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

I'll arrange to be available at 2 PM ET on Friday the 9th.

 

I have not been able to use the computer today to chart any "hiccups" but it seems to be working good currently.

 
Liz's avatar
Liz
Moderator
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
    7 years ago

    Yes everything is/was working fine!  The old units have been returned and you can close everything out now!

    Thanks for your assistance!

     
  • Liz's avatar
    Liz
    Moderator
    7 years ago

    That's great to hear! I bet he engineers can't wait to check out the returning equipment especially now that I know the issues aren't persisting on your replacement equipment. Did you use the shipping labels I emailed to your gmail account for the returning equipment?

     

     

     

    Thank you again for your time and cooperation, we really appreciate your help.

     

     

  • Liz's avatar
    Liz
    Moderator
    7 years ago

    Hi lcregger,

     

    The tracking numbers on the shipping labels I e-mailed you seem to indicate that nothing using those labels have been shipped. If you used other labels, please send me the tracking for those so we can get a hold of your old equipment for engineering to debug.

     

      Your cooperation, patience, and understanding are much appreciated.

     

     

  • lcregger's avatar
    lcregger
    Freshman
    7 years ago

    I used the two labels included with the new equipment to return the old equipment.  Unfortunately I do not have those numbers as my UPS delivery man did not provide me with a  receipt. 

    Larry

     
  • Liz's avatar
    Liz
    Moderator
    7 years ago

    Thanks for the clarification, Larry.