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First and foremost, please do not use the reset button on the modem unless instructed to do so by a rep. Doing so can cause more harm than good. Also, please do not re-register the modem unless instructed to by a rep. These two things are not meant to be user friendly options, and are only meant to be performed under the direction of a HughesNet representative, like they instructed you to do while on the phone.
A rep will most likely want to run remote diagnostics on your HughesNet equipment, so make sure to leave the modem plugged in. A 12.1.9 state code can have a few causes, but the remote diagnostics will help point to the next step the rep needs to take, whether it be more troubleshooting, a modem replacement or a tech visit.
The reps are on M-F from approximately 8AM to 5PM EST, though there is sometimes one on during the evening. If you don't get a reply from one this evening, you probably will tomorrow.
I’m sorry if I wasn’t clear, but I DID do those things under the direction of a rep. Twice. Two different reps.
That's fine. I misunderstood and thought that you had performed those actions on your own, then did so again, but with the second time being under the direction of the phone reps, or vice versa. Thank you for the clarification.
Edit: The reps you'll deal with here are corporate based reps. These reps also have direct access to the engineers, so if they aren't able to determine the cause of a problem, they're able to contact those who can. It's a different, and better (in my opinion), avenue of receiving help.
I realize my wording wasn’t clear. I’m entering this on my Verizon phone because I can’t wait for an indeterminate amount of time for Hughes page to maybe load (but probably not).
Also, you might take up your ‘don’t do that’ scolding with Hughes’ we sit content developers. For example, they advise frustrated customers like myself to use the reset button. Perhaps they need to correct their content... I do UX design and typically it’s a Bad Idea to tell users to take an action that degrades their system.
It wasn't a scolding. It was a warning to keep you safe. And I agree with your example of the site, as not only does it not give any reason for the instructions, it also does not give the proper procedure for doing so. That site contains the kind of instructions that will get someone in trouble, and I will be sure to let them know that it should be addressed.
Thanks for posting and welcome to the community! I am sorry to hear this is happening. I have run some diagnostics on your account, and I can see there is a bad alignment, and some issues with the modem. I have set up for a tech to come out at the first available date. Please see your private messages for further assistance.
Thank you, Felicia. I'll check my messages now. We've noticed that we get lots of drops on our phone line - that started around Christmas, and it is just getting worse. We've quit using it. Fortunately I've got a Verizon work phone and that has kept us in contact, but I can't use that for personal business.
FWIW - I ran some tests last night and this morning with TMN. YES, I realize that the benchmark qua benchmark is invalidated by the confounding influence of WiFi, but I live 40 miles from the nearest Best Buy and I don't have a spare network cable. Anyway, I think the figures of merit are a) the abysmal upload performance and b) the delta between the upload and download rates.
Not sure what's going on, but perhaps there's an issue with the modem... that's where the techs seemed to think the issue was, and heaven knows they had me do everything they could think of. But I also wonder if the radio isn't transmitting properly.
I did check all the obvious stuff - triple checked the connections, there's no snow on the dish, it was sunny yesterday, etc., etc.