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Network Issues with Gen5 H2000 Modem

Freshman

Network Issues with Gen5 H2000 Modem

I have called Hughes technical support 4 times in 2 days without any relief from the Internet connectivity on my wifi connected devices all coming to a screeching halt approximately 5 times a day. The wifi icon on all devices shows good and Internet is connected, but all web pages and web apps we are using stop responding. The lights on the modem are all alluminated and transmit/receive flashing. Within 5 minutes of this the wifi icon on all devices shows No Internet. State codes I recorded before the "tech support" cleared them were as follows:

30.2.2 Web acceleration disabled by user (never disabled this, didn't even know where to find it)

30.1.1 Web accleration connection in backoff state 

21.1.5 Associating with Data IPGW

 

"Tech support" told me that Web Acceleration was in "backoff mode" and could not explain how that happens. They told me they fixed it on 10/7 when I called. The screeching halt of Internet connectivity continued to happen and each time I called of course the connectivity was back up and they would tell me "everything is fine". 

 

State code I continuously receive now is 14.1.3 but I have nothing connecting to the HughesNet Gen5 modem anymore via wifi, only a secondary access point via LAN that I am using wifi on and it is stable.

 

Another behaviour of the modem is unplugging a LAN device will reboot the modem. It never did that before. All cables are tight, secure and not damaged.

 

This leads me to believe the modem and/or wifi component in the HughesNet modem is failing, but Hughes wants to charge me $125 to come and service their device that I am paying to use. 

 

These are a few of the things "tech support" told me was the problem from the 4 calls in 2 days:

 

Bad weather at my gateway

Too many devices on my wifi (2 connected at any given time)

Our modems are very sensitive and can reboot if moved or touched

Your laptop computer is the problem it needs rebooting

Your security cameras are the problem unplug them

 

I work from home, I have meetings all day. If I did not have a landline I would not be able to attend to those meetings with the death spiral HughesNet connectivity is in the last 4 days. Can anyone shed light on this? Anyone having the same issue? Thanks!

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6 REPLIES 6
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Distinguished Professor IV

Re: Network Issues with Gen5 H2000 Modem

@WildGift 

 

A 14.1.3 State Code correlates to a device with intermittent connection.  Just in case, you can see your currently connected and currently disconnected devices here.  Currently disconnected devices are those that were connected, but are no longer, since the last time the modem was plugged in, as the modem logs are wiped when it loses power.  

 

From your description, the modem may very well be on its last leg, so to speak.  

 

The reps here are on M-F from approximately 9AM to 6PM EST, so they are off for the weekend at this point, though Damian is sometimes on in the evenings.  They normally reply within a day or two.


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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Freshman

Re: Network Issues with Gen5 H2000 Modem

So 5th call will be a charm and get me to someone other than level 0 to replace this modem? I can't get past this level because "everything is fine right now" when I call
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Freshman

Re: Network Issues with Gen5 H2000 Modem

I know where to find everything now in your console after sleuthing some. My state codes aren't that anymore. They are all about association and transmission. Thanks
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Distinguished Professor III

Re: Network Issues with Gen5 H2000 Modem

If you can wait until tomorrow, the HughesNet reps on this site could run remote diagnostics to see if they can figure out what's amiss.  

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Distinguished Professor IV

Re: Network Issues with Gen5 H2000 Modem


@WildGift wrote:
So 5th call will be a charm and get me to someone other than level 0 to replace this modem? 

The only way you would know that is to call again, but whether you do is entirely up to you.  

 

If you want help here, you'll have to wait for a HughesNet rep to reply. 

 

@Liz @Remy @Damian 


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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Moderator

Re: Network Issues with Gen5 H2000 Modem

@WildGift,

 

Thank you for reaching out to us and welcome to the community. I am sorry to hear you are experiencing all of this. If you haven't already called in for this issue, please private message me the phone number associated with your account, and I will begin running diagnostics. 

 

-Damian