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
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 

         

        The page that contains the State Code is an internal modem page.  It's not something that can be accessed through the internet.  The only way to access the page is by using a device that is directly connected to the HughesNet modem, whether by WiFi or LAN cable, though a LAN cable connection is preferable in case there is some sort of issue with WiFi.  

         

        So, if the HughesNet modem is not plugged in, please plug it in.  Then, after waiting for at least five minutes, which will give the modem time to settle, try connecting to the page Damian indicated (192.168.0.1 or systemcontrolcenter.com), which will have the State Code, which is in the System Summary box near the top of the page.  NOT the diagnostic code, but the State Code.

         

        Again, it's preferable to do this with a device that is connected directly to the HughesNet modem with a LAN cable, but if you don't have that ability, please try with a device connected via WiFi.  If you can only do this via WiFi and the the hotspot is causing problems doing so, please temporarily turn off the hotspot until you're able to retrieve the needed information from the HugheNet modem page.  

         

        Once you've retrieved the needed info you can unplug the HughesNet modem so that you can again use your hotspot without interference from the modem.

         

        -------------------------------------------------------------------------

         

        Just for info, the reason the HughesNet modem is causing problems with your hotspot is because two or more WiFi sources of the same band will interfere with each other.  i.e. both sources are broadcasting on the 2.4GHz band and/or the 5GHz band.  The HughesNet modem broadcasts on both bands, and your hotspot surely at least broadcasts on the 2.4GHz band.  If the hotspot says it's "dual band", that means it broadcasts on both the 2.4GHz and 5GHz bands.

  • 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