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Error when following CSR post

Freshman

Error when following CSR post

"Sorry! You don't have access to the content you requested. If you think you should have access, please contact the administrator of the community." This was received when clicking on Liz' post in Forum.
"Liz Official Rep profile pictureLiz (Official Rep) replied to this question:Why so low of data capps?

Hi keegan,

Welcome and thanks for posting. Basically, what Charles Scott said, and just as jezra correctly predicted here's the official response from our marketing VP, which covers some of the same things: https://community.myhughesnet.com/hughesnet/topics/gen_4_service_plan?topic-reply-list%5Bsettings%5D...

Thanks, 
Liz"

Now it seems the conversation is no longer open??
5 REPLIES 5
Moderator
Moderator

Re: Error when following CSR post

Hi deepdiver,

Yes, I closed it. 

The community has provided enough information to answer keegan's question, which has been brought up many times in the past by other users.

-Liz

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Freshman

Re: Error when following CSR post

The focus of my question was why the link you had just posted did not work.
Moderator
Moderator

Re: Error when following CSR post

Aha!

Thanks for clarifying, I see what you mean. Here's the content I meant to link to:

Open note to the Community from Mike Cook, Senior Vice President, Sales and Marketing, Hughes Network Systems 
***** 
It’s great to have the opportunity to talk to you all about some of the thinking behind our current service plan structure – we really appreciate all the feedback you’ve been providing and would like to thank everyone who participates in our community. It truly is an extremely valuable asset for us and we do take all the comments posted very seriously. 

So, let me talk a little about Bonus Bytes! As I’m sure you all realize, Echostar XVII is a spot beam satellite and the capacity we use in any given part of the country is shared between a community of subscribers. Our overriding concern in providing the service is to ensure that all subscribers have a fair opportunity to use the capacity when they wish to and that we deliver an average service level consistent with the service plan they purchased. The busiest usage periods tend to be in the afternoon and evening and so we engineer our network to be able handle these peaks with the consequence that we have some spare capacity at other times of the day – most notably overnight. Our challenge is how to encourage our subscribers to take advantage of these lower usage periods to get more of what they need done. Our first initiative was on our Spaceway satellite where we introduced the ‘Download Zone’: a 5 hour period overnight where we simply did not count usage against the subscriber’s allowance. At first this was a great success – and many users were able to utilize tools like download managers to time their large file downloads and take advantage of this limit free zone. As time went on, however, the download zone became more and more crowded creating even larger traffic peaks than the traditional afternoon and evening peaks. Some customers began to find that their downloads were not completing properly within the zone because of high levels of traffic and as a result became less satisfied with their service. 

When we launched HughesNet Gen 4 our overall strategy remained: we want to offer our customers the opportunity to utilize the available capacity to the full by encouraging them to use the overnight time zone for large downloads. To ensure once more that our customers all had a fair opportunity to use this capacity; we launched our Bonus Bytes program and extended the time period of availability to 8am. From our perspective the program appears to be working in that there is increased usage overnight without undue congestion. 

Why do we call them Bonus Bytes? Well if we simply increased our allowances most of the additional traffic would default to the current prime usage periods and create congestion. We can only give these extra bytes if they are used overnight – since they are extra we call them ‘Bonus Bytes’. 

Can we extend the usage period? This is something we continue to monitor but there are two primary risks to extending the period. Firstly we may inadvertently create a new congestion period early in the day so we have to be very careful. Secondly if subscribers use Bonus Bytes during a larger part of the day, they have more ‘Anytime Bytes’ left to use during the peak period, potentially creating more congestion. A bytes roll-over option would create the same risks. 

We believe that we have been very innovative in creating tools and plans to enable our customers to get the absolute most out of our service and we will continue to do so. Rest assured, we continue to monitor usage patterns across the network. If we see the opportunity to change our policies to the benefit of all subscribers we will do so. 

Once more, thank you for your feedback and keep it coming! 

Mike

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->

Freshman

Re: Error when following CSR post

Thank you.
Moderator
Moderator

Re: Error when following CSR post

You're welcome!

-Liz

Thanks,
Liz

Did my post answer your question? Accept as Solution to help others find it faster.--------------------------------->