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Connection drops intermittently

lcregger
Freshman

Connection drops intermittently

For the last two months, I have been experiencing dropped connections on my Gen 5 system.  These routinely occur during the daytime:

a) after 6 a.m.

b) occur about every 5-7 minutes

c) only last about a minute or less.  

d) rebooting the modem has NO effect. 

While it is a nuisance while working on the internet, it makes my telephone next to useless.  Once the sat connection is dropped, the phone goes dead interupting any conversations in progress.

 

Any ideas to correct this would be greatly appreciated!!

 
 
2 ACCEPTED SOLUTIONS

Accepted Solutions
Liz
Moderator
Moderator

Re: Connection drops intermittently

Hi lcregger,

 

Thank you for your patience while the engineers investigated your case. They would like to get a hold of your modem and ATA for debugging, as they aren't able to reproduce the same issue on their lab equipment. I will have replacement equipment shipped at no cost to you, but I will also email you special return labels so that our engineers get your equipment.

 

Your cooperation, patience, and understanding are much appreciated.

 

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.

View solution in original post

Liz
Moderator
Moderator

Re: Connection drops intermittently

Good morning lcregger,

 

I see the equipment arrived at your location last week. Have you been able to give them a spin?

 

 

 

 

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.

View solution in original post

29 REPLIES 29
GabeU
Distinguished Professor IV

Re: Connection drops intermittently

@lcregger

 

A few things to try and/or make sure of....

 

If you have the modem plugged into a power strip or surge protector, please try plugging it directly in to an outlet to see if it makes any difference.  Also, please make sure that the power plug going into the back of the modem is not loose.  Please be careful with this plug, as it is delicate.  In addition, please make sure that the coax connector at the back of the modem is finger tight.  It doesn't need to be any tighter than this, but it shouldn't be loose.  

 

In the meantime, if you do not normally do so, please make sure to leave the modem plugged in, as the reps may need to run remote diagnostics on your HughesNet equipment and the modem will need to be powered in order for them to do so.  

 

The reps are on M-F from approximately 8AM to 5PM EST, though it may take them a day or two to reply.  

 

@Liz

@Amanda


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
lcregger
Freshman

Re: Connection drops intermittently

a) Modem is plugged directly into wall outlet.

b) Both power plug and coax are snugly connected to modem.

c) Modem stays on 24/7 unless I am in the process of re-booting the modem.

 

No difference noted in modem dropping out intermitently during the day.

Thanks for your response!

 
GabeU
Distinguished Professor IV

Re: Connection drops intermittently

@lcregger

 

Thanks for checking those things.  This is definitely something the reps will have to help with.  Hopefully they'll reply tomorrow.  Smiley Happy  


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
Liz
Moderator
Moderator

Re: Connection drops intermittently

Hi lcregger,

 

I'm glad you found the community, thank you for posting. Your clear and concise answers help a great deal. I ran diagnostics on your site to check on the equipment, and so far everything looks to be in working order. So that I may review your state code history from the modem, please don't reboot the modem. 

 

I also want to make an adjustment to your modem to see if it will make a difference in the frequency of disconnects. Please let me know when you're done using the internet, as the adjustment will disconnect you from the internet briefly.

 

Your cooperation, patience, and understanding are much appreciated.

 

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.

lcregger
Freshman

Re: Connection drops intermittently

I will not use the internet or modem till I hear from you, that it's OK to use it once again!

Thanks for your assistance.

 
Liz
Moderator
Moderator

Re: Connection drops intermittently

Thanks, I've done the adjustment. Let me know how it works.

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.

lcregger
Freshman

Re: Connection drops intermittently

Will do!

It will probably be tomorrow morning before I know for certain if you've made a difference.

Once again,

Thank You!

 
lcregger
Freshman

Re: Connection drops intermittently

Liz,

I can notice a bit of an improvement but there is still a problem with the connection being dropped momentarily.  It is not very noticeable while on the internet, but it still drops phone calls after a few minutes.  I can immediately re-connect on the phone call now, rather than having to wait 30-60 seconds.  In other words, the disconnect timeframe is shorter.

 

The VOIP has been very reliable until shortly after Thanksgiving which is when the dropped connections started, if that might help.

Thanks again for the assistance.

 
Liz
Moderator
Moderator

Re: Connection drops intermittently

Good morning lcregger,

 

Thank you for the feedback and the additional information, this certainly helps. I've sent this up to engineering for their assistance, perhaps they can see something I can't or know of something else that could be affecting your system. We'll post back once we have any news or additional questions.

 

Your cooperation, patience, and understanding are much appreciated.

 

 

 

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.