Forum Discussion

sfry's avatar
sfry
New Poster
11 months ago

works fine then suddenly no internet Jupiter 3

I've had numerous problems from 12.1.9 errors out of no where after working fine all day to it going out of 2 hrs and just magically coming back and now today after I've had the radio end replaced, new modem and replaced a cable 30 min after rep left my system said everything was fine but all my devices couldn't connect to the internet--it could see it but said "no internet". Tried rebooting 3 times, then an hr later it worked. I had gen 5 for years with no issues, this new jupiter has been constant problems.  Any ideas on this cause?

Performance
  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    11 months ago

    Your best bet is to wait for a HN rep here to see your ticket and get back to you about how to proceed. Hopefully this will resolved soon. 

  • Remy's avatar
    Remy
    Moderator
    11 months ago

    sfry,

     

    Thanks for reaching out! It seems this is your first post! Welcome to the Community! I'm sorry to hear you've been experiencing issues, we'd like to get those resolved for you! I was able to get your account pulled up through your Community profile, which is great! Upon looking into your account, it seems we're receiving some notifications for Bad Alignment. I've gone ahead and created a technician order, with associated fees waived as courtesy! The technician will reach out to you, in an attempt to find the best time and date to schedule. Please let us know how the visit goes!

     

    Thanks,
    Remy

    • sfry's avatar
      sfry
      New Poster
      11 months ago

      Thanks for your reply--I have a hard time believing it's alignment since I've had a tech out here 3 times with this same problem and they spent 20 min on the alignment. They replaced the modem, replaced the radio end and same problem. It's out right now in fact-exact same time it went out Monday morning and was out for 3 hrs then magically was ok again and had been fine til right now again.  It says uplink error. Goes from Red with codes 12.4.1, it then reassociates, may go green with code 12.1.9....then back to red and that whole repeat process til suddenly it's fine.  You say alignment...I hear there is a new dish with slightly different shape....that is the only thing that hasn't been changed--could that be my issue? I need the new dish?  Keep in mind, my original update to jupiter was end of December. Worked great without any issues for 3 weeks and now it's been consistent issues since. 

      • sfry's avatar
        sfry
        New Poster
        11 months ago

        If you can pull a detailed report of my account since Sunday you should see what it's been doing.