Unable to Use Bonus Bytes

[chippy15]

For the past three nights I have been unable use my bonus bytes even though I have 30+ gigs still available. The system is instead draining my tokens. I discovered this when I got a message during my bonus byte time that I had used up my allowance and smart browsing would begin. I then did a test where I bought a token and browsed during bonus byte time and the token was used up.  My understanding of the terms of service is that tokens would not be used during the bonus byte time if bonus bytes are still available.

I called into HughesNet support and tried to explain my issue with no luck.  Can anyone help? My call case number was 101565715.

Thanks.

[Liz]

Hi chippy15,

Welcome and thanks for posting. We certainly want to get to the bottom of this as well. I pulled up your account and I do see that you're currently running on token bytes and that your allowance resets in a little less than 10 days. 

Before the reset, this would be a perfect time to do a test so we can illustrate whether your token bytes are used once the Bonus Period (2am your local time) begins. If you're able to do so tonight, please take a screenshot of your System Control Center (SCC) before 2am and notate the exact time.

Then play some videos or do any large downloads to use a significant amount of data.

Finally, take a screenshot of the SCC at 2:30am (or any other time within the Bonus Bytes period) and notate the exact time.

This is what I see currently:


If your tokens are indeed being used during the Bonus Period, from 2am-8am, the Bonus Bytes will remain unchanged while the Token Bytes decreases. If I have these screenshots to show the token bytes decreasing during the Bonus Period, I will escalate them to our engineers here at corporate.

I will be sending you some complimentary tokens to compensate for the test so you may receive an e-mailed order confirmation for the free tokens.

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

[chippy15]

Liz, it appears that the time zone is wrong on my account. It appears that my bonus byte time is from 3:00 PM until 9:00 PM Central. I noticed that my bonus byte allotment decreased since you took your snapshot so I screen shot my usage at 8:30 PM when it showed I was using bonus bytes and again at 9:00 PM when the bonus period ended and my tokens started to be used. If that's the case, can I get some of my bonus tokens credited back? I'll still test the usage tonight to make sure.

[Liz]

Good morning chippy15,

Thank you for this information, this should make a good case for the engineers. I'll send this up right away, thank you! I did send you tokens yesterday. To add them to your Token Bytes Available amount, you need to use/activate them. Here's how: https://community.myhughesnet.com/hughesnet/topics/how-to-use-my-tokens

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

[BirdDog]

Liz, could the phone app be misreporting it? Curious if same thing happens with meter on computer.

[Liz]

The thought crossed my mind. I've already e-mailed the engineer, and he can see whether there's something in the background that's off that could be the cause of this. If there's nothing wrong, we'll definitely explore whether this happens in the SCC or Status Meter, or if it's just the app. Thanks!

-Liz

[chippy15]

I'm not showing the tokens being available in token management. I did not receive an e-mail in my HughesNet e-mail or account e-mail.

I did confirm this morning that from 4:47 AM to 5:45 AM I used almost a gig of data from my tokens while my bonus byte usage stayed at 13.10 GB.

[Liz]

Hi chippy15,

Thanks for letting me know. I do apologize, not sure what happened with the tokens, but I've just sent you some free ones. If you don't receive an e-mail or see the tokens today, do let me know so I can escalate that as well.

-Liz

[chippy15]

Thank you, I have received them.

[Liz]

Great!

[rnin85]

This issue happened to me as well when I first started with Hughes. The time zone was set for the East Coast even though I am on the West Coast. They tried to fix the issue over the phone but was unable to do so or even understand why the issue was happening in the first place. It was decided that I needed a new modem to fix the problem. I would check back frequently to see if it has reset itself somehow. It finally did the day before the modem arrived. I called to let them know the issue was resolved. The delivery was refused and issue has not cropped up again. I must admit that I periodically check.

[tgordon]

I am having a similar problem.. It's 2.22am right now and my bonus bytes have not come on.. this has been happening off and on for a couple of days.. Sometimes they work sometimes not.. Sometimes they come on in the middle of the day.. I really need help with this problem asap

[Liz]

Hi rnin85 and tgordon, thanks for speaking up. I will add yours onto my initial escalation since this appears to be an emerging trend.

Once I have any updates to share, I'll post here in this thread.

Your patience and understanding are much appreciated.

Thanks,
Liz

[Liz]

Hi chippy15, 

This should be resolved now, can you please confirm?

Thanks,
Liz

[chippy15]

Yes, it appears to be resolved. I'll let you know if it happens again.

[Liz]

Thanks for the confirmation, chippy15!

-Liz