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briardlady
Don't let the dogs out
Premium
join:2006-08-05
Lebec, CA
| [HN7000S] replacement modem doesn't work Update - please help!
My original HN700S started giving me a lot of TXcode3 errors, and I would have no service for hours. (This started after a massive power outage that went on for about 14 hours, but the modem is plugged into a surge protector, and none of my other computer stuff acted weird.) If I unplugged the power to the modem, I could get service back for a few minutes at a time, or if I just waited a couple of hours, eventually it would work fine for hours. Signal strength 83, since I'm on IA6 (93W 1433) I had good speeds most of the time - when it would work.
Hughes sent me a new modem, with no instructions. I called, tier 1 had me on the registration/setup/installer page, kept switching from 93 W to 99W, different frequencies, could not get a signal above 18. Finally sent me to tier 2, who knew it should be working on 93w, but still no signal strength. If I picked the only IA6 option under satellite transponders, I could get a signal strength of 54, but wrong frequency. Tier 2 says my radio is probably bad.
BUT, BUT, BUT - after getting off the line with tier 2, who arranged a dispatch for me in a few days (??), I switched back to the old modem. I now have a working connection, signal strength 84. This can't be a radio problem, right? My first thought is they sent me a bad replacement modem?
Can any of the experts on here give me anything to take to Hughes to give them a clue where to look? Or give me anything I can try? I'll keep using the old modem (obviously), but really need to get more consistent service. Thanks in advance for any help you can give.
p.s. Well, I had a working connection, it just went TXcode3 on me again. Thank goodness for laptops and aircards.
BTW, the tier 2 guy (american!)was very upfront about the overcrowding on so many satellites, said it was only a matter of time until IA6 was overcrowded too.
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HN7000s since 08/04/06, no router, pro plan, signal ~ 78, winxp w/sp2. IE7beta2, mozilla 1.0.6 | |
|  
Mokey2000
Mokey
join:2001-02-22
Dixie
| Re: [HN7000S] replacement modem doesn't work Did they send you a new power brick with the modem? I have seen several post here in the past few months where bad power supplies were causing problems very similar to what you are describing.
Do a forum search for power supply.
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Hybrid System, DW3000 Modem, AOL+ Grey Dish, SatMex5 1230, Gateway 66.82.156.161, 4.2.1.10, Win98se | |
| LesZ
join:2006-08-23
Scales Mound, IL
1 edit | said by briardlady  :Update - please help! My original HN700S started giving me a lot of TXcode3 errors, and I would have no service for hours. (This started after a massive power outage that went on for about 14 hours, but the modem is plugged into a surge protector, and none of my other computer stuff acted weird.) If I unplugged the power to the modem, I could get service back for a few minutes at a time, or if I just waited a couple of hours, eventually it would work fine for hours. Signal strength 83, since I'm on IA6 (93W 1433) I had good speeds most of the time - when it would work. Hughes sent me a new modem, with no instructions. I called, tier 1 had me on the registration/setup/installer page, kept switching from 93 W to 99W, different frequencies, could not get a signal above 18. Finally sent me to tier 2, who knew it should be working on 93w, but still no signal strength. If I picked the only IA6 option under satellite transponders, I could get a signal strength of 54, but wrong frequency. Tier 2 says my radio is probably bad. BUT, BUT, BUT - after getting off the line with tier 2, who arranged a dispatch for me in a few days (??), I switched back to the old modem. I now have a working connection, signal strength 84. This can't be a radio problem, right? My first thought is they sent me a bad replacement modem? Can any of the experts on here give me anything to take to Hughes to give them a clue where to look? Or give me anything I can try? I'll keep using the old modem (obviously), but really need to get more consistent service. Thanks in advance for any help you can give. p.s. Well, I had a working connection, it just went TXcode3 on me again. Thank goodness for laptops and aircards. BTW, the tier 2 guy (american!)was very upfront about the overcrowding on so many satellites, said it was only a matter of time until IA6 was overcrowded too. I'm on the same satellite you are, and I had some similar problems with a new 7000S modem. Perhaps my experience will have been the same as yours.
First, when they are shipping the modems, they might be set to point to a different satellite. Mine was set to point to Horizons 1. And someone at Hughes had also entered Horizons 1 into their computer. Thus, whenever I tried to register the modem, the registration went ok, but, as soon as the registration was complete and the files from Hughes started to download to my modem, the modem was re-set to try to connect to Horizons 1, the wrong satellite. So, my signal strength went down to almost 0, and I couldn't connect to anything. The solution is that Hughes needs to make sure that, in their records, the change is made from the wrong satellite to IA6. To get that done, you will probably have to get to at least Tier 3 tech support. It took me several calls (after getting disconnected twice and waiting on hold a total of 2 hours) to get them to fix it up. Once they changed their computer to say that the modem should be connecting to the right satellite, the registration went fine, and I was connected.
With regard to your signal strength when you are registering the modem, it might start out low, but once the registration is complete and the modem is trying to connect to the right transponder, it should go back up.
Also, though, I've had a problem that has come and gone in that, at times, I can't connect or stay connected. When this happens, like with you, I might stay connected for a few minutes. Then, I'll lose the connection for 10-20 minutes, get it back, lose it again, and so on. The root of that problem is that I'm not always making connection with the web accelerator. When it fails to connect or loses its connection and goes to a status of "not operational", I can't connect. This one is also evidently a problem on Hughes' end and may be unique to my/our satellite and/or transponder. So, I know you are on the same satellite that I am. If you are on the same transponder, too, that might be the source of that problem. Rebooting the modem can usually regain my ability to connect because, when I reboot the modem, it then establishes a connection with a different web accelerator address, and, evidently, the modem is only having difficulty with some web accelerator addresses.
Les
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7000S,.74m, 1W, Pro+ Plan, IA6/1216 | |
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briardlady
Don't let the dogs out
Premium
join:2006-08-05
Lebec, CA
| Thanks very much! This gives me two angles to approach cs. Turns out I was talking to tier3 yesterday, for all the good it did.
I'm not clear on one thing - when they send out a modem, they have already programmed the satellite into that modem? The new one did come saying 99w, but my account still said 93W, which is where the old modem is still working. If the account is right, is it possible to change the modem to the right satellite? Had no luck getting a signal on either one yesterday, but the old modem is still getting a good signal. When it works - had about 5 hours yesterday with txcode3 error, no signal.
First I'm going to try for a new power brick.
Les, what error code did you get when you lost service? Do the error codes really mean anything?
Thanks again!
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HN7000s since 08/04/06, no router, pro plan, signal ~ 78, winxp w/sp2. IE7beta2, mozilla 1.0.6 | |
| | LesZ
join:2006-08-23
Scales Mound, IL
| Re: [HN7000S] replacement modem doesn't work said by briardlady :Thanks very much! This gives me two angles to approach cs. Turns out I was talking to tier3 yesterday, for all the good it did. I'm not clear on one thing - when they send out a modem, they have already programmed the satellite into that modem? The new one did come saying 99w, but my account still said 93W, which is where the old modem is still working. If the account is right, is it possible to change the modem to the right satellite? Had no luck getting a signal on either one yesterday, but the old modem is still getting a good signal. When it works - had about 5 hours yesterday with txcode3 error, no signal. First I'm going to try for a new power brick. Les, what error code did you get when you lost service? Do the error codes really mean anything? Thanks again! My modem was programmed for Horizons, even though I am pointed to IA6. If the computer at Hughes has you on the right satellite, what the modem is programmed for shouldn't make any difference because, once you enter the right parameters and register the modem, those parameters should match up with what is right. However, if Hughes has the wrong satellite in its records, even if you enter the right parameters, as soon as you register the modem, the file download from Hughes will change it back to the wrong parameters.
Also, regardless of what the modem is programmed for, you can wipe the modem clean in one of two ways. First, you can do it by using the "re-set" button on the back of the modem.
Or you can run a command (cmd). Then type in telnet 192.168.0.1 1953. Then press enter. Then type in RF and hit enter again. That will also wipe the modem clean. In either case, though, make sure that you have the right information for the parameters to enter when you re-register the modem because you will be starting from scratch.
When I was losing my ability to connect, there was no error code for either transmit or receive, but, on the System Status page, the button that was green would be amber (or red) and the web acceleration status would either say
"not opertational" or "inactive" or "connecting". Actually, it would go back and forth between the three, but it would never actually connect unless I rebooted the modem, in which case it would successfully connect using a different web accelerator address.
Les
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7000S,.74m, 1W, Pro+ Plan, IA6/1216 | |
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