Forum Discussion
Outages Weekly
We have been having outages of service 1-2 times a week for the past 4 weeks, in the afternoon,between 3 and 5 Pm PST .
They usually are for about 10 minutes or less.
We also have outages about 10 Pm PST 1-2 times a week for about 15-30 mins.
Has anyone else had these outages? Is Hughes aware of them ?
Thanks
14 Replies
eco,
Thanks for reaching out! We're sorry to hear you've been experiencing some outages. We'd love to look into this for you. When these issues occur, are you losing connection to the WiFi entirely? Have you attempted to retrieve a state code at the System Control Center when it's ongoing?
Thanks,
Remy
Thanks Remy, the next time, I'll take a screenshot of the state codes.
Thanks for the quick reply.
Hi, had an outage on 8.2 @ 5.11Pm . Duration was approx 4 Mins.FLL Not Locked. A short outage anyway ;) Thanks
My wife said she had an outage last nite for at least 4 hours. I was not there so could not get a state code.
I didn't get a reply from the last post regarding an outage, I posted the state code.
The last state code 11.3.1 is what the recent state codes display shows. I just checked it.
That's more than a weather disruption. I believe our NOS in N Dakota?
Thanks
eco,
Thanks for following up! We appreciate the logging and provided state code. Just for data matching purposes, around what time did the outage begin last night? I'm going to be taking a deeper look into this to see if I can find a quick solution to this for you.
Thanks,
Remy
Remy ;
My wife said about 10 Pm pst .The state code showed the same code as last time- 11.3.1.
In the past outages they were in the late afternoon, but we also have had them at the later evening 10 Pm .
Thanks for your reply;)
More outages this weekend , Saturday, and today Sunday. Saturday was a short interruption, today at approx 5Pm pst which lasted for 25 minutes.
The same state code 11.3.1 FLL is not locked.
The outages are picking up in frequency.
I hope this helps. Thanks
eco,
Thank you for following up! We appreciate your patience. After having it looked into, it was recommended to set up a technician order to come take a look at the site. I've gone ahead and created a complimentary dispatch order, at no cost to you. The technician company handling your order will be reaching out to you to set up a date and time that works best for you! Please let us know how the technician visit goes.
Thanks,
Remy
Thanks Remy. I hope something will be found. I am curious as to what the state code -FLL is not locked means. I tried to find out more, but did not find any more info about the state code 11.3.1 .
Thanks Again
eco,
FLL not locked is an indicator of a few things, depending on how often or if there is some pattern. Sometimes the loss is caused due to interference (weather, most likely), or other factors like equipment malfunction. Frequency lock basically describes the sync up between their outdoor radio and the satellite. When that drifts, they can lose communication, but they will eventually recover. If it is faulty equipment and repeatedly occurs, a simple radio swap should do the trick. We have passed this case along, to see if there are any ongoing trends.
Thanks,
Remy
Remy; A tech came today, and checked out the whole system.
He said all was good. I asked him why the outages?
One hour before he came , we had 2 outages, one 15 mins duration, the other 5 minutes later , duration 5 mins.
I looked at the State Codes after today's outages, no record of them . In the past when there were outages I did have a state code log. I asked him if he wished to view the log, he said no.
Why in the past was there a state log post made, today no. If there was an update I would think an update code would be logged.
He told me the outages were modem updates. I asked why Hughes doesn't perform updates in low traffic times ( 2 Am ) to minimize outages ? He had no answer.
I also asked him if I had VOIP would the call be disconnected during these modem updates?
He said yes.
I was considering installing VOIP service, now no for this reason-unreliability of phone service.
If all this is correct, thank you for requesting a courtesy service visit. Now I know why I have outages at various times during the day and evenings.
Regards
Another outage yesterday at 6:48 Pm PST . It lasted about 2 minutes.
Was this another "update" ?
I would appreciate a reply that would confirm these outages are normal, and are "updates".
I didn't have these before, so has the service changed?
Are others having these outages also?
Adding VOIP service for now is not happening because of the many disruptions of service.
A reply would be appreciated , thanks.
eco,
As far as I am aware, you should not be experiencing daily "updates" that cause outages. I haven't heard of this prior, and it is unlikely that this would be the cause. We currently have our engineering team looking into this, to see if there are any trends, and to pinpoint the issue you're experiencing accurately. We appreciate you letting us know what happened with the technician visit, and I will be passing along the notes regarding what he stated.
Thanks,
Remy
Recent Outage Log
Date Time Duration
8.28 6:48 Pm PST 2 Mins
8.30 12:40 Pm 3 Mins
8.31 4:35 Pm 9 Mins
9.3 4:38 Pm 8 Mins
