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Intermittent System Outage, Little help from customer support. All out of ideas!

Liz
Moderator
Moderator

Re: Intermittent System Outage, Little help from customer support. All out of ideas!

 

Hi Matt,

 

Thank you again for your patience. 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: Monday, May 1, 2017 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #103748888 if you need to reschedule. Please let us know how the site visit goes.

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.

Slow performance? Click me!

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Matt_Is_My_Name
Sophomore

Re: Intermittent System Outage, Little help from customer support. All out of ideas!

The techs just hit the road after being here for about 45 minutes. They replaced the radio and the modem, as well as checked the fittings at the ground block. I was told there was water inside the connector, so he cleaned it out and replaced the fittings. Although it's not clear if the water was the issue, it surely wasn't helping matters at all.

 

As of right now my signal quality is better with a deep overcast sky than it was on a clear day before. I was told the modem will be rebooting itself and doing various strange things for a couple of hours, so I will update this thread tomorrow with my results, but I will say things are already looking up!

 

Thanks for the help.

Liz
Moderator
Moderator

Re: Intermittent System Outage, Little help from customer support. All out of ideas!

Excellent, thank you for this update, Matt! I hope to hear good news from you upon your next posting. Smiley Happy

 

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.

Slow performance? Click me!

Matt_Is_My_Name
Sophomore

Re: Intermittent System Outage, Little help from customer support. All out of ideas!

Southern Ohio's springtime weather is not ideal for testing satellite connections!

 

I didn't have any issues for the most part of last night, and things still seem stable. There are some disconnects from missing keep-alive messages showing in the logs, but I'm pretty sure it's due to weather. The only outage I saw was during a 15 minute stretch of sustained 50MPH winds and a downpour so heavy I couldn't even see the ground below the window. Been gusting 50-60 for 20 or so hours now!

 

I am confident all is well, and if I have any issues I'll be sure to come here first.

 

Thanks again for your help!

Liz
Moderator
Moderator

Re: Intermittent System Outage, Little help from customer support. All out of ideas!

Yikes, those winds are crazy, stay safe! Glad to hear that the HughesNet service is doing better after the site visit, thank you for your update. We'll be here if you need us.

 

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.

Slow performance? Click me!