LesZ
join:2006-08-23
Scales Mound, IL
1 edit | reply to briardlady
Re: [HN7000S] replacement modem doesn't work
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 |
