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stephc
Freshman

No internet connection

Hello, I am having issues with my internet connection.  I have been getting a no connection error for way over a week.  My month started over on the 15th and it says I have already used all my internet, yet I have been getting this error for that long and when I look at the daily usage it shows no daily usage.  All of the lights on my modem are not lighting up.  The top light is on, and the bottom 2 lights are on, the ones in the middle are not.  Please help!  I do not like paying for stuff I cannot use.

10 REPLIES 10
maratsade
Distinguished Professor IV

Sounds like your modem may have bit the dust. Luckily the reps on this site can look into that for you.   As for the usage, it's probably reporting from way before it went bonkers. You may want to look at your account by going to the account section on this site. It includes information about usage. 

Remy
Moderator

stephc,

 

I see it's your first post here! Welcome to the Community! First let's see if a modem swap will do the job. Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch. 

 

Let me know how the new modem works out for you!

 

Thanks,

Remy

Thank you so much!  Do I have to do anything to get this new modem?  I have only had this one for a few months.  

GabeU
Distinguished Professor IV

@stephc 

 

You don't have to do anything to get it.  Remy will have already put the order in for the replacement modem, which you'll likely see within the next couple of days.  Then you just swap the replacement modem for the old one, making sure everything is connected the same way (the coax, the power cable and any LAN cable(s) you may have had connected), then plug it in and let it do its thing.  Within a few minutes you'll hopefully be back online.  And, of course, make sure to send the old one back using the same box and the shipping label they provide.

 

The replacement modem will come with a different WiFi password, so you'll have to input the new password in any WiFi devices you use in order for them to connect.


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

Thank you!!  This is a first for me!!  

 

GabeU
Distinguished Professor IV

You're quite welcome.  🙂


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

How do I go about getting a new modem as well?  I'm experiencing the same issue on an intermittent basis. 

GabeU
Distinguished Professor IV

@chinchilla2 

 

You should start a new topic in Tech Support, which you can do here, in order to keep your issue separate from the OP's.  Make sure to explain the issue and anything you've tried thus far in the new topic.  


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

Thank you for your response. I'll do that. 

GabeU
Distinguished Professor IV

@stephc 

 

To add to what maratsade said about your usage, if the modem hasn't been able to connect to HughesNet's home servers since before your month rolled over, your usage will continue to show the level it was at the last time the modem connected when you check it online.  So, if you were out of data the last time it connected, it will perpetually show this.  Hopefully the new modem solves the connection issue, and once it connects to the HughesNet servers your data usage levels should refresh to the actual current amount, which, judging by what you've described, should be full.


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