Forum Discussion

olympicfarmer's avatar
olympicfarmer
Freshman
5 years ago

Is the system currently down?

Woke up to no system, transmit, or receive lights on the modem. Unplugged it for five minutes, plugged it back in- same thing. The last time this happened turned out to be a system outage. I can...
modem lights
Outage
  • Liz's avatar
    Liz
    5 years ago

    Good morning olympicfarmer,

     

    Thanks for posting and providing all this information, it helps. I just ran diagnostics and despite the weather at your gateway being fine, I'm unable to communicate with your modem. Let's replace it and see if we can get you back online. I'm shipping you a complimentary modem, please expect it in a few days. Here are instructions on how to replace your modem.  You can use the box in which the new modem arrives to return the old one; there's a return label in the outer pouch.

     

  • olympicfarmer's avatar
    olympicfarmer
    5 years ago

    I owe you a very big "Thank You"

     

    The modem arrived today, so we are back up and running.  It set itself up automatically, and appears to be working just fine.

     

    My wife sincerely appreciates having our connection back for Xmas.  I hope you enjoy a wondeful holiday.  

olympicfarmer's avatar
olympicfarmer
Freshman
Thanks. In my experience I get a faster response from the community than from the customer service line! And it’s Saturday, so I have low hopes.
But I’ll give them a call, thanks!
maratsade's avatar
maratsade
Distinguished Professor IV
5 years ago

I would recomment the chat, at least to find out if there's an outage.  The mods here will be able to run remote diagnostics on Monday for you, but for now, you could at least see whether there's any kind of outage in your area.   

  • olympicfarmer's avatar
    olympicfarmer
    Freshman
    5 years ago
    No internet means no chat. Our cell signal is virtually zero up here in the mountains. It’s a miracle I can even see this page!
    • maratsade's avatar
      maratsade
      Distinguished Professor IV
      5 years ago

      Oh, that stinks.  I wish we had a system status page on the community....

       

      Edit: Downdetector shows outages, and one of them looks large (ish), near Wichita, KS.