GEN-5 -- Upgraded and lost my tokens - Hughesnet Community

larrykelly · ‎03-25-2017

Keep an eye on your tokens when you upgrade. I had six tokens in the bank before upgrading and zero afterward. I called customer service, and they replaced them for me.

GabeU · ‎03-30-2017

Lost mine, too. I'm in the process of trying to have them transferred/replaced.

larrykelly · ‎03-30-2017

The HUGESNET SUPPORT person that helped me was Edward Anderson, case number 103236522. Only required one call, though he made multiple transactions to add the tokens and then credit my account.

GabeU · ‎03-31-2017

I went a different way, but they are reinstated. I still don't know if I will ever need them, but it's nice to have them just in case. 🙂

GW · ‎04-08-2017

23.7 GB already loaded in my token bytes bucket went byebye upon upgrade. My 16.5 GB of accumulated legacy tokens are still in my account.

GabeU · ‎04-08-2017

@GW wrote:
23.7 GB already loaded in my token bytes bucket went byebye upon upgrade. My 16.5 GB of accumulated legacy tokens are still in my account.

I'm sure you'll be able to get them back. I would PM a mod instead of calling, but that's just my opinion.

GW · ‎04-09-2017

I'm not concerned about losing token bytes. They'll be replaced. It's just a little disturbing that presently the default is to nuke the bucket upon upgrade. Probably a temporary oversight but it will cause them a lot of work dealing with irate customers.

larrykelly · ‎04-09-2017

The mods should take a cue from this thread and strive to have engineering fix as this now seems to be a feature and not a random bug.

maratsade · ‎04-09-2017

@GW wrote:
I'm not concerned about losing token bytes. They'll be replaced. It's just a little disturbing that presently the default is to nuke the bucket upon upgrade. Probably a temporary oversight but it will cause them a lot of work dealing with irate customers.

That's for sure. It'd be a good idea to prevent this happening in the first place by making sure the tokens transfer.

maratsade · ‎04-09-2017

@GabeU wrote:
Lost mine, too. I'm in the process of trying to have them transferred/replaced.

I hope that won't be difficult to do.

GabeU · ‎04-09-2017

@maratsade wrote:
@GabeU wrote:
Lost mine, too. I'm in the process of trying to have them transferred/replaced.
I hope that won't be difficult to do.

It wasn't. I pmed Liz and she added them back in. I do wish they made it easier for her and other mods to do so, though, as she ended up having to add them a few at a time, then credit the account for the cost. It zeroed out in the end, of course.

larrykelly · ‎04-10-2017

That was the same mechanism the tech that helped me had to follow to get my tokens back.

maratsade · ‎04-10-2017

@larrykelly wrote:
That was the same mechanism the tech that helped me had to follow to get my tokens back.

And it was Welcome Back Tokens Day!

Wally Estes · ‎04-12-2017

I upgraded to gen 5 today and I also lost the tokens, 9.5 GB to be specific.

I called customer support to request that they be added back to my acccount.

They replied that this was standard procedure upon changing to Gen 5; they would not restore the tokens.

Case# is 103523561

Could a moderator assist with this issue?

Wally Estes

GW · ‎04-12-2017

@Wally Estes wrote:
I called customer support to request that they be added back to my acccount.
They replied that this was standard procedure upon changing to Gen 5; they would not restore the tokens.

And so it begins. What an awful decision they have made.

Liz · ‎04-13-2017

Hi Wally,

Thanks for posting and sharing your case number. Please check your PMs.

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

maratsade · ‎04-10-2017

@GabeU wrote:
@maratsade wrote:
@GabeU wrote:
Lost mine, too. I'm in the process of trying to have them transferred/replaced.
I hope that won't be difficult to do.
It wasn't. I pmed Liz and she added them back in. I do wish they made it easier for her and other mods to do so, though, as she ended up having to add them a few at a time, then credit the account for the cost. It zeroed out in the end, of course.

That sounds time consuming for the mods, especially if they have a lot of users asking for tokens to be added back in. I'm sure they'll have this figured out soon enough so tokens will transfer with the upgrade. Glad to hear that aside from being a bit time consuming, it can be done fairly easily. I don't want to lose my 25GB in tokens!

maratsade · ‎04-09-2017

@larrykelly wrote:
Keep an eye on your tokens when you upgrade. I had six tokens in the bank before upgrading and zero afterward. I called customer service, and they replaced them for me.

Great tip, Larry. Cheers!