Can't see Usage Data in Usage Details on App or Browser

[cmb366]

Up until 5/31/2024 I have the hughes.net app on my phone to daily monitor my usage of Regular Plan data and the Bonus Zone.  On 6/1/2024 it went to 100GB and 50GB and has not moved.  The entire month of June showed all my data available even though I was using the internet.  I uninstalled and reinstalled the app, no change.  It is also the same when I log into my account using the browser.  I need to be able to track usage throughout the month.  Please fix the Usage monitor on my account.  Thank you.

[Remy]

cmb366,

Thank you for reaching out! Upon taking a look into your account, it seems we show the same on our end, with your priority data being full at 100GB. Your monthly refresh date was yesterday, 7/1. I will check your account periodically to see if anything changes, and will continue to note the findings. Please let us know if your usage meter begins to show data consumption!

Thanks,

Remy

[cmb366]

Remy,

Thank you for responding.  As of this morning Wednesday 7/3/2024 it is still showing 100GB for regular plan data and 50GB for bonus plan data.  It has been that way on both the hughes.net app and through the browser since 6/1/2024 when my monthly data refreshed.  It was working fine up until 5/31.  Can you please forward to the technicians so they can get it working properly as I need to be able to monitor the usage.  Thank you.

[Remy]

cmb366,

Thank you for following up! We're going to have our engineers take a look into this, as it seems your priority data is still sitting at 100%, despite your account showing daily usage. I'll reach back out to you once we receive more information from the investigation!

Thanks,

Remy

[Remy]

cmb366,

I've confirmed this may be a visualization issue. We're going to be moving this from engineering to web dev to further escalate the case. The systemcontrolcenter.com meters are not designed to work with Fusion plans, so if you're using that in the meantime, it may not be accurate either. Thank you for your continued patience!

Thanks,

Remy

[cmb366]

I have had the Fusion plan for 1 1/2 years and have been able to use the usage details to monitor remaining GB from the iphone app the entire time until June of this year.  In addition to the fact that my Plan Data still sitting at 100GB and my Bonus Data still sitting at 50GB as of this morning my 115.8 Data Tokens have now also disappeared.  That is money out of my pocket as I paid for those tokens that are never supposed to expire so I would like in addition to the usage issue resolved for my 115.8 Data Tokens to be put back into my account.  Thank you.

[maratsade]

"my 115.8 Data Tokens have now also disappeared.  That is money out of my pocket as I paid for those tokens that are never supposed to expire so I would like in addition to the usage issue resolved for my 115.8 Data Tokens to be put back into my account."

They can easily restore those tokens; the other issues are more complicated. Hope this gets solved quickly for you.

[Remy]

cmb366,

Thank you for following up! Our engineers are still working to get this resolved for you and you may see the meter start to move properly this week. I've let them know about your missing tokens and will have them restored!

Thanks,

Remy

[cmb366]

Remy,

I have activity on the usage meter starting yesterday (Monday) so hopefully it will continue and is fixed.  I still do not have my 115.8 missing data tokens restored.

Thank you.

[Remy · Accepted solution]

cmb366,

Your tokens should be restored now! Please let us know if you're able to see them, or if you encounter any issues going forward.

Thanks,

Remy