Re: [RANT] Hughesnet - Worst company in the world! in Rants, Raves, and Praise

Re: [RANT] Hughesnet - Worst company in the world! in Rants, Raves, and Praise http://www.dslreports.com/forum/r20746306 en Wed, 11 Nov 2009 14:05:54 EDT Wed, 11 Nov 2009 14:05:54 EDT Re: [RANT] Hughesnet - Worst company in the world! http://www.dslreports.com/forum/remark,20749577 mooglebunny : I live on the West coast, so when a lot of people have "Flow Control" off at 12 AM, it's 9 PM for me. I do dramatically notice and HAVE dramatically noticed a speed increase right after 9 PM, for almost a year now. It's like it speeds up and I can get my subscribed speed, once more.

And... modems do measure if Flow Control is in effect, and that is what essentially most likely slows down your service... If you download "too much" in an hour of high use.

(I mean, I am not on 87W, but it's the same for a lot of people on all of these satellites, minus Spaceway 3, I don't think they have enough people to cause problems, yet.)]]> http://www.dslreports.com/forum/remark,20749577 Sun, 06 Jul 2008 16:34:44 EDT Re: [RANT] Hughesnet - Worst company in the world! http://www.dslreports.com/forum/remark,20747366 anon : UPDATE:

I just got off the phone with level three support. He says I am on satellite AM3. He told me he does not know why I was told by level 1 that the satellite I was on has only one transponder. He says that on AM3 there are seven transponders. He has now sent my problem to level four, who will call me back in two business days. I'm getting the classic runaround.

To c150L:

Run a speed test at Hughes customer care website. Are the results logged four hours later than they should be? When I run a test at 5:30, it says 9:30 in the results. This was strange, because it began 10 minutes after I got off the phone with support yesterday saying I will be asking for a refund during this poor service period. He told me yes, he understands, and that I should conduct speed tests regularly to document it. Strange coincidence? I don't think so.

I also indirectly informed the level 3 guy about this forum, where customers speak of the 4 p.m. / 12:00 a.m. phenomenon. He told me he does not believe it, that perhaps people are mistaken. Personally, since I am seldom here at 4:00 p.m. it is hard for me to verify. I can say that at exactly 12:00 a.m. every night for the last 4 nights, my download speeds improve by a few hundred. If I conduct a test a few hours later, say at 2:00 a.m., then they are at 1000+. Something is not right here. I have trouble believing that everyone jumps off of their computer at exactly 12:00 a.m. every day, freeing up bandwidth.

I will now be starting a new thread about AM3.]]> http://www.dslreports.com/forum/remark,20747366 Sat, 05 Jul 2008 23:05:26 EDT Re: [RANT] Hughesnet - Worst company in the world! http://www.dslreports.com/forum/remark,20747330 bastnpny : I don't have problem with the speeds although I would like a faster speed, but I am on the home plan. At one time they had told me that I could upgrade. I told them I was paying enough.

anyway, I had a problem with email not getting to me. It seems Hughes through some of my mail was spam, but yet I get the cialis, viagra, stuff.

After calling tech support many times, I was finally told that they did not know when it would be resolved and they really did not seem to care that I was NOT getting email that I pay to get.

I contacted the Better Business Bureau. Hughes called ME and offered a 3 month refund. I took it but let them know that my complaint with BBB was still not resolved and that it would not be until I could get email. Ending up getting a gmail account and run hardly anything through hughes.net address.

Hopefully, wireless will be in my area in about 1-1/2 months.]]> http://www.dslreports.com/forum/remark,20747330 Sat, 05 Jul 2008 22:52:45 EDT Re: [RANT] Hughesnet - Worst company in the world! http://www.dslreports.com/forum/remark,20746587 mooglebunny : Hey, man, there's only a group of users that seem to get their speed all day.... and I don't know why. Most everyone else is on crowded transponders and we can't do much of anything.

And, they only promise up to.... they don't promise that they can deliver the speed that they say they could. You can't do much, especially if you signed a contract, you would have to pay the early termination fees, which are quite a lot. Of course we find it disgraceful that they seem to lure you in with somewhat broadband speed, then in reality, all you really get is just barely above dial-up for a majority of the day. (They do "flow control" as well as a whole and on individual modems, as speeds very well could be better during the day than they are.)

Welcome to the world of, Hey, you only have the option of us (HughesNet), Wildblue, Starband, ISDN, T1 or Dial-up. (ISDN and T1 aren't exactly cheap, either. They aren't always available in every area, too.) =/]]> http://www.dslreports.com/forum/remark,20746587 Sat, 05 Jul 2008 18:59:26 EDT Re: [RANT] Hughesnet - Worst company in the world! http://www.dslreports.com/forum/remark,20746445 anon : I just got off the phone with the advanced level support. Very bad news if you are me. He told me that the satellite I am on (87 West I guess) has only one transponder, and what would alleviate this problem is another satellite being sent up. In other words, I'm going to be getting these speeds for a very, very long time. When I spoke about the minimum speeds I should be getting, he informed me that speeds can vary PERIOD according to my contract. So I asked him if this is the level of service they are aiming for? There was not much of a response from that end. Basically I have been told that, while I am paying for ProPlus, I will not get speeds above 70/40 or so ever during the day. Does anyone else find this to be unacceptable?]]> http://www.dslreports.com/forum/remark,20746445 Sat, 05 Jul 2008 18:18:02 EDT Re: [RANT] Hughesnet - Worst company in the world! http://www.dslreports.com/forum/remark,20746306 anon : It is certainly not snow or ice, as I live in souther east Ohio. We have not had snow or ice for months. The problems I am having now are unrelated to the previous problem, which began in the early morning hours that the email upgrade occurred the first time. I do not know anything about satellites. I reported what I did to you because, when asking their technical support person, they affirmed that this is what is being done. Could their have been a misunderstanding? That is possible, but I was very clear in my suggestion of what could be happening.

You don't find it a little strange that on June 30th my download and upload speeds start suffering very bad speeds? Also strange is that hughesnet cannot tell me what the problem is. They say the modem is fine and that everything else in system control indicates there is no problem. And yet day after day this happens, this being day 5. It started around 3p.m. or 4p.m. on June 30th. If their satellite had the problems the previous day...you wouldn't be suspicious, also? At 12:00 a.m. on the dot each day, my speeds go from the average of 70/40 or so to a couple of hundred. By about 2:00 a.m. speeds over 1000.

Another strange thing happened. After my phone call last night with hughesnet they said they would escalate my problem. When I next ran a speed test a few minutes later, the results were logging four hours ahead. I called tech support AGAIN and reported this new anomoly, to which they replied there is some sort of bug with the speed test. They told me the next time I use it it will log the correct time. This hasn't happened. It is still logging results 4 hours ahead of time, and I am going to call them again. Below is my speed test log. Be advised that July 4th, 09:39PM - 78/66 kbps is logging results 4 hours later than it should. I can only suspect hughesnet to be doing something foul here, as I had asked them about a refund during this period of not receiving the bare minimum of promised speeds, even. I am extremely upset over this, as downloading any file during the day takes a very long time.

July 5th, 09:31PM - 75/51 kbps
July 5th, 04:02AM - 540/157 kbps
July 5th, 03:53AM - 77/37 kbps
July 5th, 03:09AM - 80/44 kbps
July 5th, 02:53AM - 82/40 kbps
July 5th, 02:10AM - 82/50 kbps
July 5th, 01:23AM - 73/55 kbps
July 5th, 01:20AM - 81/49 kbps
July 5th, 01:14AM - 80/47 kbps
July 5th, 12:57AM - 80/28 kbps
July 5th, 12:22AM - 77/41 kbps
July 5th, 12:16AM - 75/42 kbps
July 4th, 11:21PM - 80/66 kbps
July 4th, 11:01PM - 79/40 kbps
July 4th, 10:54PM - 76/45 kbps
July 4th, 10:32PM - 76/38 kbps
July 4th, 10:28PM - 80/64 kbps
July 4th, 10:25PM - 77/70 kbps
July 4th, 10:20PM - 75/59 kbps
July 4th, 10:13PM - 76/62 kbps
July 4th, 10:06PM - 70/46 kbps
July 4th, 09:39PM - 78/66 kbps
July 4th, 09:32AM - 1142/193 kbps
July 4th, 12:10AM - 213/78 kbps
July 3rd, 11:59PM - 72/70 kbps
July 3rd, 11:57PM - 76/78 kbps
July 3rd, 10:56PM - 76/58 kbps
July 3rd, 10:41PM - 68/53 kbps
July 3rd, 08:20PM - 75/35 kbps
July 3rd, 07:08PM - 77/51 kbps
July 3rd, 04:54PM - 76/44 kbps
July 3rd, 02:59PM - 181/76 kbps
July 3rd, 06:19AM - 1183/192 kbps
July 3rd, 12:47AM - 305/126 kbps
July 3rd, 12:03AM - 103/27 kbps
July 2nd, 11:52PM - 77/24 kbps
July 2nd, 11:43PM - 76/29 kbps
July 2nd, 11:41PM - 76/26 kbps
July 2nd, 11:29PM - 70/20 kbps
July 2nd, 11:23PM - 74/22 kbps
July 2nd, 11:05PM - 71/15 kbps
July 2nd, 11:04PM - 76/16 kbps
July 2nd, 10:58PM - 77/28 kbps
July 2nd, 09:45PM - 75/16 kbps
July 2nd, 08:31PM - 76/37 kbps
July 2nd, 06:39PM - 77/41 kbps
July 2nd, 06:37PM - 77/41 kbps
July 2nd, 06:35PM - 75/37 kbps
July 2nd, 06:21PM - 77/43 kbps
July 2nd, 05:59PM - 75/55 kbps
July 2nd, 05:39PM - 75/46 kbps
July 2nd, 04:43PM - 27/33 kbps
July 2nd, 04:40PM - 21/53 kbps
July 2nd, 03:44PM - 96/58 kbps
July 2nd, 12:22AM - 264/34 kbps
July 1st, 11:09PM - 77/29 kbps
July 1st, 11:05PM - 76/21 kbps
July 1st, 10:33PM - 77/34 kbps
July 1st, 09:49PM - 75/29 kbps
July 1st, 08:18PM - 74/17 kbps
July 1st, 07:57PM - 77/19 kbps
July 1st, 07:53PM - 78/23 kbps
July 1st, 07:49PM - 69/38 kbps
July 1st, 07:18PM - 51/41 kbps
July 1st, 07:07PM - 77/35 kbps
July 1st, 06:32PM - 78/33 kbps
July 1st, 06:16PM - 15/63 kbps
July 1st, 06:09PM - 76/45 kbps
July 1st, 06:03PM - 76/64 kbps
July 1st, 05:59PM - 78/31 kbps
July 1st, 05:56PM - 79/37 kbps
July 1st, 05:54PM - 76/26 kbps
July 1st, 05:48PM - 74/25 kbps
July 1st, 05:43PM - 8/39 kbps
July 1st, 05:31PM - 20/27 kbps
July 1st, 05:27PM - 30/22 kbps
July 1st, 05:23PM - 27/16 kbps
July 1st, 05:17PM - 27/22 kbps
July 1st, 05:14PM - 21/36 kbps
July 1st, 05:11PM - 18/30 kbps
July 1st, 02:15PM - 115/30 kbps
July 1st, 02:11PM - 170/24 kbps
July 1st, 02:07PM - 168/35 kbps
July 1st, 02:39AM - 1162/189 kbps
June 30th, 11:16PM - 73/39 kbps
June 30th, 11:12PM - 77/31 kbps
June 30th, 10:49PM - 74/19 kbps
June 30th, 10:32PM - 71/15 kbps
June 30th, 10:24PM - 83/15 kbps]]> http://www.dslreports.com/forum/remark,20746306 Sat, 05 Jul 2008 17:36:59 EDT Re: Worst company in the world! http://www.dslreports.com/forum/remark,20744215 mooglebunny : North India, then? Though.... I dunno, I thought India was in the Southern Hemisphere... Eh. (Seeing as part of South China is in the Southern Hemisphere...) Yeah, I do feel bad that their job is to do that, when many of them have pretty nice college degrees in other things... and could have better work.

Well, I dunno... I think I meant that it messed up how the satellite kept it's orbit and it might have shifted, is all. Like, because it lost part of the power on one half of the solar panel (which looks like it does help to keep it in orbit, from the design) that it caused it to shift. Something happened to it though to cause our signal to go down... the only thing I could think of that would cause a drastic drop *in my case from 66 to 40, the transponders can't be -that- much of a difference* is that it's orbit shifted.

But Hughes, their service... it's just not as adequate as it could be... is all I have to say. I'd take my dad's old 6/1 CHARTER connection any day of the week over Hughes... Oh well. I would actually be able to get some stuff done and not have to wait...]]> http://www.dslreports.com/forum/remark,20744215 Sat, 05 Jul 2008 02:20:27 EDT Re: Worst company in the world! http://www.dslreports.com/forum/remark,20744202 millham :

said by mooglebunny

:

Ohh, that's true about the snow/ice thing. Heh, I guess they don't use the logic of if it's cold where you are, it's not cold in the opposite hemisphere as where you are. Ehh.

Yeah, I already knew that... I've been reading the reports, I am an affected subscriber, after all. >.> I like knowing about any important details.

Though, what I MEANT by the movement thing is that I think because of that power failure, it perhaps CAUSED the satellite to shift out of it's orbit slightly. That's all. As in, it's not in it's usual spot as it has been for the past 8 or so years. (Just in noting that most everyone whom reported the problem seems to have a lower signal strength.)

Same hemisphere, just reading from a script.... I actually feel sorry for the Indians. Having to read a script, and no real knowledge of the system.

Interesting thought about the sat drifting because of the power loss. My understanding of the sats are that they have a propellant onboard, and when that propellant is (mostly) gone, they are moved. The power from the solar cells do not affect the ability to move. (Course I could be completely wrong. I've known to be wrong before :huh:)
--
FAP the FAPing FAPers!
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Humans x 4 | Cats x 8 | Dogs x 2 | Horses x 9
Chickens x 3 | Other critters x ?]]> http://www.dslreports.com/forum/remark,20744202 Sat, 05 Jul 2008 02:10:01 EDT Re: Worst company in the world! http://www.dslreports.com/forum/remark,20744169 mooglebunny : Ohh, that's true about the snow/ice thing. Heh, I guess they don't use the logic of if it's cold where you are, it's not cold in the opposite hemisphere as where you are. Ehh.

Yeah, I already knew that... I've been reading the reports, I am an affected subscriber, after all. >.> I like knowing about any important details.

Though, what I MEANT by the movement thing is that I think because of that power failure, it perhaps CAUSED the satellite to shift out of it's orbit slightly. That's all. As in, it's not in it's usual spot as it has been for the past 8 or so years. (Just in noting that most everyone whom reported the problem seems to have a lower signal strength.)]]> http://www.dslreports.com/forum/remark,20744169 Sat, 05 Jul 2008 01:56:18 EDT Re: Worst company in the world! http://www.dslreports.com/forum/remark,20744149 millham :

said by mooglebunny

:

I dunno about the snow or ice thing, but if Hughes didn't charge him, there must've been something else besides that kind of a factor, don't you think?

Anyway, Yeah, the G26 problem definitely wouldn't affect you, as it seems most of the customers were NOT re-pointed. We're still pointed at G26, regardless of if it moved out of orbit or not (Which I think happened, as I have a very, very poor signal).

Hughes, just has a lot of problems. Overselling the product with little upgrading to accommodate the influx of new customers.

As others have said, bandwidth is very limited in the sky... there is only so much a satellite can process every second.

From what I've seen so far, Intelisat has no plans to move or replace G26. They are still trying to figure out how to allocate the remaining bandwidth.

The snow/ice comment was about a recent post about the email changes where the poster was asked in 90 degree weather to check for snow/ice. Just the fun of support overseas, reading from a script...]]> http://www.dslreports.com/forum/remark,20744149 Sat, 05 Jul 2008 01:48:08 EDT Re: Worst company in the world! http://www.dslreports.com/forum/remark,20744130 mooglebunny : I dunno about the snow or ice thing, but if Hughes didn't charge him, there must've been something else besides that kind of a factor, don't you think?

Anyway, Yeah, the G26 problem definitely wouldn't affect you, as it seems most of the customers were NOT re-pointed. We're still pointed at G26, regardless of if it moved out of orbit or not (Which I think happened, as I have a very, very poor signal).

Hughes, just has a lot of problems. Overselling the product with little upgrading to accommodate the influx of new customers.

As others have said, bandwidth is very limited in the sky... there is only so much a satellite can process every second. ]]> http://www.dslreports.com/forum/remark,20744130 Sat, 05 Jul 2008 01:41:26 EDT Re: Worst company in the world! http://www.dslreports.com/forum/remark,20744112 millham : Again, I was never aligned with the satellite that crashed. These speeds are a direct result of hughesnet rerouting affected customers to other satellites.

You don't understand satellite, do you? The problems with G26 can not affect others. The G26 users dishes have to be physically re-aimed at a different satellite. And I haven't seen anyone here yet say that HN has sent an installer to repoint their dish.

I'm not saying that you don't have a problem, and that HN could do better with helping you, but don't blame the G26 problem on what you are seeing.

BTW, did you check to see if there was any snow or ice on your dish? :D
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DW6000 Home G3C 1307 | Netgear WGR614v7 | W2K | XP x 2 | Vista x 2 | 2003 Server
Humans x 3 | Cats x 7 | Horses x 4 | Chickens x 3 | Other critters x ?]]> http://www.dslreports.com/forum/remark,20744112 Sat, 05 Jul 2008 01:34:58 EDT [RANT] Hughesnet - Worst company in the world! http://www.dslreports.com/forum/remark,20743703 anon : Hughesnet is a terrible company to deal with. They are either completely unaware of how poor their service is, or they strive hard to make sure you know you have no options when dealing with them. Based on my experience I think it is the latter. I could write a book on the crappy service I have received from this company. I had a very rude installer who also ran up the bill with various installation fees that amounted to over $900 total when he left (do pole fees ring a bell to anyone?). Within the first few days I ran over their Fair Access Policy and upgraded by account to ProPlus. I started with the Home Plan, which has a 200mb download threshold. Never having had access to highspeed internet before, I quickly realized that 200mb is nothing. Next came a problem with the satellite which required someone to come out and provide a fix; I had no internet. This was immediately after their first email upgrade, which leaves me suspicious to this day. Hughesnet technical support said that the company who would do the fix would call me within 5 business days, which they did on the very last day. That company then arrived 4 days later and did fix the problem. Apparently hughesnet is too embarrassed to charge me for the event, though they told me I would be charged on my monthly bill. Months later I have not received a charge. That is the only good news on that "incident."

Fast-forward to June 30th, 2008. I am not one of those customers who was "affected" by the AI6 incident now posted on hughesnet's website. However, because the company has been diverting the traffic that usually went to that satellite (which crashed) to other satellites, my download speeds are barely above dialup speeds. I am on the ProPlus plan, as I mentioned. Under that plan I am supposed to receive up to 1500 kbps in download speed and a minimum of 650 kpbs, which includes peak hours. Anyway, on June 30th I go to download a program and it takes nearly 30 minutes for approximately 30 mb. Puzzled, I go into system control and everything is green. I had not surpassed my bandwidth limits, so i called technical support. After about an hour on the phone, I was told to conduct speed tests on their site every day during the morning, afternoon and evening for three days so that they could analyze the data and troubleshoot the problem.

Today is July 4th, 3 days later. I called hughesnet and they say they are aware of the problem and they are sending the issue to their engineering department. The technician told me than many customers are calling with the same complaint. Again, I was never aligned with the satellite that crashed. These speeds are a direct result of hughesnet rerouting affected customers to other satellites. The technican can provide no timeframe for when my speeds will return! I am paying for a plan that does not deliver the advertised speeds, and will be contacting their billing department WHEN the issue is resolved to have every single day I did not get the speeds promised to me under our contract refunded back to me. To make it clear, I am averaging 70/30 all day long here. Mysteriously at 12 a.m. each night I get speeds of 1000+/100+ that then disappear by late morning (9 or 10 a.m.). Every night it happens. It is hard to imagine thousands of customers logging off at exactly 12 a.m., thus freeing up bandwidth. They are doing a lot of stuff behind the scenes right now and are not keeping customers abreast of what is going on.

Hughesnet is, without a doubt, the worst company I have ever dealt with. Period, end of discussion. Their technical support guys are usually nice and friendly, but that isn't all their is to service. you need to deliver the goods, and hughesnet never seems capable of doing that.

[mod note - title edited in preparation for move to another forum]]]> http://www.dslreports.com/forum/remark,20743703 Fri, 04 Jul 2008 22:45:27 EDT