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3.1.1 cable error; connect lost every time the temperature drops

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Freshman

3.1.1 cable error; connect lost every time the temperature drops

Hello. We've been dealing with an issue intermittently for several months now. When the temperature drops below a certain point (usually below freezing), our internet will go out. This occurs regardless of the weather; in fact, it's beautiful here today, but cold, and we haven't had a connection since way early in the morning. The diagnostic page says we have a 3.1.1 error, something about a cable issue. And, of course, we've tried all the other steps (restarting the router, ensuring everything is connected properly). A tech was sent out back in November. He said he tightened everything up on the outside, but the issue persists. Anyone got any advice? This is getting pretty old.
8 REPLIES 8
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Distinguished Professor III

Re: 3.1.1 cable error; connect lost every time the temperature drops

The 3.1.1. error is "satellite cable appears to be unplugged or broken."  Since it happens when the weather is cold, the low temperature may impact the cable in some way.

 

If you've checked that all cables are finger tight, you may need a new cable. The HN staff on this site will not be back until Tuesday, and hopefully they will have an answer for you then.

 

 

cbhaga01 wrote:
Hello. We've been dealing with an issue intermittently for several months now. When the temperature drops below a certain point (usually below freezing), our internet will go out. This occurs regardless of the weather; in fact, it's beautiful here today, but cold, and we haven't had a connection since way early in the morning. The diagnostic page says we have a 3.1.1 error, something about a cable issue. And, of course, we've tried all the other steps (restarting the router, ensuring everything is connected properly). A tech was sent out back in November. He said he tightened everything up on the outside, but the issue persists. Anyone got any advice? This is getting pretty old.

 

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Associate Professor

Re: 3.1.1 cable error; connect lost every time the temperature drops

It's highly likely that the terminal has corroded, or the cable is corroded...  Don't think just tightening cables will fix corrosion issues.  Tommorow I am sure one of the reps will schedule a site visit to have the cable inspected and replace any faulty components.

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Freshman

Re: 3.1.1 cable error; connect lost every time the temperature drops

Thanks for the replies maratsade and C0RR0SIVE. This is my first time on here, so is there anything I need to do?
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Distinguished Professor III

Re: 3.1.1 cable error; connect lost every time the temperature drops

I think you just need to wait until a HN employee replies. It's MLK Day tomorrow so it's likely they won't be around, so you'll probably get a reply on Tuesday.  (EDIT: turned out this was wrong, as they're here today....)

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Distinguished Professor IV

Re: 3.1.1 cable error; connect lost every time the temperature drops

@cbhaga01 

 

Also, just in case you normally don't, make sure to leave the HughesNet modem plugged in so that when the reps return they can run remote diagnostics on your HughesNet equipment.  They'll be able to see more deeply into what's going on.

 

Along with what Corrosive has intimated, it's possible that water has gotten into a fitting.  They're normally water tight as well as having a grease in them that helps fight moisture getting in, but things can happen.  


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Moderator
Moderator

Re: 3.1.1 cable error; connect lost every time the temperature drops

Hello cbhaga01,

 

I'm glad you found the community, thank you for posting. 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: Thursday, Jan 23, 2020 between 11:00 AM-02:00 PM. 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

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

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Freshman

Re: 3.1.1 cable error; connect lost every time the temperature drops

Thanks Liz (and everyone else)!  I sincerely appreciate the responses.  Thursday will work just fine.

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Moderator
Moderator

Re: 3.1.1 cable error; connect lost every time the temperature drops

Good morning cbhaga01,

 

Just following up on your site and I see that since Thursday there haven't been any out of the ordinary state codes reported. The system appears to be working normally now. If you have any other concerns, feel free to drop by the community again.

 

Thanks,

Liz

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.