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HN7000S free download period in Alaska

Moderator
Moderator

Re: Usage meter can not connect to modem

Thank you for the feedback Bob, I will send it up to engineering as well as your description of the issue. I will pass back any additional questions engineering might need for them to help.

 

Thanks,
Liz

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Moderator
Moderator

Re: Usage meter can not connect to modem

Hi Bob,

 

I was just informed by engineering that the Download Zone period should be working properly now. Let me know if that's not the case, and I'll relay the message. I don't know if the change they made also addresses your token concern, so I've also asked them about that. I'll let you know.

 

 

Thanks,
Liz

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Sophomore

Free period for Alaska

Greetings:

Based on the attached photos showing free period not active at 10:02 PM, active at 12:19 AM and inactive at 4 AM my best guess is not only did they not change my free period to 1 am to 8 am as requested but failed to adjust for Alaska daylight savings time and I somehow ended up with a 11pm to 4am. I have spent my last all night enduro doing trial and error testing for Hughesnet while spending $199 a month for extremely slow speeds. 

 401AM05142018.JPG100205132018.JPG122005142018.JPG

Sophomore

Re: Usage meter can not connect to modem

Greetings:

Based on the attached photos showing free period not active at 10:02 PM, active at 12:19 AM and inactive at 4 AM my best guess is not only did they not change my free period to 1 am to 8 am as requested but failed to adjust for Alaska daylight savings time and I somehow ended up with a 11pm to 4am. I have spent my last all night enduro doing trial and error testing for Hughesnet while spending $199 a month for extremely slow speeds. 

 

Moderator
Moderator

Re: Free period for Alaska

Good morning Bob,

 

Thank you for reporting back and providing screenshots, these help. I've sent these over to engineering for them to address.  Please also check your private messages in the top right corner of the community page as I've sent you a PM to further address your concerns.

 

 

Thanks,
Liz

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Sophomore

Re: Free period for Alaska

Liz:

 Another reason I would prefer to have the 1am to 8am slot is better performance. When you are on the 10pm to 3am free period or in my case the 11pm to 4am slot the time from 10 pm to around 1 am is worthless because it is so slow due to a overload of people watching Netfliz,youtube or other bandwidth hogs

  Appreciate your help addressing my concerns. 

Sophomore

Re: Free period for Alaska

Greetings:

 After reviewing all three pages in this record it appears that nothing has been done other than defining what my free period here in Alaska should be: 1AM TO 8AM.

 

"According to our Fair Access Policy for Alaska legacy customers like yourself, your Download Zone is 1-8 am Alaskan time.

 

What is the Download Zone?

The Download Zone is the off-peak hours of the day, when you can download data at full speed without counting against your Download Allowance. The hours of use start at 2:00 am and end at 7:00 am, local time, for customers with an HN9000 modem. Excluding customers in Alaska, the Download Zone hours for customers with an HN9200, HN7000, or HN6000 modem remain from 2:00 am – 7:00 am, Eastern time. In Alaska, the Download Zone hours are from 1:00 am – 8:00 am, Alaskan Standard time."

 

 

Thanks,
Liz

 

I realize my request has been sent to engineering and there response was my free window was working properly. Simply not true. My download window remains what it was two weeks ago: 11PM TO 4AM. (Except for one instance where it started at 10pm)   I am using the useage meter built into the modem to determine free period because your usage meter app has never worked correctly on HN7K modems. (Try to acquire a token in any maner using just the app)

  Just need to know what the plan is to resolve this problem.

 
Moderator
Moderator

Re: Free period for Alaska

Good morning Bob, 

 

I've not heard back from engineering since I relayed your last update to them last week. I will ping them for a response. 

 

  Your patience and understanding are much appreciated.

Thanks,
Liz

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Highlighted
Sophomore

Re: Free period for Alaska

After suffering through a 3 1/2 week outage because of my second defective modem the free period in Alaska still seems to be the question no one in Hughesnet can answer.  The first night "6/13/2018" after commisioning the replacement modem the free period was from 1am to 8 pm as advertised except for very slow speeds and yellow status light with acceleration errors half the time. After getting up last night at 1am free time was not active indicated by normal green graph light showing decrementing usage per cent. However the free peiod did start sometime before 8am (indicated by FUP not active when displaying usage) the free peiod was active and ran to 1 pm local Alaska time. After gettin up again this evening the free peiod is not active at 2:39 AM. Suspect it will come on sometime in the morning again but who really knows? The total Hughesnet experience is beyond belief.Free peiod 06152018241AM.JPG

Moderator
Moderator

Re: Free period for Alaska

Good morning Bob,

 

Thank you for this latest update. Engineering said they'd be getting back to me any day now. I'll ping them for a status update and send them your latest feedback.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Thanks,
Liz

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