[HN7000S] Tech Support issues in HughesNet Satellite http://www.dslreports.com/forum/r20947604 en Tue, 15 Dec 2009 06:46:00 EDT Tue, 15 Dec 2009 06:46:00 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,21022150 whodart : Thanks for the reply. I tried getting some information on G3C from Hughes Chat, but they didn't bother answering me, no one ever came on line. They usually come on and give you the apology canned response. I'll ask again. Regards]]> http://www.dslreports.com/forum/remark,21022150 Thu, 28 Aug 2008 17:57:44 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,21022097 anon :
said by whodart See Profile :

Hey, One more 2. I have been battling Hughes for a while now and all I get is canned apologies for the problems and slow speeds. I am paying them $80 a month for this HN7000S modem setup. Have you noticed a change since you moved to Spaceway 3? Improved? I am seriously considering going to Alltel internet 3mhz down, 300kb up for $60 a month. Only thing holding me up is they want $250 for a router and it only has wireless outputs. I have 4 computers and 3 of them are wired thru a linksys WRT54G router and WUSB54G wireless adapters. If I can get Hughes to upgrade me to where I can get a reasonable speed increase, I would stick with them to avoid the hassle of changing over everything. I would have to buy 4 wireless adapters to work with the router they want to sell me.. ?? (I can't get DSL or cable modem here).

Dave E
NLR AR
For the first couple of weeks after I moved to Spaceway, things were very good. Then, I went through a couple of weeks were things were mainly good, but speeds were somewhat inconsistent. About 2 1/2 weeks ago, after the NOC changed my configuration parameters, the system started performing consistently well. On the Elite plan, I'm getting speeds between 1800-2000 down and 260-280 up over 95% of the time, including peak time. When speeds do drop, they don't drop far or stay down long. I'm assuming that, to some extent, Spaceway is still a work in progress and that the NOC is still doing fine tuning, but, overall and especially during the last few weeks, performance has been, by far, the best and most consistent that I've ever had with Hughes, and I've had experiences on 3 different satellites, at least 5 or 6 different tranponders, and multiple service plans with Hughes. I won't be surprised if, somewhere down the road, Hughes oversells bandwidth on Spaceway the same way they have on the Ku satellites, but, for now, there is nothing at all that I could complain about in the service that I'm getting. ]]> http://www.dslreports.com/forum/remark,21022097 Thu, 28 Aug 2008 17:46:26 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,21022021 whodart : Hey, One more 2. I have been battling Hughes for a while now and all I get is canned apologies for the problems and slow speeds. I am paying them $80 a month for this HN7000S modem setup. Have you noticed a change since you moved to Spaceway 3? Improved? I am seriously considering going to Alltel internet 3mhz down, 300kb up for $60 a month. Only thing holding me up is they want $250 for a router and it only has wireless outputs. I have 4 computers and 3 of them are wired thru a linksys WRT54G router and WUSB54G wireless adapters. If I can get Hughes to upgrade me to where I can get a reasonable speed increase, I would stick with them to avoid the hassle of changing over everything. I would have to buy 4 wireless adapters to work with the router they want to sell me.. ?? (I can't get DSL or cable modem here).

Dave E
NLR AR]]> http://www.dslreports.com/forum/remark,21022021 Thu, 28 Aug 2008 17:30:34 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20979938 anon :
said by Schivelrybrn See Profile :

The Lady I talked to with the Office of the President, assured me that there will be nothing extra billed to my account. and that i will pay the same that i pay now.

Yes I have a HN700S modem. and from what the installer told me they will be replacing the Dish and the Modem.
Even though it may not be a part of any published upgrade path, I think that Hughes support is pretty readily offering switches over to Spaceway for anyone who complains enough about the service on their Ku system. I got my move over to Spaceway about 6 weeks ago. They took back my Ku dish for a full credit of what I paid for it, and the bottom line is that I ended up with the Spaceway set up plus $200 in my pocket (because the Spaceway equipment costs less than the Ku equipment). Plus, I should be getting the $100 rebate, and all of this was without having to sign a new contract. ]]> http://www.dslreports.com/forum/remark,20979938 Wed, 20 Aug 2008 14:01:29 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20979187 Schivelrybrn : The Lady I talked to with the Office of the President, assured me that there will be nothing extra billed to my account. and that i will pay the same that i pay now.

Yes I have a HN700S modem. and from what the installer told me they will be replacing the Dish and the Modem.]]> http://www.dslreports.com/forum/remark,20979187 Wed, 20 Aug 2008 11:46:02 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20979069 grohgreg : Did they ask for a credit card number? Or do they already charge the monthly subscription to a credit/debit account? Cuz I can't quite believe that "no cost" claim. Presumably you have a HN7000S modem. If so, that will still work on Spaceway 3. But your outdoor stuff will have to be replaced; in part, if not altogether.

//greg//
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HN7000S/74cm/1w/ProPlus - G16/1250H/Germantown - NAT 66.82.187.152/Gateway 66.82.25.10/DNS 66.82.4.12 and 66.82.4.8 - Firefox 3 - AVG+Firewall v7.5]]> http://www.dslreports.com/forum/remark,20979069 Wed, 20 Aug 2008 11:23:06 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20978299 Schivelrybrn : the guy came out saturday. my cross pole was failing. so he adjusted the dish. speeds were not to bad after that around 600/98. I ran speed tests sunday, monday and the fist half of tuesday. monday and tuesday tests were just as bad as they were before 98/24- 68/0.0
So i called the number that was given to me, entered my pin number, and talked to the same person as before. i told them about this and they looked at my speed tests, then told me that this was going to be the norm for me. they then told me, that if i wanted they would send a installer out and put me on spaceway 3, at no cost to me!
The installer called me last night and set me up for sept 2nd to install it.

Well i hope things will be better once im on spaceway 3]]> http://www.dslreports.com/forum/remark,20978299 Wed, 20 Aug 2008 08:41:16 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20975935 MatthewAlan : Now, wait and call just to find out the PIN number you where given doesnt work.

Thats Hughes Customer Service.]]> http://www.dslreports.com/forum/remark,20975935 Tue, 19 Aug 2008 18:41:35 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20951016 Schivelrybrn : I called Hughes Corp, and got in touch with the office of the president. the lady i talked to looked at my speed tests and looked through my account. she then informed me that they sending a tech out to check everything and repoint my dish(no cost). and she also gave me a one month credit for my troubles. and when the tech is done i am to call her direct, and let her know if my problem has been resolved or not. Now thats Customer Support!!]]> http://www.dslreports.com/forum/remark,20951016 Thu, 14 Aug 2008 15:10:47 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20950984 mihakken : Imagine you need help getting somewhere. You ask somebody, and they tell you exactly where to go...but somehow, you end up at the same place again. You ask again. They tell you to just keep going. So you go in circles until you realize that there's really no point, because that person isn't going to help you. They're just trying to keep you busy.

That's Hughesnet.

Every time I've gone through that, when I call again, they simply tell me to keep running the tests for a few more days and that they can't send me to the next level until I do.]]> http://www.dslreports.com/forum/remark,20950984 Thu, 14 Aug 2008 15:05:14 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20950029 Schivelrybrn : thanks for your insight Greg, im might try upgrading to the next higher plan, and see what that gets me. *crosses fingers*]]> http://www.dslreports.com/forum/remark,20950029 Thu, 14 Aug 2008 11:59:16 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20949988 grohgreg : Problem is network wide. Matter of fact, they're only pursuing the universal shared-bandwidth marketing philosophy. That is, oversubscribe the available bandwidth under the assumption that all users will never be online at the same time. Note that the keyword here is shared - rather than dedicated. Hence their repeated use of the qualifying phrase "up to....".

You can upgrade to a higher (consumer) plan, but they all slow down proportionately. My ProPlus for example, reasonably delivers the advertised (up to) 1500/200 - but is often half that during peak usage hours. I try to work my own online time AROUND peak hours.

//greg//
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HN7000S/74cm/1w/ProPlus - G16/1250H/Germantown - NAT 66.82.187.152/Gateway 66.82.25.10/DNS 66.82.4.12 and 66.82.4.8 - Firefox 3 - AVG+Firewall v7.5]]> http://www.dslreports.com/forum/remark,20949988 Thu, 14 Aug 2008 11:53:06 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20949598 Schivelrybrn : Ok,

I ran some speed tests this morning and im getting 700/100 average from 3 tests. so during the peak usage hours, im getting pinched. is there anyway to get them to change me to a different bird, if this does not go away? Besides paying more for a different plan.]]> http://www.dslreports.com/forum/remark,20949598 Thu, 14 Aug 2008 10:35:00 EDT Re: [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20947835 grohgreg : It's just like "Take two aspirin and call me in the morning ". Their lazy philosophy is based upon a hope that whatever's causing your current issue will fix itself over the next three days while you're distracted doing useless speed tests

//greg//
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HN7000S/74cm/1w/ProPlus - G16/1250H/Germantown - NAT 66.82.187.152/Gateway 66.82.25.10/DNS 66.82.4.12 and 66.82.4.8 - Firefox 3 - AVG+Firewall v7.5]]> http://www.dslreports.com/forum/remark,20947835 Wed, 13 Aug 2008 22:57:44 EDT [HN7000S] Tech Support issues http://www.dslreports.com/forum/remark,20947604 Schivelrybrn : HI All Thanks for Reading,

I havent had alot of probs with my sat service, until lately. im on 127west, my speed tests through hughesnet are between 60/40 and 110/60. so i decide to call tech support, went through all their processes, and was then told that i need to run speed tests in the morning, afternoon and night for the next couple days before they will send me to tier 3 support. last time i called tech support(about a year ago) they send me right away to tier 3. so now i have to deal with sub par service for the next couple days while i get the info they require. I am just wondering if anyone else been told this by tech support? and i wonder why would they change their process so that the customer is inconvenienced with low speeds, instead of helping to resolve the issue on first call. let me know your thoughts.

thanks]]> http://www.dslreports.com/forum/remark,20947604 Wed, 13 Aug 2008 22:17:35 EDT