Forum Discussion

Six60street's avatar
Six60street
Freshman
8 months ago

Domain block w/wifi but not hotspot

Starting in Febuary 24 one of my buisness information sytems became unloginable with HN wifi, i can log in using my ph hotspot on same device, durring the whole month of april it worked perfectly the...
log in err connection reset
Performance
  • Remy's avatar
    Remy
    8 months ago

    Six60street,

     

    Thank you for reaching out! Welcome to the Community! We're sorry to hear you've been experiencing service issues. I was able to pull your account up through your Community profile, which is great! Upon investigating your account, it seems you've been having frequent modem related state codes. To start, I'd like to send a replacement modem, to see if that alleviates the issue. 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,

    Remy

     

Six60street's avatar
Six60street
Freshman

tried all, none work. if i use my hot spot to my lap top on chrome it works flawlessly, when i click on the log in page it goes to " aboutblank" in top bar, thinks for about 4-5 seconds then taps out with "err-connection_reset.  it has to be a lap top setting or HN.    willing to pay for pro help, by buisness is suffering because.        ps i am not a savy putter guy, so alot of this stuff i dont know what it means.  help please

Remy's avatar
Remy
Moderator
8 months ago

Six60street,

 

Thank you for reaching out! Welcome to the Community! We're sorry to hear you've been experiencing service issues. I was able to pull your account up through your Community profile, which is great! Upon investigating your account, it seems you've been having frequent modem related state codes. To start, I'd like to send a replacement modem, to see if that alleviates the issue. 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,

Remy

 

  • Six60street's avatar
    Six60street
    Freshman
    8 months ago

    Thank you so much

    • Six60street's avatar
      Six60street
      Freshman
      7 months ago

      Ok so new modem would not install , tech said I had to pay for technision to install new modem , RQF numbers to low, and even then it might not fix the problem.  we have had HN now for about 8 months and we are heading into 90 days of no access to my work sites, unless of course I disconnect from wifi and hook hotspot up, then after login in I switch back to wifi and it opporates at about 80%. This all started in Febuary of this year. I sent modem back be cause I was directed to do so by phone conversation with tech. now I am having alot of dropped calls , i am running 2g on phones and 5g on lap tops...........i can believe with all the knowalage and advancment this day in age things like this are this big of a problem...............help please.....

      • Remy's avatar
        Remy
        Moderator
        7 months ago

        Six60street,

         

        I've sent a private message regarding your ongoing issues! Please let me know if you've received it.

         

        Thanks,

        Remy