Forum Discussion

Matt_Is_My_Name's avatar
Matt_Is_My_Name
Sophomore
8 years ago

Intermittent System Outage, Little help from customer support. All out of ideas!

(HT1100) For a few weeks now I have been periodically losing service, and it seems to be becoming more frequent as time goes on. At this point in time I am dropping connection about once every 15 mi...
Performance
  • Liz's avatar
    Liz
    8 years ago

     

    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.

Liz's avatar
Liz
Moderator

Hi Matt,

 

Thank you so much for this wealth of information, this certainly helps. The state codes you're listing are the usual codes that come up to indicate the different stages when the system is coming back online. I've run diagnostics to see if I can see why the internet keeps going down and there is something I'd like to investigate further so I can determine the next step. I'll keep you posted once I have any news to share. 

 

Your cooperation, patience, and understanding are much appreciated.
 

Matt_Is_My_Name's avatar
Matt_Is_My_Name
Sophomore
8 years ago

Reading what those codes say I didn't think they would be the answer to the big question, but I usually find it best to give all the information I got.

 

Thanks for the reply, I'll be checking back to see what you come up with!

  • Liz's avatar
    Liz
    Moderator
    8 years ago

     

    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.

    • Matt_Is_My_Name's avatar
      Matt_Is_My_Name
      Sophomore
      8 years ago

      The techs just hit the road after being here for about 45 minutes. They replaced the radio and the modem, as well as checked the fittings at the ground block. I was told there was water inside the connector, so he cleaned it out and replaced the fittings. Although it's not clear if the water was the issue, it surely wasn't helping matters at all.

       

      As of right now my signal quality is better with a deep overcast sky than it was on a clear day before. I was told the modem will be rebooting itself and doing various strange things for a couple of hours, so I will update this thread tomorrow with my results, but I will say things are already looking up!

       

      Thanks for the help.

      • Liz's avatar
        Liz
        Moderator
        8 years ago

        Excellent, thank you for this update, Matt! I hope to hear good news from you upon your next posting. :)