Forum Discussion

JBannon's avatar
JBannon
Freshman
5 years ago

New account modem problems

I signed up for Hughesnet about 3 weeks ago. The wifi worked for about a week, and then stopped working. The system light on the modem (second one from the top) no longer lights, so I think it is a modem problem. Please advise. 

  • JBannon's avatar
    JBannon
    5 years ago

    The problems were solved. The tech missed the first appointment due to a break down, but showed up the next day and got the service repaired. Apparently the initial installer had failed to tighten the bolts on the satellite dish, and the modem had a problem as well, so he replaced it. I'm happy that after a month I have service again. Thanks for your help.

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    5 years ago

    JBannon 

     

    If you haven't tried already, try power cycling your modem.  That's unplugging it from the wall outlet, waiting for at least 30 seconds, then plugging it back in.  Then give the modem about five minutes to be fully back up and ready, and then see if you can connect.  

     

    Just in case, please DO NOT reset the modem using the reset button on the back.  This should only be done under the direction of a HughesNet rep, and then only in the manner they instruct, as doing so improperly or under the wrong instance can cause more harm than good.  I only mention this in a preemptive manner.

    • JBannon's avatar
      JBannon
      Freshman
      5 years ago

      Yes, I've tried that at least half a dozen times on different days. No luck. Also e-mailed tech support but didn't get a usefule or even relevant response. So still waiting and paying for a service I can't use. Very frustrating.

  • BarbieB's avatar
    BarbieB
    New Poster
    5 years ago
    Same happened to me an hour after the install was complete. Called tech support the next morning. Had me try the usual reboot (unplug, wait, plug back in) Tech came a few days later. Had to re-align the dish, probably because it was very windy that night.
    • JBannon's avatar
      JBannon
      Freshman
      5 years ago

      I called tech support but didn't get an answer. Same with "live" chat. Tried e-mail and got a canned response that didn't address the problem and then got no response to my further inquiry. 

      • Damian's avatar
        Damian
        Moderator
        5 years ago

        JBannon,

         

        Thank you for reaching out to us and welcome to the community. I am sorry to hear you are experiencing this. GabeU explained very well why contact with support has become more difficult and we deeply apologize for the inconvenience. We are working very hard every day, figuring out more ways to improve response time and proper attention to all avenues of support.

         

        Because we do not currently have communication with your modem remotely, and the weather does not appear to be a cause, we will need a little bit of help from your end. Once we have this, we can provide the correct assistance for this issue. In order to find out what is happening to the service, we will need to obtain the state code. If you see lights on the modem where "WiFi" or "LAN" are labeled, you will be able to access the modem's control center. This is where we will be able to locate the state code. To do this, open any browser you would like on a computer or device connected to your HughesNet modem. In the address bar at the top of the page, type in 192.168.0.1 or systemcontrolcenter.com. This will populate the control center for your modem. At the top of the page, please click on the "System Status" link. The next page will load where the state code will be displayed in the first information box. Your state code should be in a format such as "0.0.0". Once you find your specific state code, please post it here so that we can continue with the next troubleshooting steps. 

         

        -Damian