State code 12.7.2

[Mb12]

My internet has been down for going on two weeks primarily due to the fact that it is for a second home we only visit about every two weeks.  The internet went down on July 5th and I didn't think it was a longer term problem since we have has issues with very poor internet speeds and modem issues for the past year we've had the service, and I had to leave.  We had people at the house this past weekend and the internet was still down.  We have Verizon which has pretty much non-existent signal where we live so trying to relay instructions to get the state code took a while.  I did eventually get the state code of 12.7.2 and relayed that to the Hughesnet tech on chat.  They told me that had to talk to the person at the location of the router to troubleshoot the problem.  I told them that wasn't possible due to cellular service issues.  I had ordered Express Repair based on a conversation via phone prior to the chat session.  The chat tech told me that if they cannot troubleshoot the problem, my Express Repair would not be valid and I would need to pay the entire service fee.  I'm at a crossroads of paying the service fee or early termination.  My calculations show those to be fairly close in cost.  My question is was the tech correct that Express Repair is not valid when you all cannot troubleshoot the problem at the router location?

[MarkJFine]

Realize you're looking for a different answer, but: That particular code means the ground station (the other end of the satellite link that connects to the terrestrial internet) is not reachable for some reason. It could easily mean that there is a weather issue disrupting the link between the satellite and that ground station. If one were to use a computer connected to that modem, this link would tell us where the ground station is so we could determine if it is in fact weather-related. Otherwise, it's possible there's also ranging issue which would almost definitely have to be corrected at the site of the modem/dish.

[Liz]

Hi Mb12, 

I see it's your first post here, so welcome to the community! Express Repair covers specific scenarios and what makes it tricky for our support reps is that without troubleshooting, we can't determine what scenario is applicable. Of course, we can work with you to address your concerns. 

I pulled up your account and ran diagnostics on your site. This morning and even now, your site is up and running normally, so according to this data, there's no need to send a tech. I understand that this HughesNet system is at a secondary site, so keep in mind that someone 18+ must be present on site to sign off on the tech visit.

-Liz

[Mb12]

Thanks for checking.  I have someone going there this weekend and will check to see if it is operating.

[Liz]

Sounds good! Just did another systems check and the diagnostics are all clear!

-Liz

[Liz]

Hi Mb12,

I take it all was fine when someone checked out the site. My diagnostics still show that the HughesNet system is operational, so I'll go ahead and close this thread. Feel free to drop by the community again if you have other concerns.

Thanks,

Liz

[GabeU]

I imagine it's a question of being able perform initial, basic troubleshooting steps at the location to determine whether a site visit is ultimately necessary. The inability to perform that initial troubleshooting is likely why the rep is saying it wouldn't be covered.  It's a sticky situation, no doubt.

I'd wait to see what the reps here have to say though (Liz, Damian or Remy, normally).