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Shelby947's avatar
Shelby947
Freshman
7 years ago
Solved

Limited connectivity/zero connectivity 2000s

I’ll try to make this as concise as I can. The first week of may our internet quit. I pulled up the system control page and saw errors that I knew were not the usual ones. After an hour on the phon...
Performance
Liz's avatar
Liz
Moderator
7 years ago

Hi Shelby947,

 

I see you're a long time customer and first time poster, welcome! Thank you for the clear description of events. I'm also seeing a state code on your system right now that's of concern. Let me escalate this to engineering for their input and assistance.

 

  Your cooperation, patience, and understanding are much appreciated.

 

Shelby947's avatar
Shelby947
Freshman
7 years ago
Thank you so much for your welcome and your prompt response, Liz. I have been with you guys for a long time.

I did forget to add that I do the usual unplug for 20 seconds trick which I did a bit ago and that got us connected again. However there is still a problem. Off and on it tells me there is limited connectivity. It is working at this second with no error codes but I promise they will start happening again.

Thanks so much again for your help.
  • Shelby947's avatar
    Shelby947
    Freshman
    7 years ago
    Also should I be keeping a list of all of the errors? I figure that’s something you can see on your end so I haven’t been doing that.
    • Liz's avatar
      Liz
      Moderator
      7 years ago

      You're welcome. If you see errors other than 12.1.12 or 12.7.1 (basically any 12.x.x codes) take note of that; when you unplug the power from the modem for an extended period of time, we lose the state code history. 

       

       

      • Shelby947's avatar
        Shelby947
        Freshman
        7 years ago
        Ok will do. Thank you!
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The first week of may our internet quit. I pulled up the system control page and saw errors that I knew were not the usual ones. After an hour on the phon...","body@stringLength":"1755","rawBody":"I’ll try to make this as concise as I can.

The first week of may our internet quit. I pulled up the system control page and saw errors that I knew were not the usual ones. After an hour on the phone with tech support I was told my modem had failed and I would be sent a new one.
So I ok’d that.

A couple hours later the internet magically started working again. I received the new modem but didn’t install it until the internet wouldn’t connect again and I saw the same errors as before—this was about 8 or so days later.

I was sorry that I waited that long because this new modem worked like a dream. Very few error codes and speed was much faster.

That lasted for about 4 days.

Internet quit again. Spent a long time with tech support on the phone. Got transferred to tier one. The tech said he could see how someone that wasn’t tier one would think it was the modem but he was seeing serious problems with the radio transmitter on my dish. So a repair person was scheduled—- this was a Wednesday and they could not come until the following Tuesday which is a whole other complaint I have. Anyway repair man came, installed a new radio transmitter and then tried to connect to internet. Didn’t work so he uninstalled the new transmitter and put the old one back on and and then came in and installed another new modem. This was Tuesday June 5th. It has worked a bit but majorly slow and lots of error codes

It currently is not working at all again. System stays is red. Diagnostic code currently is 0204-8000-0400-0047 the system state code is 12.7.1.

We work out of our home and I need to get this fixed. Please help.

Excuse any typos I’m using my tiny phone.","kudosSumWeight":0,"postTime":"2018-06-08T15:56:38.409-04:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"tags":{"__typename":"TagConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"TagEdge","cursor":"MjUuM3wyLjF8b3wxMHxfTlZffDE","node":{"__typename":"Tag","id":"tag:Performance","text":"Performance","time":"2017-03-09T08:01:18.409-05:00","lastActivityTime":null,"messagesCount":null,"followersCount":null}}]},"timeToRead":2,"currentRevision":{"__ref":"Revision:revision:100600_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":7014},"visibilityScope":"PUBLIC","canonicalUrl":null,"seoTitle":null,"seoDescription":null,"isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"archivalData":null,"customFields":[]},"Conversation:conversation:100600":{"__typename":"Conversation","id":"conversation:100600","solved":true,"topic":{"__ref":"ForumTopicMessage:message:100600"},"lastPostingActivityTime":"2018-06-22T15:07:45.034-04:00","lastPostTime":"2018-06-22T15:07:45.034-04:00","unreadReplyCount":13,"isSubscribed":false},"ModerationData:moderation_data:100600":{"__typename":"ModerationData","id":"moderation_data:100600","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:100600_1":{"__typename":"Revision","id":"revision:100600_1","lastEditTime":"2018-06-08T15:56:38.409-04:00"},"ForumReplyMessage:message:100605":{"__typename":"ForumReplyMessage","id":"message:100605","conversation":{"__ref":"Conversation:conversation:100600"},"author":{"__ref":"User:user:66260"},"revisionNum":1,"uid":100605,"depth":2,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"subject":"Re: Limited connectivity/zero connectivity 2000s","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:100605"},"parent":{"__ref":"ForumReplyMessage:message:100604"},"body":"Thank you so much for your welcome and your prompt response, Liz. I have been with you guys for a long time.

I did forget to add that I do the usual unplug for 20 seconds trick which I did a bit ago and that got us connected again. However there is still a problem. Off and on it tells me there is limited connectivity. It is working at this second with no error codes but I promise they will start happening again.

Thanks so much again for your help.","body@stringLength":"473","rawBody":"Thank you so much for your welcome and your prompt response, Liz. I have been with you guys for a long time.

I did forget to add that I do the usual unplug for 20 seconds trick which I did a bit ago and that got us connected again. However there is still a problem. Off and on it tells me there is limited connectivity. It is working at this second with no error codes but I promise they will start happening again.

Thanks so much again for your help.","kudosSumWeight":0,"repliesCount":6,"postTime":"2018-06-08T17:01:07.548-04:00","images":{"__typename":"AssociatedImageConnection","edges":[],"totalCount":0,"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}},"attachments":{"__typename":"AttachmentConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:100605_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":6779},"visibilityScope":"PUBLIC","isEscalated":null,"placeholder":false,"originalMessageForPlaceholder":null,"messagePolicies":{"__typename":"MessagePolicies","canModerateSpamMessage":{"__typename":"PolicyResult","failureReason":{"__typename":"FailureReason","message":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","key":"error.lithium.policies.feature.moderation_spam.action.moderate_entity.allowed.accessDenied","args":[]}}},"customFields":[],"replies":{"__typename":"MessageConnection","edges":[{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8aXwxMHwzOToxfGludCwxMDA2MDYsMTAwNjA2","node":{"__ref":"ForumReplyMessage:message:100606"}}],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"CachedAsset:theme:customTheme1-1744704907199":{"__typename":"CachedAsset","id":"theme:customTheme1-1744704907199","value":{"id":"customTheme1","animation":{"fast":"150ms","normal":"250ms","slow":"500ms","slowest":"750ms","function":"cubic-bezier(0.07, 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Good morning Shelby947,

\n\n

 

\n\n

Thank you for your patience while we investigated your case. Engineering is suggesting we replace your modem, radio, and cables.  Your complimentary dispatch is currently scheduled for our earliest available slot: Thursday, Jun 21, 2018 between 08:00 AM-11:00 AM.  Call us at 866.347.3292 and reference case #113194988 if you need to reschedule. Please let us know how the site visit goes.

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\n\n

 

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Hi Shelby947,

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\n\n

I see you're a long time customer and first time poster, welcome! Thank you for the clear description of events. I'm also seeing a state code on your system right now that's of concern. Let me escalate this to engineering for their input and assistance.

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\n\n

  Your cooperation, patience, and understanding are much appreciated.

\n\n

 

","body@stringLength":"410","rawBody":"

Hi Shelby947,

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\n\n

I see you're a long time customer and first time poster, welcome! Thank you for the clear description of events. I'm also seeing a state code on your system right now that's of concern. Let me escalate this to engineering for their input and assistance.

\n\n

 

\n\n

  Your cooperation, patience, and understanding are much appreciated.

\n\n

 

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I figure that’s something you can see on your end so I haven’t been doing that.","body@stripHtml({\"removeProcessingText\":false,\"removeSpoilerMarkup\":false,\"removeTocMarkup\":false,\"truncateLength\":200})@stringLength":"133","kudosSumWeight":0,"postTime":"2018-06-08T17:03:22.748-04:00","lastPublishTime":"2018-06-08T17:03:22.748-04:00","metrics":{"__typename":"MessageMetrics","views":6782},"visibilityScope":"PUBLIC","placeholder":false,"originalMessageForPlaceholder":null,"isEscalated":null,"solution":false,"entityType":"FORUM_REPLY","eventPath":"category:HNSupport/community:ssqng67387board:TechSupport/message:100600/message:100606","replies":{"__typename":"MessageConnection","pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null},"edges":[{"__typename":"MessageEdge","cursor":"MjUuM3wyLjF8aXwzfDM5OjF8aW50LDEwMDYwNywxMDA2MDc","node":{"__ref":"ForumReplyMessage:message:100607"}}]},"customFields":[],"attachments":{"__typename":"AttachmentConnection","edges":[],"pageInfo":{"__typename":"PageInfo","hasNextPage":false,"endCursor":null,"hasPreviousPage":false,"startCursor":null}}},"ModerationData:moderation_data:100607":{"__typename":"ModerationData","id":"moderation_data:100607","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"ForumReplyMessage:message:100607":{"__typename":"ForumReplyMessage","uid":100607,"id":"message:100607","revisionNum":1,"author":{"__ref":"User:user:16464"},"readOnly":true,"repliesCount":4,"depth":4,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"parent":{"__ref":"ForumReplyMessage:message:100606"},"conversation":{"__ref":"Conversation:conversation:100600"},"subject":"Re: Limited connectivity/zero connectivity 2000s","moderationData":{"__ref":"ModerationData:moderation_data:100607"},"body":"

You're welcome. If you see errors other than 12.1.12 or 12.7.1 (basically any 12.x.x codes) take note of that; when you unplug the power from the modem for an extended period of time, we lose the state code history. 

\n\n

 

\n\n

 

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