HN7000S free download period in Alaska

[Charles Hammond]

Okay, I live in remote Alaska. Using the HN7000s modem, power 250 plan.

I was told the "free" download period was from 2AM-7AM Eastern Time. That would be 10PM-3AM Alaska Time.

 Did Hughes change this FAP policy? I ask because the "free" download period is no longer working. Usage is being counted during that period.

If Hughes did not change the policy/time then there is a glitch in the system !  I'm getting tired of being FAP'd.  

[Gwalk900]

Unlike the other Hughes platforms (Spaceway and EchoStar) the Hughes 7000s system has always based all activity on eastern time.

I would encourage you to post your modem serial number (not your Site ID/SAN) or a phone support case number here in this topic.

Along with that I would take screenshots of your usage meter along with the corresponding times and post them here.

I would suggest that you not power off the modem as that may wipe out certain modem logs that will evidence your case.

Question: Are you a direct Hughes customer or do you get Hughes service but through a VAR *Value Added Reseller)?

The last could be a game-changer.

The Hughes Mods will be back office in the Morning.

[Charles Hammond]

Thanks, I'm a direct Hughes customer. Like I said we live in a remote part of Alaska, we have no telephone service available. So I can't call Hughes.

Modem ser# 2761527.

Before I post screenshots I just want to confirm that the free download period is based on Eastern Time so my "free" period is indeed 10:00PM -3:00AM Alaska Time.

[Gwalk900]

Yes, based on eastern.

[GabeU]

There is another user who posted two days ago that their download zone (the free download period) is no longer working properly, either. 

https://community.myhughesnet.com/hughesnet/topics/what-happened-to-my-free-download-period

[Charles Hammond]

Okay... It is currently 5:49 AM Alaska Time. I am downloading an update (1 Gig) and it is not counting against me according to my download meter.

 So .... apparently Hughes is not using Eastern Time for the download period any longer !

Or their just screwed up!

[Liz]

Good morning Charles,

Welcome and thanks for posting. I've already got your account pulled up and am investigating yours as well as the other customer posting of a similar concern.

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

[Liz]

OK, so an engineer informed me there was a communication letter sent to ALL Alaska customers informing them that the free download period was changing to 1am-8am Alaska time. 

I apologize if you did not receive this letter, I don't have any other details about that piece of communication.

If usage is counting against your allowance within this new 1-8am period, please let me know.

Thank you,
Liz 

[Charles Hammond]

Liz,

  I never received any communication on this. Not happy but at least now I know.

 Thank you.

[Liz]

You're very welcome, Charles. Feel free to revisit the community if you have any other concerns.

Thanks,
Liz

[Gwalk900]

Liz,

7000 topics pop up from time to time ...

Is the time zone change just for Alaska or does it also apply now to the lower 48?

This could get interesting because it alters the hours when that system receives its "hourly drip" data refill.

[Liz]

A change to the Bonus period for the rest of the states would be really significant and we definitely would have been given a heads up on that. As far as we know, the Bonus Period is still 2am-8am.

-Liz

[Gwalk900]

Liz,

Not referring the 2-8 bonus period 9000/1100 but instead to 7000 legacy 2 to 7am unmetered free period.

[Liz]

Thanks for clarifying. I'll ask so we can be sure.

-Liz

[sli-er_15]

When will the free download period change begin? I've been watching my usage data for the last couple weeks and it still stops between 10pm - 3am in AK time.

[Liz]

Hmm, let me double check with the engineer on that for you.

-Liz

[Liz]

The change was implemented on 11/8 for all AK sites. According to the engineer your site is currently down, so he's unable to make the appropriate adjustment so you can have the correct free download period time.

In your next reply, please confirm you are still connected via your HughesNet service so I can let my engineer know to make the change.

Thank you,
Liz