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I have had HughesNet before this and even though they do not have a late night free zone, the service is superior. Superior tools for keeping track of usage, superior uptime, and bandwidth tokens that roll over each month for those times when you need a little extra, and they do not cost extra. I am really getting tired of paying a premium price for internet to get such substandard service.
At this point I want to cancel my account, and I really do not feel it is right to be charged an early termination fee, since if the service performed properly I wouldn't be feeling this way.
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Posted 5 years ago
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Steve Frederick-VS1/Beam314, Champion
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Exede is really a good provider, and you should not be losing your connection except during heavy rains.
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This is just poor customer service. I pay 97$ a month for this, and they can't afford to keep the customer service or tech support desks manned? Ok yes, I am spoiled, with verizon or hughesNet or DishTV I can call 24/7 and get someone in which ever department I need. It even says 24/7 on the support contact page, but the robot which loops me around for 15 minutes and makes me TALK to it, which I hate, finally says "sorry we can't help you goodbye"
I think I would rather go back to paying through the nose for the data plan on my verizon cell account, at least I get customer service.
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For those unfamiliar with this promotion, it is a 'here, have this little treat, since we are screwing over our loyal customers by offering new customers a huge data package for half of what you are paying and we know you are upset about it'
You must email them at the above address and request your extra data allowance. You are only allowed a total of 30GB apparently so choose wisely when you ask for it. Do not ask for it at the end of your billing cycle, wait til your usage resets and then email them and ask for an extra 5 or 10 GB at a time. I wouldn't ask for it all at once... They parcel it out in 5GB chunks
That exta 5GB really makes a difference in enjoyment. I can watch a small video here and there, etc
Be aware that your email alerts do not realize you have been given the extra GB and you will still get warnings even if your 'meter' shows green.
I do not know if this means that your connection will slow down when your meter still shows that you have data left to use etc
I hope they keep things stable this winter, everything seems to be working fine right now, but then the weather has been ok.
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LorrieL, Champion
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I was sorry to see your rude comment after being given 5 free gb....in my life I have over and over again watched providers of various services or products give new subscribers something better than what I had as an already signed up customer--none of them ever offered me anything at all to make me feel better about being "screwed over" as you so sweetly put it...so if that is why exede is doing the gb giveaway, I say thank you. they don't have to give anything away and I have no doubt that if they could offer unlimited plans to everyone they would...there are reasons there were business decisions made to do it this way at this time, which have been described elsewhere on this forum.
As I have said many times before, complaints are fine, but there is no reason not to remain civil while complaining.
by the way, I have not had any problems with losing my exede connection even when the weather is bad...did you figure out what the problem was? did your connection problems turn out to have something to do with data usage and slowed speeds?
LorrieL, Champion
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You seem to be way overreacting to my disagreeing with something you said, but you can check for yourself on the hughes website. If you find something there that I missed, please let me know and I will stand corrected, but I did look carefully.
I would hate for someone to hear incorrect info and then go switch to hughes or something thinking they will get free tokens when that isn't described as being part of the gen4 plan at all..I did doublecheck before I wrote what I wrote the other day.
I am surprised at the way you just seemed to go off at me just because I disagreed with you. I think maybe you shouldn't take it so personally. People just disagree sometimes.
Speaking your mind does NOT have to mean being rude and cursing or calling people names. You can get your point across without going overboard. And I think that is better for everyone.
I feel very strongly that more civility would be good for all of us. and I tell myself that too, as I am by no means perfect in that department when I get upset about things. So what I am saying to you is the advice I give myself and everyone around me, because I do think we'd all be better off if we worked at being more civil.
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LorrieL, Champion
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Any time you object to something I say, please feel free to say so, as long as you stick to exactly what I said, not what you think I might have MEANT. If wonder if I meant something please feel free to ask and I will be happy to clarify. Although I would appreciate it if you would leave out curse words of any generalizations about what you think I might think,..That really doesn't work when you are communicating online with someone you don't know and can't see or hear them...it is especially important under those circumstances to try not to read stuff into what is actually being said in text.
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LorrieL, Champion
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I will continue to say something on this forum if I think someone says something that is incorrect because it is important that what is said here is factual. If I am ever wrong about something I say, I will apologize rather than going off at whoever points it out to me. Including if I find out that hughes gen4 really does give out free tokens every month...but I checked the hughesgen4 website and the only tokens they say they have are the ones you pay for.
I am done here. this kind of back and forth is not what this forum is for. Sounds more like a high school feud that you and I are too old for! Well I am anyway, that is for sure.
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LorrieL, Champion
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ironically, since I learned more ways to manage my data usage, and got playlater.tv I have no need of free tokens.
If you can post something here that proves there are current free rollover tokens with hughes gen4, then I will stand corrected.
LorrieL, Champion
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Gen4 Download Allowance
- ANNOUNCEMENT
- UPDATED 7 HOURS AG0
Our monthly data allowances have been working as expected, giving Gen4 customers more flexibility to use their service the way they want. We anticipate that a very low percentage of our users will be impacted by the Fair Access Policy.
As a reminder, we offer a number of tools to help you keep track of your usage, and you have the option of purchasing additional bandwidth using a Token if you'd like. Here’s a summary of some of the tools we offer:
1) You can see your current remaining allowance at any time by going tohttp://www.systemcontrolcenter.com from your home. This will load your modem’s local user interface and show you your remaining allowance on the right.
2) You can check your usage history online, either by logging in to the Customer Support page athttp://my.hughesnet.com or by going to the universal usage page athttp://customercare.myhughesnet.com/s... .
3) You can purchase Tokens in the Customer Management Console (CMC) for Gen4:http://my.hughesnet.com .
4) You can always contact us at 866-347-3292 should you decide that you need a larger or smaller download allowance.
this isn't even where I originally looked (I looked in the current hughesgen4 website which also doesn't say a word about any ongoing free rollover tokens..)--but it also says nothing about ongoing free tokens, J....I don't know what else to tell you.
Here is another posting from 2 yrs ago.,.note that it says there will be NO complimentary tokens under hughesgen4...yes it was 2 yrs ago but I can't find anything that says this was changed in any way...
Will I still be able to use Tokens with HughesNet Gen4?
- QUESTION
- UPDATED 2 YEARS AGO
Yes. HughesNet Gen4 will continue to support Tokens as a way for customers to increase their download capacity. Tokens will be available for a set amount of bandwidth:
• 500MB for $5
• 1GB for $8
• 2GB for $16
In the event you deplete your anytime Download Allowance, the purchased Token will be automatically activated and bandwidth will be added to your "anytime" pool. If you did not purchase Tokens ahead of time, you will still be able to do so once you surpass your Download Allowance. If you exhaust your Tokens, you may see a slowdown in service during peak periods.
**********HughesNet Gen4 plans will not include complimentary Tokens. **************
https://community.myhughesnet.com/hughesnet/topics/will_i_still_be_able_to_use_tokens_with_hughesnet...
So J. unless you can post some kind of proof that hughes gen 4 has suddenly started giving out monthly free tokens in their gen4 plans, I guess it just isn't' so.
I have to go by what hughes says, not by what people I don't know say..I don't mean to be disrespectful by saying that, but that's just common sense that you;d go by what the company says their rules/policies are...
and from another place online...the hughes gen4 current homepage:
"Do I still get Tokens?Yes! You can now get Tokens for a set amount of bandwidth (500MB for $5; 1GB for $9; 2GB for $16). Purchased Tokens do not expire however in the event that you deplete your anytime Data Allowance, the Token will be automatically activated and bandwidth will be added to your "anytime" pool. If you exhaust your Token, you may see a slowdown in service during peak periods."
http://gen4.hughesnet.com/learn-more/questions
nothing about ongoing monthly free tokens here either Jacquelyn.,.....
sorry but you are going to have to do better than to just keep insisting there ARE free tokens with hughesgen4 when what is stated online by the company hughes itself doesn't substantiate that. is it so hard to admit you could be wrong? I could have been wrong. I have been wrong about things before and I will be again...thank goodness we have google to check...because I know i can easily be wrong is why i just checked AGAIN because I really wouldn't want to put out wrong info here...do you not care whether you do? are you sure that what you and loren are referring to isn't complimentary tokens which can be given out by customer service (at their discretion) when you call them with problems? that would be true...they can give out free tokens to a customer individually if they choose to, but it isn't done monthly or automatically or on an ongoing basis...
LorrieL, Champion
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"Rocky
Good morning KYbunnies-
No, Gen 4 plans do not get free tokens.
https://community.myhughesnet.com/hughesnet/topics/restore_token_gen4
autobodybasics .
I've been with Hughesnet for a long time, I think it's been ten years or more and I switched to Gen4 a couple months ago and I would NOT recommend it unless you must have a little more speed. It's quite easy to exceed your download allowance and then it costs you. No free monthly token so you better keep tabs on your usage. Personally, I think it's a real ripoff.
(hey doesn't this sound just like some of the exede customers who post here?)
honestly, jacquelyn I don't think you are lying at all, which is why I can't figure out why you keep saying there are free monthly tokens with gen4 when everything I read online says you can't. this puzzles me.
here's another:
Gwalk900
James, for Gen4 plans there is no reocurring "free monthly token" as there was with the 6,7&9000 system legacy plans.
There CAN be complementory tokens given to you by Hughes support Reps."
to recap, the point is, if you are unhappy with exede, don't believe you can switch to hughes gen4 to get monthly free tokens...hughes gen4 doesn't give out ongoing free monthly tokens like the old hughes plans used to do....
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The person you speak with actually makes a huge difference. I'll explain, hopefully in short why....
With HughesNet
1) After 2 years I started noticing reduced speeds constantly.
2) Started noticing that web pages where timing out.
3) Called tech support (I'm a techie also btw), they tried to tell me there was some program or malware on my computer that was causing the problem.
4) I said to myself, okay I have another desktop, 1 laptop, 2 iphones, 2 tablets lets go try all of those. After testing and testing, all devices did the same thing.
5) I figured worse case scenario, it's my router, I went and bought a new one, still same problem.
6) Called tech support back and they told me there wasn't a problem with their equipment and that it must be my devices. They sent up a ticket for their 3rd party on site people to contact me (outsource to service my area?).
7) 3rd party calls me, I explain everything, the dude literally had the nerve to tell me that it's more than likely something that went wrong with all my devices. I even told him are you that stupid? He said in order to fix the problem, it would cost me for them to come out, plus the cost to fix the problem on the devices and any equiipment that had to be purchased. At that point my 2 year contract was up and since I needed internet for work, well It was time to shop :)
8) I contacted exede to set up installation after researching plans and got installation the next week or something, I still have the emails for everything somewhere.
9) Exede installation came, everything worked so then here's where the fun begins :)
10) Called hughesnet to cancel, lady asked me why I was cancelling and I just simply told her my internet connection kept slowing down. Without even explaining anything else, she asked me to hold. She checked a few things and said that there was a problem with their equipment and if I wanted to she could set up a next day installation for a service rep to come out and replace it for me at no cost.
11) Well now at this point I'm thinking wow, you must have some great stuff at your disposal in order to say it's a problem with the hughesnet equipment because your tech support said everything was fine on their end.
12) I started to explain to her in more detail than I have here, of all the problems I had. I literally spend almost a whole week, literally on the phone, between their tech support and 3rd party outsource.
13) I told her it was too late that I had switched to exede, she said they would like to make it up to me and offered to pay my cancellation fee, well after I told her it was 300 dollars they said they couldn't pay that high.
14) Needless to say there have been a few bumps for me with exede but have been so far more pleasantly pleased with their level of support (I've only had to call maybe 2-3 times because of outages and they were great at explaining everything, no company reports a 100 percent uptime because mistakes happen, things break and no matter how hard you put contigency plans in place, shit happens). And it's great being able to talk to a person that not only speaks clear english, but UNDERSTANDS what you are telling them, unlike hughesnet, god it was awful talking to them.
Needless to say, it all depends who you get within the company that reflects your service. There are great people out there, just sometimes we all get frustrated and just go with the easy out. I know I sure did but in the end for me it worked out better, each person will vary. Hughesnet account managers need to give their tech support people whatever they were using because that was a deal breaker right there. I pretty much said screw that, I'm not going to spend hours or even days to hughesnet that stuff.
But for the tokens, I'm pretty sure offhand that they did rollover if you had an old plan with them but if you got the new gen4 plan, they did not offer them and they didn't roll over. There was a period of time where they were having a system wide issue where your free time wasn't free and they offered tokens to all customers, but I vaguely remember that piece and what effected what and what's there now doesn't really matter. The point of the long drawn out story is your mileage will vary with the person you work with. If that person isn't working out for you, talk to another person. I've had issues with straighttalk like this too, hours on the phone, just to get a person that doesn't understand your situation and how to fix it, to finally get fed up but not giving up and talk to another person and finally get someone that knows wtf you are talking about! And sure it's a reflection on the company but you have to take into consideration that there is a learning curve for some issues. Mistakes happen, people screw up, it's the nature of life. Good lord I'm rambling now, anyways, just figured I'd chime in my own story. Don't sweat over tokens and what was before, focus on what works for you and your needs. If they aren't being met voice it, civially, if not shop around.
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Steve Frederick-VS1/Beam314, Champion
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it is easy to see that there are no free tokens for unused data as stated in this paragraph.
What happens if I don’t use all of my Data Allowance?
Any unused Data Allowance at the end of your cycle is lost, and your Data Allowance is reset to the normal monthly amount assigned to your service plan.
The old HughesNet plans, Gen4 Legacy and Non-Gen4 plans do still have the rollover tokens according to the Fair Access Policy for those plans http://legal.hughesnet.com/FairAccessPolicy_nonGen4.cfm
So from their website, it looks like older subscribers still have the rollover tokens, the new subscribers to the Gen4 plans do not.
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The legacy had rollover, basically you got say .5 gig a day to use. If you didn't use that .5 gig you could use it the next day in case of a heavy use or download or something.
The Gen4 however they changed that, they gave it all to you at once.
Those two points were for 'data allowance'.
Restore tokens are different as is complimentary tokens.
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The roll over bandwidth allowance went away when I upgraded to gen4
My unused data used to roll over to the next day. This is when you were allowed 375 MB per 24 hour period, and if you didn't use much one day, the unused data allowance would roll over to the next day... that was handy but like I said, gen4 upgrade took THAT feature away and yes, they just gave you all of your data allowance at the beginning of your cycle with a detailed meter to keep track of it.
Steve Frederick-VS1/Beam314, Champion
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The old plans had these, but not the new plans is what I was told.
Restore tokens may be something different, I don't know.
LorrieL, Champion
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LorrieL, Champion
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Steve Frederick-VS1/Beam314, Champion
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I know that all was offtrack and I'm sorry about that. To answer your questions though, yes it was the old hughesnet plan and no I don't know of any existing hughesnet plan that offers the token situation. They would be the only ones that would be best to give you this information. They have account representatives that are paid to answer those questions. I'm thinking that it might be a possibility that they still might offer it somewhere but don't advertise it. Some companies do that because they would rather you sign up for the NEW more expensive service but the old plans might be there. The only thing I could advise is if the token deal is a breaker for you, tell them that, maybe to get you as a customer and pull a few things, they might be willing to do that if it would mean them taking your money. Just the nature of the beast.
My philosphy on companies seemed to change some with my age. Before I would only look for the cheapest plans. Now I look for the cheapest plans but the customer service also. I'll share an experience I had with at&t and straighttalk. At&t I paid more, but when I had a problem I was able to talk to a person that spoke and understood english, that helps in resolving the issue a lot these days! I think for the 8 years I've had them, I've had maybe 1-2 problems, each person's mileage will vary mind you. Money issues where a factor and I decided to switch to straighttalk. Needless to say, I spent about 4-5 hours a day for almost a week literally on the phone with them to resolve a problem and it was transfering the number from at&t to them. My other phone worked out flawlessly, this other one, nope, took hours and hours and days. Repeating the same thing, the customer service rep not fully listening to your problem. It's sort of like this 'I took out the sim card and restarted the phone and it doesn't work' and the representative asking you 'I would like for you to remove the sim card in the back of the phone and please power down your device and restart it.' At that point I get frustrated because I just told you this is what I did, maybe there's a language gap, I don't know. But needless to say the moral of the story is, I think I've spent more time on the phone within the past year with straighttalk with multiply problems than I ever have or did with at&t and about a handful of other companies in my life! So my philosphy now is that sure a company can be cheap, but it means their cutting back on something and 9 out of 10 times its the customer service.
Sorry for the long drawn out, all over the place response. If I didn't answer your questions, sorry! I blame it on my meds ;)
LorrieL, Champion
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LorrieL, Champion
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what is great about the freedom plan is the huge data allowance, but it is only supposed to be available to NEW customers who live in a few particular locations in the country...but exede says more data will be coming to all customers eventually....there has to be enough satellite bandwidth available before everyone can have that much data monthly....a new exede satellite is scheduled to go up in 2016.
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I will keep posting here as the winter progresses.
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LorrieL, Champion
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LorrieL, Champion
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LorrieL, Champion
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I am hoping that exede decides to give us all a little more breathing room in our data plans, as previously stated, even that extra 5 gb makes things a lot more enjoyable and also makes it feel like you are getting a bit more value for the high dollar this service costs.
I think they could comfortably give everyone a 50 MB allowance for the plan they now call the 15 GB plan, and folks would be much happier, and I do not think it would negatively impact network speeds all that much. Increasing the allowance to that point still makes you have to ration your usage, however, one can click on a few more of those cute kitten videos then previously allowed ;)
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LorrieL, Champion
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Phone customer service was pleasant, thorough, well informed and very helpful. I have been pleased with the noticeable improvements in customer service, and reliability of the internet service over the last couple of weeks. If things keep up like this, then Hughes is going to have some serious competition to contend with. It even has me contemplating switching from dish tv to directv ... hmmm lol
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Freedom plan keeps up for you and lets you do all you want to. You are a
pleasure to assist and I'm so glad you were able to upgrade. (:
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It showed the freedom plan offered in my area, and there was a link to click for existing customers.
after that, I called on the phone to double check, and was told it was indeed offered in my area etc
I started out on this journey because the guy who does installs for the company I work for also does installs for exede and he gets the emails about what is available in which area before anyone does lol
I then double checked and then called.
I hope they are offering it in your area!
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If you are talking one of the larger cable companies like comcast, the only way to talk to anyone local is if they maintain a store front for customers to walk into. Even then, a large company won't run a cable tap 1.5 miles unless there is more then one household who will subscribe... and every company has a different threshold for subscriber vs resource limitations.
I would search for the website associated with the cable company you are dealing with and try to get in touch with the corporate office?
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The new thing my husband and I just realized yesterday actually (apparently the broadband coverage map for our state is outdated), is that 1.5 miles north along a hard surface county road is a fiber optic line! We had been tracking that from the local company we are talking to about expansion to see how close they were to us and then noticed for the first time the line running up along that road. We have no idea who that is but the posts are labeled GTE...but I guess we could drop in our our farmer neighbor that farms the field north of us and ask him about his internet since he lives on that road. But that is even better than cable if we can eventually get it run down our way. :)
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I could get wireless broadband here if I wanted to pay a huge install fee (they would have to climb a tree) and then I would be faced with a similar business model the cell companies use. That provider charges 35$ for I think a 5gb limit then you pay either per GB or in chunks of 10GB for additional use, and you never know what your bill will be because they track it like a cell provider does, and add it up at the end and then hit you with the whopping big bill the next month.
I would rather deal with exede lol
Steve Frederick-VS1/Beam314, Champion
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LorrieL, Champion
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LorrieL, Champion
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My husband and I were even able to play world of warcraft together, after I spent all day yesterday patching the game (11.5 GB patch eek)
All in all so far things are working well, and I am satisfied. I will be happy once the customer portal starts interacting with those of us who have switched to the freedom plan, I have been told that will be the 23rd. Here is hoping!
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Although at the moment it seems I have no connection and the sun is shining bright.
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LorrieL, Champion
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In short, your router assigns an IP to a computer or device. like 192.168.1.1 , 192.168.1.2, etc. It's responsible to ensure your device/computer gets the right information from what it receives from the satellite. Think of it like a postal mailbox :) Sometimes things get messed up and renewing it helps resolve conflicts.
LorrieL, Champion
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