No internet for 10 days.

[leann6661]

My internet has been out for about 10 days. Because of poor cell service, it is unlikely that I could get through to customer support on the phone without dropping the call.

I have unplugged everything from my Modem and left it unplugged a few minutes. That didn't work.
I used an extension cord to try a different outlet. That didn't work.
I unplugged the Modem from the power brick for a few minutes. That didn't work.
I tightened the cables connected to the Modem. That didn't work.
I cleared my cache and cookies and restarted my computer. That didn't work.

And now when I try to connect, my network is labeled as "hidden". I can't even try to connect anymore since I don't know the second number I need to enter. Up until then, I could access the System Control Center. I have red flags everywhere. And something about "State Code 27: No beacon."

This same issue happened about 5 months ago. And it's been happening like every other week, only it's not coming back up this time. And my connection has never shown up as "hidden".

Oh, and there has been no really bad weather since the first day my connection went out.

My most recent case ID from email contact is 102304321.

[El Dorado Netwo]

And now when I try to connect, my network is labeled as "hidden".

That's an issue with your wireless router, not your HughesNet system. Reboot your wireless router.

How many lights are lit on the front of the HughesNet modem? And which ones are out?

If all are lit, try connecting one computer directly to your HughesNet modem.

[leann6661]

Oops. I didn't know the "hidden" issue was with my wireless router.

"LAN" and "Power" are lit up.
"System" is blinking on and off.

[Amanda]

Hello leann6661,

I am very sorry to hear you are still having this problem, I remember your old post and I thought it had been fixed.. I will try to re-register your modem from here, but if you still cannot get online within an hour, please let me know.

Thank you
Amanda

[leann6661]

Hi Amanda. From my post months ago, the issue apparently resolved itself. But this time it doesn't look like that will happen again.

But I have been having this problem like every couple of weeks since my old post, but it would only last about a day or two at a time. This time it isn't "resolving itself" again. I hope that makes sense.

I still have no connection right now. About 20 minutes after your reply, I believe my Modem was trying to connect. The little error thing over my Wifi icon had disappeared. But now it's showing up again. I had to leave before an hour had passed after your reply, so I didn't get a chance to post an update until now.

[leann6661]

This problem went away about 4 days or so after my last post.
But as of about 36 hours ago, it is back once again..
Could there be a problem with my equipment since it's been happening so often? Or could my dish possibly be loose?

[Amanda]

Hi Leann

I am concerned too that there is an issue with your equipment. I can send you a technician at no cost to come and take a look. Can you let me know your availability?

Thank you
Amanda

[leann6661]

That would be great, Amanda. Thank you. I am available any day late afternoon. After 3 pm CST is best if possible.

[Amanda]

Hello,

I was able to get you scheduled for this coming Saturday between 2-5PM your time. The technician will reach out to you to confirm you are home before heading out. The case number for our interaction is 102560302

Please let me know when you've had the visit and you are up and running so that I can provide you a credit for the time you were experiencing issues with your service.

Thank you,
Amanda

[leann6661]

The technician was unable to make it out. They have pushed me back until Wednesday evening, unfortunately.

[leann6661]

Hi again.

The technician was able to make it here last night and hopefully I shouldn't have any more problems. It turns out that some kind of connectors on my wiring going underneath my house were left exposed when they shouldn't have been. At least he said that should be the cause of the problem, since the problem decided to resolve itself again over in the morning before he got here and he couldn't run any tests. So, I guess I'll just have to keep my fingers crossed that he was right.

[Amanda]

Hi Leanne

That is great news 🙂 

I will apply a full 2 month credit to your account, I hope that is sufficient. As usual please let me know if there is anything that comes up or you have questions and I will be here to help you.

Thank you
Amanda