About MSmith

Liz,   Thanks for your work on this.  Hoping to see improvements while we also wait for the GEN 5 upgrade.  I will report losses in service that we experience in the interim.   Now a related question.  Do you have any pull with the financial department?  During the course of this problem we had two techs come to the house to attempt repairs that were not successful.  I currently have a $125.00 charge on my account that I really wish could be removed.   Thanks for any help.   ... View more

@Liz wrote: Hi MSmith,   Thank you for posting and providing ongoing updates. I ran diagnostics on your site and I'd like to send you a replacement modem to see if that will make any difference in your experience with intermittent connectivity. You should receive the modem in the next couple of days, and you can use the box it comes in to return your current modem. The return label is included in the outer pouch for your convenience.    Looking forward to hearing how the modem works out for you.   There is no improvement in service with the new modem.  I installed it 3-21 at 5:00pm.  Our first drop out occurred at 10:35pm lasting for 10 minutes.  It went out again the following morning at 6:10am with no duration recorded.  I left for work.  It went down at 9:38 am lasting for 10 minutes.  The last straw for my wife occurred at 10:10 am.  Frustrated, she left the computer for more enjoyable things like vacuuming and laundry. ... View more

Lost service this morning while reading new posts.  It went down at 5:31 and came back at 5:39.  Same code once again.  12.7.1 A transmit problem has occured.  ... View more

@JerryJ wrote: I have the same problem this guy does, and have had it for a month. I've made 3 calls to your help desk, and had a repairman here. He tested my equipment and it tested fine. He said the problem is with the Jupiter satellite and that a fix was imminent. I hope this issue is resolved soon. Msmith let me know if the new modem resolves the problem. Will do. ... View more

@JerryJ wrote: Yep I reside in northwest Illinois. Howdy neighbor, You're the third person that I'm aware of with this problem from the northern half of IL.  I think there is a connection.  But I am the dumb one in this mix. ... View more

Loss of service again. 3-19-17 at 3:12-3:26 pm  code again 12.7.1   also 8:18-8:26 pm  code changed this time to 12.1.9   Still states A transmit problem has occurred. ... View more

@maratsade wrote: Check your system control center a http://192.168.0.1.  Look for the Gateway ID number under System Information.   ETA: Here's a list (it's not complete, though)   #1: Salt Lake City UT #2:Albuquerque NM #3: Amarillo TX #4:Billings MT #5:Midland TX #6:Flagstaff AZ #8:North Platte NE #9:Missoula MT #11:El Paso TX #12:Tucson AZ #13:Rapid City SD #14:Edmonton, Canada #15:Regina, Canada Good enough.  The skies look clear in Flagstaff.  Thanks ... View more

@JerryJ wrote: I've had the same issue for 3 weeks. Had a repairman out last Wednesday and he reported that tech support told him the issue was with their Jupiter satellite and they were attempting to resolve it. He said it should have been repaired as of that day but this afternoon I've had the issue again. It's the first time in over 2 years I've had any problems with them. Their help desk has no clue. Hopefully it's resolved soon since where I live options are very limited. JerryJ I'm courious about what part of the country you live in.  Do you mind sharing? ... View more

@maratsade wrote: @MSmith wrote: Sunday 3/19 Down once again at 10:55 through 11:03 am.  Same code, clear skies. Check the skies at your gateway. Often the weather at the gateway influences your access. I have no information about where my gateway is.  Can you point me to it? ... View more

I'm courious about what part of the country you live in.  Do you mind sharing? ... View more

Sunday 3/19 Down once again at 10:55 through 11:03 am.  Same code, clear skies. ... View more

Reporting two more drop outs last night. 10:05 through 10:11 and 10:19 through 10:26.  Same code  12.7.1.  Local skies were clear. ... View more

Did you just imply that they sold more packages than the current system can handle?  Go fugure.  And the're still selling Gen 4.  Imagine that.  Sounds like fraud, but I'm the dumb one in this mix.  ... View more

Liz, Here's hoping that an answer is found and a fix is installed.  Along with a clear explaination of why and how.  After all we users do pay the bills.  Thanks for any help, Michael ... View more

@ChicagoJohn wrote: @MSmith wrote: @ChicagoJohn wrote: @MSmith wrote: Chicagojohn, Good to know that I'm not the only one with problem. I fear that this issue is much wider than anyone is willing to admit.  I live mid-state Illinois, and NO it's NOT the weather!  Had a tech out yesterday 3-10-17.  He replaced the radio on the dish.  The problem reappeared today.  Only cost me $125.00 for no repair. Thanks for posting.  Yes, it is good to know I'm not alone in this.  Are you going to the modem's status and seeing 12.7.1 "A transmit problem has occurred" also?  I was trying to reboot the modem thinking that would help, but now I'm finding that waiting five minutes it seems to resolve on its own.  Is that the case for you as well?   We are located up around the Aurora - Geneva - St Charles area.     Our signal strength was adjusted a month or so ago and is very good presently.  They had a tech scheduled but when I spoke to them first, we concluded it wouldn't be helpful since there was no guarantee it would happen while they are here.  Thanks for sharing your results on the replacement !!  My takeaway from that is they need to identify the root cause of the problem before taking a shotgun approach and just replacing stuff.     Let's compare notes and see how much of what we're experiencing is the same and if there are any differences. Hi John,   Thanks for your response.  I live in the "Quad City Area" if that means anything to you.  About 6 miles south of Moline IL which in on the Mighty Mississippi.  We have been seeing this same  problem for the past thirty (30) days.  The first ten (10) days I did the same as you and rebooted the modem.  This has successfully corrected other temporary issues.  Like you I started calling tech support and had the problem fix itself while waiting on hold.  So, of course, they could find no problem.  I got lucky on one call and it stayed down long enough for tech to confirm a problem.  They sent a repairman out to replace the transmitter on the dish with a refurbished one.  Seems he couldn't get a new one.  It made no difference.  Three days later (3-10-17) a second repairman came and installed the latest and the greatest transmitter. (The one to be used with the new Gen 5 system.)  To my knowledge the system has only gone down once since then.   I've seen in this string a post by CORROSIVE.  He brings up our fault code 12.7.1 as usually meaning the weather had a role to play.  With respect,(because I'm the dumb one in this mix) I agree that the weather can cause problems.  But, I've had my system for seven years and I've NEVER seen this before.  If it is the weather, then, all of a sudden, every day, several times a day, for the past thirty days the weather has gotten ugly for very brief periods of time!  I'm not buying it.    In my first post I mentioned that this problem is more wide spread than anyone is willing to confirm.  Something that the repairman said last Friday lead to that conclusion.  He said we were the second stop of the day for the same problem.  He also stated that normally he would replace one transmitter per month.  Currently he's replacing two per day!       I'm going to go out on a limb here.  I think the engineers are well aware of the problem and they are milking the old system until they are read to roll out "Gen 5"   I'm done ranting, have a great day! @MSmith wrote: @ChicagoJohn wrote: @MSmith wrote: Chicagojohn, Good to know that I'm not the only one with problem. I fear that this issue is much wider than anyone is willing to admit.  I live mid-state Illinois, and NO it's NOT the weather!  Had a tech out yesterday 3-10-17.  He replaced the radio on the dish.  The problem reappeared today.  Only cost me $125.00 for no repair. Thanks for posting.  Yes, it is good to know I'm not alone in this.  Are you going to the modem's status and seeing 12.7.1 "A transmit problem has occurred" also?  I was trying to reboot the modem thinking that would help, but now I'm finding that waiting five minutes it seems to resolve on its own.  Is that the case for you as well?   We are located up around the Aurora - Geneva - St Charles area.     Our signal strength was adjusted a month or so ago and is very good presently.  They had a tech scheduled but when I spoke to them first, we concluded it wouldn't be helpful since there was no guarantee it would happen while they are here.  Thanks for sharing your results on the replacement !!  My takeaway from that is they need to identify the root cause of the problem before taking a shotgun approach and just replacing stuff.     Let's compare notes and see how much of what we're experiencing is the same and if there are any differences. Hi John,   Thanks for your response.  I live in the "Quad City Area" if that means anything to you.  About 6 miles south of Moline IL which in on the Mighty Mississippi.  We have been seeing this same  problem for the past thirty (30) days.  The first ten (10) days I did the same as you and rebooted the modem.  This has successfully corrected other temporary issues.  Like you I started calling tech support and had the problem fix itself while waiting on hold.  So, of course, they could find no problem.  I got lucky on one call and it stayed down long enough for tech to confirm a problem.  They sent a repairman out to replace the transmitter on the dish with a refurbished one.  Seems he couldn't get a new one.  It made no difference.  Three days later (3-10-17) a second repairman came and installed the latest and the greatest transmitter. (The one to be used with the new Gen 5 system.)  To my knowledge the system has only gone down once since then.   I've seen in this string a post by CORROSIVE.  He brings up our fault code 12.7.1 as usually meaning the weather had a role to play.  With respect,(because I'm the dumb one in this mix) I agree that the weather can cause problems.  But, I've had my system for seven years and I've NEVER seen this before.  If it is the weather, then, all of a sudden, every day, several times a day, for the past thirty days the weather has gotten ugly for very brief periods of time!  I'm not buying it.    In my first post I mentioned that this problem is more wide spread than anyone is willing to confirm.  Something that the repairman said last Friday lead to that conclusion.  He said we were the second stop of the day for the same problem.  He also stated that normally he would replace one transmitter per month.  Currently he's replacing two per day!       I'm going to go out on a limb here.  I think the engineers are well aware of the problem and they are milking the old system until they are read to roll out "Gen 5"   I'm done ranting, have a great day! Thanks for sharing that information.  Your hypothesis / theory could explain some of the widely divergent "information" I've heard from phone calls -- much of it was quite frustrating, suggesting that perhaps the technician was aware of the problem AND aware it wasn't fixable. On the other hand, it can be very difficult to correctly diagnose problems intermittent problems like this because changes -- such as the dish modifications you have recently experienced and the modem replacement they offered for my system -- can be mistakenly associated with performance changes that are in fact coincidences.  In my case, for example, prior to the modem replacment I was seeing the drop occur several times an hour at times and only once in several hours at other times.  After the replacement, things looked good for an entire day only to resume drop outs the next day just before I had planned to notify Hughesnet that they had fixed my issue.  Now it is pretty clear that the modem had no effect and that my attribution of an effect was just me wanting to find something to hang my hat on.     Let me know if the change that seems to be working for you continues to resolve the issue for you.  Today, without any changes made here, we observed no instances of drop out at all.  If I had purposively made a change, I'm sure I'd be attributing this performance improvement to what I'd done.  I did nothing.   As to CORROSIVE's observation that this error code is often associated with weather events, as am sure is the case, we have had the system now for almost a year and we are quite familiar with drops that occur in connection with weather -- both local and remote.  The principle differences now are (a) frequency (b) complete absence of any significant weather events happening in this region of the country, and (c) instances of wide variation in download rates within a brief span of time; viz. values ranging from 200 kbps to 15mbps within a 10 minute testing interval.  In all our previous experience with internet loss due to known weather events, we never observed this extremely slow speed phenomenon without loss of iternet and no adverse system status codes.     The combination of factors cited above would lead me to believe this phenomenon is definitely not simply the weather related losses we all see from time to time, and as you said in your last post, if it were, we would be looking for alternatives to Hughesnet because its reliabiltiy would be unacceptable -- especially when you have voice over IP phone service like we do and never know when your phone will be working.  When I was told by one tech service rep on a phone call to "wait and sign up for Gen 5", I did ask him how I would know that would be any more reliable if Hughesnet was unable to explain what was happening with our current Gen 4 system.  We have the 50GB data package and can't take full advantage of it now due to unreliability of a continuous connection whereas we had been able to for many months prior.     So for now, I'm keeping my fingers crossed and hoping my streak today persists for tomorrow and that Liz will be successful in looking into the history infomation she said she would.  We have not rebooted our modem since she requested us not to.        Hi John, Thanks for your informed response. We had high hopes for the NEW transmitter, those hopes have been dashed.  After the 3-10 installation we've had one loss on Sunday 3-12 around 8:00 pm, two on Monday evening, two on Tuesday evening, one this morning and one this afternoon.  I don't have times for these because they were witnessed by my wife and she did not record the time.  I'll back on the phone tomorrow to wage warfare over the fee I was charged for this last attempt to fix MY faulty system.   Good luck and please keep posting.  If you get some real answers, the rest of us should benefit as well.   ... View more

@ChicagoJohn wrote: @MSmith wrote: Chicagojohn, Good to know that I'm not the only one with problem. I fear that this issue is much wider than anyone is willing to admit.  I live mid-state Illinois, and NO it's NOT the weather!  Had a tech out yesterday 3-10-17.  He replaced the radio on the dish.  The problem reappeared today.  Only cost me $125.00 for no repair. Thanks for posting.  Yes, it is good to know I'm not alone in this.  Are you going to the modem's status and seeing 12.7.1 "A transmit problem has occurred" also?  I was trying to reboot the modem thinking that would help, but now I'm finding that waiting five minutes it seems to resolve on its own.  Is that the case for you as well?   We are located up around the Aurora - Geneva - St Charles area.     Our signal strength was adjusted a month or so ago and is very good presently.  They had a tech scheduled but when I spoke to them first, we concluded it wouldn't be helpful since there was no guarantee it would happen while they are here.  Thanks for sharing your results on the replacement !!  My takeaway from that is they need to identify the root cause of the problem before taking a shotgun approach and just replacing stuff.     Let's compare notes and see how much of what we're experiencing is the same and if there are any differences. Hi John,   Thanks for your response.  I live in the "Quad City Area" if that means anything to you.  About 6 miles south of Moline IL which in on the Mighty Mississippi.  We have been seeing this same  problem for the past thirty (30) days.  The first ten (10) days I did the same as you and rebooted the modem.  This has successfully corrected other temporary issues.  Like you I started calling tech support and had the problem fix itself while waiting on hold.  So, of course, they could find no problem.  I got lucky on one call and it stayed down long enough for tech to confirm a problem.  They sent a repairman out to replace the transmitter on the dish with a refurbished one.  Seems he couldn't get a new one.  It made no difference.  Three days later (3-10-17) a second repairman came and installed the latest and the greatest transmitter. (The one to be used with the new Gen 5 system.)  To my knowledge the system has only gone down once since then.   I've seen in this string a post by CORROSIVE.  He brings up our fault code 12.7.1 as usually meaning the weather had a role to play.  With respect,(because I'm the dumb one in this mix) I agree that the weather can cause problems.  But, I've had my system for seven years and I've NEVER seen this before.  If it is the weather, then, all of a sudden, every day, several times a day, for the past thirty days the weather has gotten ugly for very brief periods of time!  I'm not buying it.    In my first post I mentioned that this problem is more wide spread than anyone is willing to confirm.  Something that the repairman said last Friday lead to that conclusion.  He said we were the second stop of the day for the same problem.  He also stated that normally he would replace one transmitter per month.  Currently he's replacing two per day!       I'm going to go out on a limb here.  I think the engineers are well aware of the problem and they are milking the old system until they are read to roll out "Gen 5"   I'm done ranting, have a great day! ... View more

Chicagojohn, Good to know that I'm not the only one with problem. I fear that this issue is much wider than anyone is willing to admit.  I live mid-state Illinois, and NO it's NOT the weather!  Had a tech out yesterday 3-10-17.  He replaced the radio on the dish.  The problem reappeared today.  Only cost me $125.00 for no repair. ... View more