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kaidog's avatar
kaidog
Freshman
7 years ago
Solved

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 HT2000...
Performance
  • Liz's avatar
    Liz
    5 years ago

    Hi,

     

    Just popping in to say that if the state code is anything other than 0.0.0, which indicates that the system is running healthily, the self-diagnosis function on the app will have some sort of dialogue message. 

     

    There are... a lot of state codes so there can be many reasons why the message will suggest calling in.

     

    -Liz

kaidog's avatar
kaidog
Freshman
7 years ago
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I realize my wording wasn’t clear. I’m entering this on my Verizon phone because I can’t wait for an indeterminate amount of time for Hughes page to maybe load (but probably not).

Also, you might take up your ‘don’t do that’ scolding with Hughes’ we sit content developers. For example, they advise frustrated customers like myself to use the reset button. Perhaps they need to correct their content... I do UX design and typically it’s a Bad Idea to tell users to take an action that degrades their system.

https://www.hughesnetinternet.net/reset-your-hughesnet-modem/
GabeU's avatar
GabeU
Distinguished Professor IV
7 years ago
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kaidog wrote:
I realize my wording wasn’t clear. I’m entering this on my Verizon phone because I can’t wait for an indeterminate amount of time for Hughes page to maybe load (but probably not).

Also, you might take up your ‘don’t do that’ scolding with Hughes’ we sit content developers. For example, they advise frustrated customers like myself to use the reset button. Perhaps they need to correct their content... I do UX design and typically it’s a Bad Idea to tell users to take an action that degrades their system.

https://www.hughesnetinternet.net/reset-your-hughesnet-modem/

It wasn't a scolding.  It was a warning to keep you safe.  And I agree with your example of the site, as not only does it not give any reason for the instructions, it also does not give the proper procedure for doing so.  That site contains the kind of instructions that will get someone in trouble, and I will be sure to let them know that it should be addressed.

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dropping connection, state code 12.9.1","id":"message:108632","revisionNum":1,"repliesCount":10,"author":{"__ref":"User:user:71091"},"depth":0,"hasGivenKudo":false,"board":{"__ref":"Forum:board:TechSupport"},"conversation":{"__ref":"Conversation:conversation:108632"},"readOnly":true,"editFrozen":false,"moderationData":{"__ref":"ModerationData:moderation_data:108632"},"body@stripHtml({\"truncateLength\":200})":"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 HT2000...","body@stringLength":"1718","rawBody":"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

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kaidog wrote:
I realize my wording wasn’t clear. I’m entering this on my Verizon phone because I can’t wait for an indeterminate amount of time for Hughes page to maybe load (but probably not).

Also, you might take up your ‘don’t do that’ scolding with Hughes’ we sit content developers. For example, they advise frustrated customers like myself to use the reset button. Perhaps they need to correct their content... I do UX design and typically it’s a Bad Idea to tell users to take an action that degrades their system.

https://www.hughesnetinternet.net/reset-your-hughesnet-modem/

It wasn't a scolding.  It was a warning to keep you safe.  And I agree with your example of the site, as not only does it not give any reason for the instructions, it also does not give the proper procedure for doing so.  That site contains the kind of instructions that will get someone in trouble, and I will be sure to let them know that it should be addressed.

","body@stringLength":"1351","rawBody":"
 wrote:
I realize my wording wasn’t clear. I’m entering this on my Verizon phone because I can’t wait for an indeterminate amount of time for Hughes page to maybe load (but probably not).

Also, you might take up your ‘don’t do that’ scolding with Hughes’ we sit content developers. For example, they advise frustrated customers like myself to use the reset button. Perhaps they need to correct their content... I do UX design and typically it’s a Bad Idea to tell users to take an action that degrades their system.

https://www.hughesnetinternet.net/reset-your-hughesnet-modem/

It wasn't a scolding.  It was a warning to keep you safe.  And I agree with your example of the site, as not only does it not give any reason for the instructions, it also does not give the proper procedure for doing so.  That site contains the kind of instructions that will get someone in trouble, and I will be sure to let them know that it should be addressed.

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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.

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