Forum Discussion

David_78933's avatar
David_78933
Sophomore
5 years ago

Transmit / Uplink Problem

My Hughes system has started having transmit problems (state code 12.1.9) today. I rebooted the HT2000W modem once, when we lost internet access all together, and it helped to clear the problem for ab...
@amanda
  • Remy's avatar
    Remy
    5 years ago

    David,

     

    You are currently on our older Gen4 Power Pro plan, which is advertised at speeds of up to 10mbps download and up to 2mbps upload. Our Gen5 plans are where we offer 25mbps down and 3mbps up, and I'd strongly recommend calling in to 1-866-347-3292 for more information on a possible upgrade to it!

     

    Thanks,

    Remy

Remy's avatar
Remy
Moderator

David,

 

Thank you for posting! I was able to look into your account and keep up with the errors you've been keeping track of. The normal culprit of these issues is either a Gateway issue, as maratsade and Gabe were discussing, or a general alignment issue. I looked into both, and neither seem to be an issue. In that case, the most likely issue is the equipment malfunctioning, and I've seen an influx of errors within the modem itself. I'm going to be sending you a new modem, with the fees waived. When you receive the box, it'll have a prepaid shipping label meant for return of the previous equipment. Please let us know if this new equipment resolves your issues!

 

Thanks,

Remy

David_78933's avatar
David_78933
Sophomore
5 years ago
Thanks, Remy! Any idea how long the new modem will take to get here? And will there be instructions with the new modem, or is plug & play?
  • Remy's avatar
    Remy
    Moderator
    5 years ago

    David,

     

    It normally takes between 1-3 days from what I've experienced, so expect it by Thursday! There should be instructions on how to get the modem up and going as well.

     

    Thanks,

    Remy

    • David_78933's avatar
      David_78933
      Sophomore
      5 years ago
      Thanks, Remy.
    • David_78933's avatar
      David_78933
      Sophomore
      5 years ago
      Remy, overnight last night my system resumed "normal" operation. There have been no system state codes today. Upload speeds are consistently in the 1.8-2.2 Mbps range, with an occasional one at 0.2. My question -- Should I go ahead and replace the modem now (due here today, per UPS), or wait until it acts up again so I can be sure the modem is in fact the real issue?
      • Remy's avatar
        Remy
        Moderator
        5 years ago

        David,

         

        I would recommend trying out the new modem! It'll eliminate the old modem as a possibility, and hopefully end any experimenting we'd have to do with you.

         

        Thanks,

        Remy