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.  

olympicfarmer's avatar
olympicfarmer
Freshman
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.
Liz's avatar
Liz
Moderator
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
    Freshman
    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.  

    • Liz's avatar
      Liz
      Moderator
      5 years ago

      Wonderful! You're very welcome. Thanks for letting me know. I hope you had a great Christmas as well!

       

      Thanks,

      Liz

       

  • olympicfarmer's avatar
    olympicfarmer
    Freshman
    5 years ago
    I have really mixed feelings here.

    When I first called two days ago, I asked specifically if they could read a fault message from my modem. He said no, because of the light rain over Roseburg.

    But when I just now spoke to tech support, he said they could always see the fault message, but wouldn’t confirm it until the gateway had sunny skies.

    Now it’s three days later, xmas is here, and we’ll have no internet all week while I wait for the replacement modem - that they could have shipped on Friday!

    The posts in this community all share a general frustration. Mine is from a lack of straightforward diagnostics from the first call, which has resulted in a very un-merry Xmas.

    Thank you for sending the replacement. I just sincerely wish the very first call (that provides the exact same info) would have put it in shipping so we’re not totally cut off over the holiday.

    Must Hughesnet users do so because of living in remote locations, so it’s a vital utility.
    • GabeU's avatar
      GabeU
      Distinguished Professor IV
      5 years ago

      olympicfarmer 

       

      Unfortunately, phone support is often very basic, and some agents may not have the experience or knowledge that other agents in the same department do, so while one may know where to look or how to look at more involved areas of the modem, others may not.  The phone reps also have a tendency to use terms that may not always translate or be correct for the particular situation.  Though I normally don't like to speculate, the fault message the person was referring to may just have been a message showing the present inability to communicate with the modem.  The reps here, however, like Liz, are corporate reps and much more experienced.  They know exactly where and how to look, as well as decipher what they're seeing.  

       

      Your frustration with not having internet around Christmas is very understandable.  :(