaming is supposed to be unlimited without interrutions or buffering while in FAP, but that can depend on the service offer area you are located in. Hughesnet has been vigorously working to increase gateway capacity in the most heavily impacted areas and they have made huge strides. If you are not able to stream in SD while in FAP, it will only be temporary. Be patient. The Gen5 service is really good. It just blew up too fast when we launched last year. Way more demand than HNS expected. Way more.
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03-25-2018
11:15 PM
There have been some huge strides in the work that is being done on both Beams 54 and 55. Over the past several months we have been "load balancing" by switching some customers over to E17 as well as even swapping many of the smaller .74 antennas to the larger .90 antennas. Since late January, all new installations in this market are receiving .90 antennas (and soon the entire country). This is to improve the overall efficiency within the beam. And as the primary installation dealer covering both of these beams, I can tell you that the speeds are greatly improved. In Beam 54 (San Francisco Bay Area) we are seeing speeds upwards of 35-40 Mbps down and 3-4 Mbps up. Now, I can't tell you exactly what consumer plans are now getting on Beam 55 since I have not seen work orders come through with that beam assigned for a few months now. However, I can tell you that on Business Internet plans assigned to Beam 55, I'm seeing speeds over 40 Mbps down and 3 Mbps up. So there must be marked improvement in Beam 55 to where our Business customers are still being assigned to it. Hughesnet is still adding capacity to Beam 55 and that is why they are waiting to assign any new Consumer customers. What you can do is call customer service for a repair order and tell them you would like to be pointed back to Beam 55 if you are looking for better upload speeds. I know you will see great speeds during the off-peak hours, I just don't know what you would see during peak hours. Only one way to find out. I can tell you that you will definitely get faster upload speeds than what you are getting on Beam 19 and from what I am reading, the upload speed is of some concern to you.
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03-25-2018
12:44 AM
Where in Northern California are you located. I looked at your speed test results and they are nowhere near what Beam 19 is supposed to be putting out. I handle 10 counties in Beam 19 and we are getting close to 30 Mbps down and usually between 1-3 Mbps up. You could have other issues on site causing your poor speeds. You need to contact customer support and have them initiate a repair order to get a field technician out to you. Your modem could not have the proper softward based configuration file uploaded into it, or your radio transmitter could be failing, or you could simply have a bad modem. Only a technician on site can get you going at full speed.
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03-25-2018
12:37 AM
Try going into the HT2000W's WiFi Settings and changing the "WPA2" security method and select the only other method of "WPA/WPA2". This might be more compatible with the wifi hardware built-in to the Firestick. Give it a shot and see if there is any improvement.
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03-25-2018
12:10 AM
There needs to be "fair access" for all customers using the satellite as bandwidth is limited. If Hughesnet allowed any customer to use as much data as they wished, nobody would get any form of reliable service. Even the terrestrial providers (i.e. Comcast) are now capping for the same reason. While they can provide a lot more bandwidth, even they have limitations (i.e. server capacity).
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03-25-2018
12:06 AM
There is something more. The Business Internet service plans offer up to 250GB of high-speed data. It can be expensive, but there is a 75GB plan for $150/mo as well as a 150GB for $270/mo. The 250GB is $470/mo. Contact customer service to switch over.
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01-17-2018
12:38 AM
1 Kudo
Today I got 45.9 Mbps down and 3.02 Mbps up on Beam 54 in San Jose, CA on an SME install with a .90 meter antenna. There is nothing wrong with the performance of the beams. HNS reserves specific outroutes for the Business Internet customers. The slow speed issues on the Consumer accounts is that there are simply too many of them on outroutes that don’t have as much bandwidth. The easiest way to explain it is to imagine 5,000 cars driving on a 1-lane Highway versus 500 cars driving on a 4-lane Highway. Which highway do you think will be moving faster? So this is why HNS has begun load balancing along with moving to the larger reflector. These are two things that help improve overall Beam efficiency. Eventually, HNS will get many of these “cars” off the highway that have no business being there.
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01-17-2018
12:30 AM
1 Kudo
If you don’t call (866) 347-3292 you can’t get any help. Customer Service agents know which customers are in the affected Beams and are willing to create Dispatch orders for techs to get you repointed. Keep your case numbers handy to shorten you return call time.
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01-17-2018
12:28 AM
1 Kudo
That’s horrible the techs no-showed you. This is frowned upon by HNS and the distributors. You can contact Customer Service and they will contact the distributor to get another dealer to handle your repair. Also, Hughesnet will allow cancellations and waive early termination fees for extremely bad cases that they simply can’t resolve.
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01-17-2018
12:23 AM
Are you streaming on a wireless device? If so, are you on the 2.4 GHz or 5GHz frequency? We have had many modems that were no good since we started with Gen 5 with precisely your issue. Connect a streaming device via LAN cable and turn the Video Saver feature on and check 480p streaming. If you get no buffering, run the same test through the WiFi on both frequencies. If streaming buffers with the saver on, it could be a bad modem.
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01-17-2018
12:18 AM
Yes. One of our techs will come out and repoint your antenna and swap it.
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01-15-2018
10:54 PM
There is a reason that SME accounts perform better. The first is the larger antenna. So if you think the .74 performs the same as the .90 or .98 you are lost. Second, HNS reserves different outroutes that provide wider bandwidth for Business Internet customers. So to say that the outroute doesn't make a difference is also wrong. These are the reasons why we are transititioning in nearly half the country now to the .90 antenna. There will be an improvement. Think what you want. The other main cause of beam overloads is Dish Network. They continue to install for customer in urban areas thus clogging the arteries even more. This issue will take a bit longer to resolve. Once it is, with eveything else we are doing, all of these speed prolems will be gone. It's that simple.
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01-15-2018
07:34 PM
@C0RR0SIVEyou are wrong on both accounts. The larger .90 antenna provides a higher Signal Quality Factor (SQF). This SQF measures what we call the Downlink Energy of the Signal over the Noise (DL EsNo). A higher SQF will provide a better quality signal. Business Internet customers in the past have always recieved a .98 meter antenna. This was becasue it provided a better SQF and allows Hughesnet to reserve different outroutes with more bandwidth becuase of this larger reflector. That's why the Business Internet plans have much better speeds all around. Now, we actually went down to the .90 meter antenna in California for all the Business Internet customers because it basically provides the same performance as the .98 antenna and its much lighter. Hughesnet is now having us install the .90 antennas for ALL of our Consumer installs. Eventually, when we get enough of these larger antennas in the beam, the overall efficiency will improve for EVERYONE. We have even begun swapping some .74's for these .90 antennas. There are also steps being taken as we speak to alleviate some of the traffic in the congested beams. It won't happen overnight. It's basically a sales issue that will be looked at very closely.
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01-15-2018
07:04 PM
There are things that HNS is doing to help customers like yourself who are experiencing very slow download and upload speeds. I'm not sure where you are located, but in Northern California, we (installing dealers) are receiving work orders to repoint customers like yourself off of the Echostar 19 satellite and on to the Echostar 17 satellite. We are seeing very consistent download speeds around 25 Mbps on this satellite, but not as fast on the upload side. Still, it will allow you to do all the video streaming you like with no interruption. I suggest you contact customer support (I know you are probably tired of hearing that) and request that they create a "Defined Dispatch" to repoint your satellite dish to the Echostar 17 satellite (assuming there is a beam from this bird in your area). They will create this order at your request. They know which beams are having problems and if yours is obviously one of those beams then we can send a technician out and get you going again. In some cases, we are also swapping the antenna with the larger .90 meter dish that all customers are now getting installed with. The bigger reflector will also help with better performance. These beams that are experiencing these slow speed issues have filled up rather quickly and this is another issue being resolved as well. Make the call and get the service order initiated to have a tech come out.
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