Forum Discussion

FordGuy's avatar
FordGuy
Sophomore
9 months ago

Data Plan upgrade delays

On Dec. 13th I clicked "Change Plan" to upgrade from 15 GB to 50GB plan. I did this after I called to confirm that this would NOT require a new "commitment" as we are done our 2 year commitment. I ca...
Upgrades
Remy's avatar
Remy
Moderator
9 months ago

FordGuy,

 

Thanks for reaching out! Upon taking a look into the account and following up on the case, it seems a representative did indeed escalate this issue, and it's currently being looked into. It appears one of our representatives reached out to your phone number on file, and left a message with instructions on how to call us back. Please let us know if you received this voice message!

 

Thanks,

Remy

FordGuy's avatar
FordGuy
Sophomore
9 months ago

I really appreciate your help but it is now   11:00 on Dec. 19th and still no Data Upgrade. I don't understand why this simple task is taking so long and needed to be "escalated" in the first place?

  • Remy's avatar
    Remy
    Moderator
    9 months ago

    FordGuy,

     

    I'll go ahead and have a complimentary token added to your account. Your account is experiencing an issue where the new monthly data amount isn't being applied after upgrading. Our team is taking a look into why this is, and how to fix the ongoing issue.

     

    Thanks,

    Remy

    • FordGuy's avatar
      FordGuy
      Sophomore
      9 months ago

      Thanks for replying but now 4 full business days + one weekend after upgrading I still don't have DATA on the account. This must be a complicated "issue" to take so long to fix. Please let me know when it is fixed

    • FordGuy's avatar
      FordGuy
      Sophomore
      9 months ago

      Remy: This is just getting worse. Yesterday, I was so frustrated I purchased a data token. Today [Friday] I got an email confirming the purchase however there is no indication on my online account.There is also no evidence of the "complimentary" token you mention.  Plus the upgrade is still not showing and now there are all these charges and credits on my bill. It has now been a full week and the situation is getting worse instead of being fixed.

      • Remy's avatar
        Remy
        Moderator
        9 months ago

        FordGuy,

         

        Thanks for following up! It seems the token purchase went through, and the token data was successfully added to your account. The token data has since been used. A representative again attempted to contact the phone number on file, and left a voice message. Please send us a private message here with the correct phone number to call: https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/102584

         

        Thanks,

        Remy