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Data allowance magically being used

New Member

Data allowance magically being used

My data allowance is being depleted even while computer is turned off and LAN cable disconnected.  Talked to tech support, they said engineering would have to get back to me.  Now been 3 days without internet service, no follow up calls.  Reference number 54374470.  I am getting pretty upset.  This company makes ATT and Time Warner look like customer service champs! 
23 REPLIES 23
Alum

Re: Data allowance magically being used

Hi wydglyd88,

Welcome to the community and thanks for posting today! I've already pulled up your account and see that you've been communicating with our Tier 3 department pertaining to these concerns. I'll be glad to continue assisting you here. We'll also escalate your case to our engineers with your old test results. Another test will be needed to provide more insight as well. So please bare with us.

I will be providing you with a good amount of data so that we can run the test again here. With that said you'll need to add one more step when running it. Please carefully follow the instructions in this diagram.


Please post both screenshots here. Best way to do this with a Windows machine is the snipping tool. Just make sure to blank out/cross your SAN from any images for your privacy. The bandwidth I will add will come as token bandwidth ready to use. No input on your part. hope to hear from you soon.

Thank you,
Chris
Alum

Re: Data allowance magically being used

Hi wydglyd88,

After escalating to our engineers. There was a scheduled test for users on your Gateway. Specifically speed tests on a number of random sights and your's was one of them. Speed tests use up a small amount of data. However many were run. To make up for this, a substantial amount of token bandwidth was already added to your account. When I checked you already had about 25 GB worth unused. I hope that is sufficient and that this clears everything up for you. If you have anymore questions or concerns please let us know.

Thank you,
Chris
Associate Professor
Moderator

Re: Data allowance magically being used

Hi C0RR0SIVE

This is actually entirely my fault! I was working with an engineer on a specific concern for 2 customers and as a result some changes were made to this gateway (RAP50). When the work was done, some users were auto-tested to see if there was improvements and this used some data automatically as we all know. The engineers automatically placed "makeup" tokens in their bucket when the testing was over. I was provided a list of the customers and I even helped Chris look at wydglyd88's system and didn't catch that he was on that list. You can put this one on me!

Amanda
Associate Professor

Re: Data allowance magically being used

New Member

Re: Data allowance magically being used

I don't see any 25GB of data on my account.  There are tokens for 1.5GB that says "prepaid", everything else has a price attached.  How do I get the 25GB?
Moderator

Re: Data allowance magically being used

Hi wydglyd

Check here (supportcenter.myhughesnet.com)
 
Amanda
Assistant Professor

Re: Data allowance magically being used

Your meter will not reset until the refill date, it will stay at zero. You will drawing from that large Token Bytes Available until then.
New Member

Re: Data allowance magically being used

My bandwidth disappears all the time!   It's a 98% when I leave the house in the morning at about 11:00 and come home at 5:00 in the afternoon and it all gone.  I called many times about this problem and each time the tech tells me it's my router doing updates, which is nonsense.... I have set my computer so no downloads or updates are performed without my permission...so what is going on here?  This happened twice this week already...so what can I do about it?