Forum Discussion
Connection drops intermittently
For the last two months, I have been experiencing dropped connections on my Gen 5 system. These routinely occur during the daytime: a) after 6 a.m. b) occur about every 5-7 minutes c) only last a...
Hi lcregger,
Thank you for your patience while the engineers investigated your case. They would like to get a hold of your modem and ATA for debugging, as they aren't able to reproduce the same issue on their lab equipment. I will have replacement equipment shipped at no cost to you, but I will also email you special return labels so that our engineers get your equipment.
Your cooperation, patience, and understanding are much appreciated.
Good morning lcregger,
I see the equipment arrived at your location last week. Have you been able to give them a spin?
OK thank you. Is the phone number assosciated with your Voice service, ending in 72, the only number at which we can reach you?
Yes, the Voice number ending in 72 is the only number available.
Thank you. Please expect a call from engineering today at 2pm EST.
Your cooperation, patience, and understanding are much appreciated.
Will do!
Thanks for the assistance Liz!
Hi lcregger,
The engineers made a small breakthrough yesterday, but will need another trace capturing session. Are you available tomorrow for another call? Please let me know your availability so we can set up another appointment. We can do 2 PM ET again if that also works for you.
Your cooperation, patience, and understanding are much appreciated.
I'll arrange to be available at 2 PM ET on Friday the 9th.
I have not been able to use the computer today to chart any "hiccups" but it seems to be working good currently.
Sounds good! I'll let the engineers know. They'll reach out to you tomorrow at 2 pm ET.
Your cooperation, patience, and understanding are much appreciated.
Hi lcregger,
Thank you for your patience while the engineers investigated your case. They would like to get a hold of your modem and ATA for debugging, as they aren't able to reproduce the same issue on their lab equipment. I will have replacement equipment shipped at no cost to you, but I will also email you special return labels so that our engineers get your equipment.
Your cooperation, patience, and understanding are much appreciated.
Sounds good.......
Good morning lcregger,
I see the equipment arrived at your location last week. Have you been able to give them a spin?
Yes everything is/was working fine! The old units have been returned and you can close everything out now!
Thanks for your assistance!
That's great to hear! I bet he engineers can't wait to check out the returning equipment especially now that I know the issues aren't persisting on your replacement equipment. Did you use the shipping labels I emailed to your gmail account for the returning equipment?
Thank you again for your time and cooperation, we really appreciate your help.
Hi lcregger,
The tracking numbers on the shipping labels I e-mailed you seem to indicate that nothing using those labels have been shipped. If you used other labels, please send me the tracking for those so we can get a hold of your old equipment for engineering to debug.
Your cooperation, patience, and understanding are much appreciated.
I used the two labels included with the new equipment to return the old equipment. Unfortunately I do not have those numbers as my UPS delivery man did not provide me with a receipt.
Larry
Thanks for the clarification, Larry.
