Forum Discussion

ChicagoJohn's avatar
ChicagoJohn
Freshman
8 years ago

Intermittent internet loss Status Code 12.7.1 A transient problem has occurred

A week ago our internet started dropping sporadically, sometimes 4 or 5 times in an hour.  When this happens, we get the Status Code of "12.7.1 A transient problem has occurred" from the modem.  I've...
Performance
  • Liz's avatar
    Liz
    8 years ago

    Hi John,

     

    I really appreciate you continuing to monitor your performance over the weekend even though you're getting Gen 5 Monday. Your feedback would be useful to our engineers and would further validate that the fix was effective. 

     

    Also, thank you for your compliment, it means a lot to me.:cathappy: Don't hesitate to post back in the community about your Gen 5 experience, and let us know if you have any other concerns.

     

ChicagoJohn's avatar
ChicagoJohn
Freshman
MSmith wrote:

Chicagojohn,

Good to know that I'm not the only one with problem. I fear that this issue is much wider than anyone is willing to admit.  I live mid-state Illinois, and NO it's NOT the weather!  Had a tech out yesterday 3-10-17.  He replaced the radio on the dish.  The problem reappeared today.  Only cost me $125.00 for no repair.

Thanks for posting.  Yes, it is good to know I'm not alone in this.  Are you going to the modem's status and seeing 12.7.1 "A transmit problem has occurred" also?  I was trying to reboot the modem thinking that would help, but now I'm finding that waiting five minutes it seems to resolve on its own.  Is that the case for you as well?   We are located up around the Aurora - Geneva - St Charles area.  

 

Our signal strength was adjusted a month or so ago and is very good presently.  They had a tech scheduled but when I spoke to them first, we concluded it wouldn't be helpful since there was no guarantee it would happen while they are here.  Thanks for sharing your results on the replacement !!  My takeaway from that is they need to identify the root cause of the problem before taking a shotgun approach and just replacing stuff.  

 

Let's compare notes and see how much of what we're experiencing is the same and if there are any differences.

MSmith's avatar
MSmith
Sophomore
8 years ago
ChicagoJohn wrote:
MSmith wrote:

Chicagojohn,

Good to know that I'm not the only one with problem. I fear that this issue is much wider than anyone is willing to admit.  I live mid-state Illinois, and NO it's NOT the weather!  Had a tech out yesterday 3-10-17.  He replaced the radio on the dish.  The problem reappeared today.  Only cost me $125.00 for no repair.

Thanks for posting.  Yes, it is good to know I'm not alone in this.  Are you going to the modem's status and seeing 12.7.1 "A transmit problem has occurred" also?  I was trying to reboot the modem thinking that would help, but now I'm finding that waiting five minutes it seems to resolve on its own.  Is that the case for you as well?   We are located up around the Aurora - Geneva - St Charles area.  

 

Our signal strength was adjusted a month or so ago and is very good presently.  They had a tech scheduled but when I spoke to them first, we concluded it wouldn't be helpful since there was no guarantee it would happen while they are here.  Thanks for sharing your results on the replacement !!  My takeaway from that is they need to identify the root cause of the problem before taking a shotgun approach and just replacing stuff.  

 

Let's compare notes and see how much of what we're experiencing is the same and if there are any differences.

Hi John,

 

Thanks for your response.  I live in the "Quad City Area" if that means anything to you.  About 6 miles south of Moline IL which in on the Mighty Mississippi.  We have been seeing this same  problem for the past thirty (30) days.  The first ten (10) days I did the same as you and rebooted the modem.  This has successfully corrected other temporary issues.  Like you I started calling tech support and had the problem fix itself while waiting on hold.  So, of course, they could find no problem.  I got lucky on one call and it stayed down long enough for tech to confirm a problem.  They sent a repairman out to replace the transmitter on the dish with a refurbished one.  Seems he couldn't get a new one.  It made no difference.  Three days later (3-10-17) a second repairman came and installed the latest and the greatest transmitter. (The one to be used with the new Gen 5 system.)  To my knowledge the system has only gone down once since then.

 

I've seen in this string a post by CORROSIVE.  He brings up our fault code 12.7.1 as usually meaning the weather had a role to play.  With respect,(because I'm the dumb one in this mix) I agree that the weather can cause problems.  But, I've had my system for seven years and I've NEVER seen this before.  If it is the weather, then, all of a sudden, every day, several times a day, for the past thirty days the weather has gotten ugly for very brief periods of time!  I'm not buying it. 

 

In my first post I mentioned that this problem is more wide spread than anyone is willing to confirm.  Something that the repairman said last Friday lead to that conclusion.  He said we were the second stop of the day for the same problem.  He also stated that normally he would replace one transmitter per month.  Currently he's replacing two per day!    

 

I'm going to go out on a limb here.  I think the engineers are well aware of the problem and they are milking the old system until they are read to roll out "Gen 5"

 

I'm done ranting, have a great day!

  • C0RR0SIVE's avatar
    C0RR0SIVE
    Associate Professor
    8 years ago
    MSmith wrote:

    I've seen in this string a post by CORROSIVE.  He brings up our fault code 12.7.1 as usually meaning the weather had a role to play.  With respect,(because I'm the dumb one in this mix) I agree that the weather can cause problems.  But, I've had my system for seven years and I've NEVER seen this before.  If it is the weather, then, all of a sudden, every day, several times a day, for the past thirty days the weather has gotten ugly for very brief periods of time!  I'm not buying it. 

    Weather at the users location isn't the only weather that matters, your signal comes down in an entirely different location in the country, and weather there can also cause 12.7.1 and 12.1.9 to occur.  That aside, as I also stated, many things can cause those errors, it would require all posters in this thread essentially being on the exact same beam, which is unlikely as there appears for be 4 or so beams for Illinois. 

    A more likely scenario as to why that installer is suddenly replacing so many transmitters?  There may be issues with them after so many years, and with the bulk of consumers signing up as soon as Jupiter One went online, a sudden spike in lets say, a potentially bad batch of transmitters that may have been made, being replaced may not be out of the question.  But that is a potential scenario, not saying it has occured, but there are times in production when a bad batch of anything can make it out the doors, for anyone.

    I have also had installers talk to me about things before, "yeup, seeing a lot of X Y and Z lately" but at the same time I have learned to ignore them because they are trained to install and service the equipment and that's it.  They don't have diagnostic information, failure rates, or anything else to base claims off of.  This goes for more than Hughesnet, it extends into all fields from HVAC contractors to Satellite installers.  They may have had a bad rash with something because of 10 bad units and suddenly, "it's the manufactures fault, they are horrible", when they happened to get 10 units that was in the same package and the package potentially mishandled and damaged the units internally.

    Just because you had never seen 12.7.1 in seven years during incliment weather, doesn't mean the error never occured before either.


    All of that aside, let Liz and the engineers take a look and figure things out, but it may take time to find and fix the issue, and even more time if it is in fact a widespread issue.

    • ChicagoJohn's avatar
      ChicagoJohn
      Freshman
      8 years ago

      Just reporting another incident at 7:55 am CDT this morning 3/15/17.  Same profile - down 5 minutes then up again, "12.7.1 A transmit problem has occurred". Clear sky full sun. Weather map completely clear for the entire United States except for some of the Pacific Northwest.

      • Liz's avatar
        Liz
        Moderator
        8 years ago

        Good morning John,

         

        Thank you for confirming there's no obstruction. After reviewing your logs, we've determined that your case be escalated to one of our corporate engineers for their input. I'll post back once we have any news to share.

         

        I appreciate your cooperation and patience as we work to address your concerns.

         

  • ChicagoJohn's avatar
    ChicagoJohn
    Freshman
    8 years ago
    MSmith wrote:
    ChicagoJohn wrote:
    MSmith wrote:

    Chicagojohn,

    Good to know that I'm not the only one with problem. I fear that this issue is much wider than anyone is willing to admit.  I live mid-state Illinois, and NO it's NOT the weather!  Had a tech out yesterday 3-10-17.  He replaced the radio on the dish.  The problem reappeared today.  Only cost me $125.00 for no repair.

    Thanks for posting.  Yes, it is good to know I'm not alone in this.  Are you going to the modem's status and seeing 12.7.1 "A transmit problem has occurred" also?  I was trying to reboot the modem thinking that would help, but now I'm finding that waiting five minutes it seems to resolve on its own.  Is that the case for you as well?   We are located up around the Aurora - Geneva - St Charles area.  

     

    Our signal strength was adjusted a month or so ago and is very good presently.  They had a tech scheduled but when I spoke to them first, we concluded it wouldn't be helpful since there was no guarantee it would happen while they are here.  Thanks for sharing your results on the replacement !!  My takeaway from that is they need to identify the root cause of the problem before taking a shotgun approach and just replacing stuff.  

     

    Let's compare notes and see how much of what we're experiencing is the same and if there are any differences.

    Hi John,

     

    Thanks for your response.  I live in the "Quad City Area" if that means anything to you.  About 6 miles south of Moline IL which in on the Mighty Mississippi.  We have been seeing this same  problem for the past thirty (30) days.  The first ten (10) days I did the same as you and rebooted the modem.  This has successfully corrected other temporary issues.  Like you I started calling tech support and had the problem fix itself while waiting on hold.  So, of course, they could find no problem.  I got lucky on one call and it stayed down long enough for tech to confirm a problem.  They sent a repairman out to replace the transmitter on the dish with a refurbished one.  Seems he couldn't get a new one.  It made no difference.  Three days later (3-10-17) a second repairman came and installed the latest and the greatest transmitter. (The one to be used with the new Gen 5 system.)  To my knowledge the system has only gone down once since then.

     

    I've seen in this string a post by CORROSIVE.  He brings up our fault code 12.7.1 as usually meaning the weather had a role to play.  With respect,(because I'm the dumb one in this mix) I agree that the weather can cause problems.  But, I've had my system for seven years and I've NEVER seen this before.  If it is the weather, then, all of a sudden, every day, several times a day, for the past thirty days the weather has gotten ugly for very brief periods of time!  I'm not buying it. 

     

    In my first post I mentioned that this problem is more wide spread than anyone is willing to confirm.  Something that the repairman said last Friday lead to that conclusion.  He said we were the second stop of the day for the same problem.  He also stated that normally he would replace one transmitter per month.  Currently he's replacing two per day!    

     

    I'm going to go out on a limb here.  I think the engineers are well aware of the problem and they are milking the old system until they are read to roll out "Gen 5"

     

    I'm done ranting, have a great day!

    MSmith wrote:
    ChicagoJohn wrote:
    MSmith wrote:

    Chicagojohn,

    Good to know that I'm not the only one with problem. I fear that this issue is much wider than anyone is willing to admit.  I live mid-state Illinois, and NO it's NOT the weather!  Had a tech out yesterday 3-10-17.  He replaced the radio on the dish.  The problem reappeared today.  Only cost me $125.00 for no repair.

    Thanks for posting.  Yes, it is good to know I'm not alone in this.  Are you going to the modem's status and seeing 12.7.1 "A transmit problem has occurred" also?  I was trying to reboot the modem thinking that would help, but now I'm finding that waiting five minutes it seems to resolve on its own.  Is that the case for you as well?   We are located up around the Aurora - Geneva - St Charles area.  

     

    Our signal strength was adjusted a month or so ago and is very good presently.  They had a tech scheduled but when I spoke to them first, we concluded it wouldn't be helpful since there was no guarantee it would happen while they are here.  Thanks for sharing your results on the replacement !!  My takeaway from that is they need to identify the root cause of the problem before taking a shotgun approach and just replacing stuff.  

     

    Let's compare notes and see how much of what we're experiencing is the same and if there are any differences.

    Hi John,

     

    Thanks for your response.  I live in the "Quad City Area" if that means anything to you.  About 6 miles south of Moline IL which in on the Mighty Mississippi.  We have been seeing this same  problem for the past thirty (30) days.  The first ten (10) days I did the same as you and rebooted the modem.  This has successfully corrected other temporary issues.  Like you I started calling tech support and had the problem fix itself while waiting on hold.  So, of course, they could find no problem.  I got lucky on one call and it stayed down long enough for tech to confirm a problem.  They sent a repairman out to replace the transmitter on the dish with a refurbished one.  Seems he couldn't get a new one.  It made no difference.  Three days later (3-10-17) a second repairman came and installed the latest and the greatest transmitter. (The one to be used with the new Gen 5 system.)  To my knowledge the system has only gone down once since then.

     

    I've seen in this string a post by CORROSIVE.  He brings up our fault code 12.7.1 as usually meaning the weather had a role to play.  With respect,(because I'm the dumb one in this mix) I agree that the weather can cause problems.  But, I've had my system for seven years and I've NEVER seen this before.  If it is the weather, then, all of a sudden, every day, several times a day, for the past thirty days the weather has gotten ugly for very brief periods of time!  I'm not buying it. 

     

    In my first post I mentioned that this problem is more wide spread than anyone is willing to confirm.  Something that the repairman said last Friday lead to that conclusion.  He said we were the second stop of the day for the same problem.  He also stated that normally he would replace one transmitter per month.  Currently he's replacing two per day!    

     

    I'm going to go out on a limb here.  I think the engineers are well aware of the problem and they are milking the old system until they are read to roll out "Gen 5"

     

    I'm done ranting, have a great day!

    Thanks for sharing that information.  Your hypothesis / theory could explain some of the widely divergent "information" I've heard from phone calls -- much of it was quite frustrating, suggesting that perhaps the technician was aware of the problem AND aware it wasn't fixable. On the other hand, it can be very difficult to correctly diagnose problems intermittent problems like this because changes -- such as the dish modifications you have recently experienced and the modem replacement they offered for my system -- can be mistakenly associated with performance changes that are in fact coincidences.  In my case, for example, prior to the modem replacment I was seeing the drop occur several times an hour at times and only once in several hours at other times.  After the replacement, things looked good for an entire day only to resume drop outs the next day just before I had planned to notify Hughesnet that they had fixed my issue.  Now it is pretty clear that the modem had no effect and that my attribution of an effect was just me wanting to find something to hang my hat on.  

     

    Let me know if the change that seems to be working for you continues to resolve the issue for you.  Today, without any changes made here, we observed no instances of drop out at all.  If I had purposively made a change, I'm sure I'd be attributing this performance improvement to what I'd done.  I did nothing.

     

    As to CORROSIVE's observation that this error code is often associated with weather events, as am sure is the case, we have had the system now for almost a year and we are quite familiar with drops that occur in connection with weather -- both local and remote.  The principle differences now are (a) frequency (b) complete absence of any significant weather events happening in this region of the country, and (c) instances of wide variation in download rates within a brief span of time; viz. values ranging from 200 kbps to 15mbps within a 10 minute testing interval.  In all our previous experience with internet loss due to known weather events, we never observed this extremely slow speed phenomenon without loss of iternet and no adverse system status codes.  

     

    The combination of factors cited above would lead me to believe this phenomenon is definitely not simply the weather related losses we all see from time to time, and as you said in your last post, if it were, we would be looking for alternatives to Hughesnet because its reliabiltiy would be unacceptable -- especially when you have voice over IP phone service like we do and never know when your phone will be working.  When I was told by one tech service rep on a phone call to "wait and sign up for Gen 5", I did ask him how I would know that would be any more reliable if Hughesnet was unable to explain what was happening with our current Gen 4 system.  We have the 50GB data package and can't take full advantage of it now due to unreliability of a continuous connection whereas we had been able to for many months prior.  

     

    So for now, I'm keeping my fingers crossed and hoping my streak today persists for tomorrow and that Liz will be successful in looking into the history infomation she said she would.  We have not rebooted our modem since she requested us not to.   

     

     

    • MSmith's avatar
      MSmith
      Sophomore
      8 years ago
      ChicagoJohn wrote:
      MSmith wrote:
      ChicagoJohn wrote:
      MSmith wrote:

      Chicagojohn,

      Good to know that I'm not the only one with problem. I fear that this issue is much wider than anyone is willing to admit.  I live mid-state Illinois, and NO it's NOT the weather!  Had a tech out yesterday 3-10-17.  He replaced the radio on the dish.  The problem reappeared today.  Only cost me $125.00 for no repair.

      Thanks for posting.  Yes, it is good to know I'm not alone in this.  Are you going to the modem's status and seeing 12.7.1 "A transmit problem has occurred" also?  I was trying to reboot the modem thinking that would help, but now I'm finding that waiting five minutes it seems to resolve on its own.  Is that the case for you as well?   We are located up around the Aurora - Geneva - St Charles area.  

       

      Our signal strength was adjusted a month or so ago and is very good presently.  They had a tech scheduled but when I spoke to them first, we concluded it wouldn't be helpful since there was no guarantee it would happen while they are here.  Thanks for sharing your results on the replacement !!  My takeaway from that is they need to identify the root cause of the problem before taking a shotgun approach and just replacing stuff.  

       

      Let's compare notes and see how much of what we're experiencing is the same and if there are any differences.

      Hi John,

       

      Thanks for your response.  I live in the "Quad City Area" if that means anything to you.  About 6 miles south of Moline IL which in on the Mighty Mississippi.  We have been seeing this same  problem for the past thirty (30) days.  The first ten (10) days I did the same as you and rebooted the modem.  This has successfully corrected other temporary issues.  Like you I started calling tech support and had the problem fix itself while waiting on hold.  So, of course, they could find no problem.  I got lucky on one call and it stayed down long enough for tech to confirm a problem.  They sent a repairman out to replace the transmitter on the dish with a refurbished one.  Seems he couldn't get a new one.  It made no difference.  Three days later (3-10-17) a second repairman came and installed the latest and the greatest transmitter. (The one to be used with the new Gen 5 system.)  To my knowledge the system has only gone down once since then.

       

      I've seen in this string a post by CORROSIVE.  He brings up our fault code 12.7.1 as usually meaning the weather had a role to play.  With respect,(because I'm the dumb one in this mix) I agree that the weather can cause problems.  But, I've had my system for seven years and I've NEVER seen this before.  If it is the weather, then, all of a sudden, every day, several times a day, for the past thirty days the weather has gotten ugly for very brief periods of time!  I'm not buying it. 

       

      In my first post I mentioned that this problem is more wide spread than anyone is willing to confirm.  Something that the repairman said last Friday lead to that conclusion.  He said we were the second stop of the day for the same problem.  He also stated that normally he would replace one transmitter per month.  Currently he's replacing two per day!    

       

      I'm going to go out on a limb here.  I think the engineers are well aware of the problem and they are milking the old system until they are read to roll out "Gen 5"

       

      I'm done ranting, have a great day!

      MSmith wrote:
      ChicagoJohn wrote:
      MSmith wrote:

      Chicagojohn,

      Good to know that I'm not the only one with problem. I fear that this issue is much wider than anyone is willing to admit.  I live mid-state Illinois, and NO it's NOT the weather!  Had a tech out yesterday 3-10-17.  He replaced the radio on the dish.  The problem reappeared today.  Only cost me $125.00 for no repair.

      Thanks for posting.  Yes, it is good to know I'm not alone in this.  Are you going to the modem's status and seeing 12.7.1 "A transmit problem has occurred" also?  I was trying to reboot the modem thinking that would help, but now I'm finding that waiting five minutes it seems to resolve on its own.  Is that the case for you as well?   We are located up around the Aurora - Geneva - St Charles area.  

       

      Our signal strength was adjusted a month or so ago and is very good presently.  They had a tech scheduled but when I spoke to them first, we concluded it wouldn't be helpful since there was no guarantee it would happen while they are here.  Thanks for sharing your results on the replacement !!  My takeaway from that is they need to identify the root cause of the problem before taking a shotgun approach and just replacing stuff.  

       

      Let's compare notes and see how much of what we're experiencing is the same and if there are any differences.

      Hi John,

       

      Thanks for your response.  I live in the "Quad City Area" if that means anything to you.  About 6 miles south of Moline IL which in on the Mighty Mississippi.  We have been seeing this same  problem for the past thirty (30) days.  The first ten (10) days I did the same as you and rebooted the modem.  This has successfully corrected other temporary issues.  Like you I started calling tech support and had the problem fix itself while waiting on hold.  So, of course, they could find no problem.  I got lucky on one call and it stayed down long enough for tech to confirm a problem.  They sent a repairman out to replace the transmitter on the dish with a refurbished one.  Seems he couldn't get a new one.  It made no difference.  Three days later (3-10-17) a second repairman came and installed the latest and the greatest transmitter. (The one to be used with the new Gen 5 system.)  To my knowledge the system has only gone down once since then.

       

      I've seen in this string a post by CORROSIVE.  He brings up our fault code 12.7.1 as usually meaning the weather had a role to play.  With respect,(because I'm the dumb one in this mix) I agree that the weather can cause problems.  But, I've had my system for seven years and I've NEVER seen this before.  If it is the weather, then, all of a sudden, every day, several times a day, for the past thirty days the weather has gotten ugly for very brief periods of time!  I'm not buying it. 

       

      In my first post I mentioned that this problem is more wide spread than anyone is willing to confirm.  Something that the repairman said last Friday lead to that conclusion.  He said we were the second stop of the day for the same problem.  He also stated that normally he would replace one transmitter per month.  Currently he's replacing two per day!    

       

      I'm going to go out on a limb here.  I think the engineers are well aware of the problem and they are milking the old system until they are read to roll out "Gen 5"

       

      I'm done ranting, have a great day!

      Thanks for sharing that information.  Your hypothesis / theory could explain some of the widely divergent "information" I've heard from phone calls -- much of it was quite frustrating, suggesting that perhaps the technician was aware of the problem AND aware it wasn't fixable. On the other hand, it can be very difficult to correctly diagnose problems intermittent problems like this because changes -- such as the dish modifications you have recently experienced and the modem replacement they offered for my system -- can be mistakenly associated with performance changes that are in fact coincidences.  In my case, for example, prior to the modem replacment I was seeing the drop occur several times an hour at times and only once in several hours at other times.  After the replacement, things looked good for an entire day only to resume drop outs the next day just before I had planned to notify Hughesnet that they had fixed my issue.  Now it is pretty clear that the modem had no effect and that my attribution of an effect was just me wanting to find something to hang my hat on.  

       

      Let me know if the change that seems to be working for you continues to resolve the issue for you.  Today, without any changes made here, we observed no instances of drop out at all.  If I had purposively made a change, I'm sure I'd be attributing this performance improvement to what I'd done.  I did nothing.

       

      As to CORROSIVE's observation that this error code is often associated with weather events, as am sure is the case, we have had the system now for almost a year and we are quite familiar with drops that occur in connection with weather -- both local and remote.  The principle differences now are (a) frequency (b) complete absence of any significant weather events happening in this region of the country, and (c) instances of wide variation in download rates within a brief span of time; viz. values ranging from 200 kbps to 15mbps within a 10 minute testing interval.  In all our previous experience with internet loss due to known weather events, we never observed this extremely slow speed phenomenon without loss of iternet and no adverse system status codes.  

       

      The combination of factors cited above would lead me to believe this phenomenon is definitely not simply the weather related losses we all see from time to time, and as you said in your last post, if it were, we would be looking for alternatives to Hughesnet because its reliabiltiy would be unacceptable -- especially when you have voice over IP phone service like we do and never know when your phone will be working.  When I was told by one tech service rep on a phone call to "wait and sign up for Gen 5", I did ask him how I would know that would be any more reliable if Hughesnet was unable to explain what was happening with our current Gen 4 system.  We have the 50GB data package and can't take full advantage of it now due to unreliability of a continuous connection whereas we had been able to for many months prior.  

       

      So for now, I'm keeping my fingers crossed and hoping my streak today persists for tomorrow and that Liz will be successful in looking into the history infomation she said she would.  We have not rebooted our modem since she requested us not to.   

       

       

      Hi John,

      Thanks for your informed response. We had high hopes for the NEW transmitter, those hopes have been dashed.  After the 3-10 installation we've had one loss on Sunday 3-12 around 8:00 pm, two on Monday evening, two on Tuesday evening, one this morning and one this afternoon.  I don't have times for these because they were witnessed by my wife and she did not record the time.  I'll back on the phone tomorrow to wage warfare over the fee I was charged for this last attempt to fix MY faulty system.

       

      Good luck and please keep posting.  If you get some real answers, the rest of us should benefit as well.