Forum Discussion

7155570761's avatar
7155570761
New Poster
5 years ago

modem shuts down

I was just hooked up last week and everything worked great for the 1st two days. After that the modem shuts down about every 5-10 minutes even when not in use. It boots back up 3-4 minutes later

  • Liz's avatar
    Liz
    5 years ago

    Hi 7155570761,

     

      It's been a while since we last heard from you, and your diagnostics are showing no unusual reboots like before, so we will close this thread. If you still have concerns, please start a new thread and include a detailed explanation so we can better assist you.

     

    Have a good weekend!

     

    -Liz

     

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hello 7155570761,

     

      I'm glad you found the community, thank you for posting. I pulled up your account to investigate and sent a command to your modem. Please monitor its performance and let me know if it's still rebooting constantly.

     

      Your cooperation, patience, and understanding are much appreciated.

     

    Thanks,

    Liz

     

      • Liz's avatar
        Liz
        Moderator
        5 years ago

        Hi 7155570761,

         

        Thank you for the update. I've sent another command to your modem, please let me know if by tomorrow the rebooting has stopped. 

         

          Your cooperation, patience, and understanding are much appreciated.

         

        Thanks,

        Liz

         

  • Liz's avatar
    Liz
    Moderator
    5 years ago

    Hi 7155570761,

     

    Thank you for your patience while our engineers looked into this for you. They found that something inside the modem got stuck, which caused this unusual rebooting. I've sent you a free replacement modem.

     

    Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch. 

     

    Let me know how the new modem works out for you!

     

    Thanks,

    Liz