Forum Discussion

olympicfarmer's avatar
olympicfarmer
Freshman
5 years ago

Is the system currently down?

Woke up to no system, transmit, or receive lights on the modem. Unplugged it for five minutes, plugged it back in- same thing. The last time this happened turned out to be a system outage. I can...
modem lights
Outage
  • Liz's avatar
    Liz
    5 years ago

    Good morning olympicfarmer,

     

    Thanks for posting and providing all this information, it helps. I just ran diagnostics and despite the weather at your gateway being fine, I'm unable to communicate with your modem. Let's replace it and see if we can get you back online. I'm shipping you a complimentary modem, please expect it in a few days. Here are instructions on how to replace your modem.  You can use the box in which the new modem arrives to return the old one; there's a return label in the outer pouch.

     

  • olympicfarmer's avatar
    olympicfarmer
    5 years ago

    I owe you a very big "Thank You"

     

    The modem arrived today, so we are back up and running.  It set itself up automatically, and appears to be working just fine.

     

    My wife sincerely appreciates having our connection back for Xmas.  I hope you enjoy a wondeful holiday.  

GabeU's avatar
GabeU
Distinguished Professor IV
5 years ago

olympicfarmer 

 

If the outage is still happening...

 

Preferably with a LAN cable connected device, can you get to this modem page?  If so...

 

1.  What do you see listed for a State Code in the System Summary box near the top of the page. 

 

2.  What do you see listed for the Satellite Receive Signal Strength in the WAN Info box on the bottom left of the page?

  • olympicfarmer's avatar
    olympicfarmer
    Freshman
    5 years ago
    Thanks for your suggestion. I’ve plugged in an Ethernet cable to a laptop, and tried going to 192.168.0.1 but the page says “this site can’t be reached” and “192.168.0.1 refused to connect”

    Is there a different address to type in to get to the modem itself?

    Thanks in advance.
    • GabeU's avatar
      GabeU
      Distinguished Professor IV
      5 years ago

      olympicfarmer 

       

      Unfortunately, that does go to the modem itself.  But, there is another way that you may be able to get the page with the info.

       

      Try either http://www.systemcontrolcenter.com/ or http://192.168.0.1/#!/usage.  If either one of those work, click on System Status at the top of the page to go to the page with the info.  

       

      If you normally connect to the modem via WiFi, you can try that too.  The LAN cable connection is usually requested due to it being the most basic, direct access, but you can still try the other.  

       

      If you still can't access the modem pages, try power cycling the HughesNet modem.  To do so, unplug the modem at either the wall outlet or the power pack, wait for at least thirty seconds, then plug it back in.  Then wait five minutes for the modem to be as fully back up as it can be under the circumstances, then try to access the modem page again.  

       

      In reality, it's even possible that the power cycle will fix the problem and you'll have access again, but chances are it won't.

      • olympicfarmer's avatar
        olympicfarmer
        Freshman
        5 years ago
        Thanks for the help, but customer service has told me a few things:
        1. It’s been raining (lightly) over the gateway at Roseburg, OR, so they can’t get information from the gateway. I find this doubtful, since it rains in Oregon every single day.
        2. They say it’s not a hardware issue on my end. The modems trying to talk to the satellite, but light rain over Roseburg, etc.
        3. Cycling the modem didn’t do anything. It would also be a truly unique fault for the modem to power up, for the WiFi to work, but have zero system connection.
        4. Since it’s achieving just enough signal for them to see my modem, but not enough to even light up the system light, something must be down at the gateway.
        5. Apparently a few other customers have called in with the same issue, so that strengthens the case that it’s not just my hardware.
        6. But again, there was light rain over Roseburg, so I need to wait until that clears up and call them back.

        It sure seems like the gateway went down and they don’t want to just say that. I’d relax and wait it out if they’d just state the problem.

        And if a light rain blocks the signal- it’s a miracle that we must be witnessing Roseburg, Oregon’s first ever precipitation.

        Thanks for your attempts to help.