Forum Discussion

kaidog's avatar
kaidog
Freshman
6 years ago

Slow, dropping connection, state code 12.9.1

Hello everyone!

We have noticed that our connection speeds have degraded precipitously. I thought it might be weather until this week, when our skies have been clear and lively. I opened our HT2000W modem and noticed I was getting the 12.9.1 state code. The hourly diagnostics were indicating problems with Web Acceleration/Uplink. I think that explains the many response timeouts we have been getting.

I’ve tried everything I can think of to reset the modem, including ...

- rebooted the modem using the reset button on the box;
- rebooted the modem via the system control center in a browser window;
- hard rebooted the modem - I.e., unplugged power/coax from the modem, waited 60 seconds, then plugged in again (coax, then power),
- re-registered the modem (via the ‘Advanced config’ page),
- turned web acceleration on and off,
- reset the MBX connection.

The system resets and works for a few minutes, then the 12.9.1 uplink code reappears and it all goes pear-shaped again.

I also called Hughes twice, too. I did the same things under the direction of two of their techs. I believe the techs did some resetting on their end, too, but none of the resets are sticking.

The WiFi is working fine & LAN speed test is giving me 165-170 Mbps. I’ve tried to run a speed test at test my.net but the connection keeps dropping, so not feasible. I can’t even run Hughes’ speed test because our internet connection is so bad.

Is there anything else I can/should try? I am thinking it’s a bum modem and Hughes needs to send me a new one?

Thank you for any insight you might have!

Kaidog

Performance
  • kaidog's avatar
    kaidog
    6 years ago
    A very nice and knowledgeable Hughes tech came out yesterday morning. He adjusted the antenna and reset the modem. Download performance and signal improved. However, upload performance remained terrible. I looked at him and said, ‘Transmitter?’ He agreed it was worth a shot and popped a new radio into the dish.After nearly a month of our drops and resets and timeouts, everything is working astoundingly well. It’s like a completely new system. I think the radio must have been sputtering out for a while, even though we’ve only had the service since April.

    I really appreciate the responsiveness, particularly after the multiple runs with tech support. My 89 year mom has dementia and calls us obsessively when she is agitated, usually first thing in the morning. It was *great* to pick up the landline when she called today and talj her out of her confusion... rather than ignoring the phone & trying to call her back on my work cell, which is iffy at best in our mountainous area.

    THANK YOU Felicia for breaking the logjam. You are the best! ❤️❤️❤️❤️
  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    6 years ago

    kaidog 

     

    First and foremost, please do not use the reset button on the modem unless instructed to do so by a rep.  Doing so can cause more harm than good.  Also, please do not re-register the modem unless instructed to by a rep.  These two things are not meant to be user friendly options, and are only meant to be performed under the direction of a HughesNet representative, like they instructed you to do while on the phone.

     

    A rep will most likely want to run remote diagnostics on your HughesNet equipment, so make sure to leave the modem plugged in.  A 12.1.9 state code can have a few causes, but the remote diagnostics will help point to the next step the rep needs to take, whether it be more troubleshooting, a modem replacement or a tech visit.  

     

    The reps are on M-F from approximately 8AM to 5PM EST, though there is sometimes one on during the evening.  If you don't get a reply from one this evening, you probably will tomorrow.

    • kaidog's avatar
      kaidog
      Freshman
      6 years ago
      I’m sorry if I wasn’t clear, but I DID do those things under the direction of a rep. Twice. Two different reps.

      • kaidog's avatar
        kaidog
        Freshman
        6 years ago
        It’s quite frustrating. I was on the phone with them for over two hours. The first rep had me do all the resets and re-registration. Then the line dropped and no one called back. I had to call Hughes back and start over with a second rep. He did diagnostics and resets on his end, after which my system hung for a half-hour while he told me to just wait, it would come back. After 30 minutes on hold, he had me unplug and re-plug everything and assured me it would be fine. As soon as I got off the phone, dead again.

        I’m *not* thrilled with Hughes. I’m considering paying the early termination fee and dumping them completely. We don’t stream media, and frankly I get better internet from my Verizon phone.