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coppcabin's avatar
coppcabin
Freshman
7 years ago
Solved

All lights on front of modem keep going out!

Over the past 10 months my modem keeps going offline on a daily basis whenever internet is in use.  The internet goes down and when I check the modem all the lights on the front are off.  I have to r...
  • coppcabin's avatar
    coppcabin
    7 years ago

    Liz-

     

    Tech came out and was a helpful guy.  He did not opt to replace the modem since it's been swapped twice already.  He said he updated the software on my existing modem and he also found that the coupler that connects the indoor and outdoor coax runs between the modem and the satellite was lose.  He tightened the connection and asked that I let him know if I continue to have problems.  Due to it being winter, I'm at the property very little so it may be a while before I am able to confirm if I'm still having problems.  I will post back once I get a chance to use the service again.  Thanks!

     

    -Kent

GabeU's avatar
GabeU
Distinguished Professor IV
7 years ago
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coppcabin

 

What is the modem plugged into?  I ask this because you mentioned that you have to "reset the power."  What is it you do when you reset the power?  

  • coppcabin's avatar
    coppcabin
    Freshman
    7 years ago
    Copy Link

    By resetting the power, I mean that I simply unplug the power cord from the power source and plug it back in.  The satellite modem will not reset on it's own once all the lights on the front go out.  Strangely, the link lights on the back of the modem for the wired Ethernet ports continue to show activity even when all the lights on the front of the modem go out.  However, wired devices also don't work and can't access internet when the problem occurs.  It's almost as if the satellite modem is in stand-by with power applied but it's not booted up and running.

    • Liz's avatar
      Liz
      Moderator
      7 years ago
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      Hi coppcabin,

       

      Thank you for the additional details, let me investigate further into this for you. I'll post back once I have any updates or additional questions.

       

        Your cooperation, patience, and understanding are much appreciated.

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lights on front of modem keep going out!","id":"message:106828","revisionNum":1,"repliesCount":22,"author":{"__ref":"User:user:75408"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:TechSupport"},"conversation":{"__ref":"Conversation:conversation:106828"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:106828"},"body@stripHtml({\"truncateLength\":200})":" Over the past 10 months my modem keeps going offline on a daily basis whenever internet is in use.  The internet goes down and when I check the modem all the lights on the front are off.  I have to r...","body@stringLength":"1310","rawBody":"

Over the past 10 months my modem keeps going offline on a daily basis whenever internet is in use.  The internet goes down and when I check the modem all the lights on the front are off.  I have to reset power each time to get the internet to come back up.  This is a major frusteration becuase it occurs at random, sometimes several times a day and other times it happens late at night, and some days it doesn't happen at all (although it's rare).  This modem is at a second home that is only used every other weekend or so, and the service only tends to go out when somebody is actually there using the internet.  The modem normally stays online when nobody is home.  I can tell because I have a remote weather station and security camera, both of which will go offline if the internet is down.

 

I have been working with tech support chat and just received a replacement modem and power supply, and the same exact thing is happening with the new equipment.  The new modem worked for about 3 hours today before the internet went down, and as always, when I checked it all the lights were out on the front.  I reset the power and everything came back up.  The service is not usable in this condition.  I really need a solution to this!

","kudosSumWeight":0,"postTime":"2018-11-24T19:53:25.115-05:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:106828_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":12549},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"body":"

Over the past 10 months my modem keeps going offline on a daily basis whenever internet is in use.  The internet goes down and when I check the modem all the lights on the front are off.  I have to reset power each time to get the internet to come back up.  This is a major frusteration becuase it occurs at random, sometimes several times a day and other times it happens late at night, and some days it doesn't happen at all (although it's rare).  This modem is at a second home that is only used every other weekend or so, and the service only tends to go out when somebody is actually there using the internet.  The modem normally stays online when nobody is home.  I can tell because I have a remote weather station and security camera, both of which will go offline if the internet is down.

 

I have been working with tech support chat and just received a replacement modem and power supply, and the same exact thing is happening with the new equipment.  The new modem worked for about 3 hours today before the internet went down, and as always, when I checked it all the lights were out on the front.  I reset the power and everything came back up.  The service is not usable in this condition.  I really need a solution to this!

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coppcabin

 

What is the modem plugged into?  I ask this because you mentioned that you have to \"reset the power.\"  What is it you do when you reset the power?  

","body@stringLength":"393","rawBody":"

 

What is the modem plugged into?  I ask this because you mentioned that you have to \"reset the power.\"  What is it you do when you reset the power?  

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Yep, a restart fixed the Music app starting thing.  I read a few posts about that, and it seems that it's common enough that they've actually created an app called \"noTunes\" to stop it from happening.  So, at least I got that covered if it becomes a bigger problem.  

 

Macs are temperamental.  LOL.

","body@stringLength":"348","rawBody":"

Yep, a restart fixed the Music app starting thing.  I read a few posts about that, and it seems that it's common enough that they've actually created an app called \"noTunes\" to stop it from happening.  So, at least I got that covered if it becomes a bigger problem.  

 

Macs are temperamental.  LOL.

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Can you call support? Is there a Mac store you could call?

","body@stringLength":"65","rawBody":"

Can you call support? Is there a Mac store you could call?

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Liz-

 

Tech came out and was a helpful guy.  He did not opt to replace the modem since it's been swapped twice already.  He said he updated the software on my existing modem and he also found that the coupler that connects the indoor and outdoor coax runs between the modem and the satellite was lose.  He tightened the connection and asked that I let him know if I continue to have problems.  Due to it being winter, I'm at the property very little so it may be a while before I am able to confirm if I'm still having problems.  I will post back once I get a chance to use the service again.  Thanks!

 

-Kent

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Liz-

 

Tech came out and was a helpful guy.  He did not opt to replace the modem since it's been swapped twice already.  He said he updated the software on my existing modem and he also found that the coupler that connects the indoor and outdoor coax runs between the modem and the satellite was lose.  He tightened the connection and asked that I let him know if I continue to have problems.  Due to it being winter, I'm at the property very little so it may be a while before I am able to confirm if I'm still having problems.  I will post back once I get a chance to use the service again.  Thanks!

 

-Kent

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maratsade wrote:

Can you call support? Is there a Mac store you could call?

I'm sure there is, but I haven't gotten to that point yet.  

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 wrote:

Can you call support? Is there a Mac store you could call?

I'm sure there is, but I haven't gotten to that point yet.  

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