Modem lights are not on and internet has been down for a week.
Our internet has been down for a week. The modem only has the power light and wi-fi lights on. I have called and talked to customer service try to fix the issue and am currently waiting for a eather n...
Well, here's the bad and the good. After another long session with tech support, the guy finally admitted (can you believe it?) that they don't know why Gen4 won't download Win10 updates and they have no idea how to fix it!! So after all is said and done, based on the fact that several of you on this board have upgraded to Gen5 to solve the problem, I decided to bite the bullet and try it also.
Great News- now it works like it should- a 350Mb windows cumulative update file from the microsoft catalogue downloads in less than a minute. Now bear in mind, the only thing the upgrade installer had to do was point the dish at the new satellite and activate it. I already had the HT2000 modem from previous attempt to make Gen4 work. The only thing that changed in my whole system was the new satellite. So the problem undoubtably lies somewhere with the old Sat--ES17. And either they don't have enough customers complaining or they really can't fix it.
I really appreciate those of you responding to my post and hope all this can help someone else. I feel sure there are other users that are not aware they have the problem. As for the upgrade itself, the new system really is much better and well worth the small increase in price.
That's definitely not the norm. While inclement weather at one's gateway can affect the service in the same way as weather at one's own location, it's only temporary, so you definitely have something else going on.
The reps that monitor this site are on M-F from approximately 8AM to 5PM EST. They'll assuredly be able to help you. In order to help them to be able to do so, please make sure to leave your modem plugged in so that they can run remote diagnostics on your HughesNet equipment if they deem it necessary.
Did the phone reps recommend that you get an Ethernet cable so that you could connect directly rather than via WiFi? Is the idea that, once you get the cable and connect it, they're going to help to further troubleshoot the issue?
The reason I ask the above question is that, although an Ethernet cable connection can definitely help to better connect for troubleshooting purposes, it's almost assuredly not going to fix the issue you're experiencing.
A couple of things, just in case this was not suggested by a phone rep. If you have not already done so, please make sure that the coax cable connector at the back of the modem is finger tight. It doesn't need to be tighter than that, but it shouldn't be loose. Also, be sure that the power plug going into the back of the modem is snug. It's delicate, so be careful, but at least make sure that it's all the way in. Also, if they didn't instruct you to try this, you can try power cycling the modem, which is unplugging it, waiting for at least 30 seconds, then plugging it back in. After plugging it back in, it can take a couple of minutes for it to finish starting, and another couple of minutes fo it to be fully operational.
Again, I'm sure the reps will see this thread and help you. I'll tag them just to be sure. Sorry you're dealing with this. :(
Yes the CSR on the phone did suggest I call back when I can with the eather net cable so they can trouble shoot further. The internet was working fine last Monday morning when we left the house around 9 and then when we came home around 1:30-2 it was out and has not worked since.
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lights are not on and internet has been down for a week.","id":"message:100443","revisionNum":1,"repliesCount":10,"author":{"__ref":"User:user:65878"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:TechSupport"},"conversation":{"__ref":"Conversation:conversation:100443"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:100443"},"body@stripHtml({\"truncateLength\":200})":"Our internet has been down for a week. The modem only has the power light and wi-fi lights on. I have called and talked to customer service try to fix the issue and am currently waiting for a eather n...","body@stringLength":"315","rawBody":"Our internet has been down for a week. The modem only has the power light and wi-fi lights on. I have called and talked to customer service try to fix the issue and am currently waiting for a eather net cable to come in to call back to get more help with the issue. Just wondering if anyone else has had this issue.","kudosSumWeight":0,"postTime":"2018-06-02T14:56:44.522-04:00","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":[]},"timeToRead":1,"currentRevision":{"__ref":"Revision:revision:100443_1"},"latestVersion":null,"metrics":{"__typename":"MessageMetrics","views":6135},"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":[],"body":"Our internet has been down for a week. The modem only has the power light and wi-fi lights on. I have called and talked to customer service try to fix the issue and am currently waiting for a eather net cable to come in to call back to get more help with the issue. Just wondering if anyone else has had this issue."},"Conversation:conversation:100443":{"__typename":"Conversation","id":"conversation:100443","solved":true,"topic":{"__ref":"ForumTopicMessage:message:100443"},"lastPostingActivityTime":"2018-06-09T07:52:29.816-04:00","lastPostTime":"2018-06-09T07:52:29.816-04:00","unreadReplyCount":10,"isSubscribed":false},"ModerationData:moderation_data:100443":{"__typename":"ModerationData","id":"moderation_data:100443","status":"APPROVED","rejectReason":null,"isReportedAbuse":false,"rejectUser":null,"rejectTime":null,"rejectActorType":null},"Revision:revision:100443_1":{"__typename":"Revision","id":"revision:100443_1","lastEditTime":"2018-06-02T14:56:44.522-04:00"},"ForumReplyMessage:message:100444":{"__typename":"ForumReplyMessage","id":"message:100444","conversation":{"__ref":"Conversation:conversation:100443"},"author":{"__ref":"User:user:29869"},"revisionNum":2,"uid":100444,"depth":1,"hasGivenKudo":false,"subscribed":false,"board":{"__ref":"Forum:board:TechSupport"},"subject":"Re: Modem lights are not on and internet has been down for a week.","readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:100444"},"parent":{"__ref":"ForumTopicMessage:message:100443"},"body":"
That's definitely not the norm. While inclement weather at one's gateway can affect the service in the same way as weather at one's own location, it's only temporary, so you definitely have something else going on.
The reps that monitor this site are on M-F from approximately 8AM to 5PM EST. They'll assuredly be able to help you. In order to help them to be able to do so, please make sure to leave your modem plugged in so that they can run remote diagnostics on your HughesNet equipment if they deem it necessary.
Did the phone reps recommend that you get an Ethernet cable so that you could connect directly rather than via WiFi? Is the idea that, once you get the cable and connect it, they're going to help to further troubleshoot the issue?
The reason I ask the above question is that, although an Ethernet cable connection can definitely help to better connect for troubleshooting purposes, it's almost assuredly not going to fix the issue you're experiencing.
A couple of things, just in case this was not suggested by a phone rep. If you have not already done so, please make sure that the coax cable connector at the back of the modem is finger tight. It doesn't need to be tighter than that, but it shouldn't be loose. Also, be sure that the power plug going into the back of the modem is snug. It's delicate, so be careful, but at least make sure that it's all the way in. Also, if they didn't instruct you to try this, you can try power cycling the modem, which is unplugging it, waiting for at least 30 seconds, then plugging it back in. After plugging it back in, it can take a couple of minutes for it to finish starting, and another couple of minutes fo it to be fully operational.
Again, I'm sure the reps will see this thread and help you. I'll tag them just to be sure. Sorry you're dealing with this. :(
That's definitely not the norm. While inclement weather at one's gateway can affect the service in the same way as weather at one's own location, it's only temporary, so you definitely have something else going on.
The reps that monitor this site are on M-F from approximately 8AM to 5PM EST. They'll assuredly be able to help you. In order to help them to be able to do so, please make sure to leave your modem plugged in so that they can run remote diagnostics on your HughesNet equipment if they deem it necessary.
Did the phone reps recommend that you get an Ethernet cable so that you could connect directly rather than via WiFi? Is the idea that, once you get the cable and connect it, they're going to help to further troubleshoot the issue?
The reason I ask the above question is that, although an Ethernet cable connection can definitely help to better connect for troubleshooting purposes, it's almost assuredly not going to fix the issue you're experiencing.
A couple of things, just in case this was not suggested by a phone rep. If you have not already done so, please make sure that the coax cable connector at the back of the modem is finger tight. It doesn't need to be tighter than that, but it shouldn't be loose. Also, be sure that the power plug going into the back of the modem is snug. It's delicate, so be careful, but at least make sure that it's all the way in. Also, if they didn't instruct you to try this, you can try power cycling the modem, which is unplugging it, waiting for at least 30 seconds, then plugging it back in. After plugging it back in, it can take a couple of minutes for it to finish starting, and another couple of minutes fo it to be fully operational.
Again, I'm sure the reps will see this thread and help you. I'll tag them just to be sure. Sorry you're dealing with this. :(
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Hi Tinkerbell7,
I believe the best course of action is to send a technician to your home to repair the system. It is possible that the Wi-Fi modem, coaxial cable or radio transmitter could be causing this problem and that is just too many factors to have you wait around for a replacement modem. I'll schedule it for the next available date, but the technician's office will call or text you to confirm the appointment. The original appointment is set for tomorrow, June 6th between 8-11AM
I believe the best course of action is to send a technician to your home to repair the system. It is possible that the Wi-Fi modem, coaxial cable or radio transmitter could be causing this problem and that is just too many factors to have you wait around for a replacement modem. I'll schedule it for the next available date, but the technician's office will call or text you to confirm the appointment. The original appointment is set for tomorrow, June 6th between 8-11AM
Thank you,
Amanda
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