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
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.  :)

    • Liz's avatar
      Liz
      Moderator
      5 years ago

      Good morning Lschwen,

       

      I'm glad you found the community, thank you for posting. Happy to see you working with Gabe on your concerns.

       

      After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering.

       

      Your dispatch is currently scheduled for our earliest available slot: Wednesday, Apr 1, 2020 between 08:00 AM-11:00 AM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed.

       

      Please let us know how the site visit goes.

       

      Thanks,

      Liz

       

      • Lschwen's avatar
        Lschwen
        Freshman
        5 years ago
        Liz GabeU

        The tech just left. He adjusted the dish in all of about 5 minutes and got it back up to a 94-96% receiver strength reading, but said everything else on our network was working okay. It was the same guy that installed it for us originally (Toby) who is a really nice guy. He said most likely the wind knocked it out of alignment but tightened everything down to make sure it would stay put.