Modem does not go into Bonus Period until 3 am Local.

[wildcats198308]

Ever since Sunday after the Daylight Savings Time change, my modem has not been going into bonus period until 3 am Local time.  In the last 8 years it has ALWAYS been 2 am all the time. Is anyone else having this same issue? 

When I click the wizard on my system control center the time in the upper right shows. WED MAR 16 07:34:11 2016.     --- My current time is 3:45 AM ...  why does my modem (HN9000) show 7:35? 

[kathleenhellhol]

I am with tech support right now for the exact same problem.  If I get an answer I will post..."IF" I get and answer.

[kathleenhellhol]

Typical of Hughesnet....problem is my router...NOT!  As I went down 11% of my anytime bytes per the meter I checked my dashboard for daily usage and all that went down was 1-2 kilobytes.  This is during my free period also.  I don't believe it is my router as they always blame but their system AGAIN.  I am going to unplug my modem after I get finished and then see what happens.  Other times we have huge depletion of daily allowance they again blame router so we unplug the router when off also...good luck and I will add more information tomorrow if this does not get fixed.  This also started after the time change.

[C0RR0SIVE]

This is odd behavior...  The modem does report the proper time... I wonder if the ending of DST being different than normal is the reason the modem isn't taking things into account...

[Chris11]

Hi wildcats198,

Thanks for posting. This is odd behavior. Most transports should automatically adjust. I have sent your account info to one of our engineers. Once I hear back I will update you. We appreciate your patience and cooperation as we help address your concerns. 

Thank you,
Chris

[wildcats198308]

I just checked my system control center and it shows regular period ends in 1 hour 57 min. (My current time is 12:03) Which will be at 2 am, they must have the system operating correctly now. Thank you Chris for submitting this issue to the engineers to and them for correcting the issue.

[jcollison251]

Ok so they "fixed" the HN9000 times last night apparently.  The only problem is, they did this without ANY warning or explanation to customers.  I had already adjusted my scheduled downloads based on the new time.  So this morning I got hard-throttled.

I am rather displeased that I had to burn a restore token because of Hughesnet's incompetence and their subsequent reluctance to send out notification emails to save face.  (This is a regular pattern with Hughesnet.)  I have sent billing support a request for a restore token refund, but I am not holding my breath.

[Chris11]

Hi wildcats,

Although all HN9000, HT1000, and HT1100 customers should have kept their Bonus or Download Zone period in their local time zone, a configuration error caused some HN9000 modems to forget to set their clocks forward as part of the weekend's Daylight Saving Time change. As a result, they accidentally slept in and their period was delayed by an hour. This has been corrected and we apologize for the mix-up. For the inconvenience, I added complimentary tokens to your account. You should receive notifications to your account email. We appreciate your patience and cooperation.

Thank you,
Chris

[Chris11]

Hi jcollison,

Please see my message above for an explanation. We understand the inconvenience and I will be adding complimentary tokens to your account to compensate. You should receive email notifications when they've been added.

Thanks,
Chris

[jcollison251]

Thanks so much Chris; got them.  That more than makes up for everything. 🙂

[Chris11]

You're welcome. 🙂

[wildcats198308]

My modem was showing that the Download Zone period was to begin at 2 am last night. At 2 am I went in and checked again and it showed Regular Period ENDING in over 5 hours and my status meter was still showing Regular Period usage. I attempted to download a small file to see if it took usage from my regular data, sure enough it did! I then did a Hard Reset from my HN9000 system control center and it was corrected. I don't know if everyone effected is having this same problem or not. I would make sure your modem is in Download Zone period before doing large downloads or hard reset your modem to hopefully be sure the changes are updated. I will see what it shows tonight, hopefully I do not have to do another hard reset.

Thank you for providing complimentary tokens. I just wanted to let everyone havibg this issue know how my modem is reacting and to advise them that a hard reset may be needed.

[Chris11]

Thanks for providing more feedback