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Repeated uplink outages

wade_bear
Sophomore

Repeated uplink outages

This is our current hour history today:

errors1-17-18.pngSomebody please help.  I can't stay on line.

13 REPLIES 13
wade_bear
Sophomore

Re: Repeated uplink outages

Oh, I guess I should mention... We brushed the snow off the dish and we have clear skys.  This has also been happening on a regular basis, but usually only in the evening hours between 5:30 and 11:30 PM Central time.

GabeU
Distinguished Professor IV

Re: Repeated uplink outages

@wade_bear

 

A couple of things to try.  If you have the modem plugged into a power strip or surge protector please plug it directly into an outlet to see if this helps.  Power strips and surge protectors can cause issues with the power throughput.  Also, make sure that the plug going into the back of the modem is not loose.  Please be careful with it, as it's delicate, but just make sure that it's in all the way and not loose.  Lastly, please make sure that the coax connector at the back of the modem is finger tight.  It doesn't need to be any tighter than this, but it shouldn't be loose.  

 

If you don't already, please be sure to leave the modem plugged in so that the reps can run remote diagnostics on your HughesNet equipment if they deem it necessary.  

 

The reps are on M-F from approximately 8AM to 5PM EST, though it may take them a day or two to reply.  I don't even know why I'm telling you this part.  You've been on the HughesNet Community quite a bit longer than I have and I'm sure you already know that.  Smiley Tongue

 

I'll tag Liz and Amanda so that they will be sure to see your post.  

 

@Liz

@Amanda


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

Re: Repeated uplink outages

Hi wade_bear,

 

Thanks for posting and sharing the screenshot. Please follow Gabe's instructions, in the meantime I'm running remote diagnostics on your site. I'll post back once I have news or questions for you.

 

Your cooperation, patience, and understanding are much appreciated.

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

wade_bear
Sophomore

Re: Repeated uplink outages

The situation is a little bit better today, but we're still having problems.  Here's a screenshot from about 9 PM on the 18th:

 

errors 1-18-18.png

Liz
Moderator
Moderator

Re: Repeated uplink outages

Hi wade_bear,

 

Thanks for the update. I've escalated your case to our engineers for their assistance, I'll post back once I have any news or additional instructions for you.

 

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

wade_bear
Sophomore

Re: Repeated uplink outages

Well, it was better, but now it's worse again.  My latest screenshot from a few minutes ago:

 

1-21-18 7:15 PM1-21-18 7:15 PM

wade_bear
Sophomore

Re: Repeated uplink outages

And here are today's stats.  I'm including the 24 hour report as well:  These are from 3 PM Central time:

 

 errors 1-22-18.pngdaily errors 1-22-18.png

Liz
Moderator
Moderator

Re: Repeated uplink outages

Hi wade_bear,

 

Thank you for the screenshots, these help. Engineering has some code pending to address this, once we find out when this has been rolled out, we'll let you know. Your cooperation, patience, and understanding are much appreciated.

 

 

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

wade_bear
Sophomore

Re: Repeated uplink outages

Now it's getting worse.  Our connection has been going out every few minutes since about 1 AM (while I was trying to use it).  At one point I just gave up and power cycled the modem because it had been out for over 10 minutes.hourly errors 1-29-18.png