In April of this year, I spoke to a representative of HughesNet about internet service...
GetHuman3339447's customer service issue with Hughesnet from July 2019
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The issue in GetHuman3339447's own words
In April of this year, I spoke to a representative of HughesNet about internet service to my home. One of the questions I had was the data cap that you put on home service. Based on our normal usage, (two adults using Facebook, E-Mail and one or two movies online a week), he assured me that **GB*month would be more than enough data for our needs. In fact, I was down almost **% after the first week! I therefore had to up my service to **GB which has proven barely sufficient. From the outset, I noticed that all service on just about every website I used got slower and more and more difficult to use. Even my E-Mail messages take longer than usual to load. Facebook has become practically unusable, You Tube videos are constantly pausing to load, and my bank account website often has difficulty talking to my computer. In addition, when I try to run a speed test using Testmynet.com, the speeds often vary wildly from as low as * or *Mbps all the way up to over **Mbps! Also, when I’ve tried using other speed tests on different sites, I often get “latency errors” and the test won’t run at all. Ping tests are showing latency between *** and ***ms. Although these are considered normal numbers for satellite, there is clearly a severe degradation of service compared to my previous provider at **Mbs. Needless to say, none of these issues existed then. My computer is a fairly powerful machine with a quad-core processor and it is connected directly to your modem via an Ethernet cable. When I am using it online, there are no applications or programs running in the background other than Windows and the browser. No changes were made to my computer when your service was installed other than switching to your modem. * Several weeks ago, I called your customer service center (Case **********) and shared my concerns with one of your representatives. He was extremely helpful, ran several tests with me, and came to the conclusion that there was an issue with my modem. He arranged to have a new one sent to me which I had to pay shipping for! (Rather odd considering this was a possible defect in your property, not mine!) I received the new modem, returned the old one, and nothing has changed. I called again yesterday (Monday, July **th), referenced the case * and reported all of the problems I have listed above. This time your rep. (I did not get his name) did not seem the least bit concerned with my problems and continually argued with me and tried to contradict my assertion that the service I was getting was, for whatever reason, subpar. In addition, the noise level in his call center and his rather thick accent made understanding him even more difficult. While it is true that my latency times and speed variations may be normal it is also apparent that my internet service, for whatever reason, is falling far short of what I was told I would get when I signed up. I have been using computers since before they came with hard drives and I am well aware of when mine is not working efficiently. Your representative was unconcerned with what might possibly be causing this and after keeping me on the phone for a long time, got frustrated with me and hung up while I was in mid-sentence! Obviously he didn’t think my problem was worth investigating further or possibly having a knowledgeable technician look into it.* In short, I am not getting the service I was promised when I arranged to use your company and currently paying over $****month for. I am, at this point, preferring to simply dissolve my association with HughesNet rather than continue with poor customer service from foreigners who are difficult to understand and slow, glitchy internet service. The arrangement I made with your company was a two-way street* you are not holding up your part of the bargain so I see no need to hold up mine.* Thank you for your time and consideration.* Mike Toomey* Acct.* DSS********
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