Forum Discussion

bljhn's avatar
bljhn
Freshman
8 years ago

HN out of service over 22% in a 12-hour period with clear skies. 12.7.1 State Code is killing us.

Over the past few days, our HN has been going down constantly every 15-20 minutes.  We called Tech Support 3 times over the past couple of days and was told it was just bad weather which we did have....
Performance
  • Amanda's avatar
    Amanda
    8 years ago

    Hello,

     

    Those of you in Louisiana (Beam 53) should have operational services now. Our engineers found a configuration issue in one specific network route, corrected it and restored service. If you are still experiencing issues, please powercycle your HughesNet modem. Should it persist, please let me know.

     

    Thank you,

    Amanda

GabeU's avatar
GabeU
Distinguished Professor IV
8 years ago

Keep in mind that, not only can weather at your location affect your service, weather at your gateway can affect your service, as well.  Your gateway could be anywhere in the country.  

 

With this said, I'm sure the reps, which I will tag, will take a look at your system.  They are on M-F from approximately 8AM to 5PM EST.  Make sure, come Monday, that you leave your modem powered so that the reps can run diagnostics on your HughesNet equipment.  

 

Liz Amanda

 

  

  • bljhn's avatar
    bljhn
    Freshman
    8 years ago

    Thanks Gabe.

    I was aware that weather on both ends could affect it.  Our weather for the past 24 hours has been cloud-free, crystal clear eliminating weather as an issue on our end.  National weather radar right now shows the entire country pretty much in the clear....unless they're located up in Newfound, Canada.  This tells me that's its either hardware or satellite beam issue.  With it working flawlessly for 2 years staight and then to have this suddenly crop up, makes me wager on a hardware issue.

    FWIW, looking at the diagonistics page, the Hourly History has a red X in the UpLink row for every hour for the past 20 hours or so.  Same red X with the Current Hour when we are actually using it.  When not in use, there are a few green check marks, but not many.

    Hopefully, they can help us resolve this tomorrow.

    Again, appreciate it.

    • bljhn's avatar
      bljhn
      Freshman
      8 years ago

      For Liz/Amanda should they read this:  Our satellite is EchoStar-XVII, Beam 53 

      • MarkJFine's avatar
        MarkJFine
        Professor
        8 years ago

        Beam 53 is Boise, which has had good weather for a while, so it's not from that.

        12.7.1 might be a couple of things:

        1. Check to see that the power plug is firmly seated in the back of the modem. If it's loose, carefully push it back in and see if the problem corrects itself.

        2. Make sure the other end is firmly in a wall socket and not in a surge protector or surge protecting power strip, as those might drop it below nominal power levels.

        3. Also make sure the wall socket is part of a power circuit intended for lights and not heavy appliances (washer/dryer, heating unit, etc.), as those may cause a power drop as well.

         

        Edit: If correcting any of the above doesn't fix the problem, you may need service requiring a technician.

  • gglaze's avatar
    gglaze
    New Poster
    8 years ago
    I have not had internet for 24 hrs at
    least. We live in nw oregon. Please help!
    I have an hn 1000 modem.
    Thanks
    • Amanda's avatar
      Amanda
      Moderator
      8 years ago

      Hello everyone,

       

      Thank you all for providing your information in such detail. This has helped us gather the data we need for escalations much faster. We've escalated your connectivity issues up to our engineering department for investigation. We appreciate your patience and apologize for any inconvenience.

       

      Thanks,

      Amanda

    • gglaze's avatar
      gglaze
      New Poster
      8 years ago
      Correction: I have a HT 1100 modem. Still no internet though...
    • GabeU's avatar
      GabeU
      Distinguished Professor IV
      8 years ago

      gglaze

       

      Because this thread is concerning those having specific issues on a single beam that you are not on, you should start a new topic to receive help with your individual issue and keep it separate.  You can do so by clicking on the blue "Start a topic" button on the upper right while in the Tech Support section.