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genecro

@direcway.com

[HN9000] Gen 4 speed degredation

I have been with Hughesnet for over 10 years now, started when it was Direcway. Upgraded to Gen4 2 months ago and my service is the worst it has ever been. Just did a speed test and got 434 down and 734 up on the Powermax plan. I have attempted to call tech support twice in the last month and gave up after long hold times. I was able to get through today and spoke with a Gen4 tech who told me that they were doing work on the satellite and wait for 2 hours and if speeds do not improve to call back. The speed when I first called was 3034 down and I called back when the speed was 434 down. This time the tech told me that this is a known problem with the Powermax plan and most customers are not getting near the expected 15000 down and suggested that I downgrade my plan and my speeds would increase until they can fix the issue with the Powermax plan. When I pushed the issue she told me that she could not guarantee an increase in speed. I did not want to go through this hassle with no guarantee, so she offered a $20/mo discount for the next 6 months with no expectation when the issue will be resolved. Has anyone else received this info from Hughesnet? This is the first I am hearing about this. I am on Beam 34.

A Tech

join:2008-11-10
i understand they are tying up some loose ends as a result of the rushed launch of Gen4 service.

pvtpilot94
System
Premium
join:2001-11-23
Bucyrus, OH
reply to genecro
Yes there are problems. I am not on the powermax plan just the 10/1 plan

02/07/2013 20:45:20 813 86
02/07/2013 20:43:34 484 48
02/07/2013 19:40:51 985 842
02/07/2013 19:28:37 1714 790
02/07/2013 19:26:58 3184 490
02/07/2013 19:25:14 3882 901
02/07/2013 19:15:55 3391 663
02/07/2013 18:58:04 2429 888
02/07/2013 18:57:02 2841 682
02/07/2013 18:55:47 3768 866
02/07/2013 18:54:55 3568 655
02/07/2013 18:43:28 1760 775
--
HT1000 Beam 23

pablo1516

join:2012-11-21
Malden, WA
reply to genecro
Speeds are becoming more stable over the last month. I avg. around 6-8 Mbs.

Here are my speeds for this morining:
02/08/2013 09:57:45 10224 818
02/08/2013 09:56:33 7001 825
02/08/2013 09:55:37 4919 906
02/08/2013 09:52:05 7031 865
02/08/2013 09:49:17 10438 584
02/08/2013 09:47:46 6822 896
02/08/2013 09:45:17 9407 827


nasfan24

join:2003-11-16
Cambridge, MD
Reviews:
·HughesNet Satell..
reply to genecro
I am on beam 34 as well. I was told a few phone calls ago that beam 34 would be worked on Feb. 7, 2013. I don't know if they got to it or not. I have also been given that 6 month credit so they obviously know there is a problem.
--
HughesNet Gen4, HT1000, Beam 34


genecro

@direcway.com
Thanks NASFAN. I knew they were having growing pains but have not heard that they officially acknowledged a problem. Every time I call, they go through the typical diagnostics, disconnect from my router, etc. Tech support earlier that day suggested that this was an isolated incident and they were working on the satellite as we spoke. It was not until my second call that day that they acknowledged an ongoing problem.