Slow Connection

  • Problem
  • Updated 3 years ago
  • Solved
I have, during my contract period, been mostly satisfied with the service, except for the FAP which they have since increased. However, if my HughesNet service isn't even working properly, all the extra download allowance in the world won't help.

I started having problems a week ago Saturday (Jan 21) and thot it might be Chrome, since it can be problematic, so uninstalled it and went to FireFox. It wouldn't work at all, so updated it, and still didn't work. IE worked in a limited fashion. It was late so I went to bed.

Sunday more of the same, so I ran the connectivity test on system status and came up short and called HughesNet. After running the upload/download tests (painfully slow) I was kicked upstairs to higher tech support where we ran the internet connectivity test. Very slow. I was told it was a satellite problem, that there was no problem with my equipment.

On Monday, I received a call saying the engineers were working on it and they liked to give them 7 days before saying all clear. On Wednesday, I had lightening speed and called to say thanks.They said the engineers had changed the frequency on the satellite, but were cautious to make sure it would work. Thursday, Friday, Saturday and today, same problem, hit and miss. When I called last night, the low techie told me February 2nd. While I do want a rebate on my account for my diminished service, which I've been assured of, there is nothing that will compensate me for my time lost, waiting on tests, computer slowness and terminal hold with HughesNet.

And in my estimation, there is no excuse for this length of time to get a problem fixed, nor is there any excuse for the low techies to treat me as if I'm a technopeasant. I can assure you, I'm not, and the higher techs know that.

How does this make me feel? Pissed off.
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DebbieWilliams

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Posted 3 years ago

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DebbieWilliams

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I still have the full reply in my email. Let's be careful out there.

Have since heard from HughesNet and they're having a major problem, will contact me in a week. I do expect a rebate for the time my service has been diminished.

I have DirecTV. Wonder if they offer internet service? Will have to check into it.

I am not a patient person, I do have a customer service type of job, and I know I cannot get away with just telling people "I'm working on it." Just sayin.
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General Mills

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Hughes net is the sister company of DTV
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fluco99

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Thanks for letting me know about recieving the reply by email. I pulled it because I thought I got a little wordy. But if you felt offended or that it was inappropriate I am really sorry. Have a good day.
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Vickie Richardson Minick

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I wonder if anything was ever resolved with this, because I have the exact same problem, have been treated the same way, and I pay a big price for not much service, and poor customer service. It seems that once you sign a contract, they can treat you any way they want to.
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Sara for Hughes

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Vickie, I felt your comment deserved it's own thread so I created a new topic to continue the discussion. Please reference the new topic here: My service is slow
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DebbieWilliams

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Last time I called, a couple of weeks ago, they put me on the list for Gen4. Supposedly supposed to be cheaper than what I have now. Have you called them about your problem? My only possible alternative is bad phone service that still doesn't offer high-speed internet in my area. Since my telephone service is intermittent at best, I'm not inclined to go with them if they ever do get here. Seriously, call Hughesnet and tell them your problems. The more of us who complain the more likely we are to get the service we want and pay a premium price for.
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JoAnn Petrosky

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I have called and called. I have wasted so much time on the phone. No one can help me. I have also been put on the list for Gen4. I am paying good money for service I am not getting. My internet crawls all the time. I had it installed in July of this year and it has been useless.The last guy I talked to said it is not their equipment and it has to be my computer. No suggestions of what to check. My computer was purchased late 2011. It has plenty of everything it needs. I am stuck in a contract and will be forced to pay a second source for internet service.
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Sara for Hughes

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JoAnn, please post your case number so I can investigate. Thank you, Sara
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Kim Peddicord Shelman

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I asked about Gen4. They told me it was 10X faster but I would have to pay $199 to have it installed! I should be getting $199 in free service due to the time lost. I also work in customer service and I can't even download documents I need for work. I have to print out site surveys and instructions for installations and have given up. I wish there was another option but there is not. And now I should pay $199 in order to get service I should have had from the beginning.
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Sara for Hughes

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Hi Kim, there are promotions and mail-in rebates available to help offset installation fees. It sounds like you may have speed concerns, please reach out to us at 866-347-3292 so we may address both of your concerns. Should you need additional help after speaking with us please feel free to start a new thread which includes your most recent case number. Thank you, Sara
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DebbieWilliams

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BTW, I'm still not thrilled with HughesNet for the price.
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Cg Sumpter

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Me either
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Jerry Mitchell

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Has any one been able to download and install the"The Status Meter monitors your Download Allowance and Download Bank! "
I tried 6 times and it never did.......? ? ?
( I think it is a trick )
I KNOW my speeds are only a little above dial-up and 4 times as much in price.
Just filled out a feedback request, I dont think they will be overjoyed.

Grant:
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Sara for Hughes

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This is a great conversation that's separate from the main topic, so I created a new topic to continue the discussion. Please reference the new topic here: Unable to install the The Status Meter
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Cap N Cydd

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I've been having this same issue, noticing it to get very poor around noon to nine pm. Possibly peak times? As far as I can tell from the way hughesnet operates is everything runs from the satellite into a single line running through there "command center" if I'm wrong correct me, but that alone sounds like the source of the majority of connection troubles.
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Sara for Hughes

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This is a great conversation that's separate from the main topic, so I created a new topic to continue the discussion. Please reference the new topic here: Slow Speeds
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Cg Sumpter

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I downloaded a speed test which gives actual numbers unlike Huhges net's speed test which gives so much more speed that you don't really get. I think their test is corrupt and set up to make you believe your speed is much faster than it really is.
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marsh_0x

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Cg Sumpter
Does your speed test have a name and link ?
I'm needing a corrupt inspiration
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Sara for Hughes

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Hi Cg, please use the Hughes Speed Test which you can find here: http://consumer.performancetests.hugh.... Other speed tests do not account for Satellite latency. We are here to help so please post your speed test results and your most recent case numbers so that we can investigate and get your concerns addressed. I'm closing this thread but please start a new one specific to your concerns. Thanks, Sara
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David Neal

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well here we go again. After complaining and receiving a rebate for 3 straight months, my service improved drastically about 1 month ago. Now that i am back to paying full service bills for hughes, my service is ONCE AGAIN DRASTICALLY SLOW. today it is 279kbps on the download where as just a few short days ago it was running 1.845 mbps!!! that is great but it needs to be constant. I have learned to go into my computer and clean all the junk files out, everything on the computer before testing. I use WONDERSHARE 2012. it works great. So back to the issue, i clean everything out and it is still running 279 kbps. that is junk, I think when you constantly complain they FINALLY DO SOMETHING and either adjust the frequency on the satellite or they switch you to a different satellite that has fewer customers on it.
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Cg Sumpter

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I would be happy with the speed you have been getting I only get the same as dial-up speed especially in the evenings when everyone gets on at the same time. I think I'll send a message to the BBB and see if they can do something about this or at least get Hughe's attention.
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Sara for Hughes

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Cg, we are here to help.... please post your latest case number so that I we can access your account details. If you haven't touched base yet please do so at 866 347 3292. Thank you, Sara
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Larry Rowland

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I called in, the tech kinda tried to help, I felt. Said they show no issues. Asked me to do speed tests tonight, tomorrow night and Sunday night. Tonight's showed very slow speeds. Basically, I got a 3 month adjustment on my bill but issue not resolved. I have to call back in on Monday with the results. God, I have got to find something more reliable.
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Cg Sumpter

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Good luck getting to talk to someone I have tried to call them but have to push a bunch of buttons and then usually end up with someone from India whom I can't half understand.
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marsh_0x

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Cg Sumpter
They come and they go
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Sara for Hughes

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Cg, again, please post your case number. Thanks
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Larry Rowland

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Whoever it is that is making the survey call, please replace them. They called and left a message but their English is SO bad that I have no idea about what half of what she said. And I am really good at understanding dialects and accents. I really don't want to do a survey call. They are looking for a 100% customer satisfaction result. I am too but I am not getting it.
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Sara for Hughes

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Larry ... can you post a recent case number of yours? I'd like to look into exactly what agent called you and review the recording if possible. Thanks!
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RobertS

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My hughesnet suddenly slowed down to a crawl about 2 weeks ago. What's the deal? My signal strength is 74 and my system control center shows everything is working fine.
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Sara for Hughes

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RobertS - sounds like we need to do some troubleshooting. Have you already called us? if so, please post your case number so that I can do some research. Thanks, Sara
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Larry Rowland

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Robert, I will offer this tip, as it happened to me. Mine was that there WERE tree branches in the way. I had to have a tech come out and realign the dish. The one I got, he actually sawed the branches off for me and then worried that the yard was gonna have debris in it. The techs seem to be great guys. Installers too. If you have no branches anywhere near the dish, then I would suggest calling tech support. Maybe some of this will help out, bro!
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Sara for Hughes

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Thank you for your suggestion Larry. New leaves and growing branches will do that but we typically we see an uptick in these in the spring. RobertS do post your case number as soon as you have one if you still need my help. Thanks
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Andy Strutynsky

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My dish is clear of trees, this fall weather has been perfect. My connection speed went down about a month ago - timeout errors everywhere, I can't even get onto my own website. The website is up, my customers can still get on it.
I've called Hughes service twice, the representatives try to be helpful, my signal strength is 67, and apparently everything "checks out". They suggested there was a problem with my router so I updated by buying a new one - problem still exists.
I have probably another year or so before DSL makes it to my rural home - it's already within about 2 miles of me - and I will sing and dance when I get it.
Hughes used to be OK but very expensive for what you got. My service seems is deteriorating
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Sara for Hughes

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Andy, I'd love to look into your situation - please post your case number. Thank you
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Terri

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I have been experiencing the same things as Andy & agree that my service has been deteriorating more all the time. I have no tree's in front of or around my dish! Considering switching to another company soon if I don't get real conformation that if I switch to Gen4 I won't be disappointed. Good luck
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Cg Sumpter

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I wouldn't get anything else from Hughes Net, with all the trouble I've been having with slow connection I sure wouldn't trust Gen4 either.
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Sara for Hughes

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Cq, our customers are very happy with their Gen4 service. You can find out more about the customer Gen4 experience by reading through HughesNet community threads such as this one: http://community.myhughesnet.com/hugh.... For more information on Gen4 plan speeds please visit our Gen4 site http://www.hughesnet.com/index.cfm?pa.... Should you have additional concerns please start a new thread and include your most recent case number. Thank you, Sara
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Andy Strutynsky

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Sarah - 32806453 is my case number. This is a little bit silly - I'm having problems connecting to web sites - it's taken me several attempts over the last 15 minutes just to post this
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Andy Strutynsky

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BTW, I glanced through some of the forwarded commentary. My dish is mounted on my south facing deck. My home is on the south slope of a steep hill. The dish is totally unobstructed by any vegetation. The weather has been as perfect as anyone could imagine for Wiscosin in the last several weeks
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Sara for Hughes

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Thank you Andy - I pulled your info and see the site you're trying to access. I have a technician working on this now and will touch base with you tomorrow. Thanks, Sara
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Andy Strutynsky

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Sara - there is no particular site that I am having problems accessing - all sites are slow. I can't get onto this Hughes site, I can't get onto Google maps, I can't get onto State of Illinois sites, I can't work on eHarmony, I get errors all over TigerDirect pages ("Web acceleration error (504)". I get timeout problems when clicking on login pages, form completion pages. This is not a single site issue - this is across the board.
The one site I was having problems with and I gave to the tech as an example of what was going on, was tracked down at Web.com's server.
I just spent the last hour trying to log on to this site so I could send this
comment.
Andy
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Charles Scott, Champion

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Andy, could you disable the Turbo Page feature on your modem if possible? Seems you have issues with that feature, but some websites such as Newegg may not load properly with it disabled.
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DebbieWilliams

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Why should any of us disable Turbo Page?! It is the only highspeed feature of HughesNet and you disable it plenty enough on your own. NOT happy.
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Charles Scott, Champion

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Debbie, as I said, I am NOT a Hughesnet employee. I don't disable anything, neither does Hughesnet. I said to disable the feature for a reason, sometimes the proxy server is overloaded with requests and it slows things down. When it starts to have issues, and isn't disabled on the modem, your modem is still trying to request from it, which results in errors. But when a user disables, you by-pass the proxy. -.-
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DebbieWilliams

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I just bought a new high speed computer. I still have hiccupping videos all over. Wasted my money on this computer, I guess. Until HughesNet gets up to speed might as well go back to Texas Instruments. HughesNet either needs to lower its prices or get speed up to to at least 2011 standards.
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Charles Scott, Champion

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Lately congestion has become very bad on Spaceway 3 (HN9XXX) users. This is probably why your videos are "hiccuping", which I hope is buffering. Have you considered to change to Gen4 for the improved speeds over HN7000/9000?
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DebbieWilliams

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Yes, I spoke with one of your representatives about it after I bought this computer. I was supposed to have been informed when it was available to me.
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DebbieWilliams

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I pay about $80.00 per month now for HughesNet which is exhorbitant for no more than I use it. I use it more on weekends than on weeknights after work. And I'm pretty sick of it being so primitive for that amount of money.
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Charles Scott, Champion

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Well, installs are just starting in some areas in the next week or so, by November 15th, most people who can get it will have the option to upgrade I think. Do you have a case number for that call? A CSR may be more than happy to look into the call and check things out for you. BTW, I am not a Hughesnet Employee, just a regular old customer that likes to try and help out.
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DebbieWilliams

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I suppose somewhere in my copious notes in dealing with HughesNet I have a case number, but it's late, and I'm not going looking for it now. They have my account information, and they had damn well better start performing. I pay more for HughesNet than I do TV (also satellite, DirecTV) or land line phone. HughesNet speed is pitiful.
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Andy Strutynsky

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Sara - I just ran a internet speed test with some utility software provided with the Cisco router I bought to "solve" my speed problem. The test ran at about 9 pm wisconsin time - can't be too high of a use period.
The test came up with a download speed of 0.18 Mbps, upload 0.03 Mbps.
Andy
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Sara for Hughes

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ok got it - we'll be calling you shortly.
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DebbieWilliams

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Andy, I get that web acceleration error (504) frequently. A little too frequently. I thought it was my old computer. I actually almost returned the new one because of HughesNet, until I figured out it was a HughesNet problem. No point in having a brand spanking new high-speed computer if the internet connection can't keep up with it, eh, Sara?
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DebbieWilliams

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I would also like to point out to HughesNet that slow speed is apparently a burdgeoning problem because since my original post I had heard very little and all of a sudden my email is full of comments regarding your slow speed.
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Sara for Hughes

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Debbie, once you share your latest case number I'll be able to pull your account information and help. Thanks, Sara
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DebbieWilliams

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Well, Sara, I don't have a case number. I had to call Hughes AGAIN tonight because the turbo page was down once again and I couldn't get on I/N. Funny how it seems to come up fine when I call and complain, but at $80 a month I'm getting pretty tired of this. I'm out of contract with you folks, but I don't think I have anything else available. This lack of service for high cost is getting on my last nerve. I'm pretty politically involved and we do have an important election coming up so I need internet access.

Notwithstanding, I do expect a service to work when I pay so much per month for it. If it isn't working, I expect a rebate.
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DebbieWilliams

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@Sara for Hughes Tell me what information you need to access my account and I will gladly provide it.
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Sara for Hughes

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Debbie, at the end of each troubleshooting call you are provided with a case number which you can use to reference that specific concern. That is the number I am looking for. Case numbers allow me to review the steps we already took to troubleshoot your service and take over from there. Please provide your case number. Thank you, Sara
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Larry Rowland

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Debbie, if it is a case number that Sara is needing, call Tech Support, verify your account (telephone number) and they can provide you with that. OK? :)

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