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 then again became unloginable.   i get  err_connection_reset.  very fustrating. i am not puter savy so i am at my wits end which isnt much.  thank you

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

     

  • maratsade's avatar
    maratsade
    Distinguished Professor IV
    8 months ago

    Try clearing the cache, history, and cookies. If that doesn't fix the problem, try clearing the DNS by following the procedure below:


    1. Turn off all of the devices that are using the modem (all phones, iPads, computers, etc.)

    2. Unplug the modem's power from the wall socket.

    3. Wait a minute, then plug the modem back in.

    4. Wait about 5 minutes after all the lights on the modem are back on, then turn all your devices on one-by-one.

      • MarkJFine's avatar
        MarkJFine
        Professor
        8 months ago

        Pay particular attention to the part in step 1 where it said: All the devices using the modem. If there's a corrupt DNS entry hiding somewhere in your house, and it's on that device when the modem comes back up, it may re-insert it back into the system without you knowing it making the whole thing a waste of time.