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monicakm
join:2005-03-12
Grand Saline, TX
| reply to One more too
Re: [HN7000S] Signal Strength/Called BBB/Update
Gee, I forgot that I started this thread. I apologize for not replying to the advice given 
Last week I contacted the BBB with my current HughesNet complaints. I'd done this once before and knew that it's the only thing that seems to get Hughes' attention. Well, it got their attention again. I got a call from Executive Customer Care with an offer to upgrade me from my current "KU Band" to "KA Band" and changing my equipment from the HN7000 to the HN9000. She said this normally costs $200 but would do it for $100. I told her I wouldn't pay more than $45. She took the deal WAY too easy. Probably could have gotten it free. THEN I come here to find out about this KA band and see where One more too was, like me, part of the 93 W blow up last year AND that you got full price for your KU equipment and $500 extra. I knew she fell for my counter offer way too easy! How did you get your deal? Did you ask or was it offered? She's calling back tonight with installation information.
Thanks!
Monica
said by One more too :
You should check your system information page and see if you are on the same transponder that you have been on. Your poor speeds may not be directly related to the low signal level, but they could be indirectly related to some other problems that have caused either a change to a different transponder or a switch from your primary transponder to your secondary transponder. If you are on the secondary transponder, it will say so on the system information page. Typically, the secondary transponders have less available bandwidth than the primary transponders, and, with less available bandwidth to handle bandwidth demand, speeds can slow dramatically.
I am a refuge of the disaster that 93 W became. With all of the changes to a replacement satellite and transponder shifts, many have found that, while they may have had a strong signal originally, after all the changes, their dish is no longer optimally pointed. For example, if your original transponder was operating with vertical transmit and the one that you were switched to is horizontal (or the other way around) and if your dish pointing was biased toward the original position, the switch could cause a deterioration in performance.
Ultimately, I think that 93 W has become the hell hole of the Hughes system. My suggestion would be to complain long, loud, and continuously until Hughes moves you elsewhere. My first choice would be to get moved to a Spaceway/Ka system. Short of that, I'd want to be moved to another Ku satellite. Just about a year ago, I gave up on 93 W, and, with the help of Hughes Executive Customer Care, I got switched to Spaceway. They bought back my Ku equipment at the full price that I paid for it, and I got the new Spaceway equipment and enough billing credits that I ended up with about $500 left over in my pocket. And my Spaceway service has been virtually flawless with plan advertised maximum speeds virtually 24/7. Bailing out of 93 W was the best frustration relief that I could have ever gotten.
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One more too
@direcway.com
| said by monicakm  :Gee, I forgot that I started this thread. I apologize for not replying to the advice given Last week I contacted the BBB with my current HughesNet complaints. I'd done this once before and knew that it's the only thing that seems to get Hughes' attention. Well, it got their attention again. I got a call from Executive Customer Care with an offer to upgrade me from my current "KU Band" to "KA Band" and changing my equipment from the HN7000 to the HN9000. She said this normally costs $200 but would do it for $100. I told her I wouldn't pay more than $45. She took the deal WAY too easy. Probably could have gotten it free. THEN I come here to find out about this KA band and see where One more too was, like me, part of the 93 W blow up last year AND that you got full price for your KU equipment and $500 extra. I knew she fell for my counter offer way too easy! How did you get your deal? Did you ask or was it offered? She's calling back tonight with installation information. Thanks! Monica said by One more too :
You should check your system information page and see if you are on the same transponder that you have been on. Your poor speeds may not be directly related to the low signal level, but they could be indirectly related to some other problems that have caused either a change to a different transponder or a switch from your primary transponder to your secondary transponder. If you are on the secondary transponder, it will say so on the system information page. Typically, the secondary transponders have less available bandwidth than the primary transponders, and, with less available bandwidth to handle bandwidth demand, speeds can slow dramatically.
I am a refuge of the disaster that 93 W became. With all of the changes to a replacement satellite and transponder shifts, many have found that, while they may have had a strong signal originally, after all the changes, their dish is no longer optimally pointed. For example, if your original transponder was operating with vertical transmit and the one that you were switched to is horizontal (or the other way around) and if your dish pointing was biased toward the original position, the switch could cause a deterioration in performance.
Ultimately, I think that 93 W has become the hell hole of the Hughes system. My suggestion would be to complain long, loud, and continuously until Hughes moves you elsewhere. My first choice would be to get moved to a Spaceway/Ka system. Short of that, I'd want to be moved to another Ku satellite. Just about a year ago, I gave up on 93 W, and, with the help of Hughes Executive Customer Care, I got switched to Spaceway. They bought back my Ku equipment at the full price that I paid for it, and I got the new Spaceway equipment and enough billing credits that I ended up with about $500 left over in my pocket. And my Spaceway service has been virtually flawless with plan advertised maximum speeds virtually 24/7. Bailing out of 93 W was the best frustration relief that I could have ever gotten.
Since it has now been over a year since I bailed out of 93 W/IA6/G26, I had to think a while to remind myself of the specifics, but I think this is an accurate breakdown of the terms of my switch. First, they gave me credit for the last 2 1/2 months or so of poor service on 93 W. With a Small Office Plan at $80 per month, that turned out to be about a $200 credit. Then, they gave me the first month of service on Spaceway with my Elite Plan at $120/month free. So far, that is a $320 credit. Then, they bought back my Ku equipment (.98m dish/2 w transmitter) for $400. The new Spaceway equipment cost me $300, but there was a $100 mail-in rebate, and, for some reason that I don't know, an additional $50 rebate showed up on my account. Thus, adding the $320 service credits to the $250 difference between what I got for returning the Ku equipment and what the new Ka equipment cost, that put me $570 to the positive. My recollection is that virtually every part of that was offered to me without my having to argue for it, and, like I said above, there was the additional "surprise" $50 rebate that showed up on my account, and I have no idea what that was for. I should add, though, that I had established with very complete documentation the poor service, frequent outages, calls to support, etc. that I had experienced over a period of several months on 93W, and I had also showed patience in giving them time to try to get my service on 93W working properly.
Besides what I explained above, they also sent a tech from QualXServe out to uninstall my old Ku system. He even took the old hardware back with him. So, I didn't even have to worry about sending it back to Hughes myself. Further, I was able to start the new Spaceway service without any contract obligation and with a guarantee that, if I wasn't happy with the service, I could return the equipment for full credit and terminate my Hughes service completely without penalty within a period of, I think, 30 days.
At that time, service and reliability on 93W was so bad, and, I think, they were getting flooded with so many complaints that I think they were more than happy to get anyone who wanted to escape that satellite a chance to do so with very favorable terms. Again, though, that was over a year ago, and I don't know that I'd expect the situation to still be the same now. In any case, the trouble free year with consistent advertised speeds on Spaceway has been a pleasure, and, even had I not gotten favorable financial terms, it still would have been worth the switch. As I continue to read about people still having the same problems on 93W, it is hard to believe that some of you have still had the patience to stay there with those problems this long. It has actually now been over two years since there was first a major power failure in June, 2007 that seemed to start the series of failures that seemed to continue to get worse and worse. | |
monicakm
join:2005-03-12
Grand Saline, TX
| One more too,
Didn't get quite the deal you did, but I did counter the offer again when cs called back this evening. I'll pay nothing for the updated equipment (vs the $100 they started the offer with) moved to KA band and one month free service.
Here is my system info. Not sure what I'm looking for tho.
Transmit Path: Satellite
Outroute: Primary
Longitude: 93 West
Receive Frequency 1039 MHz
Receive Symbol Rate: 30 Msps
Receive Polarization: Vertical
Transmit Polarization: Horizontal
Monica | |
inthewoods
join:2007-08-17
Live Oak, FL
| said by monicakm :One more too, Didn't get quite the deal you did, but I did counter the offer again when cs called back this evening. I'll pay nothing for the updated equipment (vs the $100 they started the offer with) moved to KA band and one month free service. Here is my system info. Not sure what I'm looking for tho. Transmit Path: Satellite Outroute: Primary Longitude: 93 West Receive Frequency 1039 MHz Receive Symbol Rate: 30 Msps Receive Polarization: Vertical Transmit Polarization: Horizontal Monica I've been on 1039 since the "meltdown". My best signal is perhaps 50. It all works fine, just quick rain fade.
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HN7000S/PRO Plan/93W - 1039/.74m dish/1 watt | |
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