Modem issue

[ItsJustin]

Hello my Wi-Fi went out today it has been out for 5 hours the system, receive and transmit lights are not on tried turning router on and off can’t get it to work 

[maratsade]

Leave your modem plugged in. The reps on this site can attempt to contact remotely to see if they can run diagnostics, and then they will reply to you with next steps. 

[Damian]

@ItsJustin

Thankyou for reaching out to us and I am sorry to hear his. Please private message me the phone number associated with your account and I will look into what could be causing this. You can send a private message by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 . -Damian 

[Damian]

ItsJustin,

Thank you for providing that info. I was able to locate your account in the system.  The weather at your location and gateway seems to be clear which rules out a weather issue. If possible, could you check to make sure the coaxial cable is still screwed snuggly into the modem. If it is, and your dish is on the ground, can you also check to make sure there are no obstructions to the dish or line of site and that the cable is screwed in snuggly?  -Damian 

[ItsJustin]

Checked the connections they are All tight and there is no obstructions around dish

[Damian]

ItsJustin,

Thank you for letting me know this. Are you using your own router in conjunction with the Hughes supplied HT3000W modem or just our modem? -Damian 

[ItsJustin]

It is the Hughes ht3000w

[Damian]

@ItsJustin,

If you can one more time, unplug you modem directly from the power outlet for 30 to 60 seconds to allow the modem to fully reset. You will need to wait another full 2 minutes after plugging it back in. Please update me after that and we can explore other steps. Thank you for your patience while we troubleshoot this. -Damian

[ItsJustin]

Did the reset still not working system receive and transmit lights are still not on 

[Damian]

ItsJustin,

I see. The last step is to identify exactly what is happening to the service and to do so we will need to obtain the state code. If you see lights on the modem where "WiFi" or "LAN" are labeled, you will be able to access the modem's control center. This is where we will be able to locate the state code. To do this, open any browser you would like on a computer or device connected to your HughesNet modem. In the address bar at the top of the page, type in 192.168.0.1 or systemcontrolcenter.com. This will populate the control center for your modem. At the top of the page, please click on the "System Status" link. The next page will load where the state code will be displayed in the first information box. Your state code should be in a format such as "0.0.0" -Damian 

[ItsJustin]

The state code 3.1.1

[Damian]

ItsJustin,

This state code is usually due to the coaxial cable in the back of the modem being loose or damaged. In order to replace that whole wire it would require a tech to come out. Before we do that, you can try unscrewing the cable from the back of the modem and checking for a bent pin. After that you can screw it back on tightly and see if that changes anything. If not let me know.  -Damian 

[ItsJustin]

Checked the pin there isn’t a bend 

[Damian]

ItsJustin,

Ok, it sounds like we are going to need to send a technician out. Please private message me the best dates and times that work best for you. I will follow up with more dispatch details through there. You can send a private message to me by clicking this link https://community.hughesnet.com/t5/notes/composepage/note-to-user-id/76644 . If you would instead like to speak with a representative over the phone while scheduling this appointment please call 1-866-347-3292. -Damian