Case number 52276641. I called HN on 1/26/16 to complain about excess data usage and a failure of data usage during "Bonus" time being debited to bonus time. I had made a previous complaint of the same problem to HN on 1/14/16 as well as the same complaint approximately 6 months ago. On 1/14/16 I streamed an Amazon Prime movie. I watched approx. 1 1/2 hours of the movie. My data useage for that day noted 1 GB used the first hour of streaming and 3 GB used the second hour (which was actually only 30 minutes of streaming). I know from previous conversations with HN as well as personal experience, streaming movies uses about 1 GB per hour. The 3 GB consumption reflected on my account on 1/14/16 did not make sense? When I called HN to raise this issue, I was credited back with the 3 GB and advised to shut off and monitor my data drain during "off" hours. I did as suggested. I did not note any unusual data drain, but I did again note that my bonus time was not being debited during the bonus hours useage. Instead, the time was being debited against my 20 GB normal useage. After speaking to the HN rep on 1/26, the 3 GB were again credited back to my account and again I was advised to disconnect and monitor usage for excess drain. Once again I streamed an Amazon movie for a total stream time of 1 hr. and 45 minutes. I took a remaining data reading before and after I streamed. Once again, I saw an identical repeat of the problem that occurred on 1/14/16. The first hour of streaming consumed 1 GB of data (perfectly reasonable) the remaining 45 minutes of streaming once again reflected a ridiculous consumption of 3 GB of data! And once again, I find my regular data useage bank empty, sans refund tokens. We have had HN for 15 months. The first 6 months it worked flawlessly and we never exceeded regular data usage. We have the highest data use plan. When we started to see excess data consumption we were advised to replace our router. We did that. The problem has continued. This has been very frustrating. We recommended HN to a neighbor when we first joined the system. However, I can not say that at this point we would recommend HN to another neighbor! Please help!
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