On November 19, 2022 (last day of billing cycle) Data Tokens Remaining was at 63.23 GB. On November 20th Data Tokens Remaining was at ZERO. I called Tech Support on 12/9/22 and the agent said an eng...
Thank you for posting and welcome to the community. I can definitely look into this for you. Please private message me the phone number associated with your account so I can locate you in the system and begin. You can send me a private message by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 . -Damian
I received your PM and thank you for providing me with this information. Give me a moment to investigate both the status of the escalated case and hopefully the cause of this issue. -Damian
Thank you for your patience. I was able to find cases related to this issue but no official escalation. Instead it seems like a regular call back was scheduled but doesn't show confirmation of that call being attempted. I do apologize on behalf of the agent you spoke with for that. When it comes to this issue, because this it took place 4 months ago, we are not able to see the exact device that may have used the most data on your plan or exactly how much. We are normally only able to see a real detailed view of 1 month back. It currently shows that you have 27GB of Data Tokens left right now and 47.8 GB left of your regular plan data left is this what you can see on your side as well? I am thinking maybe there was an error on the site when you checked and it did not load the information properly. Since we cannot see the detailed usage from that long ago, all we can do now is keep an eye on it and catch it in the same month. If you would like to re-escalate this case again you certainly can by calling our support number. -Damian
Thanks for looking into this. That's unfortunate you were not able to find the escalation. I suppose it's on me for not following up sooner. Four feet of snow, power outages, flooding, and other distractions are my only excuse (besides not making this a priority). Your thinking there might have been an error on the site/system sounds right. There are quite a few other customers having or had the same problem around the same time of my issue. BTW - I just purchased 25GB of data tokens about 2 weeks ago, which is why I have 27Gb.
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Tokens Gone at Start of Billing Cycle","id":"message:139685","revisionNum":1,"repliesCount":9,"author":{"__ref":"User:user:144739"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:AccountandBilling"},"conversation":{"__ref":"Conversation:conversation:139685"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:139685"},"body@stripHtml({\"truncateLength\":200})":" On November 19, 2022 (last day of billing cycle) Data Tokens Remaining was at 63.23 GB. On November 20th Data Tokens Remaining was at ZERO. I called Tech Support on 12/9/22 and the agent said an eng...","body@stringLength":"543","rawBody":"
On November 19, 2022 (last day of billing cycle) Data Tokens Remaining was at 63.23 GB. On November 20th Data Tokens Remaining was at ZERO. I called Tech Support on 12/9/22 and the agent said an engineer will look at it and get back to me. Never heard back. A few days later my account had 2.6 GB of Data Tokens. I called again and agent kept saying I used up the Data Tokens. I'm on a 50 GB/month plan and only once did I exceed that by 1-2 GB. There's no way I burned 62 GB on Data Tokens in 1 day!
On November 19, 2022 (last day of billing cycle) Data Tokens Remaining was at 63.23 GB. On November 20th Data Tokens Remaining was at ZERO. I called Tech Support on 12/9/22 and the agent said an engineer will look at it and get back to me. Never heard back. A few days later my account had 2.6 GB of Data Tokens. I called again and agent kept saying I used up the Data Tokens. I'm on a 50 GB/month plan and only once did I exceed that by 1-2 GB. There's no way I burned 62 GB on Data Tokens in 1 day!
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Thank you for posting and welcome to the community. I can definitely look into this for you. Please private message me the phone number associated with your account so I can locate you in the system and begin. You can send me a private message by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 . -Damian
","body@stringLength":"803","rawBody":"
\n
\n
Thank you for posting and welcome to the community. I can definitely look into this for you. Please private message me the phone number associated with your account so I can locate you in the system and begin. You can send me a private message by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 . -Damian
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PM sent, I hope (hung waiting for at least 10 minutes?!?).
PM sent, I hope (hung waiting for at least 10 minutes?!?).
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I received your PM and thank you for providing me with this information. Give me a moment to investigate both the status of the escalated case and hopefully the cause of this issue. -Damian
I received your PM and thank you for providing me with this information. Give me a moment to investigate both the status of the escalated case and hopefully the cause of this issue. -Damian
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Thank you for your patience. I was able to find cases related to this issue but no official escalation. Instead it seems like a regular call back was scheduled but doesn't show confirmation of that call being attempted. I do apologize on behalf of the agent you spoke with for that. When it comes to this issue, because this it took place 4 months ago, we are not able to see the exact device that may have used the most data on your plan or exactly how much. We are normally only able to see a real detailed view of 1 month back. It currently shows that you have 27GB of Data Tokens left right now and 47.8 GB left of your regular plan data left is this what you can see on your side as well? I am thinking maybe there was an error on the site when you checked and it did not load the information properly. Since we cannot see the detailed usage from that long ago, all we can do now is keep an eye on it and catch it in the same month. If you would like to re-escalate this case again you certainly can by calling our support number. -Damian
Thank you for your patience. I was able to find cases related to this issue but no official escalation. Instead it seems like a regular call back was scheduled but doesn't show confirmation of that call being attempted. I do apologize on behalf of the agent you spoke with for that. When it comes to this issue, because this it took place 4 months ago, we are not able to see the exact device that may have used the most data on your plan or exactly how much. We are normally only able to see a real detailed view of 1 month back. It currently shows that you have 27GB of Data Tokens left right now and 47.8 GB left of your regular plan data left is this what you can see on your side as well? I am thinking maybe there was an error on the site when you checked and it did not load the information properly. Since we cannot see the detailed usage from that long ago, all we can do now is keep an eye on it and catch it in the same month. If you would like to re-escalate this case again you certainly can by calling our support number. -Damian
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Thanks for looking into this. That's unfortunate you were not able to find the escalation. I suppose it's on me for not following up sooner. Four feet of snow, power outages, flooding, and other distractions are my only excuse (besides not making this a priority). Your thinking there might have been an error on the site/system sounds right. There are quite a few other customers having or had the same problem around the same time of my issue. BTW - I just purchased 25GB of data tokens about 2 weeks ago, which is why I have 27Gb.
Thanks for looking into this. That's unfortunate you were not able to find the escalation. I suppose it's on me for not following up sooner. Four feet of snow, power outages, flooding, and other distractions are my only excuse (besides not making this a priority). Your thinking there might have been an error on the site/system sounds right. There are quite a few other customers having or had the same problem around the same time of my issue. BTW - I just purchased 25GB of data tokens about 2 weeks ago, which is why I have 27Gb.
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