Forum Discussion

capnzathrus's avatar
capnzathrus
Sophomore
5 years ago

Losing internet access every night

Sometime during the last 6 nights I have lost internet access. 1st two mornings, I reinstalled HT2000W. 3rd, rebooted. 4th, unplugged for 30 seconds. 5th, rebooted. 6th, reinstalled. I should not have to fiddle with the router every morning to have internet access. Called support and spoke to a moron who understood nothing. She said it showed I had been turning the router off and on and I shouldn't do that , because it could damage it. Had to explain, again, I had to in order to have internet. The router should have been replaced a very long time ago. I have lost ability to connect to hug2 through laptop. I have sporadic signal that during downloads speeds drop to zero and sometimes stay there. She finally told me to call when the issue is present. YOU KNOW WHAT HAPPENS THEN?? Faulty diagnostics will be run. I will be told to unplug and replug, then it will work and I wil be asked, "Thank you, is there anything else I can help with?" Support quoting FAP (which means if you want higher speeds throughout the month you should be able to afford $500-$1000 every month), does not help and does not have anything to do with my issues.
  • Hi capnzathrus, 

     

    Thanks for posting and sharing those details, that helps. I'm sending you a modem; you can use its box to return your old modem. There's a shipping label in the outer pouch for your convenience. I hope the new modem works out well for you.

     

    -Liz

  • maratsade's avatar
    maratsade
    Distinguished Professor IV

    Sounds like your modem is trying to bite the dust.  Are you a residential or business account?

    • capnzathrus's avatar
      capnzathrus
      Sophomore
      Residential. And, I live in an area with frequent power outages. Any time there is lightning within 10 miles, power flickers, goes out, repeat.
  • Hi capnzathrus, 

     

    Thanks for posting and sharing those details, that helps. I'm sending you a modem; you can use its box to return your old modem. There's a shipping label in the outer pouch for your convenience. I hope the new modem works out well for you.

     

    -Liz

    • capnzathrus's avatar
      capnzathrus
      Sophomore
      Just a reminder. I am within 6 months of signing contract, so no charge for the modem. Thanks.
      • Liz's avatar
        Liz
        Moderator

        Yes, the modem is free, no worries.

         

        -Liz

  • Received the modem, yesterday and installed. Woke up with no internet access, again. Another family member is usually still online when it goes out and told me it seems to go out somewhere between 10:30-11:30PM. I can only assume the dish needs either re-pointed, because of satellite drift or there is another issue with the dish. Within the last couple months, we did have extremely high winds during a couple storms. Neither my desktop or laptop have internet access. Both connected to the modem, but say "no internet". Browsers open to error pages. Went to the web acceleration setting and clicked to disable and it did nothing. Just stayed on and green. Clicked Reset MBX and just stuck on Resetting. Rebooted modem and had internet access and those settings work.
    • maratsade's avatar
      maratsade
      Distinguished Professor IV

      That's just crazy. I hope that next week the mods ( Liz  ) can figure out what's going on and get it fixed for you.

      • capnzathrus's avatar
        capnzathrus
        Sophomore
        Yeah, I hope so, too. Really don't like having to mess with the modem every morning. Hate having a tech guy out here, but seems like it has to be done.