My problems started actually about 5 weeks ago, however, I was not aware of it until 3 weeks ago, July 26, 2016. Our data was throttled as the result of extreme data usage over the month. Basically, 46GB of data over 20 accumulative hours. IMPORTANT TO NOTE, I noticed the data usage, AND REPORTED the data LOSS to HughesNet within the same day of the last major data loss on July 26th, 2016. Also, please note, we do NOT watch streaming movies or shows of any kind that are live and streamed. We also are not gamers, nor, are we much in to You Tube. TWO IMPORTANT THNGS TO REMEMBER- A) This data usage/loss (NOT BY US or BY OUR DEVICES) caused our system to be throttled with 8 days left in our cycle (Thank you to Chris and a Tech in Tx for giving me data tokens) and B) obviously, this amount of data usage is so out of the norm in our system history since early February 2016.
I reported our difficulties to Hughesnet in an Email to them via their server on July 26. On July 27, I received a phone call from a tech by the name of Martin, This was the first of 4 techs I would speak with in a 24 hour period. Every one of the techs or customer service people were rude, condescending, and accusatory towards my husband and myself. One tech accused me of not divulging that I have children, I finally stopped his heckling by asking if he would like a copy of my infertility records, another tech accused my husband of doing immoral things and downloading immoral items from the internet. The list is huge, and yes, I documented all of it in 4 pages.
I literally stumbled across THIS GROUP! THIS GROUP IS WHERE I LEARNED ALL ABOUT DATA USAGE, THE DATA MONITOR, etc. The people in this group ARE INCREDIBLE, and I only hope that Hughesnet somehow reimburses you for the time and effort you take in upholding their product and company name. Truly, you ALL AMAZE ME! I followed EVERYONE’s advice, including going private with my messages to Amanda. In my discussions with Amanda, she encouraged me to eliminate ANYTHING possibly data consuming to see what was happening with the data. AGAIN... this is not a SMALL trickle of Data, this was HUGE AMOUNTS taken out usually during short frequencies. Examples of which are, 12GB between the hours of 12-5am (5 hours) on July 22, 15GB between the hours of 6am-11am (5Hours)on July 26. Just to name a few. So, while I understand eliminating all of the data influences, these alone did not cause the problem, or the main issue. ALL of this time, I made the incorrect assumption that some sort of investigating was going on to A) find the techs I spoke to and somehow re educate them?, B) find the source of the large data loss, so it doesn’t happen again. After all, I am doing MY part, by eliminating data in any and every which way possible, I made the wrong assumption that Hughesnet was ALSO trying to figure out things on their end. THIS IS WHERE I WAS WRONG... I asked earlier this week, the status of my account, and Amanda’s reply was simple....
“I am not sure I had mentioned if we were looking into this in some way after determining we'd lock your network down and go from there... The last update I have from you is that setting up the iCloud the way you did helped out with the data problem and you had not lost any "chunks"
I can not tell you how disappointed and completely floored I am by this response. My “data problem” was NEVER the fact that my I cloud was now set up differently? My problem was the way I was treated by customer service, AND that I had massively huge amounts of data lost and nobody has bothered to look at WHY and how it can be prevented again!?
SO- SPECIFICALLY--- This is what I need help or assistance with. This is what I want HughesNet to do for me, after everything I have on my end to help with the issue.
1) WHEN AM I ABLE TO STOP DOING THE FOLLOWING? I would LIKE to get my devices back to working order?
I have currently shut off the I cloud automatic back ups, and I back up manually EARLY during the Bonus Bytes time on Sunday and Monday.
My ICloud drives are OFF- My devices do not communicate with each other, I purchased the devices to communicate with each other and I have been using this for years.
ANYTIME a download of any kind that we are doing, we document the data used before and after.
I take note three times a day of data usage.
2) I WOULD LIKE TO KNOW THAT ALL OF THE TECHS I INTERACTED WITH FROM JULY 26-27, 2016 to ARE LOCATED and at the VERY least, re educated on how to properly address a customer’s complaints.
3) I WOULD LIKE AN EXPLANATION OF THE ENORMOUS DATA LOSS THRU MY SYSTEM ON THE DATES OF JULY 16, 22, 23, and 26th, 2016. PLEASE do NOT give me the excuse that these things happened too long ago, to investigate. YES, they are now a long time ago, BUT, MY FIRST CONTACT with HughesNet was JULY 26, the very SAME day that there was a data download of 15GB over a 5 hour period.
I am NOT ASKING TO GET OUT of My contract. I signed the line. However, I am doing MY part, when will HughesNet do THEIR part? As I told Amanda, I am not going away, I will be here for the duration... so, please take care of this problem ASAP, so that I can go back to enjoying my devices!
My only other course, is to go public with my issues by contacting the BBB, The Public Service Commission, and the FCC.
We are currently using approx 1GB every 48 hours with all of our data devices turned off. Which roughly means about 16-17 GBs of data a month are being used (give or take). We are paying for 50GB! WE WOULD LIKE TO USE IT!
HUGHESNET—THE BALL IS IN YOUR COURT—PLEASE CONTACT ME.