Slow Connection

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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  • This reply was removed on 2012-02-01.
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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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  • 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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  • I’m Totally Irritated and used.
    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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  • 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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    • This comment was removed on 2012-11-06.
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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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  • BTW, I'm still not thrilled with HughesNet for the price.
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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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  • 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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  • I’m frustrated and confused
    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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  • I’m aggravated and disappointed.
    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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  • This reply was removed on 2012-09-26.
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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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  • 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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  • I’m helpful.
    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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  • I’m frustrated
    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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  • 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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  • 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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  • 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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  • I’m even more frustrated
    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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  • 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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    • 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.
    • 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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  • 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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  • 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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  • I’m disgusted
    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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  • 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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  • 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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  • @Sara for Hughes Tell me what information you need to access my account and I will gladly provide it.
    • 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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  • 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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  • Hughes also told me it was my computer & router in the past. Bought new of both & nothing changed in my speed or connections at all. Just be careful before you blow a lot of money on all new equipment like I did, might not even help.
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  • I’m WTF?
    I just spent about 25 minutes trying to get onto this site to leave another comment. I spent probably over an hour this afternoon with tech support. Even though the Hughesnet speed test was giving me about 350 kbps download (my service is supposed to have 1500 download) and anywhere from 0 (zero - that's right - zip, nada,nichevo, nothing) upload to 7 kbps upload (my service is supposed to have 512 kbps upload) the tech told me there was nothing wrong with my service (I've been a customer for 5+ years) and he couldn't send a tech out to check equipment (I have an onsite service plan) without me paying time and materials. I just checked my download/upload speeds - 9 pm in Wisconsin - and they are 350 kpbs download, zero upload. I live alone, I don't play video games, right now I am having a hard time getting text emails.
    I just spent nearly 10 minutes trying to log onto this site via Google. I started trying to send this comment about 920 pm - right now it's 1010 pm. I could have hand carried this to where ever Hughes is faster - smoke signals anyone?
    I'm glad the techs let me know everything is OK with my service - or I'd be concerned that the acoustic couplers I used to work with in the late 1970's (120-300 baud) connecting to the IBM 360 University of Illinois mainframes were high tech to Hughes. I did start my computer career on punchcards programing FORTRAN
    • Andy, please post your latest case number so that I can look into the troubleshooting already performed on your site and take it from there. Thank you, Sara
    • I gave up some time ago with support regarding DNS and Web acceleration errors. In a few cases I have called I knew it was a problem that support could help, like no connection at all.

      I have often used the Hughes site for checking speeds and like Andy they are well below acceptable. I began using Hughes Service while still with Earthlink for my first three years. It is my only option for High Speed (sic) internet. But now during much of the day and even into the night speeds rarely are above 400mb down and in often in the teens. I have tried to download during FAP free but here I also ran into speed problems as it appears others also have this idea. My signal strength is 86.

      Rarely does a web page load properly and forget about trying to watch videos from news sites. One problem there is I find I am quickly into the FAP. My wife and I are both very active on the computer, she designs web sites for performing artists as well as an arts and entertainment sight she maintains. Much of the time she cannot upload her work and has to leave to go to a WiFi location 10 miles away.

      As I often do need to view or download audio and video files for the organizations I work with I try to schedule them at a time when I can use a true high speed internet

      I am often asked in the rural area by people if they should change from Wild Blue or even sign up for Hughes and I tell them absolutely not!!! Wild Blues new Excede service is not available in this area nor is the new Gen4.

      If the new Gen4 was available I believe Hughes should not charge us for installation going to that service as we have paid far to long for inferior service. However, only new customers from what I have read get the promo package. Great customer service wouldn't you say?

      This morning I tried to view a couple of videos on News sites. I couldn't do it. The connection is to slow. I am also learning to avoid those sites which have videos which automatically start when you download the page. That also eats into our FAP.

      Also on checking the Hughes site, they are still selling new connections to the existing services. At least Wild Blue has restricted any new applications as their Satellite is full in this area. They have problems but from talking with those locally who; have Wildblue my problems are far worse. In other words neither provider is good, just one is far worse than the other.
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  • I’m frustrated.
    I just joined Hughesnet. We moved to our new home on August 30th. After three failed attempts to get service installed, we finally had success two weeks ago. The service is so slow that even the installation tech commented at how slow it was. It's as slow as I remember dial up to be years ago. The tech said Hughesnet is upgrading everything to 4G so it would be slow for about a day. That was two weeks ago and it's still so slow no one in my family wants to get online. We don't download stuff, we don't play games... we don't do anything and when I try to get online to check my checking account balance, I need to set aside at least 15 minutes to get to one page of information. It's ridiculous. I should have paid attention to the 3 out of 4 people that advised against Hughesnet... but that 4th person is a Tech guru which is why I went with the 25% on this one.... big mistake.
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  • 1
    Anna Pennington Baker
    Welcome to the forum and sorry the problem you are having is so soon.

    I have to advise you that you will have to call customer support @ 866-347-3292 and at least get a case # for Sara so she can look into this for you if support is unable to help.
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  • Hello Anna, just as Paul suggested above: please provide your case number so that I can look into your concerns. If you've yet to connect with us please give us a call at 866 347 3292. Thank you, Sara
    • I contacted Hughesnet this weekend. I had to end the call after 30 minutes as my 8 mo old woke up from her nap. I am limited as to when and how long I can call. I was advised to call back when I had more time. I can't call back until the weekend. I will call back. I don't have the case number because I am sure I will need to finish all of the tests with the tech before anyone else will step in. It's unfortunate that the amount we pay stays the same when we are unable to get good service. I work a lot from home and have been unable to do so because the connection is so slow the work programs "time out".
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  • I’m frustrated
    Sarah - my case number from yesterday is 32900007. I ran speed tests on and off all day today. My downloads were 500-1500 kbps - not bad. My uploads were 0-10 instead of 512 kpbs.
    Andy
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  • I’m frustrated
    I have been with Hughesnet since 2003. That's back when it was Direcway. My internet service had been good until about six months ago. My service has been intermittent to a point that it is of little use. I called tech support on 20 AUG( Case# 32387501) and ran through about a hour of troubleshooting. I was put on hold for a Advanced Tech and gave up after 50 minutes of waiting. On 18 SEP, I called back ( Case# 32745232) and talked to the Advanced Tech who ran through more of the same system checks. Thought I saw improvement (wishful thinking), but nothing has improved. I was considering the GEN4 upgrade, but I might be "jumping out of the frying pan and into the fire".
    • Hi Ernie, I located your account thank you for posting your case number. I do see that you first contacted us regarding slow speeds on August 20, 2012 and the call was terminated while on hold prior to speaking to Tier III. I will be looking into exactly how long the wait time was and why. We will be contacting you shortly to address any additional concerns you may have. Thank you, Snow
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  • I’m happy
    I had painfully slow connections, if at all. I found out today, when I was upgraded to Gen4, that the plastic lens on the old dish was cracked and allowed moisture in.(That is the whitish lens that points toward the metal dish.)
    Apparently this is a very common problem.
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  • I have the same problem. I have repeated calls the last tech said no problem he could detect with my equipment. Had a Satellite man come and he said no obstructions but had blackening on my cords from moisture. He changed a couple ends and said that it was probably caroded cords into the radio arm. But he said he couldn't do anything about it until HughesNet called in work order to replace the arm. Again, Tech guy on the phone said on his end showed no problems. I truly have the slowest internet on here.
    Sometimes I am literally at 8kbs. Sometimes I get so frustrated I plug up my free
    NetZero and do dialup cause it is faster! Free zone time...is pointless I NEVER get the
    full time allotted and it is NEVER fast as it was when I first started with HughesNet.
    We have to use up into the FAP frequently just to update the pc or laptop.
    Forget downloading anything much. And the least sign of any precipitation or fog and
    I have nothing...then again, back to dialup. WHY is HughesNet so plaqued with problems and WHY are they sooooo reluctantant to change out our equipment so
    we can have decent service. Every Hughesnet customer I have talked to has either had to have something repositioned by a tech and most have had to have wires replaced or
    radio arm.
    But the customer has to pay for months and months of lousy service before
    we can get HughesNet to send someone out - their cost - to change out a few parts!

    Why is Hughes so frugal with with replacing cords or radio arms to our equipment and constantly all you here is "We may have to charge you" It's $200.00 for a service man to come out if anything has been damaged you will have to pay to replace it"?.

    HUGESNET ..I LIVE IN A THREE STORY HOUSE ! I COULDN'T REACH THE SATELLITE MOUNTED ON TOP OF THERE to damage it IF I WANTED TOO!
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  • This reply was removed on 2012-10-10.
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  • I’m frustrated and fed up!
    1
    Every year I have this same problem for months on end. I should not have to come here and complain or call and spend an hour or more on the phone jumping through their useless hoops. Hughes Net has had lousy customer service (Sara is nice but she can only do so much) ever since I became a customer four or five years ago. I don't need customer service that puts the blame on me, makes excuses, or makes me jump through exercises that never make any difference. I need customer service that listens to the problem and then gets results in a timely manner. Hughes fails all the way around and always has since I have known them.

    They take my $71 dollars every month and yet they can't seem to give me the CONSISTENT service I signed up for. Ever since the supposed new upgrades to their satellite my signal strength has been 20 to 30 points LOWER rain or shine. They claim it does not affect browsing speed but I would ask WHOSE browsing speed you referring to, because it definitely affects mine and always has.

    I don't even come close to using my allowance daily allowance except on rare occasions and yet I pay the same every month. It really ticks me off when I do decide to watch a video clip or two and have to give up because it buffers after every three or four words.

    Another thing, save the money spend on your mailings and just give me the service I pay for every month year after year. Someday most of us will have other choices and it will be too late for Hughes to redeem themselves at that time. Better look beyond your nose and do that redemption now. All any of us want is honesty, sincerity, and a fair deal. Is Hughes capable of that? I've seen no evidence.
    When trying to post I am accused of using profanity. Profanity?? I've not used profanity and it is not a part of my vocabulary.
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  • Jim, I'm sorry you had some trouble posting your comment... I also recently ran into this glitch and I'm already working to address it. In terms of your service... you specified you come across slower speeds every year... which makes me wonder if there’s a seasonal effect that should be considered (leaves growing on trees and obstructing your line of site, water in collecting in your feed horn from increased rain or snow melt, etc...). Please post your latest case number so that I can access your account to see what troubleshooting we already performed and go from there. Thanks, Sara
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  • I’m frustrated
    I have had the same trouble with HughesNet...Slow downloads ,no connection at all....As much as we pay for this we should not have this much trouble. They should offer us all a FREE up-grade to something that will work in our area...
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  • Tina, nahhh thats not possible... Let me rephrase that, its not possible at all period.. The most they will do and have been doing is giving free tech support, free tokens, etc. etc.
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  • Sorry, diablo, it is true. I just signed up for Gen4. We'll see if that helps Jury is still out. That involves another 24 month commitment. Not a problem here since nothing else is available. The upgrade costs $99.00, it is not free. Monthly fee is less than what I'm paying now.
    • I never said that its cheap.. I said that its nonsence and they should so more then just come to your home, try to fix the issue and then say ohhh i'm sorry but i cannot fix this problem, however your going to have still pay this much: $$$ maybe another tech will be able to assist on next repair though, still your going to have to pay another: $$$ on top of that.
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  • As I read some of these complaints, particularly about the replacement of the arm, I replace mine myself some time back as well as replaced the connectors while in the process. At that time my signal strength had dropped below 60 and I was not able to connect. Checking with a friend of mine who once worked on the dishes he suggested I replace the arm first as he had one he would give me.

    Once I replaced the arm and connectors signal strength returned to 86 and I was back on line, but the speeds were still slow. I have come to expect slow speeds now with all the grumbling that goes with it. Hughes is a four letter word in my local area where up until recently it was only Hughes or Wild Blue. Some who went to Wild Blue said it was an improvement but still had complaints. There speeds were constantly better during the day which with Hughes I have had download speeds below 200b at times.

    I mentioned that I am hoping that the WiFi that will soon be available will be all that I have been told. I have been desperate enough though that I would have considered Gen 4 but alas it is not available in Northern California.

    One thing I would be concerned with though with the higher speeds. That is exceeding the FAP much easier and faster. Once you get these higher speeds you may be more likely to download videos. Of course I have noticed in the last few months a good many news site now have videos on them and when you open the site to read the news the video
    begins. As Hughes down loads so slowly I find that by the time I began to notice that I was running close to my FAP it was spending to much time one morning on news sites that had videos. I now avoid any site with videos. You might want to consider this once you go the Gen 4.
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  • Considering this thread is nine months old and the original posters concerns have been addressed I am now closing this topic. If you have specific concerns you would like addressed please start a new thread and we will be more than happy to help.
    Thank you, Sara
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