Are you experiencing high Gen5 data usage? Here's why.

[maltboy]

Are you seeing abnormally high data usage on your Gen 5 account?

Here's why.

HughesNet is charging ALL local data that goes through your WiFi against your data plan!

Are you using Chromecast to stream data from your laptop to your TV over WiFI? Guess what? It counts against your plan!

I Was using WAY mare data than usual after getting Gen 5 service, so I installed Glasswire to see where my data was going. I discovered that I was actually downloading only about 110 MB a day, but I had used 900 MB locally to stream some videos I had on my laptop to my TV over the WiFi. HughesNet charged the entire 1GB against my cap! I called CS and they confirmed that ALL data that goes through the local WiFi gets charged to my cap.  They are literally charging me to stream my own data from my laptop to my TV even if I didn't actually download a single byte of satellite data!

There is a legal term for charging someone for something they didn't get.  It's called fraud.

[maltboy]

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@GabeU wrote:

@maltboy

@macsociety

Try this link...  http://customercare.myhughesnet.com/frmUsage.cfm

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That worked great.  Thanks and kudos.

[Liz]

Good morning freeafrog,

  Thanks for posting and welcome to the community! Thanks for bringing this to our attention, this is an old page; not sure why this is even still around. I've escalated this internally for our devs and management to address as they see fit. We suggest going to MyAccount>Usage in your Support Center to check your usage.

[GW]

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@GabeU wrote:

Try this link...  http://customercare.myhughesnet.com/frmUsage.cfm

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Thanks Gabe. I goofed up the link I posted

[GabeU]

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@GW wrote:

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@GabeU wrote:

Try this link...  http://customercare.myhughesnet.com/frmUsage.cfm

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Thanks Gabe. I goofed up the link I posted

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YW.  I always keep that link in my favorites just in case.  You never know when it could come in handy.  🙂 

[freeafrog]

Link worked fine until a week ago.  Now shows error message.  Reported it but still not fixed.

The following information is meant for the website developer for debugging purposes.

Error Occurred While Processing Request

Web service operation GetUsageHourly with parameters {LoginTokenUUID={{LoginTokenUUID, 6993383E-4DDB-6C2F-E053-AB7412AC1171}},StartDate={{StartDate, 04/11/2018}},eSAN={{eSAN, 65E446D70A2A360FE15D683A8412DA3D}},OID={{OID, }},EndDate={{EndDate, {ts '2018-04-12 00:00:00'}}}} cannot be found.     The error occurred in E:/websites/CustomerCare/customercare_v1.422/customercare/actUsage.cfm: line 52

[GabeU]

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@Amanda wrote:

Hi

So, obviously this is a topic we'll need to handle carefully. I have very little experience with Plex, but from research there have been similar cases where something like this occurs. The majority of the complainants, it seems, are using Chromecast. There have been some discussions regarding local setup failures causing the remote access to kick in, or NAT loopback issues. 

I am going to test this in our lab as soon as I can, as well as bring this thread to the attention of an engineer. Finally, I will have those support calls pulled so we can provide coaching to the agents. 

Just to clarify, do you use the HughesNet wi-fi built-in to the modem or do you use your own router connected to ours? 

Thanks

Amanda

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That's what I was wondering.  If maybe something isn't working right and it's causing the data to actually be streamed through the system rather than it streaming directly from the local source.  

[maltboy]

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@pswired wrote:
It’s definitely possible for Hughes to count the data that’s passed from station to station through the HT2000W WiFi AP, or forwarded through the built-in LAN switch. But I can’t imagine even Hughes thinking they could get away with this. ISP data caps apply only to data transferred to and from the Internet.

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Evidently someone at HughesNet not only imagined it, they made it happen.

[GabeU]

@maltboy 

The ONLY data being counted by HughesNet is data that is actually being used, through the modem, by the customer.  

It is factually impossible for HughesNet to count non HughesNet data.  It can't happen.  

If you were "charged" for 1GB of data by HughesNet then something used 1GB of your HughesNet data.  

There is no fraud.  

[DMC]

GabeU

We are having same same high data usage with Gen 5.  We had Gen 4 for 4 years and only occassionally went over our data limit.  After switching to Gen 5, according to Hughes, our data usage doubled and we hit our data limit in 17 days.  They ran a data depletion test and said everything was normal.

To isolate anything on my side I have the desktop PC serviced. Any/all malware/virsuses were removed, new hard drive, reinstalled Windows and updated all programs.  When our cycle restarted I kept the PC off for the day and turned off WiFi on cell phones. - So, again according to Hughesnet usage, 2, 65 years old people, using iPads for limited social media used 6% of our data in one day.  At that rate we hit the data limit in 17 days.

For the month we have kept the cell phones off the network and shut down the PC to avoid unwanted updates and, even with 5GB of tokens we hit the limit before the end of the month.

Both Customer and technical support are blaming us.  Niether acknowledge that we have not increased the devices using the network (in fact we have reduced the number of devices) nor that our data usage habits have not changed.  They continue to push the idea that faster data means we CAN do more.  While I push back that faster is just faster and does not mean we are using more.  They are sending someone out to change the modem and I will probably bypass the internal WiFi router to help isolate the modem but this is clearly not an isolated problem.

While I don't suspect a direct fraud as another user mentioned I am concerned that Hughes customer service people are pushing users who experience this issue to 1) buy tokens, 2) upgrade to bigger datat packages, 3) drive users to Home Tech Support, which is a feed based service.

Any direction, suggestion or recommendation would be appreciated

[GabeU]

@DMC

While the OP is having a kind of freak issue, yours sounds, at least in part, more like what I, and others, have noticed regarding data usage differences between Gen4 and Gen5.  

My theory is that Gen4 had better data compression than Gen5.  I most definitely use more data with Gen5 than I did with Gen4, and it has absolutely nothing to do with higher speeds and being able to do more with such.  

However, with that said, I've not seen any indication of HughesNet actually "charging" more data than one is actually using, and only that, again, Gen4 seemed to have better data compression, so you could get better "mileage" out of that data.  Why the change, I don't know.  It could be that it had to happen in order to be able to implement some of the newer capabilities with Gen5.  Again, that's only a theory.  This is, of course, barring the OP's issue, which is the first instance I've seen of such, and of which I hope the cause is revealed.  

With all of this said, if you'd like help in trying to determine what's using so much data you should start a new post in this same Tech Support section.  And, though I'm not very versed in iPads, others are, and they may be able to help with the devices themselves.  

[GW]

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@GabeU wrote:

@DMC

While the OP is having a kind of freak issue, yours sounds, at least in part, more like what I, and others, have noticed regarding data usage differences between Gen4 and Gen5.  

My theory is that Gen4 had better data compression than Gen5.  I most definitely use more data with Gen5 than I did with Gen4, and it has absolutely nothing to do with higher speeds and being able to do more with such.  

However, with that said, I've not seen any indication of HughesNet actually "charging" more data than one is actually using, and only that, again, Gen4 seemed to have better data compression, so you could get better "mileage" out of that data.  Why the change, I don't know.  It could be that it had to happen in order to be able to implement some of the newer capabilities with Gen5.  Again, that's only a theory.  This is, of course, barring the OP's issue, which is the first instance I've seen of such, and of which I hope the cause is revealed.  

With all of this said, if you'd like help in trying to determine what's using so much data you should start a new post in this same Tech Support section.  And, though I'm not very versed in iPads, others are, and they may be able to help with the devices themselves.  

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That sound like a most reasonable cause. I used to get by on 6 or so GB most months on G4 with little or no concern for conservation. Now I struggle to stay under 10 GB.

Of course, there were many things I never bothered to do after my G4 beam became so grossly oversold.

[GabeU]

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@GW wrote:

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That sound like a most reasonable cause. I used to get by on 6 or so GB most months on G4 with little or no concern for conservation. Now I struggle to stay under 10 GB.

Of course, there were many things I never bothered to do after my G4 beam became so grossly oversold.

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Same here.  On average, I'd use between about 4.5GB to 6GB of Anytime Data.  I now use at least 12GB of Anytime Data each month.  And the difference was immediate after the upgrade to Gen5, not gradual.  My Bonus data always varied, so I can't really rely on the difference with that, but the Anytime Data difference is most definitely marked.  

Luckily, when I upgraded to Gen5 I went from the 15GB plan I had with Gen4 to the 20GB plan.  I had contemplated going down to 10GB.  I'm glad I didn't.  

[NorCalPitbulls]

If the system is using the Hughes HT2000W mode wifi router combo. Then all the LAN data and the WAN data is running through Hughes equipment. What if you add your own wifi router. Would that allow the LAN data to pass without Hughes charging against the data plan ?????
Ooopps
I'm new here.
I only read the original Post and then replied. I now know I need scroll down to ready other replies before opening my mouth..

[Susanhagen54]

I’ve been seeing the same. My LAN traffic from my phone to my printer hit my data plan twice. I have since installed my own router for LAN and moved my WiFi phone and printer connections to that. We will see if that works. 

[Susanhagen54]

That’s what I have setup. I’m not sure if this will solve the issue or not. We will see

[ADR58]

I use Playon to download several movies a month overnight.   When I later locally Cast them to my TV, this does not use any of my 30GB data allowance.  I checked the usage meter after each time I watched the first couple movies (5GB) and the data allowance was not consumed.

Initially, we did get screwed out of 20GB during one night by DirectTV and a PS4 update.  Now all that is disconnected and we only use data via the PC and cell phones over WiFi

[MHarrington]

I can't believe these crooks! I've only signed up a month ago and nothing but lies and half truths. They know they are frauds and hold a huge dissconnect charge over your head keeping you their hostage. Where are their ethics?