Gen 4 Problems - Not Just Speeds!

i have had gen4 since it became available in october (i believe my install was on oct 3). after the first month or so, i contacted hughes about my slower than advertised speeds - i have the 15mb package, i'm getting 'normally' 6-7mb. long story short, it got escalated, and never got resolved. partly on my part, as i did not pursue it as much as i should have, but also tech support never called me back (the 2nd time), and working in retail, november & december are very busy months for me and i just didn't have the time to deal with it. i was also secretly hoping that it would work itself out, as the service was new and probably had some kinks to still fix. (i would like to point out that a very nice lady DID call me to find out if my issue had been resolved, which i told her it had not and she urged me to call support back, but she was not from tech support herself, she was calling in reference to a topic i had posted here, and that small effort on her part was greatly appreciated. i have forgotten her name, but i would like to thank her.)

time went on, and speeds did not improve (not as big of a problem, as it was still 6-7x faster than what i was used to, but still disappointing.) sometime in those two months, however, my turbo page/web acceleration started to constantly go down. this was very annoying, but again i did not have time to deal with it at the time, so i let it go a while, again hoping it would fix itself.

now, over the last few weeks i suppose, the turbo page is not going down so much, but instead my transmit is going in & out all the time! i can watch it in the system control center go from green to red to green again, in a matter of a few seconds. if my internet is idle, it seems to stay green. but whenever i try to load any webpages of any sort, it will go in and out like that the entire time it is trying to load. (sometimes it never loads and i have to refresh) also, my upload speeds are horrid, worse than they were in the beginning, before i was getting around 1mb up, give or take a bit - now i am getting under 100kb up for the most part.

i did some speed tests this evening, just a bit ago - at 11pm, certainly not peak times, and these were my results:

02/10/2013 23:17:12 6385 84
02/10/2013 23:15:42 6219 68
02/10/2013 23:13:26 5599 23
02/10/2013 23:02:33 6317 50
02/10/2013 23:01:15 6295 102
02/10/2013 22:59:44 6137 122

while the tests were running, i watched the system control center, and there were quite some 'down' times during them. usually it goes down during the upload test. i have been noting the errors it's giving me, and am compiling information for when i call support, which i will be doing sometime over the next couple of days. if not tomorrow, then most likely tuesday.

just curious if anyone else has been having this transmit issue as well? i don't know a lot about the inner workings of the service, but i'm beginning to wonder if there's just something wrong with the modem itself. back when i talked to them about the speed issues a few months ago, they said the tests they ran showed nothing wrong with the hardware, but i think maybe they were wrong, and that is why they could not figure out what was wrong with my service.
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  • I’m frustrated
    2
    i am having the same thing going on with my Gen4 also have had a tech out and replaced radio two different time and it is not any better i thing get worse every day.when i call in the wait is so bad that i hang up. And when i do get through to them they say there is nothing wrong.Its so bad it is worstthan dial up
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  • Hi Amanda, I'm sorry to hear that you have concerns with your system and speeds, but I am glad that you posted here so that I can help. Please post your most recent case number so that I can access your account details and review your troubleshooting notes.

    Thanks,
    Suz
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  • 2
    i am currently on the phone with support. so far she's gotten my upload speeds up to 1.2 to 1.4 mb, and so far the transmit has not gone out. i am on hold at the moment while she is checking some things. to try to figure out what's wrong with my download speed. i will post a case number when i have one, thank you.
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  • 2
    ok, i am now off the phone with support. the lady i spoke to talked with the advanced support, and when she came back and took me off hold she informed me that the power max plan is having issues with speed, and they suggested i downgrade to the power pro plan. we went ahead with that, and was told that this should be sorted and to call back around mid-march to re-upgrade my plan to the power max. i have not gone about testing the new speeds just yet, but i will shortly. my case number is 34809927.

    i'm hoping my experience can help someone else out there with the same troubles i've been having. i wish they had just told me this months ago, the first time i called.
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  • 3
    actually from what i see, downgrading helped nothing, it just made my actual speeds closer to my advertised speeds. but the speeds themselves are still the same.

    first 2 tests since downgrading:
    02/11/2013 12:20:32 6528 1046
    02/11/2013 12:18:33 6215 73

    last 2 tests before downgrading:
    02/11/2013 12:11:26 6111 1417
    02/11/2013 12:04:20 6496 1480

    but i will check again later once the new plan has settled in, to see if anything improves.
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  • I’m frustrated
    3
    I had a tech come out last week. I was experiencing the same problem. Twice on the phone with two different support people I was told there was a definite problem.

    When the tech arrived at my home he had no idea why he was sent nor what my problem was.

    After he spent an hour on the phone with Hughesnet Techs he was told that there were not problems and the 6mpbs for download is acceptable for the advertised 15/2 plan I am on. So the tech told me there was no problem to be fixed and left.

    Go figure. A 40% reliability rate is no reliability at all.
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  • I’m frustrated
    Tech case# 34725026. My case# 34404908
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  • Hi Ken, thanks so much for providing the case number. Please expect a call from us soon. Suz
    • view 2 more comments
    • they gave me $20/month credit, for 3 months with my downgrade. as i said below, initially downgrading did not help my speeds, they were still just 6-7mb/s down, and around 1mb/s up i believe (not 100% sure on the upload) however, upon building a new computer last week, my speeds have jumped to staying right around 10 mb/s down, and 1-1.5mb/s up. whether that is coincidence or not, i do not know, and hughes is actually running better since around the same time i got my computer up and running, or if it was indeed the new lan port on the new motherboard. i had originally just assumed it was my lan port, but based on some comments below, i guess hughes may have actually improves some as well. i can't hook my old pc back up to test though, it's in pieces and half of them are no longer there lol.
    • I cannot afford to cut my monthly data allowance in half. I need the 20gig.
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  • 3
    update on my service:

    so far, as i said previously i believe, the only difference i see in the plans is one is cheaper. my speeds are still not reaching above 7mb, not actually even hitting them. my highest speed test so far has been a 6.8mb down. so again i can only assume their suggestion to downgrade was not to fix my speed problem, but to just make my actual speeds closer to my advertised speeds. whatever, it works, and my bill is lower, so i can't complain much. (my one big gripe though is losing 5gb of usage per month... that may get sticky by the end, lol)

    my upload speed does seem to be "fixed" (not sure what the upload is supposed to be on the power pro plan, but i'm running between usually 1.2-1.5mb up), and the transmit hasn't been going out like it was before.
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  • 3
    After 2 months of call's and Tier support (Tier 4)... There only fix today was to down grade my plan until they fix the 15/2 max plan...This DID NOT fix my trouble's and once again have been told by Tier 4 support that it will be escalated to an Engineer...A promise of more token's was made... This does not help since for 8 day's they could not get one to go thru !! I did ask for a price reduction (credit) since for 2 month's I have not been able to get even half of my plan speed ...I've lost 5 gig's a month on my threshold (now paying $20 less a month) But when I get Fap'ed ........It will happen........ To purchase token's at $5 for 500 meg's.... That will cost $25 to get back my 5 gig's I lost from the Max plan !!!! Gen 4 has now found a way to cost me even more money a month !!
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  • 3
    On a side note Tier 4 told me they just OVER SOLD the Max plan and that caused the congestion and Poor service... The Engineer's are working on a fix and they will email when I can switch back !
    • Not oversold, what happened is that they didn't have the back-end to the ground stations in place on launch. Yes they upgraded the NOC equipment, but they did not expect the rush of people going to Gen4 that did go to it... Here in the last two months, everyone has ditched 7000/9000 in my region to go either Gen4, or the competition, all I see are the new radio units outside all over. So yea, there has beena new surge as people don't like at best 1.5Mbps.
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  • 3
    All,
    I have had the same experience as you all since my Gen4 Max installation in October. Actually hit max speed of 15 Mbps a couple times, but uploads are now less than 1Mbps, and up is about 5Mbps. I have thought to downgrade to save $$$, but have never got a case number because as you say it is an oversold problem, and not my setup. Why can't HN tells us that instead of wasting our time?
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  • 2
    well today, i ran a few speed tests in my.hughesnet.com, and i got 9.6mb/s and 9.7mb/s. apparently all it took was a new lan port, lol. my computer was 5 years old. yesterday i built a new computer, using some of my older parts, and some new - new mobo, cpu, ram; old hdd, gpu. once i finally got the system up and running properly, i noticed the internet was loading a lot faster than it was before, this prompted me to do a speed test, and as you can see, i'm running 3mb/s faster than i was before the new lan port.

    this makes me wonder though, if i was still on the power max plan, would my speeds be even higher? i will go with the power pro for a while longer, until at least mid-march like the tech suggested.
    • speed tests i've run over the last couple days:

      02/19/2013 12:34:25 9935 1102
      02/18/2013 18:07:58 9194 1337
      02/18/2013 12:26:48 9235 1138
      02/18/2013 02:17:10 9084 1343
      02/18/2013 01:50:15 10097 1095
      02/18/2013 01:37:11 10246 1362
      02/18/2013 01:26:14 10211 1652
      02/18/2013 00:35:51 10179 1290
      02/18/2013 00:34:55 10233 1127

      i have to admit, this is probably the first time i've ever been actually pleased with my hughes service, in the 5 or 6 years i've been a customer.
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  • 3
    I was having continuing problems and was switched to the Max plan, but my speeds actually went down slightly. I ended up going back to my DSL ISP. There rated speed is much slower, but it has proved more reliable and I see very little "real world" difference in the times to get pages to load. On top of that the DSL is about 1/3 of the price.
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    • Hi Don, I'm very sorry to hear that. Please know that with Satellite Service speeds will fluctuate and are affected by many outside factors including traffic and weather in your location and here at the NOC. Because of this, speeds cannot be guaranteed. Again, I'm sorry to hear that Satellite Service did not suit your needs. Suz
    • I would take SLOW CONSISTENT dsl over this any day.. You are so lucky to have that to fall back to Don.. Good for you !
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  • Hi Amanda, I'm very happy to hear that you are receiving good speeds and that you are happy with your service.

    Please let me know if you feel that all your other concerns have been addressed or if you still require assistance. We are here to help.

    Suz
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  • This reply was removed on 2013-02-20.
    see the change log
  • I’m frustrated, disappointed, used
    1
    So...basically there's an overload of customers,but they still accept new ones..which in the end makes a ****** service, but we are under contract so gotta suffer n waste our money! Some of us work Hard for our money!! keep in mind, thanx
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  • 1
    Careful or Suz the Hughes (Official Rep) will delete your post. Yeah Hughes got greedy and could not support the Gen 4..
    Skee
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