Forum Discussion

Heftig's avatar
Heftig
Freshman
5 years ago

Keep Losing Gateway Connection

Hello all, we've had service for over a year now and though it's been a bit slow at times the reliablility has been excellent until a couple days ago.   We had a really bad windstorm and in the eve...
connectivity
disconnections
Gateway
Performance
  • Liz's avatar
    Liz
    5 years ago

    Good morning Heftig,

     

    Thank you for your patience while we worked to address your concerns. Our field services department has assigned a new local dealer to handle your site visit. You'll be contacted soon for scheduling. If you still have any other concerns, please don't hesitate to drop by the community again.

     

    Thanks,

    Liz

     

Liz's avatar
Liz
Moderator

Hello Heftig,

 

Thanks for this update. Please private message me the correct address and contact number so I can ensure that what we have on file is correct, and then I'll escalate this to our field services department here at corporate to ensure we get a tech to your site to address your concerns.

 

Your cooperation, patience, and understanding are much appreciated.

 

Thanks,

Liz

 

Liz's avatar
Liz
Moderator
5 years ago

Good morning Heftig,

 

Thank you for your patience while we worked to address your concerns. Our field services department has assigned a new local dealer to handle your site visit. You'll be contacted soon for scheduling. If you still have any other concerns, please don't hesitate to drop by the community again.

 

Thanks,

Liz

 

  • Heftig's avatar
    Heftig
    Freshman
    5 years ago

    Good morning Liz,

     

    I don't think a site visit will be neccessary anymore as the issue has, to all appearances, resolved itself. Since we last spoke our connection continued to deteriorate to a nearly unusable state (being connected for only a few moments at a time between long periods of no internet) and then suddenly late Saterday night everything went back to normal, we had internet connection as fast and as stable as ever, I was waiting a couple days to see if either the connection went bad again or I heard back from you since I had assumed the issue was on your end since we didn't change anything here. But everything seems to be fine now, I just got off the phone with your other office and told them not to send anyone out since there really isn't anything apparently wrong.

     

    Thank you for your prompt and courteous responses during this unfortunate affair, have a lovely day and hopefully we won't be in touch anymore, ;)

    ~ Heftig

    • Liz's avatar
      Liz
      Moderator
      5 years ago

      Hi Heftig,

       

      Thank you for the update, glad the service has been working well for you lately. Please don't hesitate to post again in the community if you have any other concerns.

       

      Thanks,

      Liz