Forum Discussion
Connectivity with internet goes up and down, up and down! Very frustrated.
I just got a new replacement gen5 modem because the previous one stopped working. I figured out how to install it myself (with the directions of course). At first, it just didn't seem to want to work...
Renee,
I'm glad that the tech was able to figure out what was causing the issue and get it fixed for you.
And please do come back here if you have a problem or question in the future. IMHO, this support community is the best place to get help for just about anything with your HughesNet service, or even anything that you use it for.
Again, I'm glad it's fixed and working the way it should. :)
A modem giving you a 12.1.9 state code is almost assuredly something the reps are going to have to take a look at. They're on M-F from approximately 8AM to 5PM EST. It can take them up to a day or two to reply, but they're usually pretty quick. I'll tag a couple of them so that they will be sure to see this thread.
In the meantime, if you don't already, please make sure to leave the HughesNet modem plugged in so that the reps will be able to run remote diagnostics on your HughesNet equipment if they deem it necessary. It would probably also be a good idea to make sure that the power plug at the back of the modem is pushed in all the way. Be careful, as it's a delicate plug, but just make sure it's inserted all the way.
Thank you, I will be sure to leave it plugged in. I always do anyway. I also had checked and rechecked all cords and connections to make sure nothing was lose. This is weird because I JUST got this modem not even 2 weeks ago give or take. I haven't sent my old modem back yet, I'm wondering if maybe I should try that one? I doubt it will work though because I tried everything under the sun trying to get that one to work, and finally caved in and called hughesnet support, that person was stumped too and just sent the new one.
Thank you for your quick reply!
You're very welcome. :)
At this point you should wait to see what the reps come up with. To be honest, I doubt the problem lies with the modem, though they'll be able to say for sure. Additionally, since you last powered the modem it has been logging everything that has been going on with the HughesNet equipment, and that additional info can help the reps, as well. Unplugging the modem and reconnecting the other one would cause those logs to be lost, and it probably woudn't make any difference.
Again, I would wait to see what they say.
Well, I just got a phone call from Hughesnet asking to confirm a technician coming out on August 7, I didn't even know I had scheduled an appt, but I'm not gonna say no! I thought maybe someone may have tried to schedule on with me on here, but I don't see anything. At any rate, hopefully if it's not fixed by then, it will be fixed by the tech.
Hello claynaytion, thank you for your patience as we were investigating your account. We believe there needs to be physical adjustments made to your outdoor equipment to resolve the issue, so we did schedule a tech visit free of charge. I'm glad you were able to confirm the appointment. Sorry for the confusion.
The tech came out on Tuesday and thought he had fixed it, but it started doing the same thing again, so he was thinking it needed a new radio because he said the one there now wasn't working, he had one in his vehicle and replaced the old one. He said that the new one didn't seem to be working either and that he didn't have any other ones with him and would have to come back, but he didn't say when. In the meantime I do get a new code along with all the same ones from before, it is:
State Code 30.1.1 -- Web acceleration connection in backoff state Summary Operational State Degraded Like I said, he never said when he would be back by, so until then, I will be hotspotting it. I will try to check this forum but my phone reception is spotty up here. I am definitely going to need this to be fixed. Sooner rather than later.
Thank you for the time you all have spent on my problem so far, I really do appreciate it. Have a great day!
Renee
