Forum Discussion
Transmit / Uplink Problem
My Hughes system has started having transmit problems (state code 12.1.9) today. I rebooted the HT2000W modem once, when we lost internet access all together, and it helped to clear the problem for ab...
David,
You are currently on our older Gen4 Power Pro plan, which is advertised at speeds of up to 10mbps download and up to 2mbps upload. Our Gen5 plans are where we offer 25mbps down and 3mbps up, and I'd strongly recommend calling in to 1-866-347-3292 for more information on a possible upgrade to it!
Thanks,
Remy
Here's a Monday morning update on my situation. The transmit / uplink problem has continued unchanged all weekend, and the State Code Monitor shows it out of commission about as much as it is working. Email only sends and receives sporadically. No change from daytime to night time. Line of sight to the satellite is clear, and the receive signal strength remains strong. I power cycled the modem on Sunday morning, rather than rebooting from the App. That had no impact on performance. The modem AC adapter is plugged into a UPS, with a steady 121-123V output. I tagged my initial post for Amanda, who had helped me last time I had an issue in 2018, but it doesn't appear that she hasn't been active for Tech Support since last year. Hopefully someone else will address my post if that's true.
David,
Thank you for posting! I was able to look into your account and keep up with the errors you've been keeping track of. The normal culprit of these issues is either a Gateway issue, as maratsade and Gabe were discussing, or a general alignment issue. I looked into both, and neither seem to be an issue. In that case, the most likely issue is the equipment malfunctioning, and I've seen an influx of errors within the modem itself. I'm going to be sending you a new modem, with the fees waived. When you receive the box, it'll have a prepaid shipping label meant for return of the previous equipment. Please let us know if this new equipment resolves your issues!
Thanks,
Remy
- Thanks, Remy! Any idea how long the new modem will take to get here? And will there be instructions with the new modem, or is plug & play?
David,
It normally takes between 1-3 days from what I've experienced, so expect it by Thursday! There should be instructions on how to get the modem up and going as well.
Thanks,
Remy
