Modem issues HT2000w

[Nanaboo1]

I just had my service installed today. Everything was great, but after I finished cooking and went back....it states that I am not connected to WiFi...I them noticed that the lights on the modem are going off for several minutes at a time and only stays on seconds when it does come on. I have unplugged it several times. I see a reset button on the back, but wasn't sure if I should try it not knowing what I may have to do past that point. Any help would be greatly appreciated 🙏

[GabeU]

@Nanaboo1 

Definitely don't use the reset button on the back of the modem, as a modem reset can actually make things worse if it's done improperly or in the wrong instance.  A modem reset should only be done under the instruction of a HughesNet rep, and then only in the manner they instruct. 

Though there is occasionally one on during the evening, the reps are normally on M-F from approximately 9AM to 6PM EST.  They usually reply within a working day, so you should hear from one tomorrow.  Make sure to leave the modem plugged in so that the reps can run remote diagnostics on your HughesNet equipment if they deem it necessary, which they very likely will.  Hopefully it's something that they can fix remotely.  🙂 

@Liz @Damian 

[Nanaboo1]

Got cha!! I'm not touching anything 😂

[Damian]

@Nanaboo1,

Thank you for reaching out to us and welcome to the community. I am sorry to hear you are experiencing this. Because we do not currently have communication with your modem remotely, we will need a little bit of help from your end if that is ok with you. Once we have this, we can provide the correct assistance for this issue. 

In order to find out what is happening to the service, 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". Once you find your specific state code, please post it here so that we can continue with the next troubleshooting steps. 

-Damian 

[Nanaboo1]

Hi Damian,
There isn't a device directly plugged into the modem. I have a Chromebook and no compatible cord to hook it up to the modem. We tried using the cellphone, but the lights only stay on 4-5 seconds and so it's not enough time to load any information.

[Nanaboo1]

Hi everyone 👋👋👋
I talked with a guy on the phone because the lights weren't staying on, on the modem to populate the state code...after exhausting their possible ways to assist me, they are sending another modem. Thank you for all of your support and generosity.

[GabeU]

@Nanaboo1 

I'm glad you were able to get through and get what you needed.  🙂