compuguybna
join:2009-06-17
Nashville, TN
| [HN9000] Explanation from ECC for Slow Speeds
Originally from a thread on testmy.net in the Hughesnet forum.
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I got a phone call earlier today from executive support, heres what they telling me:
The engineering dept is well aware of the terrible speed drops and are currently working on the fix for HN9000 customers....the Ka band is getting swarmed by all the people moving from the older Ku systems and new installs. The beams are not overloaded but the hubs or gateways are the bottlenecks....more hubs are going to be used in the next 30 days to eliminate the congestion.
WOW! the NOC didn't think that one out very good did they? |
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Hellsent
join:2009-09-22
| Not Really Surprised here.
But Not buying there BS either.
My dish is just a bird pooping rest stop and lawn orny. =)
You over sell and don't think things out. Fail.
You Move everyone to new fresh dish. Run to hot on the line. FAIL.
You Get more complaints then tell everyone that calls in its not on our end! FAIL! |
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Tweakbl
Now you Done it
join:2008-09-25
Rosedale, WV
 ·HughesNet Satellit..
| reply to compuguybna
Yes,during "prime time" 4 pm to 11 pm,When I am online or playing my Online games my ping is 10000 ms at times.Definitely has gotten worse in the last few weeks.
ISP's NEVER take the blame,its ALWAYS the customers fault.
Until the FCC or BBB gets involved,then it hits the fan.
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Heavily Armed and Easily Provoked |
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compuguybna
join:2009-06-17
Nashville, TN
| I suspect so many complaints to the BBB and the Attorney General of MD, have caused this action as well.
said by Tweakbl  :Yes,during "prime time" 4 pm to 11 pm,When I am online or playing my Online games my ping is 10000 ms at times.Definitely has gotten worse in the last few weeks. ISP's NEVER take the blame,its ALWAYS the customers fault. Until the FCC or BBB gets involved,then it hits the fan. |
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grohgreg
Dunno. Ask The Chief
join:2001-07-05
Dawson Springs, KY
1 edit | reply to compuguybna
said by compuguybna :WOW! the NOC didn't think that one out very good did they? Not their problem, blame the bean counters. Wildlblue goes through the same thing regularly, as did dialup providers in the old days. They'd just have enough modems to handle the average number of subscribers, and not expand their modem rack till the screams from the customers exceeded safe hearing levels. Same with satellite providers. They don't spend money on expanding server farms till (a) revenues put enough money in the bank, and (b) customers complaints approach mutiny.
//greg//
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HN7000S/98cm Prodelin/2w Osiris/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 - AV/Firewalled by NIS2009 |
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Desert Dog
join:2009-09-27
Yermo, CA | reply to compuguybna
Re: [HN9000] Explanation from ECC for Slow Speeds
So why am I suffering with my old HN7000S system if this is just a problem with the new bird? |
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FAPman
join:2009-08-27
| Well for 1-2 weeks i've seen heavy throttling. Speeds are down about 50-60% from 7am to 1am and pings over 1k+. I'm almost to the point of calling in about it but i know i wont get resolve besides them trying to upgrade me to hn7s or hn9. I hope they take care of this before i go on a rampage. |
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Xtreme2damax
join:2007-03-21 | reply to compuguybna
We need to get that lady with the hammer that went on a rampage at the cable company smashing up equipment to do the same with Hughesnet.. :P |
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FAPman
join:2009-08-27
1 edit | Well just got off the phone with CS for removing FAP and asked about the slow speeds over the last 2 weeks and if there was any network or satellite problems. Their original response of prime-time speeds are not guaranteed was suggested and i stopped them right there and said that it was from free zone to free zone with 60-80% decrease in speed for 2 weeks straight. Their second response was that they are beginning to release bandwidth of all customers due to network overload and should be seeing normal speeds soon except for prime-time blah blah blah.
Normal speeds returned 2 days ago, so im guessing that transponders or hubs went out. They allocated for the loss on other T&H's and wound up in a bottleneck. I've seen throttling like this before just not for this long.
edit:I think the key word from their response was all customers instead of your speeds will return. |
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Coopy
@direcpc.com
| reply to compuguybna
Well mine arent getting any better.
10/12/2009 20:28:04 0.0 0.0
10/12/2009 20:22:22 19 0.0
10/08/2009 23:24:15 208 33
10/08/2009 23:20:53 164 31
10/08/2009 23:15:32 236 32
10/08/2009 22:57:10 163 31
10/08/2009 22:49:46 233 30
10/08/2009 22:47:22 136 29
10/07/2009 21:54:47 288 13
10/07/2009 21:51:34 329 12
10/07/2009 21:48:18 319 12
10/07/2009 21:43:25 90 12
10/07/2009 21:40:30 79 30
10/02/2009 22:11:34 183 33
10/02/2009 22:08:41 150 31
10/02/2009 22:05:35 205 30
10/02/2009 22:02:43100 32
10/02/2009 21:58:33 124 32
10/02/2009 21:54:53 190 37
In fact this actually is a record breaking night tonight for them. First time I've actually recorded a 0.0 0.0 test. How special...
What a bunch of buffoons... |
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Hellsent
join:2009-09-22
| reply to compuguybna
Oh I feel the woes of this company.
I still cringe when i see people say they give hughes a 4/5 or higher for service.
I hope something good happens that causes this company to only have goverment contracts.
Wimax lte Act of god giving highspeed internet to everyone that don't have it.
Seriously we pay x2-3 if not more for shiity service with more headaches.
god awlful service that some of us besides dialup have no choice.
Millenicom has been my savior so far and I'm glad i haven't had any issues yet. |
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Coopy
@direcpc.com
| reply to compuguybna
Re: [HN9000] Explanation from ECC for Slow Speeds
Emailed Executive Customer Care last night sent them the speeds I was getting and described the extensive documentation I have collected to date. No response from them. Forwarded it to them again tonight and marked the email 2nd attempt to the subject. Told them I'd send it everyday from this point forward until I heard from them. BBB complaint at the end of the week and am contemplating putting a website out there for folks to register their complaints. Not sure if any of this will do any good. Still sucks tonight. Won't even run the speed test at all..... Thank god I have a dial up account and a modem still. |
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compuguybna
join:2009-06-17
Nashville, TN | make sure you send your documents to:
(1) executivecustomercare@hughes.net (ECC)
and
(2) bbbdc@hughes.net (gets quickest attention) |
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Coopy
@direcpc.com
| reply to compuguybna
Called tech support again tonight.
Hughesnet Support Log
10/12/2009 8:30 PM
Sent Executive customer care and email describing poor service I have been experiencing for the last 4+ months. When I spoke to them in June level 2 tech support said there was nothing they could do. Speeds are unusable tonight. Sent the the results of their speed test showing speeds ranging from 19-32 in the email as well
10/13/2009 9:34 PM
No response from Hughesnet today. Resent them the email added 2nd attempt to subject line and informed them of my intent to file a complaint with the BB at the end of the week.
On phone with Tech Support again now. Called at 10:26 PM EST.
10:42 Tech Imran picks up the call. We went to the tools page wouldn’t even load the speed test page. I asked him if he wanted me to dial in with my old modem and browse to the page using my dial up connection. Imran doesn’t think that will be necessary.
“hold on one moment please”
Has me change the Proxy address to 192.168.0.1 port 87 and change proxy for setting.
Test Page now loads. Web response test 19.0 seconds average. I asked him if he wanted to run the speed test now and he replied no. I asked him if he was sure and he he isn’t interested in running the speed test.
Into Lan connection now and I’m on hold. He’s back and into my Network card properties now.
Case Number 20101125 Going to next level support. 11:33 PM
Dwayne picks up the call
Sorry customer there is nothing we can do at this time. You will have to run the speed test 3 times a day. Morning, Noon and night for two days.
But Dwayne, I have a job How am I supposed to run the test morning, noon and night?
I’m sorry sir those are our requirements before we will escalate the case. We do not guarantee anything.
But Dwayne isn’t it obvious that my speeds are ridiculously slow and answer me honestly Dwayne could you run the speed test morning, noon and night. Could you take off and run home at noon for two days and run a quick speed test 5 times?
Well no I couldn’t but those are our requirements. I’m sorry we do not guarantee anything. I can’t help you until you meet the requirements.
Dwayne also told me the web response test threshold is 20 seconds. Back in June when I talked to James it was 12 seconds….
End of support call. 11:54 PM EST
Time spent on this call. 88 mins.
Speed test results at end of call:
10/13/2009 23:59:58 139 62
Let the games begin !!!!!!!
I'll have to come home for lunch the next two days to do this. They make those stupid requirements hoping you can't comply. I can... Sucks to be them.... I hope I get to talk to dewayne again. I thought we bonded for a moment..... |
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Hellsent
join:2009-09-22
| Coopy
Good luck man i been in ur shoes.
What I did when i told them i worked is said i'll give u 3 times when i get up in the AM, When i get home around 5-6ish, and before bed 9-11ish.
Speeds sucked they wanted more out of prime time I said No. I did what you told me that is the end of it. You needed a few days of tests which is stupid cause u can have the NOC send and do its own tests like you can throttle our speeds.
The tech didnt respond just issued a Ticket number and said someone would call back.
They never did I send a letter To BBB and ECC to get them to fix there issue.
They want you to believe its your pc and ur settings when its there crappy network.
Tonight the free time my sat signal is green and im good. My speed on downloads were from 30-50k with drop outs. my signal was 182 and everything was good down the list.
So Ya there network is jacked up because they got to much crap on the new sat.
I stopped after my download dropped after 10mins on a 400mb download. I pulled out my Wireless card and Downloaded it in about 13mins.
Good luck is the best i can say. the HN9000 has lost its betterness imo. Prolly be better to back to a 7000 system because the bird isnt overcrowded.
Get out of it if u can. If millen works another month my sat service is getting shut off and im gonna break the dish and modem and ship it to ECC with a note. Think I'm joking I'm not i will post pictures. |
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hr2
@direcway.com | reply to compuguybna
email bbbdc@hughes.net also file a claim with the BBB if everyone did this that was having issues, things would get resolved much quicker. I run the speed test when possible....any 3x of the morning afternoon and late evening will be sufficient. |
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compuguybna
join:2009-06-17
Nashville, TN
| I think most of us already did these things.....Kinda the obvious, eh?
said by hr2 :
email bbbdc@hughes.net also file a claim with the BBB if everyone did this that was having issues, things would get resolved much quicker. I run the speed test when possible....any 3x of the morning afternoon and late evening will be sufficient.
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video
Browsing Through Purgatory
Premium
join:2005-11-27
Newburg, MD
·HughesNet Satellit..
| reply to compuguybna
I've been feeding the bank accounts of HughsNet(Directway) for over 4 years now, I've never seen speeds this slow before and calling customer service is a waste of time. I just ordered Millenicom service they say it should work in my area using sprint.
I live in Maryland and if Millenicom works I will then have about 5 months left on my contract(took the free upgrade for the 7000s) which made me obligated to 12 months more of p-poor service. I will then make my complaints to the Maryland AG and BBB. But at this point anything but HughsNet.
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DW7000/IA8/1150/XPPro/2XPHome/DLINK624 router/2 wireless adaptors DWLG820 |
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