Time is being subtracted from my data plan during bonus time zone

[VinceO]

     I thought this issue was fixed, but it's happening again. This morning December 16 between the hours of 4:00 am and 8:00 am, Central Time Zone, I was browsing and web searching on and off. When I first went on line I checked my HuighesNet usage account, my plan data account had 8.2 GB of data left in my account, my bonus time had 47.3 GB left in this account. Before getting off my computer at 8:00 I once again checked my usage page on HughesNet. The entire time I was browsing and searching on the net was subtracted from my plan data. My plan data was now at 7.9 GB and my bonus time was still at 47.3 GB.

     Please fix this.

[Liz]

Good morning VinceO,

Thanks for reaching out and providing these details, that helps a lot. I've escalated this case to our engineers here at corporate and also made note that you were recently escalated for the missing token data issue. I'll post back once I have any further instructions or updates for you.

Your cooperation, patience, and understanding are much appreciated.

Thanks,

Liz

[dave_rupp]

Hi VinceO,

I have had the same ongoing issue since I switched to Gen5. Instead of paying another $10.00 a month for Gen4, I switched to Gen5 in August. Since that time I have exceeded my basic plan data (15GB)  every month although my internet habits have not changed. I have also noticed usage prior to 8:00am local time being deducted from the basic data instead of the bonus data. Never had this happen under Gen4. Also my service is just as slow if not slower than it was with Gen4. Typical download is 50 - 300 MB/s.

Thanks,

Dave Rupp

[maratsade]

Have you contacted support about that? Doesn't seem that you've ever posted about the issue on this site. I think the reps here would welcome posts about the same issue (posted on an individual thread and providing context and details of the issue), so they can see if it's a widespread problem and address it more globally.

[Liz]

Good morning Vince,

Thank you for your patience while engineering took a look at your site. They don't see anything unusual from their end. However if you are still currently seeing this issue, please do as you did last time and provide timestamps and dates for when you've observed the issue. Engineering added additional token data to your account to help.

Your cooperation, patience, and understanding are much appreciated.

Thanks,

Liz

[Liz]

Good morning Vince,

It's been a while since we last heard from you, so we will close this thread. If you still have these same concerns, please start a new thread and include the timestamps and dates so we can better assist you.

Thanks,

Liz