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 ...
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

Liz's avatar
Liz
Moderator

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

    • TFH721's avatar
      TFH721
      Freshman
      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

      • Liz's avatar
        Liz
        Moderator
        3 years ago

        Good morning Todd,

         

        Aha! Thank you so much for updating us with what happened. So glad that Charles found that and addressed that for you to get back online. We're happy to have helped. Please don't hesitate to visit the community again if you have other concerns.

         

        Thanks,

        Liz