Forum Discussion

Laurie26's avatar
Laurie26
Freshman
2 years ago

Data is being subtracted from my Service Plan Data instead of the Bonus Zone

I've had this service for about a month, and have been downloading a couple hour long videos from utube everyday between 2 am and 8 am.  I started the first one this morning at 3:30 am, and went back...
Data Management
  • Laurie26's avatar
    Laurie26
    2 years ago
    Thanks Liz.  The last time this happened (about a week ago?) I called about it and the phone rep suggested I unplug the modem for 10 seconds, which I did.  That did fix the problem.
     
    Then it happened again during the bonus period yesterday morning.  I had data left in the bonus zone and had already run out of my service data.  I had purchased the 5 gb tokens, and early yesterday morning (during the bonus period before 8 am) all my activity used up the data that was remaining from the 5 gb tokens I had purchased.  And no data was taken from the Bonus zone.
     
    That is when I contacted the community and you were nice enough to give me the complimentary 5 gb.  I also unplugged the modem and that seemed to fix the problem, because when I was on the computer early this morning (before 8 am) the data did come out of the bonus zone like it should.
     
    If it happens again, I will take screen shots as you suggested.
     
    Thanks,
     
    Laurie
Liz's avatar
Liz
Moderator
2 years ago

Hi Laurie26,

 

Thank you for your patience while our engineers looked into this. They aren't seeing any data usage discrepancies, so can you please confirm what you're looking at to determine which data type (regular service plan or bonus) is being used? If you could provide a screenshot, along with an explanation, that would be super helpful.

 

Thanks!

 

-Liz

  • Laurie26's avatar
    Laurie26
    Freshman
    2 years ago
    Thanks Liz.  The last time this happened (about a week ago?) I called about it and the phone rep suggested I unplug the modem for 10 seconds, which I did.  That did fix the problem.
     
    Then it happened again during the bonus period yesterday morning.  I had data left in the bonus zone and had already run out of my service data.  I had purchased the 5 gb tokens, and early yesterday morning (during the bonus period before 8 am) all my activity used up the data that was remaining from the 5 gb tokens I had purchased.  And no data was taken from the Bonus zone.
     
    That is when I contacted the community and you were nice enough to give me the complimentary 5 gb.  I also unplugged the modem and that seemed to fix the problem, because when I was on the computer early this morning (before 8 am) the data did come out of the bonus zone like it should.
     
    If it happens again, I will take screen shots as you suggested.
     
    Thanks,
     
    Laurie
    • Liz's avatar
      Liz
      Moderator
      2 years ago

      To clarify, when you have token data during the Bonus Zone, that will be used after your Bonus Zone data has been depleted. Token data is like your safety net and will be used once any other eligible data is used up. 

       

      So when you were checking the usage amounts, were you checking in the support center online? It would look similar to this:

       

      Thanks,

      Liz

      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        2 years ago
        Liz wrote:

        To clarify, when you get token data, that will be used before using data from the Bonus Zone data during Bonus Zone hours.  

        Is that new? Token data being used before Bonus Zone data during Bonus Zone hours?

         

        Edit: I think you meant it the other way around, as in after, as in the following... "Token data is like your safety net and will be used once any other eligible data is used up."