Forum Discussion
FRUSTRATED with customer service
A question regarding your data usage. Were you checking your data usage remotely, like from your phone? The reason I ask this is that, if the modem is unplugged and your monthly data reset happens while it's unplugged, the data won't show as refilled until a few minutes after the modem is plugged back in. In this scenario, if you look at it with the HughesNet mobile app, the data would still show as the same as it was when the modem was unplugged and, again, wouldn't reset/refill until the modem was plugged back in.
I'm only trying to figure out how your data could have been used, or at least appear to have been used, as without the modem plugged in it's impossible for the data to be used or disappear. It's modem dependant. You'll still be charged your monthly fee, though, regardless of whether any data is/was used. Keep in mind, too, that you can suspend your service if you're going to be gone for any extended length of time. You'll still have to pay any taxes and lease fees (if leasing the equipment), but not the monthly plan fee. I only throw this out there in case you aren't aware of that option.
Regarding calling, now that you're working with a rep I wouldn't bother calling the tech support number unless you have to (if you can't get online). Help through here is, in my opinion, far and above what the phone help can offer. Plus, the reps you'll work with through here are corporate reps based in the US, and who have direct access to the engineers.
BTW, just so there's no confusion, I'm a fellow customer. I don't work for, and I'm not in any way affiliated with, HughesNet (other than being a customer).
I hope you can get everything straightened out, including the apparent service issue. :)
I never checked on it while out of the country, had no way to do it and I have no Apps on my phone to do it
And what about getting a better deal on my service?? I HONESTLY feel that $71.00 a month for this type of service is outragous!!!
And I also see that new customers are now getting the same service for $49 a month??
Regarding the data usage, there are only two possibilities. The first is devices still connecting to a live (plugged in) modem and using data without the customer knowing. The second is plugging the modem in after it's been unplugged for a while and seeing the data readings that were from the point that the modem was unplugged due to the modem not having caught back up yet. The modem catching back up and displaying the current data readings, whether still in the same data cycle or in a new one, shouldn't take more than a minute or two. These are the only two ways. Either the data appears to be used because it was without the customer's knowledge, or because the modem hasn't caught back up yet after being unplugged for a period of time. Data absolutely cannot be used, nor deducted, if the modem is not powered.
The only other possibility is that something used data immediately after your modem was plugged back in and one or more of your devices connected and you saw that data usage after it happened, mistakenly assuming it was data that was deducted while your modem was off. Depending on your service speed, a device, or devices, could use multiple GBs in a relatively small amount of time.
Regarding the price, new customers often get an introductory offer. This is done with many different services and companies. Still, a price of $49.99 doesn't include the $14.99 lease fee, nor any state and local taxes. Sans taxes or anything else that's still $64.98.
Hopefully Hal will respond, or perhaps PM you if something happened with the PM you sent in order to explain your billing.
