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Modem not responding to reset

Ohagenhoff
New Poster

Modem not responding to reset

Internet service is out. The only lights on my modem/router are the power and WiFi, no other lights are on. I have unplugged it and reset it several times, still no internet. I have been out of service for 5 days and still unable to communicate with any service or support person.
4 REPLIES 4
maratsade
Distinguished Professor III

Re: Modem not responding to reset

The HN staff on this site will not be here until Monday, so if you can't get through to anyone else, you will need to wait till then.  Phone and chat support are available 24/7,but wait times are increased due to the virus crisis. You may want to try calling after midnight to see if you can get through. 

GabeU
Distinguished Professor IV

Re: Modem not responding to reset


@Ohagenhoff wrote:
Internet service is out. The only lights on my modem/router are the power and WiFi, no other lights are on. I have unplugged it and reset it several times, still no internet. I have been out of service for 5 days and still unable to communicate with any service or support person.

If by "reset" you're referring to the actual reset button, this action should only be performed under the instruction of a HughesNet rep, and then only in the manner they instruct.  

 

Performing a reset incorrectly or at the wrong time can actually cause more harm than good.


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Liz
Moderator
Moderator

Re: Modem not responding to reset

Hello Ohagenhoff,

 

I see it's your first post here, so welcome to the community! I was able to pull up your account and run diagnostics. I'm unable to access your modem, so let's get it replaced and see if that gets you back online. Please expect the replacement modem to arrive soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch.

 

-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.

Liz
Moderator
Moderator

Re: Modem not responding to reset

Good morning Ohagenhoff,

 

Just following up on your site, I see you're back online now! If you have any other concerns, feel free to drop by the community again. Have a good weekend!

 

-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.