Forum Discussion

Mindiefish's avatar
Mindiefish
Freshman
7 years ago

HT2000W Red Power Light, White System and White Receive lights

Hello, Yesterday I lost WiFi (both 2Ghz & 5Ghz) signals. I went downstairs and found the HT2000W had the power light as solid red, the system light as solid white, and the receive light as solid whit...
Amanda
Liz
  • Amanda's avatar
    Amanda
    7 years ago

    Okay, sounds like the modem might think its overheating and putting itself in this state, so we will need to replace it after all. I will be shipping you a new modem at no cost. The box it arrives in will have a pouch with a pre-paid shipping label that you can use to send back the old one to us. Because of the holidays and upcoming weather, it may take a few days to receive the modem. Though it might not be overheating, leaving the modem plugged in to power isn't recommended just as a precaution. I am also going to be sure to credit you for your time without service. Let me know if you have any other questions or concerns.

     

    Have a safe and happy New Years!

     

    Amanda

Mindiefish's avatar
Mindiefish
Freshman
Hey Amanda
Thanks for the quick response. I didn’t notice it to be any warmer than normai when I first lost WiFi and checked it. I’m guessing that’s the reason it may have been willing to work after being unplugged for half an hour or so?
It always seemed to be rather warm since day one. It is in the basement which stays around 66-67 degrees year round, so I wasn’t too concerned about it.
Amanda's avatar
Amanda
Moderator
7 years ago

I suppose as long as it isn't smoking, that is a good sign :) Does the modem have any obstructions around it, maybe inside of a shelf or cubby? We also want to ensure proper airflow. 

 

~Amanda

  • Mindiefish's avatar
    Mindiefish
    Freshman
    7 years ago
    Nope, it’s setting on the top shelf of a bookcase with about 8 inches of space on the left and right of it, 6 inches of space behind it, and nothing in front or below it. And the sides and back of the book case have slots/openings in them. So plenty of airflow around it.
    • Amanda's avatar
      Amanda
      Moderator
      7 years ago

      Okay, sounds like the modem might think its overheating and putting itself in this state, so we will need to replace it after all. I will be shipping you a new modem at no cost. The box it arrives in will have a pouch with a pre-paid shipping label that you can use to send back the old one to us. Because of the holidays and upcoming weather, it may take a few days to receive the modem. Though it might not be overheating, leaving the modem plugged in to power isn't recommended just as a precaution. I am also going to be sure to credit you for your time without service. Let me know if you have any other questions or concerns.

       

      Have a safe and happy New Years!

       

      Amanda

      • Mindiefish's avatar
        Mindiefish
        Freshman
        7 years ago
        Ok. Thank you for your help. I appreciate your quick response and great service. Will you be sending tracking numbers? Also is there any other setup requirements once the new modem is received or is it just “plug ‘n play”?
        Thanks again!!