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Can't Access Tokens

Freshman

Can't Access Tokens

I want to see if I have a free token and wanted to buy a 5gig token, but when I try to do it either through the website or hughesnet usage meter the options don't show up.Screenshot 2018-08-14 10.22.18.png

26 REPLIES
Moderator
Moderator

Re: Can't Access Tokens

Hi Adam,

 

  I see it's your first post here, so welcome to the community! That does seem odd; prior to this, have you been able to view your tokens and purchase from the Usage Meter or the Support Center website?

 

When did you first notice that error?

 

Do you recall making any changes to your account around the same time?

 

I've pulled up your account and am investigating for you. The screenshot helps a lot so thank you for sharing. I'll post back once I have any updates for you.

 

Your patience and understanding are appreciated.

 

Thanks,
Liz

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Freshman

Re: Can't Access Tokens

Last night is when I last noticed the error.  I haven't made any changes to my account, been on the same plan for years.  The last time I bought/used a token was either 2 weeks to a month ago.

Moderator
Moderator

Re: Can't Access Tokens

OK thank you for the additional info. I've escalated your case to our folks here at corporate to address. I'll keep you posted on their progress.

Thanks,
Liz

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GMI
New Poster

Re: Can't Access Tokens

I have had the same exact issue for two days now and I got the same response from Hughesnet... SO what the heck is going on...??? Is it that Hughesnet wants me to quit using them and move to visat...  If so, maybe they should just come out and say it, becuse I cannot run a business with the only response being we have escalated your case... because that is no answer and it does me no good..

 I had to sit in my office until 2 am so I could do our billing while its on the free time between 2 am and 7am... and now again doing the same tonight after startting at 5am Yep a whole 3hrs sleep... I was promised an answer in 24hrs and have not heard anything...  If I cannot get an honest answer later in the morning, then I will seriously figure you no longer want my business and will just move on..!!

Moderator
Moderator

Re: Can't Access Tokens

Hi GMI,

 

Welcome and thanks for letting me know, let me get your issue escalated to engineering as well to fix. I'll keep you posted.

 

 

Thanks,
Liz

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GMI
New Poster

Re: Can't Access Tokens

Liz for three days now its been a nightmare with no one seeming to have a clue whats going on (which makes absolutely no sense to me)... Did your tech support just up and walk out or something?? I was told today ths issue would be fixed today and Nope still no fix happening..!!!!

 So the option to which I was basically forced to end this issue was to upgrade to a new system and new two year contract to end this nightmare...

 Personally I thnk their is some kind of forced scam going on to force people into new contracts as my current one is several years expired...!!! Because if the tech support cannot answer questions or fix what should be a simple problem in three days time, then either they are not good at their jobs or this is a forced situation...

 So once again I am going to be up in the early hours where its free time to do work I should be able to do during regular business hours...

 Later in the morning I am ging to contact Viasat and check out their plans before I fully OK the service tech to come in here and install my upgraded stuff to which they said could be up to 3 more additional days of this nightmare... Seriously bad business on Hughesnet's side!!!

 Oh and thanks for the escalation to the tech's... FYI I have heard that escalation term for three days now.. and still nothing changes!!

Highlighted

Re: Can't Access Tokens

Just an FYI..  HughesNet engineers are some of the best around. But with satellite. repairs don't happen fast.  It is not land based easy stuff to work on..  Has an Installer I have disconnected 7 Viasat/Exede systems in the last two weeks..  They are having major problems on there new satellite. And there old one is way over sold. I never tell any one what to do..  But if I where you.. I'd try and talk to a few people that have Viasat first.. Also go over to Viasat message boards and read how bad it is right now..

Freshman

Re: Can't Access Tokens

Thank you Liz, I appreicate your replies.  Still having the problem.  Another odd thing is I can't log on through the mobile phone app, maybe because I have an old GEN account maybe?  Never used it before wanted to see if I could have used it as an alternative in buying tokens.

Moderator
Moderator

Re: Can't Access Tokens

Good morning Adam,

 

I haven't heard yet from our engineers here at corporate after I escalated your case yesterday, it's likely they haven't had a chance yet to investigate. I wonder if this issue is related to the mobile app not letting you log on? What error message are you getting when you try to log on? If you can get a screenshot of the error that would be great.

 

 

 

 

Thanks,
Liz

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