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Bonus Zone mysteriously shortened by an hour

New Poster

Bonus Zone mysteriously shortened by an hour

My Bonus Zone has suddenly stopped at 7am. I try to download as much as possible between 6am and 8am since data on HughesNet burns up super fast.

They've been working on it for about a week now. Anyone else see their Bonus Zone lose an hour?

19 REPLIES 19
Moderator

Re: Bonus Zone mysteriously shortened by an hour

Hi redgyul,

 

How do you figure this is the case? I see from your account notes that you recently moved from a central time zone to an eastern time zone. The Bonus Zone is 2-8AM your local time. In any case, I will be able to take a look at it tomorrow morning before 8AM and investigate. 

 

Thank you,

Amanda

New Poster

Re: Bonus Zone mysteriously shortened by an hour

Hi Amanda,

There's part of the problem. One week and three phone calls later, my notes are incorrect.

I moved from Eastern to Central. My Bonus Zone was completely intact until I (while still here in the Central Time Zone) upgraded my data plan.

Would you like my case number?

Moderator

Re: Bonus Zone mysteriously shortened by an hour

Hi redgyul,

 

You are absolutely right, your account notes are not correct, I am very sorry about that. After digging a little more, I see that you had the services moved from Florida to Texas. Upon checking your system this morning, the Bonus Zone is in Eastern time, which as you said is incorrect.

 

It appears that this issue stems from our back-end ordering process which did not (though it should) update your physical address after your services were moved. Our system still thinks you are in Florida! I'll have this fixed up right away. I appreciate your patience with us on this and will ensure that your account notes are updated with the correct information.

 

Thank you,

Amanda

New Poster

Re: Bonus Zone mysteriously shortened by an hour

Hi Amanda,

 

Thanks for your concern.

 

It is now Monday, 7:10am, Central Time Zone and my Bonus Zone stopped at 7:01. Still not fixed.

 

In your digging, you would have noticed that I did not have this problem when I moved from Florida. This issue started when I upgraded my data package here, in Texas. I had no choice but to do so since my data was being used up way faster than it did before.

 

Also, it would be good if you add to the notes that I DO NOT receive a cell signal here, so, HughesNet calling me to do surveys, etc. is useless. The lack of a cell signal is the only reason why I have to use satellite internet. It's really sad that I am stuck in a two-year contract with HughesNet. I'm guessing DirecTV could do better. They couldn't do much worse.

Distinguished Professor IV

Re: Bonus Zone mysteriously shortened by an hour

@redgyul

 

This isn't concerning your issue, per se, but your thought about DirecTV.  DirecTV doesn't offer internet, themselves.  What they do is contract with other providers and offer what is available in your area.  So, if you called DirecTV, what they would most likely have available for you is Hughesnet.  


AMD Ryzen 5 3400G | XPG SX8200 Pro 500GB M.2 NVMe SSD | Western Digital Blue 500GB HDD | 16GB Corsair DDR4-3000 | Windows 10 Pro 64-bit
Moderator

Re: Bonus Zone mysteriously shortened by an hour

Correct, the issue has not been fixed, it is still being worked on. In the meantime I will add some free data to your token bucket. And yes, the only reason your Bonus Zone hours are off is because of the address mismatch (causing a time zone mismatch) on our side. 

 

I believe that in the move process, you were upgraded from Gen4 to Gen5, which offers faster speeds. We've noticed the same concerns about data being 'used faster' in relation to being able to do the same activities as you did on Gen4 - they just get done faster on Gen5. I will make a note on your account about the cell signal.

 

Thank you,

Amanda

New Poster

Re: Bonus Zone mysteriously shortened by an hour

Hi Amanda,

 

I had Gen5 and a 20GB data package in Florida. Bonus Zone oprating normally.

 

I moved to Texas with Gen5 and a 20GB data package. Bonus Zone operating normally.

 

Weeks later, I upgraded to a 50GB package in Texas and my Bonus Zone is shortened by an hour.

 

I never had Gen4.

New Poster

Re: Bonus Zone mysteriously shortened by an hour

Is that so? No wonder my neighbor's DirecTV satllite internet is so slow too.

New Poster

Re: Bonus Zone mysteriously shortened by an hour

My Bonus Zone is still ending at 7am. This problem is yet to be fixed. I have been credited Token Bytes, however, I would really like to be able to make use of the full Bonus Zone.