Forum Discussion
Internet Disconnecting Randomly
Hello! I've sent two emails about this. One email gave me a stereotypical "It's Fair Access Policy, I gave you more data, it should be fixed." The second email has no response yet. I am in FAP. Norm...
After further troubleshooting, I was unable to find any issues with the equipment or signal. I did, however, reset a few things on the modem side. Please let me know if you see any improvements over the next day or so. If there is still no improvement, we will need to have a case escalated to our advanced technical support.
-Damian
Damian wrote:
Thank you for reaching out to us, I am sorry to hear you have been experiencing this. I see that the representative who contacted you via email was unable to find any issues with the equipment. This, of course, does include you running out of data and experiencing throttled speeds. I noticed that some of the devices connected to your network have a fair or poor signal instead of good. When your speeds are already being throttled, poor signal quality can really slow things down even further. This can also result in a time out from failing to establish a connection for too long. I recommend moving your devices closer to the modem if possible. I will run deeper tests in the meantime, to make sure that there was nothing missed by the representative. Thank you for your patience in advance.
-Damian
Hi! Thank you for the response.
I understand this, but is there any reason why this would suddenly change? Nothing has been moved, etc. This problem is fairly recent - I cannot move things closer to the modem, or vice versa. It has been fine in FAP before, but now I am consistently getting a "DNS server" error every twenty minutes. And regardless, even during Bonus Zone, or when the rep gave me a gig, it continued to perform the same way. I understand throttling can cause it to time out, but why would this continue when my connection is not being slowed and I have data?
After further troubleshooting, I was unable to find any issues with the equipment or signal. I did, however, reset a few things on the modem side. Please let me know if you see any improvements over the next day or so. If there is still no improvement, we will need to have a case escalated to our advanced technical support.
-Damian
Damian wrote:After further troubleshooting, I was unable to find any issues with the equipment or signal. I did, however, reset a few things on the modem side. Please let me know if you see any improvements over the next day or so. If there is still no improvement, we will need to have a case escalated to our advanced technical support.
-Damian
Hi! It actually cleared up recently - after going on for over a month! I am not sure what changed, but it's 100% better now - thank you so much if that was you!
I appreciate the help (also sorry for the slow reply !)I am glad to hear the service is working better now. What I reset on our end did have something to do with the DNS server, so it is possible this corrected the issue.
I will leave this thread open for a while, just in case anything changes. Please respond here or create a new thread if you ever need further assistance.
-Damian
