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woes on IA6G26
@direcpc.com
| reply to RDLee
Re: [DW7000] Hughesnet getting worse and worse... anyway to stop
said by RDLee  :Will not labor this topic much. I had same problems on HN7000s PRO plan as you guys. Contacted HNS many times. Finally I demanded a service installer come to my location (at my own cost $125.00) to test and point my dish. Note: I would not accept appointments unless between Noon and 6:00 PM on Mon-Fri. Installer arrived, I showed him many days of HNS spd test and sys stat results, etc. First, he replaced the radio unit (at HNS' expense) then tried to fine tune dish to TelStar 6, 93.0W, he could not correct any existing WEB acceleration, DNS availability errors or speed issues. He called 'his' HNS support contact, they tested my modem and said it was good (no problems) and finally they told him to move me to a new satellite at 117.0W, I believe this is SatMex 5. Any way I am averaging 850/180 24x7 now for almost three weeks. Have only reset the modem one time since (during a storm), it even reconnected then with cats and dogs falling out of the sky, not good but did connect. NOTE: I'm NOT saying HNS is good or fair, only that they have at least temporarily fixed my problems by changing satellites. I have no other option than WildBlue which my neighbor has and his performance is worse than HSN. So maybe some of you can do something similar. There has been an ongoing issue with 93W (IA6/G26), transponder 1216 since about March 12. You will find a fairly long thread about it somewhere down this board. I don't know why, but it seems as if Hughes has given up on trying to fix the problem and has been moving large numbers of people (at least those who have on-going cases with tier 4 support or executive customer care) either to a different satellite or to a different transponder on the same satellite.
It's too bad that you had to pay for the service call. In my case, I was reluctant to move because the gateway to which I was assigned was not at all crowded. I received essentially plan max speeds at any time of the day. Nevertheless, after 6 weeks of not being able to fix the problem, they decided to move me to another transponder on the same satellite, and everything on the new transponder is fine. Further, at their expense, they are sending out a tech to re-peak the dish for the new transponder, and they gave me $200 in service credits for the time of unacceptable service. | |
RDLee
join:2006-12-10
Liberty, TX
| said by woes on IA6G26 :said by RDLee :Will not labor this topic much. I had same problems on HN7000s PRO plan as you guys. Contacted HNS many times. Finally I demanded a service installer come to my location (at my own cost $125.00) to test and point my dish. Note: I would not accept appointments unless between Noon and 6:00 PM on Mon-Fri. Installer arrived, I showed him many days of HNS spd test and sys stat results, etc. First, he replaced the radio unit (at HNS' expense) then tried to fine tune dish to TelStar 6, 93.0W, he could not correct any existing WEB acceleration, DNS availability errors or speed issues. He called 'his' HNS support contact, they tested my modem and said it was good (no problems) and finally they told him to move me to a new satellite at 117.0W, I believe this is SatMex 5. Any way I am averaging 850/180 24x7 now for almost three weeks. Have only reset the modem one time since (during a storm), it even reconnected then with cats and dogs falling out of the sky, not good but did connect. NOTE: I'm NOT saying HNS is good or fair, only that they have at least temporarily fixed my problems by changing satellites. I have no other option than WildBlue which my neighbor has and his performance is worse than HSN. So maybe some of you can do something similar. There has been an ongoing issue with 93W (IA6/G26), transponder 1216 since about March 12. You will find a fairly long thread about it somewhere down this board. I don't know why, but it seems as if Hughes has given up on trying to fix the problem and has been moving large numbers of people (at least those who have on-going cases with tier 4 support or executive customer care) either to a different satellite or to a different transponder on the same satellite. It's too bad that you had to pay for the service call. In my case, I was reluctant to move because the gateway to which I was assigned was not at all crowded. I received essentially plan max speeds at any time of the day. Nevertheless, after 6 weeks of not being able to fix the problem, they decided to move me to another transponder on the same satellite, and everything on the new transponder is fine. Further, at their expense, they are sending out a tech to re-peak the dish for the new transponder, and they gave me $200 in service credits for the time of unacceptable service. What premiss did you use to get "the service credits for the time of unacceptable service". Since I have the performance data about 3-4 months of poor services perhaps I can confront them on that issue and recoup some losses.
Regards | |
woes on IA6G26
@direcpc.com
| said by RDLee :said by woes on IA6G26 :said by RDLee :Will not labor this topic much. I had same problems on HN7000s PRO plan as you guys. Contacted HNS many times. Finally I demanded a service installer come to my location (at my own cost $125.00) to test and point my dish. Note: I would not accept appointments unless between Noon and 6:00 PM on Mon-Fri. Installer arrived, I showed him many days of HNS spd test and sys stat results, etc. First, he replaced the radio unit (at HNS' expense) then tried to fine tune dish to TelStar 6, 93.0W, he could not correct any existing WEB acceleration, DNS availability errors or speed issues. He called 'his' HNS support contact, they tested my modem and said it was good (no problems) and finally they told him to move me to a new satellite at 117.0W, I believe this is SatMex 5. Any way I am averaging 850/180 24x7 now for almost three weeks. Have only reset the modem one time since (during a storm), it even reconnected then with cats and dogs falling out of the sky, not good but did connect. NOTE: I'm NOT saying HNS is good or fair, only that they have at least temporarily fixed my problems by changing satellites. I have no other option than WildBlue which my neighbor has and his performance is worse than HSN. So maybe some of you can do something similar. There has been an ongoing issue with 93W (IA6/G26), transponder 1216 since about March 12. You will find a fairly long thread about it somewhere down this board. I don't know why, but it seems as if Hughes has given up on trying to fix the problem and has been moving large numbers of people (at least those who have on-going cases with tier 4 support or executive customer care) either to a different satellite or to a different transponder on the same satellite. It's too bad that you had to pay for the service call. In my case, I was reluctant to move because the gateway to which I was assigned was not at all crowded. I received essentially plan max speeds at any time of the day. Nevertheless, after 6 weeks of not being able to fix the problem, they decided to move me to another transponder on the same satellite, and everything on the new transponder is fine. Further, at their expense, they are sending out a tech to re-peak the dish for the new transponder, and they gave me $200 in service credits for the time of unacceptable service. What premiss did you use to get "the service credits for the time of unacceptable service". Since I have the performance data about 3-4 months of poor services perhaps I can confront them on that issue and recoup some losses. Regards I had an on-going case with tier 4 for 3-4 weeks. They confirmed that it was NOC issue affecting everyone on the transponder and that they had no projected date for having it fixed, and they assured my that they were documenting that I would get a credit for unusable service when everything was fixed. When the problems continued without resolution for over a month, I "escalated" the case to executive customer care. Executive customer care offered the credits to me without any need for me to argue for them. | |
RDLee
join:2006-12-10
Liberty, TX
4 edits | Thanks for the information. | |
erie pa
@direcpc.com
| reply to Randy L
Hi everyone, I too am having the same exact problem.
It started mostly in March, Level 3 tech "fixed" the problem
Last week same issue came back. Now the indians are saying 47k is normal during peak. I pointed out their own website says 600k can still be expected during peak. After fighting with him I got his supervisor "Robbie" I demanded he escalate the problem and I get an English speaking US citizen to talk to.
It was escalated, the new tech said 47k in now average and there is nothing wrong with hughes. His supervisor concurred and admitted I would get better speeds with dial up. 4:00 PM est it goes down to 40-70k 12:00:00 it shoots right back up. We are obviously on some kinds of timed switchover> I have been a customer since 2000, this is by far the worst. Filed with BBB as others have. Good luck
79.99 a month being stolen from me | |
Downrange
join:2008-04-28
Catawba, VA
1 edit | EVDO (Verizon Wireless) - 1015 Down 820 Up - 8:30 PM
Equipment cost: Free
Monthly Fee (5 gb): 59.99 | |
Jack_in_VA
Premium
join:2007-11-26
Mathews, VA
| said by Downrange :EVDO (Verizon Wireless) - 1015 Down 820 Up - 8:30 PM Equipment cost: Free Monthly Fee (5 gb): 59.99 EVDO (Millenicom (Sprint)) $49.99/mo, no contact, unlimited usage.
9pm speed test.
 | |
deadheadrjp
Premium
join:2005-01-21
Pollock Pines, CA
 ·AT&T DSL Service
 ·Comcast
|  reply to Randy L
I agree with most of what everyone here has been typing.
I have HughesNet when I go to my place in the woods...
I think Hughes only makes the problem worse when they are so vague in their descriptions of which "kb" (kilobit, or kilobyte?) and which mb (megabit, or megabyte?) they are talking about. Someone like me (and you others here that are smart enough to be participants of this web site) is going to know enough to try looking over the fine print about which it is and then also investigate actual throughput\sec versus averages.
When Hughes tries to make their service sound attractive to potential new customers, they need to be more clear about these issues. I think that in the long run that is causing them more ill-will than they really should want. This I think becomes especially important, in order to try not to confuse your customers - when you're already a relatively expensive and cumbersome service (some of which by the nature of things, other things are up to Hughes to fix).
Basically, the average computer user with a "1.5 mb" account may get angry about why they are only getting "192 kb," when they download files... Wellllll, if that "1.5" that is being advertised is in megabits, then 192 kilobytes is actually the same thing; therefore, in this type of case, that user'sservice is very much on the targeted goals and running very well...
Does anyone else find this type of thing to be a problem? Perhaps a good deal of people (not on this thread of course) out there really are getting the right speeds as advertised, but they have no idea in the first place that kb and mb both can mean different things...
I think Hughes, etc. should be going out of their way to make this clear. I bet they'd see a big reduction in service calls...
»www.matisse.net/bitcalc/ | |
blueeyes51
join:2008-05-03
Grass Valley, CA
| reply to Randy L
Help... I am a newbie here and not someone that is real technical...
I am having the same problem and I am glad I found this forum... it is sad to say, but I am glad to see that I am not the only one having this problem. I was actually starting to believe tech support.
I have a DW7000 and the worst of it started I think in March. It has gotten so bad now that we can't even get satellite access anymore... I am on dial-up right now.
I have no idea what to do and have been getting the run around by the tech support... at first they were dealing with the problem... they are now saying the problem is on my end and wants to send out a service person at $125... which I cannot afford. And yes, I too am definitely real tired of dealing with India/Pakistan now.
We started getting the noted late evening and early morning access only. My neighbor, who is sharing it with myself and my Dad, called tech support for me about two weeks ago and when he couldn't get any good answers or results, told them that we would cancel if it didn't get any better. Low and behold it worked great nonstop for a little over a week after that, and then, no access anymore... stopped dead. We are not even getting the after midnight access now.
I am guessing this is pretty much is a continent wide problem? I live up in the Sierras in California where your only choices are regular dial-up or satellite... right now dial-up is faster.
I do a lot work and research online and this has become extremely frustrating. I have no clue how to deal with any of this any more. I checked all the cables, the dish and cleaned it, checked all connectors, and modem reboots and nothing made any difference. I saw in another thread to "try a turbo-page teardown - rather than a modem reboot". I use a Mac so I have no idea how to do that... or can I "try a turbo-page teardown" on a Mac?
Please, any suggestions? Besides the obvious of canceling my Hughesnet account. After reading this thread tho... that is probably what we will be doing anyway.
Thanks for being here! | |
inky8
@direcpc.com | reply to deadheadrjp
wheww, never knew so many had similar probs, hughes sucks, email me at james_gent@yahoo.com
preparing class action, little or no cost to you, we will win!!!!!!!!!!!!! am fed up with this corporate giant, no answers!!!!!!!!!!!!!!!!!!! | |
tahoedan
join:2006-01-01
Tahoe City, CA
·AT&T DSL Service
| reply to hugheshostag
said by hugheshostag :Just an idea: I wonder what would happen if a newspaper say The Wall Street Journal suddenly received letters complaining about overselling capacity and unhappy customers complaining of fraud? You think investors might get nervous and bail? As someone said earlier Hughes is big with deep pockets and they think they are above the law, the best thing to do is to get this into the court of public opinion. Anyone interested? stock price would definently drop. let me know and i will short the Sh$t out of it first.
I have been off hughes for 6 months now and I am still pissed at what they put me through.
I think somebody here needs to get everyone organized, a task force, maybe open a forum to do so (a private by invite only forum)
I think the best thing is to definitely for everybody to contact the MD BBB and maybe get a letter writing campaing to state representatives.
"Hughes Affirms Market Leadership Surpassing 400,000 Consumer and Small Business Satellite Broadband Subscribers"
»money.cnn.com/news/newsfeeds/art···H028.htm | |
MMS747
@direcpc.com
| reply to Randy L
To make a long story short, my "4-12 throttle" began around New Year's. Being a longtime customer, I knew better than to call Hughes. Instead, on about April 10th, I began an experiment to see what changing my usage patterns would do. I changed none of the activities I was doing before. All I changed is the quantity (bandwidth used) of the activities, and their hours. I still do normal surfing at any hour of the day. For downloading and streaming, I try to avoid the 4-12 peak, but occasionally dip into it. I have reduced the frequency and quantity of my use of the FAP FREE hours.
Within about two weeks my 4-12 throttle was automatically lifted, and within about a month I went from light throttling to no throttling at all. Even more surprising was that my top speeds went from about 700 (Home Plan) to a very steady 750.
Here are my speed tests. I have divided them into three distinct periods:
May 15th, 12:54AM - 749/124 kbps
May 14th, 10:03PM - 751/124 kbps
May 14th, 06:30PM - 749/119 kbps
May 14th, 02:21PM - 745/122 kbps
May 14th, 11:03AM - 757/119 kbps
May 14th, 02:44AM - 756/124 kbps
May 14th, 12:14AM - 749/122 kbps
May 13th, 10:55PM - 744/63 kbps
May 13th, 10:53PM - 759/52 kbps
May 13th, 05:48PM - 751/123 kbps
May 13th, 03:28PM - 758/122 kbps
May 13th, 12:39AM - 753/124 kbps
May 12th, 08:59PM - 752/110 kbps
May 12th, 05:26PM - 751/123 kbps
May 12th, 12:18PM - 754/113 kbps
May 12th, 12:11AM - 752/125 kbps
May 11th, 10:38PM - 752/124 kbps
May 11th, 05:29PM - 752/122 kbps
May 11th, 04:28AM - 758/123 kbps
May 11th, 12:58AM - 756/119 kbps
May 10th, 08:31PM - 752/124 kbps
May 10th, 03:21PM - 747/100 kbps
May 10th, 12:26PM - 749/114 kbps
May 10th, 02:31AM - 643/123 kbps
May 10th, 12:27AM - 492/112 kbps
May 10th, 12:20AM - 513/119 kbps
May 9th, 11:50PM - 729/124 kbps
May 9th, 11:48PM - 662/125 kbps
May 9th, 05:09PM - 753/102 kbps
May 9th, 12:17PM - 751/75 kbps
May 9th, 01:05AM - 756/124 kbps
May 8th, 08:54PM - 755/123 kbps
May 8th, 04:10PM - 758/113 kbps
May 8th, 03:07PM - 755/121 kbps
May 7th, 09:29PM - 754/96 kbps
May 7th, 04:23PM - 751/115 kbps
May 7th, 01:00PM - 749/124 kbps
May 7th, 01:33AM - 755/125 kbps
May 6th, 10:02PM - 695/111 kbps
May 6th, 04:18PM - 747/112 kbps
May 5th, 10:10PM - 673/120 kbps
May 5th, 08:12PM - 682/119 kbps
May 4th, 11:13PM - 683/123 kbps
May 4th, 06:57PM - 691/123 kbps
May 4th, 05:18PM - 706/118 kbps
May 3rd, 11:14PM - 692/123 kbps
May 3rd, 03:09PM - 704/123 kbps
May 2nd, 11:05PM - 682/123 kbps
May 2nd, 03:51PM - 703/123 kbps
May 1st, 11:43PM - 678/123 kbps
April 30th, 11:01PM - 681/122 kbps
April 30th, 07:18PM - 675/64 kbps
April 30th, 12:16AM - 680/123 kbps
April 29th, 11:10PM - 657/122 kbps
April 29th, 07:21PM - 656/114 kbps
April 29th, 03:11AM - 690/123 kbps
April 29th, 12:04AM - 692/123 kbps
April 28th, 11:42PM - 673/122 kbps
April 28th, 10:27PM - 650/121 kbps
April 23rd, 11:18PM - 78/54 kbps
April 23rd, 12:05AM - 695/123 kbps
April 20th, 11:17PM - 80/59 kbps
April 17th, 10:42PM - 73/40 kbps
April 16th, 10:14PM - 82/120 kbps
April 15th, 10:22PM - 61/49 kbps
April 14th, 11:01PM - 80/69 kbps
March 2nd, 09:40PM - 78/124 kbps
March 2nd, 02:36PM - 701/122 kbps
February 29th, 12:03AM - 696/122 kbps
February 28th, 11:41PM - 81/123 kbps
February 23rd, 09:14PM - 78/75 kbps
February 22nd, 09:53PM - 80/45 kbps
February 22nd, 02:26AM - 699/123 kbps
February 21st, 09:17PM - 77/34 kbps
February 20th, 01:08PM - 612/123 kbps
February 20th, 01:03PM - 74/123 kbps
February 6th, 02:07AM - 711/123 kbps
February 1st, 09:13PM - 107/68 kbps
January 31st, 10:08PM - 105/51 kbps
January 30th, 01:21PM - 700/113 kbps
January 28th, 08:59PM - 117/59 kbps
January 27th, 09:13PM - 109/37 kbps
January 26th, 10:30PM - 100/54 kbps
I'll let you draw your own conclusions. There's just a few points I'd like to make. First, a call to Hughes will most likely be a temporary fix without a change in usage patterns. And my guess is that a change in sat/transponder/gateway will last maybe a month until a usage history is built up. My own idea (and I'm not alone) is that Hughes has a "new" system that calculates bandwidth made available to each individual. And there's not much tech support can tell you because it's set automatically by the system on a user by user basis.
"My Own Personal FAP"
Home Plan, 117W, 1090MHz, Router Address: 66.82.156.169 | |
slaver
join:2006-07-23
Alma, WV
| reply to Randy L
They must weigh the plus and minuses, I mean instead of doing the right thing and telling what the rule is then at least we would know. They figure it is to their advantage to keep it secret throttle "rule" breakers then blame the whole network. This to me is being deceitful and unfair. | |
MMS747
@direcpc.com
| I don't know, Slaver, it's all pretty bizarre. You'd think it would be easier for them, rather than fielding all those calls, sending techs out on wild goose chases, and swapping out perfectly good equipment. And I don't know about you, but I feel better knowing that at least I have some control over my connection, instead of being at the mercy of mysterious forces. I suppose they have their reasons. | |
Aframe
Premium
join:2008-01-30
Uvalde, TX
 ·HughesNet Satellit..
| said by MMS747 :
I don't know, Slaver, it's all pretty bizarre. You'd think it would be easier for them, rather than fielding all those calls, sending techs out on wild goose chases, and swapping out perfectly good equipment. And I don't know about you, but I feel better knowing that at least I have some control over my connection, instead of being at the mercy of mysterious forces. I suppose they have their reasons.
I have a "gut feeling" that a lot of answers are in the advanced pages of the modem. Sure would be nice if there were some information available as to how to understand it. Oh well.. guess it is not to be..
later
/Frank/
--
HN7000s/.98m/2w,Sm office,Horizon 1,127west,1110,version5.6.1.19,XP Pro,Linksys WRT150N | |
slaver
join:2006-07-23
Alma, WV | reply to Randy L
Dont you find it odd that the advanced pages are never mentioned, like they do not exist. | |
Randall L
@direcpc.com
| reply to Aframe
My speeds have steadily average 70kbs(downlink NOT download speeds) so my download will not exceed 7-10kbs.
During the FAP-free times of 3-6AM I can still get speeds of anywhere from 1mb/s(downlink)
What other folks have been saying is true, Hughes is purposely limiting customers so they can put more and more people on the same satellites. We have been promised speeds comparable with HIGH-SPEED CABLE yet some of us can't compete with dial-up...
BTW I was told by somebody that Hughes guarantees somewhere(I was told this so whether its true or not I do not know) speeds of 300kbs(downlink) which means if your steadily seeing lower than this they HAVE TO(rolls eyes) do something...
The only light at the end of the tunnel is Road Runner is supposedly surveying our neighborhood... they say they need 16 houses in a miles radius for them to do it so if your street qualifies contact your local cable company and who knows, maybe you can can Hughes permanently 
BTW for those of you using EVDO, do any of you have this hooked up to a router? How well does it work? Is it much better than hughes as far as CONSISTENT and RELIABLE speeds as well as low latency(I mean lower than hughes has been giving us lately but what should be normal for wireless)
| |
Downrange
join:2008-04-28
Catawba, VA
1 edit | Well, interesting things appear to be going on with HN management of our DL speeds. For the first time in months, I've got decent downloads tonight. Maybe because I've essentially used it ZERO for the past week of so?
Now, before someone says it, let me say right now I've never been even close to my daily limits, at least since upgrading to the Pro plan. Got fapped a couple of times months ago on the cheap plan, but usage is most often less than 50 per cent of my allowed max. So, I'm not sure what's going on unless they're just starting to rotate the decelerator pedal between sats and transponders. Anyway, that's a decent score. Going to check WildBlue now.
OH KAY, WB wouldn't even run the test. hmmm.... Kids said it wasn't working and they were logging onto HN. Laredo gateway down again? It would get halfway through the speedtest and just quit.
Here's Verizon:
See, here's the thing: I was all ready to quit HN, really relishing that call to them, and now they up and give good performance at 10 PM? And, the same night, WB takes a dump. So.... I need to keep ONE of the satnets to handle my bandwidth, which do I keep??
Guess I'll have carry both another month to see what shakes out.
To the poster who asked about 3G routers, most people here and on the EVDO site report BETTER performance when they run their modems/cards for VZW through the router. | |
slaver
join:2006-07-23
Alma, WV | reply to Randy L
I know nothing about the science of it, however instead of concentrating on perhaps on board satellite switching to save a space to earth leg what about a way to move traffic on earth to less congested gatways automatically? | |
MMS747
@direcpc.com
| reply to Downrange
Your speeds improved because you haven't used your connection much in the last two weeks. And if you continue not using it much in the next two weeks, your times will be the best they've ever been. But if you go back to using it exactly the way you were before, I predict that your times will sink again. I'm not at all saying you're a bandwidth hog; from what I've read you're not. But throttling appears to be determined by (among other things) a combination of how much bandwidth is used and WHEN it is used. The "new" equation appears to be very stingy with the 4-12 peak. Even using half your bucket could flag you, if it's all used in the 4-12 timeframe. These are my predictions, based on what I've observed.
"My Own Personal FAP"
Home Plan, 117W, 1090MHz, Router Address: 66.82.156.169 | |
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