Forum Discussion

TFH721's avatar
TFH721
Freshman
3 years ago

My modem has no system receiver transmit lights.

I made a phone call the other day but I wasn’t home to help the tech get through the steps. But I’ve tried everything from rebooting and  checking all the connections. No change. I can’t get through on chat or the phone being a Saturday when I only have time to call or try to get this fixed. But from what I’ve read on the other threads I’m probably gonna need someone to come out here.

Performance
  • Liz's avatar
    Liz
    3 years ago

    Good morning Todd,

     

    Thank you for this update. I'm sending a complimentary tech to get you back online. Your dispatch is currently scheduled for our earliest available slot: Friday, Apr 15, 2022 between 08:00 AM-11:00 AM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. Please let us know how the site visit goes.

     

    Thanks,

    Liz

  • TFH721's avatar
    TFH721
    3 years ago

    Hi Liz. 

    Charles came over and found underground wire was damaged. That fixed the problem. Thank you for your help. Charles was outstanding tech. I appreciate everyone’s insight. I’ll be mailing the modem back asap.

     

    Todd

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    3 years ago

    The phone agents are available 24/7, so you may want to try calling very early  in the morning. The reps on this site won't be back until Monday, and they may not be able to reply right away.  I suggest that while you wait for a reply you try the toll free number again, so the reps can check your modem remotely to determine what's going on and what the next steps will be.  If you don't want to call, then you will need to wait until next week for a reply here. 

    • TFH721's avatar
      TFH721
      Freshman
      3 years ago

      I tried it said 45 minute wait. I engaged someone in chat but got disconnected. Thanks for the heads up on everything. 

      • maratsade's avatar
        maratsade
        Distinguished Professor IV
        3 years ago

        Darn. Maybe you can try early Sunday. I'd try early in the morning, between 7 and 9 am.  It stinks that you may have to wait longer to hear from someone here, but I hope Liz , Remy or Damian will reply on Monday.  

  • Liz's avatar
    Liz
    Moderator
    3 years ago

    Good morning TFH721,

     

    Thank you for reaching out and sharing what you've tried so far. I'm sending you a replacement modem first to see if that gets you back online. It should arrive in a few days, and you can use its box to return the old one. The return label should be included in the outer pouch. Please let me know how the new modem works out for you.

     

    Thanks,

    Liz

    • TFH721's avatar
      TFH721
      Freshman
      3 years ago

      Hi Liz. Got the new modem today. Unfortunately still having the same problem.

       

      Todd

      • Liz's avatar
        Liz
        Moderator
        3 years ago

        Good morning Todd,

         

        Thank you for this update. I'm sending a complimentary tech to get you back online. Your dispatch is currently scheduled for our earliest available slot: Friday, Apr 15, 2022 between 08:00 AM-11:00 AM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. Please let us know how the site visit goes.

         

        Thanks,

        Liz

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    3 years ago

    TFH721 

     

    Are you able to bring up this modem page?  It's preferable to try with a device that's connected via LAN cable, but you can try via WiFi too.  

     

    If you can, what do you see listed for a State Code in the System Summary box near the top of the page?  This State Code can help to point to the cause of the problem, and may help the reps here to determine the next step if they're not able to establish a remote connection to the modem.