Forum Discussion
Intermittent System Outage, Little help from customer support. All out of ideas!
Hi Matt,
Thank you again for your patience. After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Monday, May 1, 2017 between 8:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #103748888 if you need to reschedule. Please let us know how the site visit goes.
This will almost certainly be something the reps will need to address, but in the meantime it would be best to leave the modem powered. When it's unplugged or powered down, the modem loses the logs and it's important that the reps or engineers have those logs to view. If you are concerned that something might use data through a router while it's powered, just disconnect the router or power it down, but make sure to leave the power on to the modem.
The reps are on M-F from approximately 8AM to 5PM EST.
Those logs don't appear to be subscriber end issues... Would certainly require someone to look at the gateway to see if it's acting up.
