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Intermittent System Disconnects

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WAWaters
Freshman

Intermittent System Disconnects

I have been having intermittent disconnects for the last several weeks. I didn't think much of it until a few days ago and it really began to bother me. I called for tech support and they seemed to think I was having slow browsing speeds and didn't listen to what I had to say. My Case ID is 108175939 for that service call.

 

I have been monitoring my system via the Systems Control Center and have see that I have had quite a few Uplink errors, I have added pictures of some of the errors and with the state codes I have been seeing. It isn't so bad now as I just started using my computer, it tends to be almost all red if I am on for a prolonged period of time. As you can see in the second picture 5AM was all red, noone in my household was awake or even using any devices at that time this morning.

 

It doesn't matter if we have the modem connected via the router or straight into a PC, it has uplink problems regardless. I have tested both scenarios, I disconnected my router and hooked my PC directly to my modem for a 3 hour span and did what I normally do on my computer and it had the same effect as if it was connected via the router.

 

I do play Online Games, but being as I have done so since I got this service in June of 2015, and this is the first time having these issues, I do not beleive that to be the cause.

Uplink issue.PNGUplink Issue 2.PNGState Codes.PNG

Thank you,

Lawrence

 

46 REPLIES 46

Great! Our installations specialist is shipping one out there for them to install. Once they receive it we will get the visit set up. ~A

Sounds good.

 

Thank you,

Lawrence

Just had the tech swap out the part, it seems to recover faster from the uplink issues than the last part, however it is still problematic. Here is the Current Hour History of the last hour since the technician left:

 

02-18 Hourly History 1450-1545.PNGHe left at 1448 PST today, I took the screencap at 1548 PST today. 

 

Thank you,

Lawrence

Lawrence- we haven't forgotten about you, just wanted to reach out and let you know I should have a new development soon.  

 

~Amanda

On a side note, since the replacement has been installed for a while now, have you noticed anything new going on? Has the issue been the same, worse, better? ~Amanda

It seems to be just as bad, sometimes it almost seems like it recovers a little quicker from the disconnects since the part was replaced. But I cannot be sure, as I had to reload this page before submitting it because the net cut out when I clicked reply originally and it took several minutes of attempting to load to then tell me the page could not be found due to network problems and I had to refresh it. So, as it stands now, it mostly seems unchanged.

 

Thanks,

Lawrence

Thank you Lawrence - our engineers have been doing adjustments daily to alleviate this, but I know it is not a permanent fix. I do have good news, though. Please check your PMs for more info. 

 

~Amanda

Hi Amanda,

 

Just giving an update for you. I just got home and this is my hourly report for the last hour. For context, nobody was home nor using any devices that utilize the internet and the following  errors occured.

 

03-09 hourly 2000-2100.PNG

 

Thank you,

Lawrence

Hi Lawrence, today there were 2 more engineers put on the case. They are saying this is a unique situation now, since the updates were already done. Another customer on your same beam appears to be operating fine. I will send you any updates as I have them.

 

Thank you

Amanda

Thank you, I anxiously await the next update.

 

Thank you,

Lawrence

Hi Lawrence,

 

We received an update after this was escalated past both those teams to the Senior Director of Software Engineering who recommended we swap out the modem. I think we were all assuming the modem had already been swapped out because we'd sent the tech out twice, but in reality we did not tell them to change the modem.

 

He states the uplink errors are actually stemming from a loss of downlink (receive) signal, which is brief, but it seems to be creating a snowball effect. The modem will be expedited and should be there in a couple of days. 

 

Thanks,

Amanda

Thank you, hoping this works!

 

Lawrence

Hi Lawrence,

 

Just wanted to check in, I see the box hasn't made it to you. I'm not sure if its a delay in our warehouse or a weather delay, but you should receive it soon. 

 

Thanks

Amanda

Hi Amanda,

 

It came in today and I installed it as soon as I got home. It is significantly better, but still not 100%. I have added a screenshot of the full hour after the install finished.

 

Current Hourly History 03-22 1700-1755.PNG

I will continue to monitor on my end, but it still is not fully fixed.

 

Thank you,

Lawrence

Hello - great! Did you lose connectivity at all or is it just that one 5 minute interval?

It got progressively worse over the next couple hours. I didn't think to take a screenshot, but right before I went to bed last night about half of the 5 minute intervals were Red Xs for the last hour I was monitoring.

 

Thanks,

Lawrence

Hi Lawrence - I think something else is at play here. I'll call the engineer on the case tomorrow to review your system with him. 

 

~Amanda

Thank you for your help Amanda.

 

Lawrence

Hi Amanda,

 

Haven't heard anything in a week and the disconnects continue. Has there been any movement on this issue?

 

Here is the current Hourly History that I just checked on. Haven't been very active this hour as I was bouncing back and forth to my computer to put my kids to bed. But there were a couple drops there. There are more than just the ones shown, but they don't seem to be long enough to pop up on the Hourly History for some reason.

 

Current Hourly History 04-02 2030-2125.PNG

Hope to hear something soon.

 

Thank you,

Lawrence

Lawrence, I haven't been provided any updates or further instructions. I'll pick up the phone today and call up the engineers on the case. ~Amanda

Thanks Amanda, I eagerly await an update. Here is my current hourly history, as you can see it has gone back to looking as it did prior to the modem switch:

 

Current Hourly History 04-05 1905-2005.PNG

 

Thank you,

Lawrence