Forum Discussion

Jakelawrence's avatar
Jakelawrence
Freshman
4 years ago

Internet down sqf 15 no transmit, receive, or system lights

Hey there. Internet has been down for over a week now. Initially the issue started about a month ago and I could power cycle the modem and it would temporarily fix the problem, this no longer works. S...
Performance
  • Damian's avatar
    Damian
    4 years ago

    Jakelawrence,

     

    Thank you for reaching out and I am sorry to hear you are experiencing this. I also apologize for the delay in response. I took a look into this and ran diagnostics on your equipment myself. I can definitely confirm that your signal strength is extremely low but the modem itself does seem to be functioning properly. This means a re-point is required and a possible radio replacement as well. The radio replacement depends on the results after the dish has been re-pointed. If you do end up having a technician come out, they will have a radio transmitter replacement ready to be installed, just in case. While I do wish this could be resolved remotely, a re-point of the dish and possible replacement of the radio would need to be performed by a technician on site. 

     

    At this time, your options are to have a technician sent out either by calling our support number or having me process one specifically, or upgrading to GEN 5. Both of these would resolve this issue but based on your previous comments, I'm sure a repair is what you are leaning more towards. Please let me know what you would like to do going forward.    

     

     

    -Damian    

GabeU's avatar
GabeU
Distinguished Professor IV

Jakelawrence 

 

In the off chance they may have missed your post, I'm going to tag a couple of reps to ensure you get a reply soon.

 

Liz 

Remy

Jakelawrence's avatar
Jakelawrence
Freshman
4 years ago

Thank you I appreciate it, because I have already spoken to a technician on the phone with no help. He wanted to send a tech out and was more interested in upgrading me to gen 5 than he was helping me get back up and running. I really appreciate any assistance I can get. 

  • Damian's avatar
    Damian
    Moderator
    4 years ago

    Jakelawrence,

     

    Thank you for reaching out and I am sorry to hear you are experiencing this. I also apologize for the delay in response. I took a look into this and ran diagnostics on your equipment myself. I can definitely confirm that your signal strength is extremely low but the modem itself does seem to be functioning properly. This means a re-point is required and a possible radio replacement as well. The radio replacement depends on the results after the dish has been re-pointed. If you do end up having a technician come out, they will have a radio transmitter replacement ready to be installed, just in case. While I do wish this could be resolved remotely, a re-point of the dish and possible replacement of the radio would need to be performed by a technician on site. 

     

    At this time, your options are to have a technician sent out either by calling our support number or having me process one specifically, or upgrading to GEN 5. Both of these would resolve this issue but based on your previous comments, I'm sure a repair is what you are leaning more towards. Please let me know what you would like to do going forward.    

     

     

    -Damian    

    • Jakelawrence's avatar
      Jakelawrence
      Freshman
      4 years ago

      thank you sir for your response, yes I believe you are correct about it being a radio problem. I do not think it is a pointing issue because I sweeped the satellite left and right very slowly (which I know I'm not supposed to do but figured what do I have to lose) with no signal change. Not sure if I'm going to call a tech out since i own my equipment and don't really feel like shelling out over $200 on subpar internet. Thanks a ton though. Might get me a used radio online and install myself, but more than likely just going to cancel my service. Once again I thank you for looking into it, have a great evening