Forum Discussion
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...
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.
Liz wrote:Good morning,
The fix was rolled out this morning on beams 21 and 29. Please monitor your performance over the next few days and let me know if you see any significant improvement.
Your cooperation, patience, and understanding are much appreciated.
Thanks so much for sticking with this, Liz. Customer service like this fosters customer loyalty. We noted three instances of the issue yesterday, 3/23/17. They occurred at 5:55 am, 6:22 am, and 10:10 am?(I forgot to note am or pm and now don't recall which it was). In all cases, the 12.7.1 status code was observed and the problem resolved itself after about five minutes.
We have decided to switch to Gen5, and the technician visit is scheduled for Monday morning. But I will continue to monitor our situation until then as you've requested and I'll provide you with an incident report covering the intervening period. Hopefully it will be zero, and I hope this resolves the issue for all of the others who've experienced it. Intermittent, inpredictable problems like this are particularly hard to diagnose.
Thanks again.
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.
Liz wrote: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.
Well, no instances were observed since yesterday morning (3/24/17) when the engineering change was implemented. That's great. If this lasts today and tomorrow, I think we'll be able to say with a high degree of confidence that the engineering change has resolved the problem, and I'll be able to click on the "resolved" button before moving on to Gen5. Hopefully the other folks who have been reporting this problem will provide their feedback as well.
So far. so good !!
We are in an age of acceleration in technology, and I think we are often construing our experience upon the model of our experience with purely mechanical systems -- products like toasters and refrigerators. But when we stop for a moment to consider just what is going on with a system like Hughesnet, it's actually kind of breathtaking that it works at all, let alone as reliably as it does.
So problems in such a profoundly complex system are to be expected. What makes this into a viable commercial enterprise then is the ability of the human parts of the system to interact in recoginzing and correct problems when they occur, as they inevitabely will. And for me, as long as I can see that happening, it's far less important that it happens in the first place or that it isn't fixed instantly.
In working through this particular case, I've experienced a wide spectrum of responses ranging from the initial "technical service" phone responses "we're sending you a new modem" and "we don't know what the problem is and we can't do anything to fix it" and "what do you want me to do - I'm not a technician. well can you transfer me to one? no, I'm afraid that won't be possible." to my last ditch decision to try posting the problem here on the Community and then finding out it was not just me and being fortunate enough to get Liz's attention.
In conclusion, we're all part of something that is quite complex, and a lot can go wrong, both in the technology and on the human side. We must give kudos to Hughesnet to operate a business within such as context !
Final report on this problem, first thing Monday morning. I'm keeping my fingers crossed.
"We are in an age of acceleration in technology, and I think we are often construing our experience upon the model of our experience with purely mechanical systems -- products like toasters and refrigerators. But when we stop for a moment to consider just what is going on with a system like Hughesnet, it's actually kind of breathtaking that it works at all, let alone as reliably as it does."
Yes, exactly! Well put.
I'm happy to report zero incidents of the problem since the engineering change made Friday morning was announced. Since we had been seeing at least 2-3 per day prior, seeing none following the change is very strong evidence that the change has fixed the problem, and I have clicked on the "accept as solution".
Good timing as we are switching over to Gen5 this morning :) Thanks Liz and Hughesnet !
That's wonderful to hear, John! Thank you for taking the time to post in the community and to share your thoughts, it's good to see. I'm glad to have helped, please don't be a stranger.
Liz wrote:That's wonderful to hear, John! Thank you for taking the time to post in the community and to share your thoughts, it's good to see. I'm glad to have helped, please don't be a stranger.
This was my first time interacting with the community in conection with a problem, and I'll definitely visit it regularly; looks to be a great place to learn.
Gen5 is good so far. With TestMy.net we're seeing 20 Gbps download and 1.4 Gbps upload, a significant improvement versus Gen4. Thanks again, Liz.
