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cmb366's avatar
cmb366
Sophomore
3 years ago

Missing Data Token

10/31/2022 End of cycle I had 90.7 Data Tokens in my account. On 11/1/2022 I had zero (0) data tokens. I spent the November 4 weeks contacting customer service through 7 phone calls (3 of which were disconnected when transferring me to a supervisor) 6 hours on hold to only be able to get 25.0 data tokens added to my account the most the supervisor could do without management approval which was pending (Case #149767021. On 11/23/2022 I activated Hughes.net Fusion which I was told all my data tokens would transfer over and I would receive a 10GB free data token for activating within 7 days which I did. I received an email that the 10GB data token was added. Now December the beginning of a new billing cycle I have the 10GB of free data tokens and that is all. The 25 that was a partial recovery of my missing 90.7 is gone as well. I have not gone over usage so I should have in my account 100.7 data tokens (90.7 balance at 10/31 plus the 10GB free data token for activating the Fusion) and instead I only have 10GB in the data token balance. Is there someone on here that can connect with the right person at Hughes.net to get my missing 90.7 data tokens added back to my account. I am now the 4th person that has posted of tokens just disappearing from their account when these are supposed to stay in the bank until used, they don't expire. Thank you.

  • Liz,

     

    Thank you very much for your assistance in getting my data tokens restored.  Hopefully I won't have to contact you again on this matter.  Merry Christmas!

  • Hi cmb366,

    Thanks for reaching out and providing these details, this helps a lot! I've escalated this to our engineers to investigate and restore all your token data. Your patience and understanding are much appreciated.

    Thanks,

    Liz

    • cmb366's avatar
      cmb366
      Sophomore

      Liz,

      Any update on my missing data tokens. Two other members VinceO and Kirk Merley both posted on Friday about missing data tokens and had theirs restored on the same day. I'm still missing 90.7 data tokens on my account and have been trying to get hughes.net through every support option to fix this now going on 6 weeks.

      Thank you.

      • Liz's avatar
        Liz
        Moderator

        Good morning cmb366,

        Engineering is currently investigating your site; once I have an update from them I'll let you know ASAP. Your patience and understanding are much appreciated.

        Thanks,

        Liz