Forum Discussion

reluttr's avatar
reluttr
Freshman
6 years ago

Trying to set up replacement refurbished modem.

So about a week ago my modem unexpectedly stopped working. I've only had HN service for a few weeks.

 

Today I recieved the replacement refurbished unit. I followed the instructions and plugged in the coax, network, and power cabled before plugging the power supply into my surge protector.

 

Now the paper included with the modem says that the initalization process will take about 60 minutes. I noticed that the modem has lights turning on and off and its rebooting, so I just assumed this is normal.

 

About 90 minutes later I notice that I still cannot access the modem dashboard and it is still power cycling.

Here is what it does starting at a power cycle.
1. The power button is a orangeish white color, all other LED's other than WIFI are illuminated white, WIFI is not illuminated at all.
2. Power button turns pure white, all other LED's turn off.
3. After a few minutes the power LED will flash red and the entire process will start again.

I tried contacting the live chat, and outside of having me unplug the modem and wait 30 second and try again, they were unable to help. Hoping someone here might be able to help.

  • Liz's avatar
    Liz
    6 years ago

    Good morning reluttr,

     

    Thank you for the additional details. Let us take care of any repairs for you, only authorized HughesNet technicians may replace parts and repair the HughesNet equipment.  I've issued a complimentary dispatch to address your concerns. Your dispatch is currently scheduled for our earliest available slot: Saturday, Mar 16, 2019 between 8:00 AM-11:00 AM. Your assigned local dealer will reach out to you confirm the appointment, so if you need to reschedule, you can do so at that time.

     

    I hope the visit goes well and you're back online soon!

     

     

     

  • Liz's avatar
    Liz
    Moderator
    6 years ago

    Hi reluttr,

     

    I see it's your first post here, so welcome to the community! Thank you for the details, this helps. Does this behavior still persist if you plug the modem's power cord directly into a power outlet?

     

      Your cooperation, patience, and understanding are much appreciated.

     

    • reluttr's avatar
      reluttr
      Freshman
      6 years ago

      Hi,

      I have tried plugging the modem into a different outlet and it is still exhibiting the same behaviour.

      Is it normal for the router to do this during the first time setup after installing it as a replacement unit?

      • reluttr's avatar
        reluttr
        Freshman
        6 years ago

        Ok so I have a new development.

         

        If I disconnect the modem from the LNB, the modem will boot like normal and I can access the control panel.

         

        The second I reconnect the coax cable it goes back into a reboot loop.

        Tommarrow im going to try running a new Coaxal cable to the LNB and see if that fixes the issue. Maybe the issue is as simple as a defective coaxal cable.

        In the event that it is the LNB that is faulty, how would I go about requesting a replacement? Due to job restrictions it would be very difficult for me to work in the free time to meet a technician, plus the part looks very easy to just swap out without doing any re-adjustments. So being able to just do it myself like the modem replacement would be the most flexable option for me.

  • Liz's avatar
    Liz
    Moderator
    6 years ago

    Good morning reluttr,

     

    Thank you for the additional details. Let us take care of any repairs for you, only authorized HughesNet technicians may replace parts and repair the HughesNet equipment.  I've issued a complimentary dispatch to address your concerns. Your dispatch is currently scheduled for our earliest available slot: Saturday, Mar 16, 2019 between 8:00 AM-11:00 AM. Your assigned local dealer will reach out to you confirm the appointment, so if you need to reschedule, you can do so at that time.

     

    I hope the visit goes well and you're back online soon!

     

     

     

    • reluttr's avatar
      reluttr
      Freshman
      6 years ago

      Thanks! Everything is back up and running now. :)

      • GabeU's avatar
        GabeU
        Distinguished Professor IV
        6 years ago
        reluttr wrote:

        Thanks! Everything is back up and running now. :)

        Good to hear!  

         

        Did they end up having to replace the coax?