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It's back! HN7000s Bonus Zone Troubles

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sli-er_15
Sophomore

It's back! HN7000s Bonus Zone Troubles

The last time it happened I thought it was due to high congestion due to Covid restrictions. Now the same thing is happening about the same time as last year. I'm guessing it has something to do with the DST changing because it started about the same time the clock changed. 
The System Status shows "green" even though I have no connection. I've tried rebooting the modem multiple times, checking the dish alignment (signal 89-91, ACP comes back low 70s to low 80s each time) and Force Ranging. I even tried tearing down the turbopage. The connectivity tests, for the most part, come back fine even when I had no connection. The NOC test fails every once in a while even during the day. None of those have worked in getting a connection. I've included screenshots from different evenings when the problems occurred.Screen Shot 2022-03-22 at 11.39.15 PM.jpegScreen Shot 2022-03-23 at 11.59.59 PM.jpegScreen Shot 2022-03-25 at 11.19.55 PM.jpegScreen Shot 2022-03-25 at 11.20.08 PM.jpegScreen Shot 2022-03-29 at 11.16.30 PM.jpegScreen Shot 2022-03-29 at 11.18.49 PM.jpegScreen Shot 2022-03-29 at 11.53.27 PM.jpeg

11 REPLIES 11
Liz
Moderator
Moderator

Hi sli-er_15,

 

Thank you for reaching out and providing all these screenshots. Please remind me as to which issue you're referring? I'm guessing from your post is you lose internet connectivity only during the Bonus Zone? And this started 2 weeks ago when we changed to DST?

 

Looking forward to hearing back.

 

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.

Slow performance? Click me!

Hello Liz,

Yes, the problem comes up during the Bonus Zone. It starts around 2/2:30 am EST and lasts for about 3 hours or a bit more at times. 

Thanks sli-er_15!

 

I've escalated your case to the appropriate folks to look into this. If I need additional details from you, I'll let you know.

 

Your cooperation, patience, and understanding are much appreciated.

 

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.

Slow performance? Click me!

Thank you Liz,

I haven't heard anything about my problem being fixed yet so, I'm guessing it's still being worked on. The drop out seems to have shortened in the last few days. The connection gets pretty slow or intermittent before and after the drop out. Everything is fine according to the modem, system status green, cross pol tests upper 70s low 80s, force ranging and connectivity test come back fine. The pings are still coming back with low or no pin gs received when it happens. When I look at the hourly diagnostic it has a lot of red Xs for DNS Acceleration [N]. Have your heard anything from the techs regarding my issue? Thank you.
Screen Shot 2022-04-07 at 12.08.00 AM.jpegScreen Shot 2022-04-07 at 12.09.15 AM.jpeg

Good morning sli-er_15,

 

Got another team looking into this for you. They'll reach out to you to troubleshoot. I'm on their email chain and will follow updates there, but feel free to share any feedback here too if you like.

 

-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.

Slow performance? Click me!

Thank you Liz,

I got a call earlier from a tech saying they will work on it tomorrow morning. I'm supposed to be out of town for a week so I won't be able to tell them if my issue is resolved after they work on it. I did get a name and phone number to call when I get back home. Thanks again.

Wonderful! Glad you got a direct contact. We're here if you need us. I'll keep this thread open for you just in case.

 

-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.

Slow performance? Click me!

Hi Liz,

Thank you for keeping this open for me. I've got some good news and some bad news lol.

The good news is the DNS issue has been addressed. The bad news is I can't for the life of me find the phone number to call to report the problem I've been having. Our connection worked fine for a while but the same problem has come up since. Again, everything looks fine in the System Control Center but, occasionally the test to the NOC center fails and even when it goes through fine my connection is dead or very slow during the Bonus Zone. Also, the connection seems a bit slower during the day too when using our allotted FAP. It's getting a bit annoying trying to do anything online during the Bonus Zone.

 

Screen Shot 2022-05-29 at 1.53.44 AM.jpegScreen Shot 2022-05-29 at 2.03.03 AM.jpeg

Good morning sli-er_15,

 

Thank you for this update! I've sent this along to the team that assisted you last time and asked for the number. I'll PM it to you when I get it.

 

-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.

Slow performance? Click me!

Hi sli-er_15,

 

I'm still waiting on the info for you, I'll let you know once I get the number.

 

Your patience and understanding are much appreciated.

 

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.

Slow performance? Click me!

Hi, please check your PMs, I've sent you the contact details.

 

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.

Slow performance? Click me!