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Plan reset, lost tokens.

fox12
Sophomore

Plan reset, lost tokens.

Hi, need help please.

Yesterday I had 24 tokens, and approx. 10gb of my plan with 8 days left in this period.
This morning my plan has been reset to 100% the bonus has also been reset to 100%. And all my tokens are gone, reset to zero.
Could someone please check on this.
Thanks for any help.

1 ACCEPTED SOLUTION

Accepted Solutions
Liz
Moderator
Moderator

Re: Plan reset, lost tokens.

Hi fox12,

 

Thank you again for your patience and cooperation. I've sent you tokens to make up for all this. Please don't hesitate to stop by the community again if you have any other concerns.

 

Thanks,

Liz

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22 REPLIES 22
maratsade
Distinguished Professor IV

Re: Plan reset, lost tokens.

The HughesNet reps here can check on that for you.  They usually respond within 48 hours.  

Liz
Moderator
Moderator

Re: Plan reset, lost tokens.

Hi fox12,

 

I see it's your first post here, so welcome to the community! Thanks for much for reporting this ASAP, better we have a live, fresh case so that our engineers can have a look to see what's happening. We'll be sure to restore your data tokens once engineering has had a look first and deems it ok for me to send.

 

I'll post back once I have an update or any questions.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,

Liz

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C0RR0SIVE
Associate Professor

Re: Plan reset, lost tokens.

@Liz 

 

I have also had a reset on all my terminals, not sure of my tokens as I never look at them, or buy them, or anything of the sort, but it appears this data reset and token issue might be a bit wider spread...

 

@maratsade 

I bet if you look at your terminal status, it will show that you got reset as well.

MarkJFine
Professor

Re: Plan reset, lost tokens.

Hmm. My data seems correct on my Usage Meter, the iPhone app, as well as the web site.

 

That said, I've been noticing a tremendous (nearly painful) amount of SSL errors since late last week so I'm wondering if that's affecting authentication errors in many instances and it's causing data retrieval errors and possibly data corruption as a result.


* Disclaimer: I am a HughesNet customer and not a HughesNet employee. All of my comments are my own and do not necessarily represent HughesNet in any way.
Liz
Moderator
Moderator

Re: Plan reset, lost tokens.

 

@Liz 

 

I have also had a reset on all my terminals, not sure of my tokens as I never look at them, or buy them, or anything of the sort, but it appears this data reset and token issue might be a bit wider spread...

 

@maratsade 

I bet if you look at your terminal status, it will show that you got reset as well.

Oh I believe it C0RR0SIVE. I've been tracking this for a few months now. When did your data reset, today?

 

Edit, your DSS terminal is down so I can't check, but when is your normal reset date for that one?

 

-Liz

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maratsade
Distinguished Professor IV

Re: Plan reset, lost tokens.

Cheers. I'll check when I get home.  EDIT: data and tokens both correct on Website and HughesNet app.  Can't check the SCC until later.  EDIT 2: Data and tokens are correct on the SCC as well. No resets.

 


@C0RR0SIVE wrote:

 

@maratsade 

I bet if you look at your terminal status, it will show that you got reset as well.


 

fox12
Sophomore

Re: Plan reset, lost tokens.

Thanks for the welcome Liz..It is my first post however I have read a lot. I haven't had to post, you and the others cover other members problems pretty well. I have gained a lot of insight just reading answers. I want to thank you all for the fine job you do
And also thanks for the very fast response to my situation, I am not worried I am sure you will find the problem.
Wishing you all a great day.

Liz
Moderator
Moderator

Re: Plan reset, lost tokens.

Your words mean a lot fox12, thank you! That is exactly what the community is for, and I'm so glad you've gained something from it. 

 

We have a couple engineering teams investigating this issue now. I'm also looking forward to what happened and having this resolved soon.

 

-Liz

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