Forum Discussion

Moodeeb's avatar
Moodeeb
Sophomore
8 years ago

New Customers Beware. Relaxed Bandwidth Marketing Tactics and Losing your High Speed Data

My sales rep was beyond friendly. My installer was one of the most professional people I'd ever met in his line of work. Even the customer service reps are nice. Sadly, so far, it appears to be li...
Data Management
Gen 5
new customers
Performance
relaxed data
troubleshooting
unlimited
  • Liz's avatar
    Liz
    8 years ago

    Good morning Moodeeb,

     

    Our engineers have resolved the issue so your data should now be resetting as it's supposed to be during your first 20 days. I do apologize for the inconvenience, it certainly is not normal for your data to not reset as a new customer. Thank you again for reaching out to us so we can take care of this for you.

     

    If you have additional concerns, please don't hesitate to return to the community.

     

Liz's avatar
Liz
Moderator
8 years ago

Good morning Moodeeb,

 

Welcome to the community and thank you for posting. I'm sorry to hear this, your data not resetting in your initial 20 days of service is the first I've ever heard, so I've escalated your case to an engineer here at the corporate office.

 

I'd like to understand more about what is happening. Are you saying that you used up all your data in the first day (Anytime and Bonus), and since the first day your data has not reset? During the relaxed bandwidth period, your data resets daily, so if you do happen to use everything up within a day, the data still won't reset until night. I want to say the daily resets happen at midnight, but I'm not 100% sure, so I'm having that confirmed by engineering.

 

Once I get any update from the engineer or have further questions, I will let you know. 


Your cooperation, patience, and understanding are much appreciated.

 

 

  • wildcats198308's avatar
    wildcats198308
    Tutor
    8 years ago

    Are you a new customer with HuhesNet or did you have Gen4 service and just upgraded to Gen5?  I know some say upgrading from Gen4 to Gen5 you do not get the relaxed bandwidth period.  With that said, I previously had an older system and upgraded to Gen5 and I got the relaxed bandwidth.  I found mine to reset every 2-4 hours for the first 20 days.  I didn't watch it all day every day but when I would check it was back up to 100% multiple times during a day.  Some times I would use a decent amount of data but never near my 20 GB plan limit.  Also have you checked you system control center to be sure everything is good.  

     

    Even if you have used all your monthly data you should still not have any problems or issues using the internet. You should still get 2-3 Mbps download speeds which you are able to do pretty much anything.  It will just take longer for larger downloads to complete.  Some videos might buffer longer.   When I used my 20 GB I was still able to watch videos and download programs at 3 Mbps.  

    • C0RR0SIVE's avatar
      C0RR0SIVE
      Associate Professor
      8 years ago

      wildcats198308

      I suspect that the OP is on an HT1100 as he is seeing ~15Mbps and Liz stated the reset happens around midnight...