Forum Discussion

fox12's avatar
fox12
Junior
4 years ago

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 ...
  • Liz's avatar
    Liz
    4 years ago

    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

Liz's avatar
Liz
Moderator

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

C0RR0SIVE's avatar
C0RR0SIVE
Associate Professor
4 years ago

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.

  • Liz's avatar
    Liz
    Moderator
    4 years ago

     

    @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

    • C0RR0SIVE's avatar
      C0RR0SIVE
      Associate Professor
      4 years ago

      Liz 

      PM sent with more information...

      • Liz's avatar
        Liz
        Moderator
        4 years ago

        Got it C0RR0SIVE, thanks.

         

        Hardware upgrades on our end appear to have a hand in this. Our engineers are looking into a solution to prevent this as they continue to upgrade, was well as resolve any currently affected accounts. 

         

        I don't know when they will have a solution to restore tokens automatically, but if you are in need of your tokens sooner, fox12, please let me know. I can apply them after I check with engineering if it's ok to do so.

         

        -Liz

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    4 years ago

    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.

     

  • MarkJFine's avatar
    MarkJFine
    Professor
    4 years ago

    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.