About Liz

Liz · ‎12-13-2022

Hi cmb366, Thank you for following up. I understand how frustrating it is to see other's issues resolved with seemingly no progress on your own. I'm trying to get the engineers to fix your site ASAP; I agree, you shouldn't have to buy more token data. I'll post back once I have an update for you. Thanks, Liz

Liz · ‎12-13-2022

Perfect, this is very helpful, thank you! -Liz

Liz · ‎12-13-2022

Good morning shadyacres, Since we're investigating what happened in your case, we'd love to get more details to better help us find the root cause. Do you know which URL you visited to type in the address? It might still be in your internet browser history. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎12-13-2022

Wonderful news! Thanks for coming back to let me know, Vince. Have a great holiday!! -Liz

Liz · ‎12-12-2022

Hi shadyacres, I see it's your first post here, so welcome to the community! I'm sorry to see this happened, I can understand your disappointment. We're investigating this to ensure that we can further minimize this sort of thing happening in the future. Thank you so much for bringing this to our attention. -Liz

Liz · ‎12-12-2022

Hi KEJ, I'm seeing your token data on your account now. If you have any other concerns, please don't hesitate to drop by the community again! -Liz

Liz · ‎12-12-2022

Good morning Vince, Glad to hear the token data was restored. I'm happy to look into this other issue for you. So we can better narrow our search, please let me know when you first noticed your service plan data being used instead of bonus hours. If you have specific dates and times, that would be best. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎12-12-2022

Good morning KEJ, Our engineers are still currently investigating. I've asked them for an update and once I do have news to share, I will post back. These are the corporate engineers working on your case so it's at the highest level. I'll keep you updated. -Liz

Liz · ‎12-09-2022

Good morning VinceO, Yesterday I've asked our engineers for an update; they are still actively tracking your case and similar ones. Once I have any news to share, I will post back here. Your patience and understanding are much appreciated. Thank you. -Liz

Liz · ‎12-08-2022

Hi bgaze, Glad you found the community, I'm sorry to hear this, it's most unusual and we can certainly address this for you. I've already escalated your case to our engineers to investigate. I'll let you know once I have any updates to share. Your cooperation, patience, and understanding are much appreciated. -Liz

Liz · ‎12-06-2022

You're welcome, I'll post back once I have any news on the update. Thanks, Liz

Liz · ‎12-06-2022

Good morning drh100, Good news! I got a quick reply from one of the engineers, they were already aware of this and will be rolling out an update that fixes this. I have no exact timeline for this, but it will be resolved soon. Your patience and understanding are appreciated! -Liz

Liz · ‎12-06-2022

Good morning drh100, I'm glad you found the community, thank you for posting. I can escalate this over to our engineers to look into; to help them narrow their investigation, please let me know what happens when you connect to a non-HughesNet connection and try Snapchat. On what device are you using Snapchat? What non-HughesNet connection did you try? Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎12-05-2022

Temporarily locking this thread to clean up so the original poster (OP) and I can continue to work on their concerns. Your cooperation and understanding is appreciated. -Liz

Liz · ‎12-05-2022

Good morning lakeland4, Thank you for this detailed update, it helps. I've sent this over to engineering to review. I'll let you know once I have any updates to share. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎12-05-2022

Good morning Vince, Oh that's unusual, thanks for letting me know, I'll let engineering know, although I do know they were still investigating your site as of today. I'll keep you posted. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎12-05-2022

Good morning KEJ, I see it's your first post here, so welcome to the community! Thank you for these details, they help a lot. I'll escalate this to our engineers to resolve. I'll post back once I have an update for you. Your patience and understanding are much appreciated. Thanks, Liz

Liz · ‎12-05-2022

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

Liz · ‎12-02-2022

Hi Kirk, Thank you for your patience while your concern was addressed. Your token data has been restored, have a good weekend! -Liz

Liz · ‎12-02-2022

Hi Vince, Your token data has been restored. I also added a gig to round up. 🙂 Have a good weekend! -Liz

Liz · ‎12-02-2022

Hi VinceO, I see it's your first post here, so welcome to the community! Thank you for letting me know and including those details, that helps a lot. I'm escalating this to our engineers to look into and resolve. I'll post back once I have any updates, your patience and understanding is much appreciated. Thanks, Liz

Liz · ‎12-02-2022

Hi Kirk, Thanks for reaching out I'm sorry to hear this happened, I can certainly help! I've escalated this to our engineers to investigate and restore all your token data. Your patience and understanding are much appreciated. Thanks, Liz

Liz · ‎12-02-2022

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

Liz · ‎11-21-2022

Glad to help! -Liz

Liz · ‎11-21-2022

Hi maratsade, Your tokens have been restored, I'm sorry for this hiccup. Thank you again for reporting this, our engineers are checking to make sure others weren't affected. -Liz

Liz · ‎11-21-2022

Hi maratsade, Thanks for bringing this to our attention, looking into this now. -Liz

Liz · ‎11-21-2022

Good to know, thanks for letting us know. Looking forward to hearing how it goes while VDS is on. Thank you! -Liz

Liz · ‎11-04-2022

Good question! Engineering said to leave VDS on please. -Liz

Liz · ‎11-02-2022

Hi lakeland4, Good news, engineering is rolling out an update in your area to address performance. Please monitor your streaming performance in the next few days and keep us updated as you normally do here on your thread. I'll be out for a couple weeks, but Amanda or another mod will be sure keep the communication going between you and engineering. Your cooperation, patience, and understanding are much appreciated. Thanks, Liz

Liz · ‎10-24-2022

Thank you for this update lakeland4, I've sent this to engineering as well. -Liz

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About Liz

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Re: Data tokens missing

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Re: Data tokens missing

Re: Data tokens missing

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Re: Upgraded to Gen5 and speeds are still extremel...

Re: Upgraded to Gen5 and speeds are still extremel...

Re: Upgraded to Gen5 and speeds are still extremel...

Re: Upgraded to Gen5 and speeds are still extremel...