Forum Discussion
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...
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.
Good morning lcregger,
I see the equipment arrived at your location last week. Have you been able to give them a spin?
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!
Thanks for checking those things. This is definitely something the reps will have to help with. Hopefully they'll reply tomorrow. :)
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.
