On 10 Feb 2007 07:41:20 -0800, beantown101@aol.com wrote:

>
>David,
>Here is a copy of my e-mail to HughesNet today:
>
>I have run out of patience trying to resolve the unacceptable service
>(throughput speeds) with your company and tech support. They did in
>fact resolve my problem about 3 weeks ago but whatever change you made
>to the network (on your end) lasted only about a week or 2. I am back
>to the same issues that I have documented with your company over the
>last 3-4 months (since I upgraded to the HN7000S). I spoke with your
>advanced tech support people yesterday (2/9/07) and they deny that
>they did anything a couple of weeks ago when my service suddenly (the
>day after I called and strongly complained) began giving me speed
>tests that actually met (for the first time) your advertised speed
>levels. It was strange that on the day my service began to run as
>advertised I received a call from your tech support asking me how the
>service was running.
>I want to make it clear that I do not want to be charged for your
>service until you correct the problem permanently. I am completely
>dissatisfied with the service and your support.
>I do not want to be disconnected from your service as Internet service
>is critical to my day to day functions. As bad as your service is, I
>still need it because there are no other options available in my area
>at this time (not to mention the money I invested in hardware and
>installation for your service).
>I have filed complaints with Maine's State Attorney Generals office,
>the FCC, FTC and BBB. I'm sorry it has come down to this but your
>company is in a state of denial and you give me no choice.

Soooo..... what kind of lousy throughput are you getting?

At this moment, I'm getting 900 to 1200 kbits/sec on an NNTP download.
Not as fast as their advertised "up to" figure, but quite acceptable.

--
-fb-

On Feb 11, 5:44 pm, beantown...@aol.com wrote:
> On Feb 11, 8:12 am, funkbastler <nob...@nowhere.somewhere.us> wrote:
>
>
>
>
>
> > On 10 Feb 2007 07:41:20 -0800, beantown...@aol.com wrote:
>
> > >David,
> > >Here is a copy of my e-mail to HughesNet today:
>
> > >I have run out of patience trying to resolve the unacceptable service
> > >(throughput speeds) with your company and tech support. They did in
> > >fact resolve my problem about 3 weeks ago but whatever change you made
> > >to the network (on your end) lasted only about a week or 2. I am back
> > >to the same issues that I have documented with your company over the
> > >last 3-4 months (since I upgraded to the HN7000S). I spoke with your
> > >advanced tech support people yesterday (2/9/07) and they deny that
> > >they did anything a couple of weeks ago when my service suddenly (the
> > >day after I called and strongly complained) began giving me speed
> > >tests that actually met (for the first time) your advertised speed
> > >levels. It was strange that on the day my service began to run as
> > >advertised I received a call from your tech support asking me how the
> > >service was running.
> > >I want to make it clear that I do not want to be charged for your
> > >service until you correct the problem permanently. I am completely
> > >dissatisfied with the service and your support.
> > >I do not want to be disconnected from your service as Internet service
> > >is critical to my day to day functions. As bad as your service is, I
> > >still need it because there are no other options available in my area
> > >at this time (not to mention the money I invested in hardware and
> > >installation for your service).
> > >I have filed complaints with Maine's State Attorney Generals office,
> > >the FCC, FTC and BBB. I'm sorry it has come down to this but your
> > >company is in a state of denial and you give me no choice.
>
> > Soooo..... what kind of lousy throughput are you getting?
>
> > At this moment, I'm getting 900 to 1200 kbits/sec on an NNTP download.
> > Not as fast as their advertised "up to" figure, but quite acceptable.
>
> > --
> > -fb-- Hide quoted text -
>
> > - Show quoted text -
>
> Here's my download/upload speeds
>
> ---------------------------------------------------------------------------Â*-----
> February 10th, 11:37AM - 332/8 kbps
> February 7th, 07:16PM - 119/15 kbps
> February 7th, 09:01AM - 704/9 kbps
> February 6th, 06:32PM - 92/15 kbps
> February 3rd, 01:06PM - 262/12 kbps
> February 2nd, 08:20AM - 743/10 kbps
> February 1st, 08:14PM - 109/16 kbps
> February 1st, 07:48PM - 119/16 kbps
> January 27th, 10:38PM - 284/58 kbps
> January 26th, 08:28PM - 222/62 kbps
> January 17th, 06:30AM - 743/12 kbps
> January 16th, 09:23PM - 90/42 kbps
> January 16th, 09:12AM - 729/31 kbps
> January 15th, 07:24PM - 108/21 kbps
> January 15th, 07:22PM - 93/24 kbps
> January 14th, 06:30PM - 235/12 kbps
> January 14th, 06:21PM - 95/18 kbps
> January 14th, 06:00PM - 116/18 kbps
> January 14th, 01:18PM - 372/16 kbps
> January 14th, 09:06AM - 692/8 kbps
> January 13th, 07:53PM - 294/30 kbps
> January 13th, 07:50PM - 283/14 kbps
> January 13th, 07:45PM - 227/24 kbps
> January 10th, 11:04AM - 512/11 kbps
> January 4th, 11:22AM - 444/9 kbps
> December 15th, 03:48PM - 257/7 kbps
> December 14th, 06:03AM - 659/6 kbps
> December 13th, 12:52PM - 203/7 kbps
> December 13th, 12:42PM - 86/7 kbps
> December 12th, 09:53AM - 658/16 kbps
> December 12th, 08:55AM - 663/14 kbps
> December 12th, 08:51AM - 642/15 kbps
> December 11th, 05:40PM - 622/21 kbps
> December 11th, 05:39PM - 251/16 kbps
> December 9th, 04:33PM - 575/23 kbps
> December 7th, 03:13PM - 654/18 kbps
> December 6th, 12:17PM - 560/33 kbps
> December 5th, 06:12PM - 209/18 kbps
> December 5th, 11:56AM - 232/17 kbps
> December 5th, 11:24AM - 419/11 kbps
> December 5th, 11:16AM - 442/22 kbps
> December 5th, 11:14AM - 8/10 kbps
> December 5th, 07:50AM - 800/7 kbps
> December 4th, 03:22PM - 292/20 kbps
> December 4th, 03:19PM - 336/35 kbps
> December 4th, 03:17PM - 578/26 kbps
> December 4th, 03:15PM - 292/31 kbps
> December 3rd, 03:21PM - 238/21 kbps
> December 3rd, 01:57PM - 293/7 kbps
> December 3rd, 12:20PM - 377/28 kbps
> December 3rd, 07:58AM - 798/24 kbps
> December 3rd, 07:15AM - 794/12 kbps
> December 2nd, 09:38PM - 316/28 kbps
> December 2nd, 09:35PM - 496/13 kbps
> December 2nd, 03:35PM - 351/25 kbps
> December 2nd, 03:33PM - 278/28 kbps
> December 2nd, 01:35PM - 258/30 kbps
> December 2nd, 12:59PM - 224/17 kbps
> November 30th, 04:36PM - 216/14 kbps
> November 30th, 04:32PM - 159/19 kbps
> November 30th, 02:16PM - 788/34 kbps
> November 30th, 02:00PM - 779/30 kbps
> November 30th, 01:48PM - 716/21 kbps
> November 30th, 01:23PM - 674/7 kbps
> November 30th, 01:21PM - 801/13 kbps
> November 28th, 04:39PM - 671/35 kbps
> November 28th, 02:51PM - 792/32 kbps
> November 28th, 02:49PM - 776/39 kbps
> November 28th, 02:46PM - 792/28 kbps
> November 28th, 02:45PM - 777/23 kbps- Hide quoted text -
>
> - Show quoted text -

I should add to my last post that these speeds were obtained and
logged runing HughesNet's sattellite speed test. The gaps between days
where there are no test speeds recorded are usually the days where the
performance was so bad the speed test simply would blow up with a
criptic error message about not being able to download.
Also, I just received the following reply to my e-mail (see my first
post dated Feb 10):

Welcome to DIRECWAY E-Support, it is our pleasure to assist you.


Hello Paul, Thank you for contacting HughesNet E-Support. We
appreciate the opportunity to assist you. I am sorry to hear of the
issue you have experienced and I apologize for any frustration or
inconvenience. I understand that you wish to file a complaint. I have
included the contact information that is available for the Customer
Service Department. Letter: Hughes Network Systems 11717 Exploration
Lane Germantown, MD 20876 Attention: Customer Service Mail Stop D3B If
you have any further questions please feel free to contact us via
email or by calling 1-866-347-3292. Thanks for using HughesNet E-
Support.

Again, thank you for choosing DIRECWAY E-Support,
Folmer

On 11 Feb 2007 14:44:55 -0800, beantown101@aol.com wrote:

>
>
> Here's my download/upload speeds
>
>
>
>
>
>--------------------------------------------------------------------------------
>February 10th, 11:37AM - 332/8 kbps
>February 7th, 07:16PM - 119/15 kbps

<snip>

Some of those aren't too bad, some of 'em are pretty lousy.

Assuming you're running Windows, fire up "perfmon", set it to watch
whatever interface your satellite modem is connected to, and download
something from someplace besides Hughes and see what kind of speed
you get.

Or, go to http://toast.net/performance and see what their test shows.

By the way - when I had a DW6000, I would occasionally go through
periods of extremely poor performance - the support folks wouldn't
even talk to me because I refused to tear down my network and connect
a computer straight to the modem. I didn't much like that, but after
a day or two the performance would always go back up. Your case
appears to be a lot worse than mine was.

--
-fb-

On Feb 12, 7:50 am, funkbastler <nob...@nowhere.somewhere.us> wrote:
> On 11 Feb 2007 14:44:55 -0800, beantown...@aol.com wrote:
>
>
>
> > Here's my download/upload speeds
>
> >--------------------------------------------------------------------------Â*------
> >February 10th, 11:37AM - 332/8 kbps
> >February 7th, 07:16PM - 119/15 kbps
>
> <snip>
>
> Some of those aren't too bad, some of 'em are pretty lousy.
>
> Assuming you're running Windows, fire up "perfmon", set it to watch
> whatever interface your satellite modem is connected to, and download
> something from someplace besides Hughes and see what kind of speed
> you get.
>
> Or, go tohttp://toast.net/performanceand see what their test shows.
>
> By the way - when I had a DW6000, I would occasionally go through
> periods of extremely poor performance - the support folks wouldn't
> even talk to me because I refused to tear down my network and connect
> a computer straight to the modem. I didn't much like that, but after
> a day or two the performance would always go back up. Your case
> appears to be a lot worse than mine was.
>
> --
> -fb-

I use Windows XP Task Manager (CTL-ALT-DEL) to monitor my network
activity. I then click on the Networking tab and you get a visual real
time graph that shows you the activity on the network. When I monitor
the activity I can see long periods where this is no activity on the
network and the page I'm loading has not completed. My processor is
running at between 4-10 percent which means the delay is not on my
end. I'll then see tiny spikes in the graph that look like fine saw
teeth and then long delays. This convinces me the delays are on their
network and their performance is wildly unpredictable. This company
has network capacity issues but wont admit it because it would result
in customers demanding refunds
Can anyone tell me if there is a simple way of knowing when your under
their FAP restrictions?

> Can anyone tell me if there is a simple way of knowing when your under
> their FAP restrictions?-

go to 192.168.0.1 and get your site ID

go to Hughenet customercare and check your usage (lower left by the
speed test link)
enter site ID and see if you have been fapped.



>From everything I've read about this, it looks like you've got a bad
installation. Your upload numbers are way below FAP effect. I would
ask them to send somebody out and re-do it. There are details and
terms, I forget. Re-commision, something like that. Basically start
with a clean slate. Find the other forums and read up on this; there
are procedures you can follow to fix it. I forget where they
are...Broadband Reports, somewhere.

On Feb 12, 10:55 am, "seaweedsteve" <seaweedst...@gmail.com> wrote:
> > Can anyone tell me if there is a simple way of knowing when your under
> > their FAP restrictions?-
>
> go to 192.168.0.1 and get your site ID
>
> go to Hughenet customer care and check your usage (lower left by the
> speed test link)
> enter site ID and see if you have been fapped.
>
> >From everything I've read about this, it looks like you've got a bad
>
> installation. Your upload numbers are way below FAP effect. I would
> ask them to send somebody out and re-do it. There are details and
> terms, I forget. Re-commision, something like that. Basically start
> with a clean slate. Find the other forums and read up on this; there
> are procedures you can follow to fix it. I forget where they
> are...Broadband Reports, somewhere.

I've already had their repair people out here twice. The first fix the
guy shook the pole and ran some tests. The second call they replaced
my modem and transmitter. They actually fixed my problem about 3 weeks
ago. The same day my system started humming their tech support called
me at home to ask how my system was running. Naturally I thanked him
for his help and my system ran like a top for a week or 2 but then it
reverted back to the same sluggish response. When I called back they
denied ever making any changes to the network during that period. Now
they say there is nothing that they can do and then they read me this
long legal document that boils down to something like "we don't have
to supply you with any speed".
I'm sending the CEO of HugheNet letter along with a package of
testimonials from customers complaining about the same issues and
abuses by HugheNet staff. I've given up with customer service and tech
support.

Hughesnet can work well as many people will tell you. I would be
pissed too, but in the long run, you just want it to work for you.

Assuming it's your only choice (why else would you have Satellite?)
find the other forums and get some help from the top installers. They
will have some more ideas.

I still wonder if it could be recommisioned on a different transponder
or satellite, something like that.

>From what I've heard, sometimes having the same guy look at it does
not fix anything and requires a new perspective. The experts talk
about the importance of grounding a lot....

Steve

On Feb 13, 9:55 am, "seaweedsteve" <seaweedst...@gmail.com> wrote:
> Hughesnet can work well as many people will tell you. I would be
> pissed too, but in the long run, you just want it to work for you.
>
> Assuming it's your only choice (why else would you have Satellite?)
> find the other forums and get some help from the top installers. They
> will have some more ideas.
>
> I still wonder if it could be recommisioned on a different transponder
> or satellite, something like that.
>
> >From what I've heard, sometimes having the same guy look at it does
>
> not fix anything and requires a new perspective. The experts talk
> about the importance of grounding a lot....
>
> Steve

Steve,
Thanks for the info on identifing when FAP is invoked. I chedcked and
I cecked the last 2 months and I have not hit FAP once. So I can count
that out for the poor performance. I did have 2 repair people come out
and they replaced the modem and transponder. I don't know if they
checked for grounding. Are there key spots in the installation where
this can be checked?
Like I said before they did fix it about 3 weeks ago and gave me a
call asking me how me system was runing. At that point it was runing
better than I have ever seen it. I know they did something on their
end but it didn't last and now the deny they did anything. It
shouldn't have to be this way. If you go to RippOFFReport.com and
search for Direcway you will see story after story simular to mine.
You said "I still wonder if it could be recommisioned on a different
transponder
> or satellite, something like that."
Can you explain what you meant by that?
Paul

On Feb 26, 1:50 pm, Frank Tabor <fta...@gmail.com> wrote:
> On Mon, 26 Feb 2007 08:13:34 -0800, seaweedsteve wrote:
> >> He
> >> said my old transponder/transmitter has a known problem with the
> >> HN7000S system. It seems to have corrected the problem. I'm getting
> >> acceptable throughput and reliable connections. Its only been a couple
> >> of days but so far so good! It only took them 4+ months to figure it
> >> out.
>
> > Great. And now we know about another way things can go wrong. The "S"
> > factor. When we installed here, the 7000S was just coming out and my
> > installer said it would not make any difference to us down south. I now
> > see that the 7000s was or is, "still in Beta".
> > I think that Hughes needs the S to help it turn a profit, but I
> > wonder how many people might have the same problem.
>
> > Too bad many people get poor service, but still, most do get good
> > service with Hughes. It would be interesting to see what the ratio of
> > satisfied to critically unsatisfied customers is.
>
> You won't find out here. With the exception of the one or two folks that
> try to help out, the only ones you will see posting here either have a
> problem or a gripe. No ones seeks this group out just to post a message
> saying they are happy and satisfied.
>
> --
> Frank Tabor
> You are only young once, but you can stay immature indefinitely.

I have been a HN customer for about 3 years now and I have had very
good service.

I started out with the Professional Package and was getting 90% of
throughput most of the time.

In August of 2006, I started working from home and had to upgrade to
the Business Internet Package, so I
would get some speed because of the VPN tunnel that I was running to
my corporate servers.

When the installer showed up to install my new bigger dish and new
HN7000S modem, I advised him that
I was not signing any acceptance papers until I was getting 90%
throughput. The Business Internet Package
should give you 2MB down and 500kb up. I told him that I would sign
his papers if I saw 1.8MB down and 400kb up.

Day one install was 1.4MB down and 150kb up. He was really mad when he
left without a signature.

Day two the next morning and after 4 hours, he left again with no
signature and cussing as he left in a huff.

Day three the next morning, first thing he said he was sorry about how
it acted the day before. He then proceeded
to replace the 2 watt transmitter and again after 4 hours he drove off
without a signature.

Day four the next afternoon he was really getting frustrated with HN
tech support and venting how he hates HN. I advise him

that today was the last day and if it didn't work he had to put back
all the old equipment so I could cancel the Business

Internet package. He advised HN tech support about what I had just
told him. I guess that got something going at HN
and the tech support manager called me and advised me that it would be
fixed today.

HN tech support said that they would call us back in one hour. So I
fixed the HN install tech a big lunch and filled his

empty stomach. He was ready for anything that HN tech support would
throw at him. They called and said to
rotate the dish from Horz to Vert or Vert to Horz and to move it more
south to a different satellite.

This took about 30 minutes to align it up and get the new software
down loaded to the HN7000S. And WOW we were
both surprised by the speeds now. It was 2PM EST and I was seeing
1.850MB down and 390kb up. We watch it another
hour and it stayed close enough for me. He left with a smile and all
the signed papers.

The next morning at 7AM EST, I was getting 2.2MB down and 550kb up.
And I haven't had any issues since. It's been
7 months now and all is well. I still average 1.8MB down and 400kb up
95% of the time.

Oh by the way, I am in north Florida about 90 miles north of Orlando.

What is HN service..??^_^

Thanks...

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