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Token Banking for Data Management for online school

New Member

Token Banking for Data Management for online school

I have had Hughes Net for about 4 months now.  I have changed my plan 4 times now. I purchased 80.00 dollars worth of tokens to save and they are just gone.  I never released or applied them in any way.  They are just gone!!!.  I must have reliable internet!  My children attend TNVA, a public online school.  I started with basic service and moved to max service in the same month just to keep my students connected to horribly slow speeds with 50 to 60 automatic log outs of our school website per day!!!!.  The log outs do not stop!!  The data tokens are not banked.  I cannot get this to be manageable.  School starts back in August.  Hughes Net tech say the to clear my cookies and flush my dns to stop to log outs.  We do that on 4 computers about 6 to 7 times a day per computer for each function.  If we don't your service doesn't even let my kids stay in class. After this experience, Hughes Net techs said, "It is the schools fault."  The TNVA tech support tried everything over the past 2 months.  They say it is something in the server or modem supplied by Hughes net that is not authorizing the website.  So I am stuck!!  We have absolute murder trying to keep 3 students logged in all day. Constantly flushing the dns, clearing the browsing history, clearing all the cookies, and logging back in to live classes and exams. Literally I am crying my eyes out, I do not know what I am going to do.  Hughes Net and Excede are the only services available to me.  I understand Excede is the same as Hughes Net.  Is there any way to get this service to allow us to have 3 students logged in to TNVA and stay logged in for at least an hour at a time.  This service is almost unusable for us.  As for the stupid data.  I was told i could purchase tokens and no one could use the data unless I released it.  I am on the 10GB of Anytime and 50GB of Bonus plan.  I purchased the $80.00 of data/10GB.  I was told I would stay in the smart-browsing speed until I ran out of Bonus Data or I released a token.  When our 10GB of Anytime Data was gone, the system just ate the 10 GB of tokens without even asking.  I still have 22 GB of Bonus Data.  What gives?  I cannot afford to pay for max service at 180.00 a month and buy tokens for the system to use when IT wants too.  The whole purpose to for buying the darn tokens was to ensure I had data for school use only.  Now I do not know what to do.  HELP!!!  I am stuck with Hughes net out here in my beautiful country home.  I don't mind paying well for a good service.  I am paying through the teeth for crappy, slow, intermittent internet, that won't even let us use other services like Netflix that we pay for separately.  Why should we be punished for living in the country by not letting us have at least a usable service for a manageable rate?
10 REPLIES 10
New Member

Re: Token Banking for Data Management for online school

Think Hughes will soon lose its customer base and suits against filed against them .if you follow all the complaints they are basically the same...poor service, NO service, data charges for services not used. False advertising !
New Member

Re: Token Banking for Data Management for online school

Dawn : if you follow the complaints carefully,  you will see a group of dedicated HN reps busily at work fixing the complaints. Or, did you leave the movie before that part?
Alum

Re: Token Banking for Data Management for online school

Hi Ms.Venus,

Welcome to the community and thank you for posting! We are truly sorry if you have been inconvenienced. Allow us to investigate on your behalf. We are here to help. I was able to pull up your account using your profile information and I do see the purchase of tokens. From our billing side it seems that you were charged and now have a credit of $80 pending on your account. This is not something that typically should happen, you should not have been charged until your next bill was due. Also, from what I can tell it seems the purchase was reversed. 

I apologize for this inconvenience, we'll get with our billing department to review what happened. If there was a confirmed error on our part we'll see how we can avoid this in the future. Once I have an update I will let you know what we found, and the steps we will take to resolve this for you. Thank you again for bringing this to our attention. I went ahead and added some complimentary token bandwidth for the inconvenience. You should now have more than 10 GB available to you.

We understand your frustration with your connection concerns and we would like to address this for you. However we need some more info:

Are you experiencing loss of connection while you have bandwidth available?

I ask this because once you go over your data allowance for the month your speeds do decrease. In addition, if your children are all trying to connect at the same time during this period of reduced speeds, you may be susceptible to timeouts. 

When you purchased HughesNet, did our sales rep ask you what you would mainly be using it for?

I see that you have a Netgear router, is that correct? I also noticed a Cisco device detected in your diagnostics. Can you let us know what model router/routers you are using? Depending on what you have, connection quality and overall system performance can be affected. Especially with 4 computers and other potential devices connected. 

We look forward to hearing back from you soon. If you have any other questions or concerns about what I have went over please let us know.

Thank you,
Chris
New Member

Re: Token Banking for Data Management for online school

MS. Venus, I too live in the country and have the same complaint and I am a student as well
The service is slower than dial up at best! The reps always say they are helping however, when you run the speed test it always comes back to your test aren't Good enough and they have to run more speed tests and of course their test show that you have good speeds as well as the system is working fine. Can you say RIPOFF? I sympathize with you .
New Member

Re: Token Banking for Data Management for online school

I see you added the 10 GB back, but no charge was reversed.  I still Paid for the data to be saved.  I have no way to save it.  You are able to release it not me.  The cisco device is yours.  Its the stupid, worthless home phone service device.  
Highlighted
New Member

Re: Token Banking for Data Management for online school

My children must stay connected from 8 to 2:30 minimum on school days.  They are logged out of their classes, tests, speeches, reports, or anything as simple as the school log on page.  We had data during all these logging out sessions.  The school has thoroughly investigated the problem and it is Hughes Net.  We did not have any problems staying in class with our previous service.  Is there any possible way at all to bank data with this system.  I was told I (the customer) would be able to turn the smart-browsing on to keep any data from being used by the kids.  You know slowing them down to crawl you put everyone without remaining data on.  This will prevent them from using netflix, online games, and you tube.  My kids won't use it, if it stops every 2 to 3 minutes.  I wanted to utilize that tool to slow them down when I wanted.  That way fast connections and data speeds needed for class can be used for classes.  I called every internet service available today.  I am on a waiting list.  Please Please I have to start school with this horrible service.  You won't even let us stay logged in.  WHY??  This is the most ludicrous service I have ever had to deal with. The website your company considers horrid is  http://login-learn.k12.com/accessui/login.do?__actionName=view  For some reason this school website is not allowed be on your system for only so many minutes at a time.  It is a SCHOOL an ONLINE SCHOOL.  Now aren't you guys kinda silly for keeping anyone online away from using a site to better themselves.  This is not a porno site.  We attend Tennessee Virtual Academy.  It is accessed through that site.  I am beside myself.
New Member

Re: Token Banking for Data Management for online school

Dear Gamer Madison,

Excede isn't taking new customers in my area right now.  I am so upset.  They said They would contact me when it was available.  I am so frustrated.  What do you mean Verizon Hotspot?
New Member

Re: Token Banking for Data Management for online school

I am calling to reduce my Hughes to lowest service because undependable. Try to do banking online and service cuts out. AT&tT Uverse became available and we have installed. What a pleasure. They tested our Netgear speed and didn't even find it...worse service possible. Yes I told sales rep would be using it for emails, music. Movies, streaming, and he said fine. A joke...kept adding tokens and still didn't work. Will pursue release from contract.
Dawn Forkner
New Member

Re: Token Banking for Data Management for online school

I do not recommend Verizon Hotspot, I also am a rural customer and used verizon until contract was up, I must say it was excellent service fast no buffering etc.  The downside was just like Hughes the data was gone before the month was up even with the higher plan, we are a household of 4 and gone during the day for school and work and to bed by 11pm except weekends, so there was a small frame of time daily we actually surfed or streamed anything, the speed never slowed down or would not work when we were out, no we just got bills for 300+ dollars monthly until I just turned the thing off until we were out of contract.  If money is no issue then it is a great little thing to have.