Forum Discussion

rustythecur's avatar
rustythecur
Junior
8 years ago

GEN-5 Video Data Saver

 I just upgraded from Gen.4 to Gen.5. My internet speeds are now faster than Gen.4. However video will only play at 360p without constant buffering. Previously with Gen.4 I ran videos at 720p and nev...
Data Management
  • rustythecur's avatar
    rustythecur
    8 years ago

    Hi Liz,

        It works like it should now. Thank you for the help.

     

                                                              Tom

Liz's avatar
Liz
Moderator
8 years ago

Good morning rustythecur,

 

Welcome to the community and thanks for posting, we definitely want to get this addressed for you so I sent your account information to our engineers to double check on some settings. In the meantime, can you please completely exit the Usage Meter (right click on the Usage Meter icon in the system tray in the bottom right corner of your desktop and click exit) and re-open to check if the Video Data Saver settings are there now?

 

Your cooperation, patience, and understanding are much appreciated.

 

  • Liz's avatar
    Liz
    Moderator
    8 years ago

    Hi again rustythecur,

     

    I got a quick turnaround from the engineers, they've confirmed that your account is properly set up for Video Data Saver. We have some troubleshooting steps for you to address both issues where the VDS option is missing in the Usage Meter and the Support Center.

     

    Usage Meter:

    -Directly connect your computer into the HT2000w modem

    -Right-click the Usage Meter Icon and click “About.”

    -Verify that the SAN that shows up on that pop-up is your SAN ending in 201

    -If the SAN in the pop-up matches your 201 SAN, try the VDS menu again, it should be available to you now

     

    Support Center:

    -Log into the Support Center

    -Click on My Account in the top right corner

    -Verify that your displayed SAN is the one ending in 201

    -If your original 489 SAN is displayed instead, please log into the Support Center with an e-mail address associated with your 201 SAN

     

    What seems to be happening is the Usage Meter and Support Center recognizes you under your original Gen 4 SAN. As long as you access the Usage Meter and Support Center under your new SAN, the Video Data Saver option should appear to you.

     

    Please let me know how it goes and if you have any questions. Looking forward to hearing back.

     

    • rustythecur's avatar
      rustythecur
      Junior
      8 years ago

      Hi Liz,

      Thank you for your reply. My San ends in 201. I connected directly to the modem and no change.

       

               Also I have noticed that my usage meter is incorrect. That is it only shows my current activity. I have been using my new account since Saturday. When I got up this morning my usage meter said I had used no data. I was using my computer at 5am. As I was using it showed I was using Bonus Zone Data. My Service Plan showed no data used even though I have been using data since Saturday. At 8am My Bonus Zone said 0 data used. Just what I have used since 8am is showing up on my Service Plan.

       

                                                                                                   Thank you again for your help
                                                                                                   Tom

      • C0RR0SIVE's avatar
        C0RR0SIVE
        Associate Professor
        8 years ago

        If you have a new SAN, and upgraded, the system will treat you as a brand new customer, thus resetting your data daily for 20 days.