Forum Discussion
System State Code : 12.5.4
I have been a customer for the past 25 years and this is the worst service I have ever gotten. I had to call and try to understand someone that couldn't speak English if they even tried, then they sent me a new HR3000 Modem and I am still getting the System State Code : 12.5.4. . Tech support was supposed to call in 24 to 48 hours and that was 5 days ago and still no call. I have to hook up to my phone just to get connected to the internet. When I disconnect from my phone I get the 12.5.4 System code again. I am getting fed up with this crap and am seriously thinking about switching to Starlink.
Hi jcb31956,
I see a technician visited and got service running again on 6/5/26. I'll be marking this thread as solved and closing it. Feel free to create a new thread if you have any lingering questions or concerns.
Thank you,
Amanda
14 Replies
Hello,
Thank you for voicing your concerns! I would be happy to assist you. Please send me a private message with your SAN or the phone number registered to the account.
Kathy
.....
Now I am getting a System State Code : 12.1.9
Your system SUCKS
We strongly recommend removing your previous comment, which contains private personal information. Please send us a private message so we can continue assisting you.
Kathy
I can't send you an email without your email address, I just tried to send it to the one about removing my private information and it came back to me as not deliverable.
It's not an email; it's a private message. Click on her name, then look on the right side of the screen and click the word "Message."
Good afternoon jcb31956,
First, I'd like to thank you for your loyalty to our products. It is rare to see folks stick with a product, even a brand of soap, for over 20 years. We appreciate it and would like to just check in and make sure we're taking good care of you. I see you have a technician scheduled for the 10th to repoint your system. I had an engineer here double-check that the system does indeed require a repoint to get it back up and running. Before I send any requests out and create an inconvenience for you, I wanted to ask if you specifically needed the visit scheduled for the 10th, or should I send a request to try and bump it up earlier?
Thank you,
Amanda
If you can get them to service my system sooner than the 10th I would like it, I don't feel like I should have to wait another week to get my service back to normal.
I haven't heard back from you about getting a service tech out to my location before next Wednesday. I feel that I should be taken care of before a new system is installed for someone else.
Hi jcb31956,
I agree, we'll do our best to push the schedule up. Let me see what I can do! I appreciate your patience,
Hi jcb31956,
I see a technician visited and got service running again on 6/5/26. I'll be marking this thread as solved and closing it. Feel free to create a new thread if you have any lingering questions or concerns.
Thank you,
Amanda
