Forum Discussion

lcregger's avatar
lcregger
Freshman
7 years ago

Connection drops intermittently

For the last two months, I have been experiencing dropped connections on my Gen 5 system.  These routinely occur during the daytime: a) after 6 a.m. b) occur about every 5-7 minutes c) only last a...
Performance
  • Liz's avatar
    Liz
    7 years ago

    Hi lcregger,

     

    Thank you for your patience while the engineers investigated your case. They would like to get a hold of your modem and ATA for debugging, as they aren't able to reproduce the same issue on their lab equipment. I will have replacement equipment shipped at no cost to you, but I will also email you special return labels so that our engineers get your equipment.

     

    Your cooperation, patience, and understanding are much appreciated.

     

  • Liz's avatar
    Liz
    7 years ago

    Good morning lcregger,

     

    I see the equipment arrived at your location last week. Have you been able to give them a spin?

     

     

     

     

lcregger's avatar
lcregger
Freshman

a) Modem is plugged directly into wall outlet.

b) Both power plug and coax are snugly connected to modem.

c) Modem stays on 24/7 unless I am in the process of re-booting the modem.

 

No difference noted in modem dropping out intermitently during the day.

Thanks for your response!

 
GabeU's avatar
GabeU
Distinguished Professor IV
7 years ago

lcregger

 

Thanks for checking those things.  This is definitely something the reps will have to help with.  Hopefully they'll reply tomorrow.  :)  

  • Liz's avatar
    Liz
    Moderator
    7 years ago

    Hi lcregger,

     

    I'm glad you found the community, thank you for posting. Your clear and concise answers help a great deal. I ran diagnostics on your site to check on the equipment, and so far everything looks to be in working order. So that I may review your state code history from the modem, please don't reboot the modem. 

     

    I also want to make an adjustment to your modem to see if it will make a difference in the frequency of disconnects. Please let me know when you're done using the internet, as the adjustment will disconnect you from the internet briefly.

     

    Your cooperation, patience, and understanding are much appreciated.

     

    • lcregger's avatar
      lcregger
      Freshman
      7 years ago

      I will not use the internet or modem till I hear from you, that it's OK to use it once again!

      Thanks for your assistance.

       
      • Liz's avatar
        Liz
        Moderator
        7 years ago

        Thanks, I've done the adjustment. Let me know how it works.