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My modem is bad but I can’t get any help from customer service.

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New Poster

My modem is bad but I can’t get any help from customer service.

So my system and transmit light on my HT2000 went out a little over a week ago, and I finally got some time to call customer service today. I am 99% positive I knew what would fix the issue (a new modem) but i cooperatively went through all of the nice lady from Texas’s troubleshooting methods for an hour. She finally explained she needed to reach out to another “advanced” tech who basically told her to tell me since it’s raining (I live on the Oregon coast where it rains all the time) they couldn’t do advanced tests and there is nothing they can do to help me. I just got finished with the call and It’s now Friday after 5pm and It’s gonna be more then likely another 4-5 days minimum before I can get Internet.
To take care of any business, I now have to drive 10 miles each way to use internet. Very expensive along with paying what I see as a very high amount for service that doesn’t even work.
Highly irritated with the internet service in general and really want this to be made right.
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20 REPLIES 20
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Distinguished Professor II

Re: My modem is bad but I can’t get any help from customer service.

The HughesNet staff wil be back on Monday, and I'm sure they'll run diagnostics on your site and sort all of this out for you.  

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Distinguished Professor IV

Re: My modem is bad but I can’t get any help from customer service.

@Ehrmanj 

 

Unfortunately, with it now being Friday evening, it's likely that the earliest you'll hear from a rep here will be Monday.  Damian is often on in the evenings, but he may already be off for the day.  

 

The reps are on M-F from approximately 9AM to 6PM EST, with Damian often being on in the evenings, as mentioned.  

 

For troubleshooting purposes, what is the State Code in the System Summary box at the top of this page, and what is showing for the Satellite Receive Signal Strength in the WAN Info box on the lower left of the same page?  You may need to be connected to the HughesNet modem with a LAN cable in order to see this page.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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New Poster

Re: My modem is bad but I can’t get any help from customer service.

The women who helped on the phone which was extremely nice and wanted to help, had me run the state test and it would be (12.3.2 a transmit problem has occurred) and the received signal strength is 118.
she was able to multiple times get it the state code to 0.0.0 for a few seconds but would always go back to transmit problems.
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Distinguished Professor IV

Re: My modem is bad but I can’t get any help from customer service.

@Ehrmanj 

 

Something's going on, no doubt, as a signal strength of 118 should have no problem connecting.  

 

Come Monday, if you normally don't I would leave the modem plugged in so that the reps can attempt to run remote diagnostics on it.  They may not be able to, but they will almost assuredly try.  

 

If they determine that the problem is with the modem, which sounds like may be the case, they'll send you a replacement.

 

That's not to lock you into this or anything, of course.  If you want to call them again and go that way it's fine.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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Distinguished Professor II

Re: My modem is bad but I can’t get any help from customer service.

"I would leave the modem plugged in "

 

It shouldn't be rebooted either.

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Distinguished Professor IV

Re: My modem is bad but I can’t get any help from customer service.


@maratsade wrote:

"I would leave the modem plugged in "

 

It shouldn't be rebooted either.


I don't know that with an ongoing problem like this it would really matter.  The modem logs from an intermittent problem would probably help, but with something like this it's likely that what they see would be the same no matter what.

 

Edit:  Actually, I should say, "if they can even see it."  With it having connection issues it's very possible that they won't even be able to connect to it in the first place.  That would certainly tell them something's amiss with it.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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Distinguished Professor II

Re: My modem is bad but I can’t get any help from customer service.

Rebooting the modem clears the logs, though, doesn't it? 

 


@GabeU wrote:


I don't know that with an ongoing problem like this it would really matter.  The modem logs from an intermittent problem would probably help, but with something like this it's likely that what they see would be the same no matter what.

 


 

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Distinguished Professor IV

Re: My modem is bad but I can’t get any help from customer service.


@maratsade wrote:

Rebooting the modem clears the logs, though, doesn't it? 


Yes, it does.  

 

It certainly doesn't hurt to refrain from rebooting it, of course, and there is always a chance that the logs could help, but I've just never seen a rep mention needing the logs or looking at them when remotely checking a modem having connection issues.  I think it's due to them being able to see a connection issue, or even an indication of an intermittent connection issue, in real time.

 

With what the OP is describing, it's likely that they'll see the problem right away.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
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New Poster

Re: My modem is bad but I can’t get any help from customer service.

Well It’s 30 mins until noon on Monday, no call back from customer service, or reply on here..
I’m trying to be patient but not having internet is starting to make things complicated