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Shelby947's avatar
Shelby947
Freshman
8 years ago
Solved

Limited connectivity/zero connectivity 2000s

I’ll try to make this as concise as I can. The first week of may our internet quit. I pulled up the system control page and saw errors that I knew were not the usual ones. After an hour on the phon...
Performance
  • Liz's avatar
    Liz
    8 years ago

    Good morning Shelby947,

     

    Thank you for your patience while we investigated your case. Engineering is suggesting we replace your modem, radio, and cables.  Your complimentary dispatch is currently scheduled for our earliest available slot: Thursday, Jun 21, 2018 between 08:00 AM-11:00 AM.  Call us at 866.347.3292 and reference case #113194988 if you need to reschedule. Please let us know how the site visit goes.

     

     

Shelby947's avatar
Shelby947
Freshman
8 years ago
Thank you so much for your welcome and your prompt response, Liz. I have been with you guys for a long time.

I did forget to add that I do the usual unplug for 20 seconds trick which I did a bit ago and that got us connected again. However there is still a problem. Off and on it tells me there is limited connectivity. It is working at this second with no error codes but I promise they will start happening again.

Thanks so much again for your help.
Shelby947's avatar
Shelby947
Freshman
8 years ago
Also should I be keeping a list of all of the errors? I figure that’s something you can see on your end so I haven’t been doing that.
  • Liz's avatar
    Liz
    Moderator
    8 years ago

    You're welcome. If you see errors other than 12.1.12 or 12.7.1 (basically any 12.x.x codes) take note of that; when you unplug the power from the modem for an extended period of time, we lose the state code history. 

     

     

    • Shelby947's avatar
      Shelby947
      Freshman
      8 years ago
      Ok will do. Thank you!
      • Shelby947's avatar
        Shelby947
        Freshman
        8 years ago

        Hello Liz,

         

        Any updates you can give me?

         

        Our service has been terrible.  Not working more than working.  When it does work, it is extremely slow.  I know I'm repeating myself, but I really need to get this all solved and working like it should.

         

        I've had company so I haven't been super vigelent, but I have a partial list of error codes that have occured--I'm not including all of the zeros.

         

        Diagnostic Code                               System State Code

         

        0049                                                        0.0.0

        0402-0481                                             12.1.12

        4020-4800-0040                                          0

        2-0489                                                      30.1.1

        n/a                                                              11.2.1

        n/a                                                              11.2.5

        n/a                                                              12.7.1

         

        Thanks in advance for your help