GEN 4 service no where near what HushesNet advertises!
Edit Subject I have been a HughesNet customer since January. I have continual poor response time and download speeds. I was originally on Hughes basic plan. I had a 4gb
file I needed to update. I took 50 hours to download.
I have spent many hours connected to customer service trying to correct my issues. One week ago while dealing with personal who can barely speak the English language I
was convinced to upgrade to Gen4 service. I ask how I could believe their service would be what they claim when for the previous 10 months they could not deliver the
service I was subscribed too.
Against my better judgment I was talked into upgrading to Gen4's Power Pro plan. Its supposed to be up to 2mbs up and 10mbs down speeds. I was assured by the customer
service countless times how great Gen4 would be. Even the Ping/delay/ response time was going to be greatly improved!
Now the truth, the real speeds average between 2mbs and 3mbs with a max just over 4mbs The ping rate has not improved any over the old system. I know about the disclaimer
"your actual speed may be slower" REALLY!!
I have ran speed tests on different days and times and even on several other sites that have speed test. All my testing shows the same thing you will never get any where
close to to what HughesNet claims the performance is. Less than 50% of advertised speeds max but between 20 to 30 percent average.
The customer REP reverted to blaming my computer or my hard drive as the cause for my slow connection speeds. I took my laptop to a friends house the next day in town
that a Time Warner Ethernet connection. I ran the exact same test thru independent and Time Warner's testing and received the same results 15-18mbs download and 4-5mbs
ups. How about that its not my computer! "Really"
I have called back and did the same song and dance with customer service and when speed results showed exactly what I have posted the REP says just the time of day we are
testing. "B.S". This is the normal performance 24/7. Rep then ask me to go to You Tube and try to down load a video. So I can stream a video at 360dpi so what. How does
that equate to being able to down files at any where near my plans speeds.
I ask to speak to a supervisor and the REP. got very angry with me. I explained we had a difference of opinion and insisted on speaking to a Supervisor. After 20 minutes
on hold she took my telephone number and said a Supervisor would call me back shortly.This was like 2:00PM Sunday afternoon. I do not get a return call until the next
day at 7:00am while I am headed to work.Really like they were really trying to address my issues.
MY latest Case Number is 33450678 .
At this point I just want to be released from the new two year contract HughesNet put me under to install the GEN4 service. I would even be willing to pay the $150 charge
to re-point the dish and change out the modem.
HughesNet has my telephone number and email contact under
Case# 33450678. If I can not resolve my issues I guess my next steps will be to post this info on any review websites and with the BBB. Save yourself and tell freinds find anything but HughesNet for a ISP !!!