Forum Discussion

cherylaoife's avatar
cherylaoife
Sophomore
5 years ago

I keep losing connection

UPDATE 02/13/2020:  Finally got a tech to pay a visit late yesterday. Not only was the dish out of alignment but the modem and power pack had to be replaced. So it was a combo of the 2. And I now my system is a little bit faster that it was before the issues cropped up last week, even while out of data!

 

Thanks to everyone who responded and helped me maintain what little sanity I had left.

 

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Internet quality & connectivity severely degraded today. I keep losing connection. There is no obstruction or weather event. The connections are all good. The lights are flashing and then go dark. Then they come back on, flashing - even the power button flashes. I work from home building and maintaining websites and the inability to connect and stay connected to the internet is unacceptable. What is going on? Is there some system disturbance or maintenance that's happening? Or is my modem going out? I'd appreciate some information on why this is happening. This is the 2nd time Thank you, Cheryl Johnson

Performance
  • Liz's avatar
    Liz
    5 years ago

    Good morning cherylaoife,

     

      I'm glad you found the community, thank you for posting. Glad to see service is stable again. I'm able to run diagnostics on your site, and while everything is working well now, I would recommend a dish realignment. If you get in touch with business/SME support in the future should you run into intermittent connectivity, I would request a tech for a realignment, even if the diagnostics still show everything as OK at that time.

     

    -Liz

     

  • cherylaoife's avatar
    cherylaoife
    5 years ago

    Liz 

    maratsade 

    GabeU 

    MarkJFine

     

    UPDATE 02/13/2020:  Finally got a tech to pay a visit late yesterday. Not only was the dish out of alignment but the modem and power pack had to be replaced. So it was a combo of the 2. And I now my system is a little bit faster than it was before the issues cropped up last week!

     

    Thanks to everyone who responded and helped me maintain what little sanity I had left.

     

     

     

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Good morning cherylaoife,

     

      I'm glad you found the community, thank you for posting. Glad to see service is stable again. I'm able to run diagnostics on your site, and while everything is working well now, I would recommend a dish realignment. If you get in touch with business/SME support in the future should you run into intermittent connectivity, I would request a tech for a realignment, even if the diagnostics still show everything as OK at that time.

     

    -Liz

     

    • cherylaoife's avatar
      cherylaoife
      Sophomore
      5 years ago
      Liz Thanks for your reply. I did finally get in touch with a rep via phone yesterday and he ran some diagnostics and said it did appear that my dish was out of alignment. And might not have been properly aligned when it was first installed. In any case, I'm now waiting for someone to contact me for an appointment - as my connectivity deteriorates even further, and I lose another day of income.
      • Liz's avatar
        Liz
        Moderator
        5 years ago

        Hi cherylaoife, 

         

        Thank you for this update, glad to hear you have a dispatch set up to address the dish alignment.

         

        Thanks,

        Liz

         

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

    cherylaoife 

     

    When there is an issue, what is the State Code that is showing in the System Summary box near the top of this page?  You must be using a device that is connected to the HughesNet modem to see the page.  Preferably a LAN cable connected device, but you should still be able to get to it with a WiFi connected device.  

     

    It's possible that weather at your gateway is affecting your service.  Bad weather at your gateway can affect your service in the same way as bad weather at your own location.  If you do not know where your gateway is, what do you see for both your Satellite Name and your Beam ID in the Satellite box on the lower right of this page? 

    • cherylaoife's avatar
      cherylaoife
      Sophomore
      5 years ago
      24.1.1 -- Download throttled I understand 'throttled' and the problem isn't that my download is throttled. The problem is that I lose connection completely. Satellite Satellite Name EchoStar-19-NAD Gateway ID 8 Beam ID 55 Outroute ID 1
      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        5 years ago

        cherylaoife 

         

        Your gateway is in Gilbert, AZ, but the weather there looks fine, so it's not that.  

         

        It's possible that your modem is the problem, but it could also be a number of other things.  The reps will have to run remote diagnostics on your HughesNet equipment in order to determine just what the cause is.  Unfortunately, they're off until Monday.  If you can wait until then I'm sure the reps will be able to help you, but being that it sounds like you can't wait due to the reason for you needing the internet, I'd advise calling 866-347-3292 to get help sooner.  

         

        However, if you have a business account you should call 800-347-3272.  If it is a business account, you'll likely have to get help from the phone reps through that number, as the reps here can only help with residential subscriber issues.

         

        Sorry I couldn't be of more help.  :(