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

maratsade
Distinguished Professor IV

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

Your first post was on Friday -- that's around 24 hours (in business days). Sometimes they take a bit longer to respond, which is why they ask for patience. 

 

ETA: @Liz , @Damian 

Damian
Moderator

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

@Ehrmanj,

 

Thank you for posting and welcome to the community. I apologize for the delay in response. Please private message me the phone number associated with your account and I will begin diagnosing the equipment.    

 

-Damian   

Damian
Moderator

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

@Ehrmanj,

 

Thank you for providing me the account information. After running diagnostics, it appears the equipment itself is fully operational, but the communication between your dish and our gateway is being interrupted. The diagnostics are reporting heavy cloud coverage and a very poor line of sight because of this. Our representatives were correct in the fact that the weather is actually causing a severe interruption in signal transmission. While your service may work most of the time during rain, cloud coverage will always vary and will affect things differently. Looking at the weather report, I see very heavy cloud coverage in your area, over the past week. This has been confirmed by your diagnostics as well. I understand this is an inconvenience, however, these are inherent symptoms when using satellite-based technology. As a courtesy, I will be applying a discount to your account once the service has returned. I will send details of this discount through a private message. I appreciate your patience while waiting for this to be resolved and I hope that is the case soon.   

  

 

-Damian 

Ehrmanj
New Poster

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

Update for anyone else who reads this or is wondering:

STILL NO INTERNET. I’ve had multiple stretches of weather where there wasn’t a cloud in the sky and took pictures to prove it and my internet hasn’t even came back on for any amount of time. My modem has been plugged in since the day I first posted on here. What the heck.!?
I’ve had Hughes net once before this and for multiple months of living on the Oregon coast, and have never had an issue like this, especially one that lasts a month. There has got to be more going on then some sort of signal loss.
maratsade
Distinguished Professor IV

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

Have you checked the weather at your gateway?

 

@Damian 

GabeU
Distinguished Professor IV

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

@Ehrmanj 

 

If your internet hasn't come back on in two weeks, there's definitely more going on than weather, including at your gateway.   

 

Even though it likely won't help, the possibility that it could makes power cycling the modem worth it to try.  If you're using a computer, first shut that down, as power cycling the modem while the computer is one can sometimes cause connection problems of its own.  Then unplug the modem at either the wall outlet or the power pack.  After waiting at least 30 seconds, plug the modem back in.  Then, after waiting for at least five minutes, which will give the modem the time it needs to be fully back up and ready, turn your computer back on and try to connect, or try to connect using whatever device it is you normally use.


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

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

Can you check the weather at the gateway on the one page you bring up for diagnostic?
@maratsade
@GabeU
Also wanted to thank you two for being quick to respond and try to help people, I don’t know how you guys do it but it’s pretty cool.
My main concern is that I’ve spent over 2 hrs talking on the phone, countless amounts of minutes resetting, unplugging, rechecking connections at every place they could be connected. Along with trying to do my own troubleshooting through research, and like I stated above people that had identical problems, their solution was a new modem.
To me that would of been worth a shot when Damian first responded... I’m pretty sure I saw a thread where he did exactly that in this community forum and the OP was pleased and said everything went back to normal. Again thank you guys!
GabeU
Distinguished Professor IV

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


@Ehrmanj wrote:
Can you check the weather at the gateway on the one page you bring up for diagnostic? 

No, but if you can tell us what it says for your IP Gateway Association State string, we can tell you where your gateway is located.  To see that info, look in the System Status box on this page.  What we specifically need is underlined in the following picture of my own string.  Yours will be different than mine.    

 

Capture.JPG

 

 

Edit:  Conversely, you can find your gateway using the instructions on this website, which is owned by a Community member.  It takes a little while to load.  You can then take a look at the weather at that location.


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

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

I wish we could help more, but we can only do so much. I hope that following @GabeU 's instructions will help you.  As for the thread you saw, maybe Damian or someone else ran diagnostics and saw the modem wasn't working.   @Damian  ran remote diagnostics on your system and apparently it's working as it should, which may be why he suggested weather. Weather at the ground station can impair the signal, which is why I asked if you'd checked the weather there.  But you've been without internet for so long; I can't imagine things are that bad at the ground station. 

 

I hope a mod will take another look at your system, just in case something was missed.

 

Ehrmanj wrote:

Also wanted to thank you two for being quick to respond and try to help people, I don’t know how you guys do it but it’s pretty cool.
My main concern is that I’ve spent over 2 hrs talking on the phone, countless amounts of minutes resetting, unplugging, rechecking connections at every place they could be connected. Along with trying to do my own troubleshooting through research, and like I stated above people that had identical problems, their solution was a new modem.
To me that would of been worth a shot when Damian first responded... I’m pretty sure I saw a thread where he did exactly that in this community forum and the OP was pleased and said everything went back to normal. Again thank you guys!

 

Damian
Moderator

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

@Ehrmanj,

 

I took another look at your equipment diagnostics, and it appears the weather at your location is starting to clear up, however, the gateway assigned to you seems to still be experiencing issues with cloud coverage and snow. I understand modems have been issued to those who may have had similar symptoms, however, this was specifically done for those with diagnostics showing tangible issues with the modem itself. Your diagnostics do not show any issues with the modem or radio transmitter so replacing this would be unnecessary. Because we are responsible for the ground station, compensation will be applied for the weeks of missed service. I will continue to monitor our gateway for reports on our team's efforts at combating the adverse weather there. I deeply apologize for the inconvenience.  

 

-Damian