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 

Lschwen's avatar
Lschwen
Freshman
5 years ago
Ironically, as soon as I posted that last message, the system light came back on and internet is working again. Satellite receiver strength still shows in the 60s, and data is throttled (we are in fair use mode currently), but internet is actually functioning at this time.

So the main issue seems to have resolved itself with just time. I appreciate the response though. If we continue to have further issues I will see about getting a tech to come out to try to repoint the radio. But as of right now it seems to be receiving well enough as it has been.
  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    5 years ago
    Lschwen wrote:
    Ironically, as soon as I posted that last message, the system light came back on and internet is working again. Satellite receiver strength still shows in the 60s, and data is throttled (we are in fair use mode currently), but internet is actually functioning at this time.

    So the main issue seems to have resolved itself with just time. I appreciate the response though. If we continue to have further issues I will see about getting a tech to come out to try to repoint the radio. But as of right now it seems to be receiving well enough as it has been.

    That's good news!  I hope it continues to work as it should.  The reps may very well run diagnostics anyway, just to be sure, but if they see anything amiss I'm sure they'll reply to let you know, and may even do so to let you know it's fine, as well.  :) 

    • Lschwen's avatar
      Lschwen
      Freshman
      5 years ago
      I appreciate the input from you again, also thanks for that link to the gateway location info. Mine is in Billings, MT, which showed no weather issues in that area, but that is a great tool to have.
      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        5 years ago

        Lschwen 

         

        You're very welcome.  :)