Forum Discussion
Connected, but no internet
A day or two ago we had a power outage, and ever since then, we've had basically no consistent internet connection. I've reset it a few times, and tried to, uh "Reset DNS" by turning both the modem and all tech that connects to its wifi for 5 minutes, but still no luck.
6 Replies
Thank you for reaching out to us and I am sorry to hear this. Due to the type of issues you are experiencing, we are unable to connect to the modem remotely. This means we will need your help to find the state code to gives us a specific reason for what you are experiencing without having to replace the modem or potentially send a tech out yet.
We will need you to access the modems internal interface (System Control Center) . To do this, open any browser you would like on a computer or device connected to your HughesNet modem. In the address bar at the top of the page, type in 192.168.0.1 or systemcontrolcenter.com. This will populate the control center for your modem. At the top of the page, please click on the "System Status" link. The next page will load where the state code will be displayed in the first information box. Your state code should be in a format such as "0.0.0" . Please let me now what state code you see -Damian
Thanks for the swift response. The state code is 12.8.1
The code updated to 12.3.1, then 11.2.2 and back a few times now,
Thank you for providing me this info. Thankfully, it appears your modem is still functional. The main issue appears to be in the communication between the dish at your property and the satellite in space. These state codes are common during weather related issues such as cloud heavy to moderate cloud coverage/rain or both. The dish is attempting to re-establish signal but it can't because skies may not be clear enough. I do see the modem is reporting light rain and cloud coverage for the line of sight. I would need to wait until the weather is clear to have you determine the updated state code or be able to run it myself remotely once the signal is functioning in some capacity, even if its intermittent still. This would be to rule out this being caused by weather only. If you do not wish to wait for the weather to clear for a retest, you can call our support line at 1-866-347-3292 to have a technician sent out. In most cases, our phone reps will want to test when weather is clear as well. It is worth a try if you are trying to have a faster resolution. I do apologize for any inconvenience this may cause. -Damian
Right now, our weather is clear, and we have no internet. The state code is 12.8.2
I understand and I am sorry to hear that. We are unable to send any remote commands to the modem as well for a potential remote fix due to there being no signal. The only option left would be to have a technician come out. Please call our support line at 1-866-347-3292 to get one sent out. We are normally able to do it here but are currently experiencing internal issues preventing this from being done through community. -Damian
