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Modem reboots.

Sophomore

Modem reboots.

Attached is my modem recycle screenshot. I've read the forum topic on this subject. It was very helpful. Nonetheless I have this to add to the topic. Tech company has come out 4 times. Modem replaced 3 times. The last trip he changed out the modem, radio and checked the cable from antenna to modem and compelled me to purchase a larger dish. It ran fine for a month. Last evening the problem started all over again. Called tech support and set up an appointment. What is really going on? What could be causing this equipment to go out? No adverse impact on any of our PCs, printers or in house electrically sensitive systems like TV etc.

The reason I attach the screenshot is that I also notice that each time the modem reboots my usage bandwidth is dropping considerably. I notice on the system status page that each time it reboots it is doing a software update ( I imagine it is a firmware recycle to go along with the modem reboot). This is a very painful experience since it has been going on for months.

 

[edited out screenshot for privacy]

 

Any help would be appreciated.

20 REPLIES 20
Distinguished Professor IV

Re: Modem reboots.

@singingfalls 

 

This is only concerning the picture itself, but you should edit out your SAN.  This is your account number, which you should never post in public.   

 

Hopefully a rep or someone else will answer soon regarding the issue you're experiencing.  With that said, still having the problem after all you've had done makes me wonder if it's a power issue.


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Sophomore

Re: Modem reboots.

The log shows frequent power cycle reboots, since this has happened with other modems, maybe check out the power socket this is plugged in to?  Is this plugged into a power strip?  Have you try plugging into a different socket and directly into a wall socket?

 

Also you will want to edit out the SAN at the top of the image.

 

@Amanda Copy you in case you can help with editing the image?

 

Edit:  GabeU posted just a moment before I did.  I did want to add I had something like this where the breaker the modem was plugged in was getting tripped.  In that case, I just lost power so it did not reboot over and over.  Changing to a different plug on a separate breaker fixed it for me.  It was being tripped by my space heater in the winter.

 

 

Distinguished Professor IV

Re: Modem reboots.


@MrBuster wrote:

Have you try plugging into a different socket and directly into a wall socket? 


Good idea.  About ten years ago I had an old breaker that was going and it was causing the electricity at a few outlets to fluctuate considerably.  One of them I had my DirecTV receiver plugged into, and it was causing some issues with it.  

 

 

 

@singingfalls 

 

Do you know if the power pack was replaced during at least one of the times they replaced the modem?


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit
Moderator
Moderator

Re: Modem reboots.

Hi singingfalls,

 

Thanks for posting and providing that screenshot, I saved it to my computer for reference. I'd like to address your concerns, so please let me start with investigating your latest dispatches on 1/29/19 and 11/28/18. The one before that on 5/20/17 appears to be your Gen 5 upgrade, not a repair visit.

 

Your cooperation, patience, and understanding are much appreciated.

Thanks,
Liz

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Highlighted
Sophomore

Re: Modem reboots.

Thanks for the heads up. Much appreciated.

Sophomore

Re: Modem reboots.

Thank you for addressing my security issues in the image. Grateful.

 

I've had the modem switched out three times. I believe there was a switch in between November and January also. The previous visits were for changing the modem only. I may have that sequence wrong but I know the first modem was switched out for poor performance. The second modem was switched out and then a third modem was switched out. The reboot problem started before November. My case is very well documented at hughes if it is available to you? I have used other sources of power (generator), switched recepticles, reset the modem and all of the other procedures advised by support. I've been a customer for near a decade.

Sophomore

Re: Modem reboots.

GabeU and all. Thank you for your replies. I don't believe I have a power pack for this modem so not sure it is switched out. When tech showed up he replaced the modem with the cord etc if that is what you mean.


@GabeU wrote:

 

@singingfalls 

 

Do you know if the power pack was replaced during at least one of the times they replaced the modem?


 

Sophomore

Re: Modem reboots.


@MrBuster wrote:

The log shows frequent power cycle reboots, since this has happened with other modems, maybe check out the power socket this is plugged in to?  Is this plugged into a power strip?  Have you try plugging into a different socket and directly into a wall socket?

 

Also you will want to edit out the SAN at the top of the image.

 

@Amanda Copy you in case you can help with editing the image?

 

Edit:  GabeU posted just a moment before I did.  I did want to add I had something like this where the breaker the modem was plugged in was getting tripped.  In that case, I just lost power so it did not reboot over and over.  Changing to a different plug on a separate breaker fixed it for me.  It was being tripped by my space heater in the winter.

 

 


Thank you MrBuster. Very interesting. It wouldn't be easy for me to switch outlets since I'd have to have the entire PC system moved to another room. That said it would certainly be worth a try to experiment by using a power cord from another room outlet just to see if it worked. I'll try it Something simpler would be to switch out the breaker from one room to the other in the breaker box to test the breaker itself. I'll try anything at this juncture. With some thought it might be something as simple as the remote location in which I live. Phone and power out here are notorious for being edgy. (We don't even have cell service.) I don't know what I would do in that case.

Distinguished Professor IV

Re: Modem reboots.

@singingfalls 

 

Sorry, I should have called it a power supply.  It's the power brick and cord which connects the modem to the power outlet.  

 

In her research, Liz will most likely be able to see if it was replaced, or whether it even needed to be.  Smiley Happy  


AMD FX-6100 | Samsung 250GB 840 EVO SSD | Western Digital Blue 500GB HDD | 16GB DDR3-1866 | EVGA Geforce GTX 550ti | Windows 10 Pro 64-bit