Forum Discussion

Lschwen's avatar
Lschwen
Freshman
5 years ago

System light out on modem, no internet

Today our internet stopped working suddenly. We had a wind storm come through the area, so I am not sure if the dish got moved from that or not. It appears in the same area as it was previously. Every...
  • GabeU's avatar
    GabeU
    5 years ago

    Lschwen 

     

    Though it's possible that there is some type of intermittent issue going on right now at your gateway (mine was off and on for a couple of hours last night, but fine now), it's also possible that there is a genuine issue.  If it doesn't come back up and start working like normal, the reps will likely have to help you with this.  They're on M-F from approximately 9AM to 6PM EST.  They usually reply within a day, but right now they are very busy due the crisis, so it can take them a little longer than normal.  

     

    You can try calling 866-347-3292 again, but as you've likely discovered, they are extremely busy as well, and the wait times are very long.  :(

     

    If, in the meantime, you're able to again access the System Control Center, try to see what it says for you Satellite Receive Signal Strength in the WAN Info box on the lower left of this page.  If it's below 70 or so, it would likely indicate that your dish did in fact move, and will probably need to be re-pointed, but only the reps can say for certain.  

     

    If it doesn't start working again, I would be sure to leave the modem plugged in tomorrow so that the reps can run remote diagnostics on it, which they will likely try when they see your post.  

     

    Liz  Damian 

GabeU's avatar
GabeU
Distinguished Professor IV
5 years ago

Lschwen 

 

Though it's possible that there is some type of intermittent issue going on right now at your gateway (mine was off and on for a couple of hours last night, but fine now), it's also possible that there is a genuine issue.  If it doesn't come back up and start working like normal, the reps will likely have to help you with this.  They're on M-F from approximately 9AM to 6PM EST.  They usually reply within a day, but right now they are very busy due the crisis, so it can take them a little longer than normal.  

 

You can try calling 866-347-3292 again, but as you've likely discovered, they are extremely busy as well, and the wait times are very long.  :(

 

If, in the meantime, you're able to again access the System Control Center, try to see what it says for you Satellite Receive Signal Strength in the WAN Info box on the lower left of this page.  If it's below 70 or so, it would likely indicate that your dish did in fact move, and will probably need to be re-pointed, but only the reps can say for certain.  

 

If it doesn't start working again, I would be sure to leave the modem plugged in tomorrow so that the reps can run remote diagnostics on it, which they will likely try when they see your post.  

 

Liz  Damian 

  • Lschwen's avatar
    Lschwen
    Freshman
    5 years ago
    Right I know sometimes even just an inch or two is enough to mess up the reception. I have power cycled the modem twice with no change. I am going to leave it alone for now and will try to access the system control again later this evening.

    We usually only have intermittent problems when it is extremely cloudy/rainy and through severe storms, but this is the first time in a year we have had a problem like this. I used to work in IT so I've done the standard network troubleshooting with no luck, which is why I'm now reaching out...because it seems to be outside my own ability to fix.
    • Lschwen's avatar
      Lschwen
      Freshman
      5 years ago
      Okay so I was able to get into the system control center finally. Satellite receive signal strength is bouncing to as low as 13 and highest I've seen it get to was 68 (and everywhere in between over the course of the last few minutes...but seems to be steady in the 60s for the most part). Also, minimal wind outside right now. Below are what the current readings displayed:

      System summary
      State code 12.7.2 - transmit problem has occurred.
      Summary operational status - down
      Usage remaining - not available

      System status
      Satellite receive status - up
      Satellite transmit status - down (12.7.2)
      LAN status - up 100M FD
      IP gateway association status - associating...
      TCP acceleration - down
      Web acceleration - up
      Suspension state - not suspended
      Software download state - up to date

      WAN
      Satelite receive signal strength - 65
      Data packets received - 0
      Control packets received - 349718
      Bursts transmitted - 904
      Packets transmitted - 35

      Wi-Fi
      Packets received - 10876
      Packets transmitted - 10390
      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        5 years ago

        Lschwen 

         

        That's not good.  A 12.7.2 State Code is usually indicative of a problem due to weather at either your gateway or your own location.  It's still possible that something else is going on, like some kind of system issue at your gateway, but from the sound of it it's more likely that your dish is moving around.  Once a rep gets involved and runs their diagnostics, they should be able to tell for sure.

         

        Just in case, if you know where your gateway is you can check the weather at that location to see if it currently is or had been bad.  If you don't know where it is, the instructions for finding it are here.  It's the personal website of a longtime Community member (CORROSIVE).  It can take a bit longer than other websites to load.  Though I don't really think the problem is due to weather at your gateway, it might be worth it to take a look, just in case.