Forum Discussion
Is the system currently down?
Good morning olympicfarmer,
Thanks for posting and providing all this information, it helps. I just ran diagnostics and despite the weather at your gateway being fine, I'm unable to communicate with your modem. Let's replace it and see if we can get you back online. I'm shipping you a complimentary modem, please expect it in a few days. Here are instructions on how to replace your modem. You can use the box in which the new modem arrives to return the old one; there's a return label in the outer pouch.
I owe you a very big "Thank You"
The modem arrived today, so we are back up and running. It set itself up automatically, and appears to be working just fine.
My wife sincerely appreciates having our connection back for Xmas. I hope you enjoy a wondeful holiday.
Good morning olympicfarmer,
Thanks for posting and providing all this information, it helps. I just ran diagnostics and despite the weather at your gateway being fine, I'm unable to communicate with your modem. Let's replace it and see if we can get you back online. I'm shipping you a complimentary modem, please expect it in a few days. Here are instructions on how to replace your modem. You can use the box in which the new modem arrives to return the old one; there's a return label in the outer pouch.
When I first called two days ago, I asked specifically if they could read a fault message from my modem. He said no, because of the light rain over Roseburg.
But when I just now spoke to tech support, he said they could always see the fault message, but wouldn’t confirm it until the gateway had sunny skies.
Now it’s three days later, xmas is here, and we’ll have no internet all week while I wait for the replacement modem - that they could have shipped on Friday!
The posts in this community all share a general frustration. Mine is from a lack of straightforward diagnostics from the first call, which has resulted in a very un-merry Xmas.
Thank you for sending the replacement. I just sincerely wish the very first call (that provides the exact same info) would have put it in shipping so we’re not totally cut off over the holiday.
Must Hughesnet users do so because of living in remote locations, so it’s a vital utility.
Unfortunately, phone support is often very basic, and some agents may not have the experience or knowledge that other agents in the same department do, so while one may know where to look or how to look at more involved areas of the modem, others may not. The phone reps also have a tendency to use terms that may not always translate or be correct for the particular situation. Though I normally don't like to speculate, the fault message the person was referring to may just have been a message showing the present inability to communicate with the modem. The reps here, however, like Liz, are corporate reps and much more experienced. They know exactly where and how to look, as well as decipher what they're seeing.
Your frustration with not having internet around Christmas is very understandable. :(
