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.

Matt_Is_My_Name's avatar
Matt_Is_My_Name
Sophomore

Reading what those codes say I didn't think they would be the answer to the big question, but I usually find it best to give all the information I got.

 

Thanks for the reply, I'll be checking back to see what you come up with!

Liz's avatar
Liz
Moderator
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.

  • Matt_Is_My_Name's avatar
    Matt_Is_My_Name
    Sophomore
    8 years ago

    The techs just hit the road after being here for about 45 minutes. They replaced the radio and the modem, as well as checked the fittings at the ground block. I was told there was water inside the connector, so he cleaned it out and replaced the fittings. Although it's not clear if the water was the issue, it surely wasn't helping matters at all.

     

    As of right now my signal quality is better with a deep overcast sky than it was on a clear day before. I was told the modem will be rebooting itself and doing various strange things for a couple of hours, so I will update this thread tomorrow with my results, but I will say things are already looking up!

     

    Thanks for the help.

    • Liz's avatar
      Liz
      Moderator
      8 years ago

      Excellent, thank you for this update, Matt! I hope to hear good news from you upon your next posting. :)

       

      • Matt_Is_My_Name's avatar
        Matt_Is_My_Name
        Sophomore
        8 years ago

        Southern Ohio's springtime weather is not ideal for testing satellite connections!

         

        I didn't have any issues for the most part of last night, and things still seem stable. There are some disconnects from missing keep-alive messages showing in the logs, but I'm pretty sure it's due to weather. The only outage I saw was during a 15 minute stretch of sustained 50MPH winds and a downpour so heavy I couldn't even see the ground below the window. Been gusting 50-60 for 20 or so hours now!

         

        I am confident all is well, and if I have any issues I'll be sure to come here first.

         

        Thanks again for your help!