Forum Discussion

Matt_Is_My_Name's avatar
Matt_Is_My_Name
Sophomore
8 years ago

Intermittent System Outage, Little help from customer support. All out of ideas!

(HT1100) For a few weeks now I have been periodically losing service, and it seems to be becoming more frequent as time goes on. At this point in time I am dropping connection about once every 15 mi...
Performance
  • Liz's avatar
    Liz
    8 years ago

     

    Hi Matt,

     

    Thank you again for your patience. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Monday, May 1, 2017 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #103748888 if you need to reschedule. Please let us know how the site visit goes.

GabeU's avatar
GabeU
Distinguished Professor IV

Matt_Is_My_Name

 

This will almost certainly be something the reps will need to address, but in the meantime it would be best to leave the modem powered.  When it's unplugged or powered down, the modem loses the logs and it's important that the reps or engineers have those logs to view.  If you are concerned that something might use data through a router while it's powered, just disconnect the router or power it down, but make sure to leave the power on to the modem.   

 

The reps are on M-F from approximately 8AM to 5PM EST.  

C0RR0SIVE's avatar
C0RR0SIVE
Associate Professor
8 years ago

Those logs don't appear to be subscriber end issues...  Would certainly require someone to look at the gateway to see if it's acting up.

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    8 years ago
    C0RR0SIVE wrote:

    Those logs don't appear to be subscriber end issues...  Would certainly require someone to look at the gateway to see if it's acting up.

    Being that I don't have much of a clue what any particular code means, though I know that the logs often point to the problem, I figured it would be better to be safe than sorry and save the logs.  

    • Matt_Is_My_Name's avatar
      Matt_Is_My_Name
      Sophomore
      8 years ago

      Luckily it appears these logs do not get deleted on a system restart. My system has been up for 2 days and I have logs going as far back as 11 days ago. It does seem like the system keeps the 400 most recent evt.csv entries. evt1.csv is 12 pages long for me when I set to show 100 per page, so who knows what the limit is.

       

      I have been keeping the system up for state codes and disagnostic codes, even though one of the reps I spoke to on the phone told me they were worthless... and didn't have an answer when I asked why worthless information is being logged. I'm just trying to give as much information as possible to help get this issue resolved!

      • C0RR0SIVE's avatar
        C0RR0SIVE
        Associate Professor
        8 years ago

        The logs aren't worthless, they are actually uploaded during certain events, and on a timed basis back to Hughes, and it allows moderators like Liz to check history...