Forum Discussion

cherylaoife's avatar
cherylaoife
Sophomore
5 years ago

I keep losing connection

UPDATE 02/13/2020:  Finally got a tech to pay a visit late yesterday. Not only was the dish out of alignment but the modem and power pack had to be replaced. So it was a combo of the 2. And I now my ...
Performance
  • Liz's avatar
    Liz
    5 years ago

    Good morning cherylaoife,

     

      I'm glad you found the community, thank you for posting. Glad to see service is stable again. I'm able to run diagnostics on your site, and while everything is working well now, I would recommend a dish realignment. If you get in touch with business/SME support in the future should you run into intermittent connectivity, I would request a tech for a realignment, even if the diagnostics still show everything as OK at that time.

     

    -Liz

     

  • cherylaoife's avatar
    cherylaoife
    5 years ago

    Liz 

    maratsade 

    GabeU 

    MarkJFine

     

    UPDATE 02/13/2020:  Finally got a tech to pay a visit late yesterday. Not only was the dish out of alignment but the modem and power pack had to be replaced. So it was a combo of the 2. And I now my system is a little bit faster than it was before the issues cropped up last week!

     

    Thanks to everyone who responded and helped me maintain what little sanity I had left.

     

     

     

cherylaoife's avatar
cherylaoife
Sophomore
Liz Thanks for your reply. I did finally get in touch with a rep via phone yesterday and he ran some diagnostics and said it did appear that my dish was out of alignment. And might not have been properly aligned when it was first installed. In any case, I'm now waiting for someone to contact me for an appointment - as my connectivity deteriorates even further, and I lose another day of income.
Liz's avatar
Liz
Moderator
5 years ago

Hi cherylaoife, 

 

Thank you for this update, glad to hear you have a dispatch set up to address the dish alignment.

 

Thanks,

Liz

 

  • cherylaoife's avatar
    cherylaoife
    Sophomore
    5 years ago
    Liz I don't have anything set up yet - I'm waiting for someone to contact me to set something up. In the meantime, I'm just losing income - and what's left of my mind. Cheryl
    • Liz's avatar
      Liz
      Moderator
      5 years ago

      I'm looking at the case notes and in our system there is an open dispatch for your site, which means we will assign or have already assigned someone to visit your site. The notes indicate that the ETA is 02/12/20 17:00. Let me verify with the person overseeing this assigned tech that the ETA is correct and whether someone will still reach out to you. For residential customers, the tech typically does reach out to the customer before the visit to confirm the date and time.

       

      I'll post back once I have any news to share.

       

        Your patience and understanding are much appreciated.

       

      Thanks,

      Liz

       

      • cherylaoife's avatar
        cherylaoife
        Sophomore
        5 years ago
        Thank you once again, Liz. I appreciate your assistance with this. Cheryl