Often small problems can arise with your internet connection, weather it is a satellite broadband based solution or an ADSL line. We find that a lot of the time the problems are internal and a few simple tests can find the source of the problem, fix the problem and save you time.
Below we have listed a few troubleshooting steps which you can go through to try and find out what might be causing you to have no connection and how you can fix it. These tips are based upon you having a satellite modem, but can be adapted for other connections. Our main aim here is to decrease any downtime you may suffer and to diagnose the problem quickly so we can rectify it for you.
Step 1 – Are you connected via wireless / plugged into a Wi-Fi router?
75% of the time when a customer calls us saying their internet is not working it turns out to be a Wi-Fi router problem and not a fault of the main hardware. If you first notice that your internet connection is not working and you are on a smart device or wireless device a simple test can eliminate the router from being the problem.
Test 1 – Connect a computer or laptop directly to the (HUGHES) Modem using an Ethernet cable. Ensure router is unplugged and switched off.
Once the first test has been carried out it will either return you the result of having or not having an internet connection to your home. If you cannot access the internet when directly connected the problem is external (or the modem itself) based. If however you can access the internet this means there is an active internet connection to your home, the problem is with the wireless router. If this is the case contact the manufacturer of the router they will be able to assist you.
Step 2 – Have you checked all the cables?
When systems are first installed a good installer will make sure all cables are tightly connected to and from the modem. With satellite systems coaxial connecters are used to join the ODU (outdoor unit) to the modem, the installed will crimp these into place, these need to be water tight or water damage to the cable could be another problem.
Test 2 – Turn off the modem from the main power and unscrew the coaxial cables from the back. Ensure you remember where they go as screwing them back in incorrectly can cause further problems which may require an engineer site visit. Once removed leave for 5-10minutes, this allows the modem to shut down completely. Screw the connectors back into the correct positions and tighten, be careful not to bend the inner pin, don’t overly force the cable or they may break.
Once the modem has booted up again, might take another 5 minutes, test the internet connection by browsing.
This is not often the problem for connections but eliminates this as an issue.
Tip* when a modem is rebooting do not turn it off as this may corrupt the data on the modem and cause further problems. Modem booting time is 5-10minutes, updates automatically install from the boot up process and interrupting this causes the corruption.
Step 3- Checking the lights on your modem
The lights on the modem usually indicate where the fault lies. Each modem has different status lights on them which can mean different things. The below is correct for a HUGHES satellite modem.
There are 5 lights on the front of the modem which are; LAN, Transmit, Receive, System, Power.
Normal operation would see all the modem lights lit up in blue which the ‘Receive’ modem light constantly blinking.
Browsing or Traffic
When there is browsing or traffic going through the network the ‘transit’ light will also start to blink.
When the modem is connected directly to a computer to or a router the LAN light will appear. If you are connected and the light fails to appear this could indicate a problem with the Ethernet cable.
Test-3 If no LAN light appears check Ethernet cable is plugged into the correct ports. If you are sure it’s connected correctly and there is still no light try connecting a new Ethernet cable as it could be cable damage causing a problem. Finally if you are still not receiving a LAN light then it could be an internal problem with the Modem itself, call your provider to find a solution.
Transmit and Receive Light
If your satellite system is correctly installed, aligned and you’re receiving signal then these two lights should blink as mentioned above. The dish being out of alignment is the most common cause for one or both of these lights to not be lit. Sometimes it could be down to faulty equipment which would need to be replaced.
It could also be caused by bad cabling to the ODU and the LNB/BUC which is the outdoors part of the satellite. If you can access your ODU then try carefully to unscrew the cables as we did in Test 2. If you are not comfortable doing this then please call your provider who will call an engineer to check out the problem.
The power light should remain lit whenever the modem has power running through it. If it is not on the modem has not got a power supply attached.
The last fault that might occur is the system light turning red and the other lights going off completely. If this happens the modem has probably corrupted and will need replacing.
If you follow these troubleshooting steps and still have a problem, like us your ISP will be happy to help you. If you are a HySpeed Broadband customer give us a call on 0203 582 1366.
I hope these steps helped you out and solved some simply problems for you. Thank you for taking time to read our blog.