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 m...
  • 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.

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 

      • JBannon's avatar
        JBannon
        Freshman
        5 years ago

        Thanks for contacting me.

         

        I'm not able to do what you suggest. I'm using the wifi hotspot on my phone to access the internet on my computer right now. Once I turn on the modem, for some reason I am no longer able to access the internet at all, i.e. neither the satellite connection nor the cellular hotspot works. So I can't access the state code.

         

        Please advise as to next steps. How about sending a tech out since I'm paying for a new service that is unusable?

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

      JBannon 

       

      Calling right now can be frustrating, as the reps are not only bogged down with an increase in service calls due to the pandemic related, much higher system load, they're also shorthanded due to the same.

       

      That power cycling didn't help is telling.  The reps here will likely be able to help you.  Hopefully they'll reply today, as they aren't on here during the weekends.  I'll tag a couple so they are sure to see this thread.

       

      Liz Damian