Forum Discussion

lcregger's avatar
lcregger
Freshman
7 years ago

Connection drops intermittently

For the last two months, I have been experiencing dropped connections on my Gen 5 system.  These routinely occur during the daytime: a) after 6 a.m. b) occur about every 5-7 minutes c) only last a...
Performance
  • Liz's avatar
    Liz
    7 years ago

    Hi lcregger,

     

    Thank you for your patience while the engineers investigated your case. They would like to get a hold of your modem and ATA for debugging, as they aren't able to reproduce the same issue on their lab equipment. I will have replacement equipment shipped at no cost to you, but I will also email you special return labels so that our engineers get your equipment.

     

    Your cooperation, patience, and understanding are much appreciated.

     

  • Liz's avatar
    Liz
    7 years ago

    Good morning lcregger,

     

    I see the equipment arrived at your location last week. Have you been able to give them a spin?

     

     

     

     

GabeU's avatar
GabeU
Distinguished Professor IV

lcregger

 

A few things to try and/or make sure of....

 

If you have the modem plugged into a power strip or surge protector, please try plugging it directly in to an outlet to see if it makes any difference.  Also, please make sure that the power plug going into the back of the modem is not loose.  Please be careful with this plug, as it is delicate.  In addition, please make sure that the coax connector at the back of the modem is finger tight.  It doesn't need to be any tighter than this, but it shouldn't be loose.  

 

In the meantime, if you do not normally do so, please make sure to leave the modem plugged in, as the reps may need to run remote diagnostics on your HughesNet equipment and the modem will need to be powered in order for them to do so.  

 

The reps are on M-F from approximately 8AM to 5PM EST, though it may take them a day or two to reply.  

 

Liz

Amanda

lcregger's avatar
lcregger
Freshman
7 years ago

a) Modem is plugged directly into wall outlet.

b) Both power plug and coax are snugly connected to modem.

c) Modem stays on 24/7 unless I am in the process of re-booting the modem.

 

No difference noted in modem dropping out intermitently during the day.

Thanks for your response!

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

    lcregger

     

    Thanks for checking those things.  This is definitely something the reps will have to help with.  Hopefully they'll reply tomorrow.  :)  

    • Liz's avatar
      Liz
      Moderator
      7 years ago

      Hi lcregger,

       

      I'm glad you found the community, thank you for posting. Your clear and concise answers help a great deal. I ran diagnostics on your site to check on the equipment, and so far everything looks to be in working order. So that I may review your state code history from the modem, please don't reboot the modem. 

       

      I also want to make an adjustment to your modem to see if it will make a difference in the frequency of disconnects. Please let me know when you're done using the internet, as the adjustment will disconnect you from the internet briefly.

       

      Your cooperation, patience, and understanding are much appreciated.

       

      • lcregger's avatar
        lcregger
        Freshman
        7 years ago

        I will not use the internet or modem till I hear from you, that it's OK to use it once again!

        Thanks for your assistance.