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
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?
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
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.
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 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.
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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.
*********************************************
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
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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.
*********************************************
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
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I keep losing connection","moderationData":{"__ref":"ModerationData:moderation_data:119286"},"body":"
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?
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?
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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.
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. :(
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Good morning cherylaoife,
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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.
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.
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-Liz
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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.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"203","kudosSumWeight":0,"postTime":"2020-02-11T12:35:23.172-05:00","lastPublishTime":"2020-02-11T12:35:23.172-05:00","metrics":{"__typename":"MessageMetrics","views":5139},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:TechSupport/message:119284/message:119363","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuMnwyLjF8aXwxfDM5OjF8aW50LDExOTM2NCwxMTkzNjQ","node":{"__ref":"ForumReplyMessage:message:119364"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"editFrozen":false,"body@stringLength":"579","rawBody":" 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.","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:119363_1"},"latestVersion":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}}},"ModerationData:moderation_data:119364":{"__typename":"ModerationData","id":"moderation_data:119364","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:119364":{"__typename":"ForumReplyMessage","author":{"__ref":"User:user:16464"},"id":"message:119364","revisionNum":1,"uid":119364,"depth":3,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"parent":{"__ref":"ForumReplyMessage:message:119363"},"conversation":{"__ref":"Conversation:conversation:119284"},"subject":"Re: I keep losing connection","moderationData":{"__ref":"ModerationData:moderation_data:119364"},"body":"
Hi cherylaoife,
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Thank you for this update, glad to hear you have a dispatch set up to address the dish alignment.
Thank you for this update, glad to hear you have a dispatch set up to address the dish alignment.
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Thanks,
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Liz
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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.
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.
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