Forum Discussion

singingfalls's avatar
singingfalls
Sophomore
8 years ago

Gen 5 Problems!

I've called five times today. My service on Gen 5 has been degraded since its install. Where do I go from here? I've had my case elevated to advanced tech support three times. Mid November they test and my system was 60% of normal. It is going down hill from there. This message was interrupted twice by going off line in the time it took to type this. Where do I go from here? Federal Communications?

Performance
  • Amanda's avatar
    Amanda
    8 years ago

    Good morning,

     

    I spoke with our engineering group this morning and they let me know that this should be cleared up now. I will be monitoring your system throughout the day, but please let me know if it comes back up.

     

    Thanks,

    Amanda

  • Amanda's avatar
    Amanda
    Moderator
    8 years ago

    Hello singingfalls,

     

     I am very sorry that you have had so much trouble and am sure that we can resolve this for you. I have already escalated your account to a network engineer to investigate because I do see an issue happening in the backend. I understand it is frustrating and we will have this fixed as soon as possible. We will apply a full month of service credit to your account and I will get back to you here when our engineers have provided me an update. It should not be very long. Once again we apologize and appreciate your patience.

     

    Thank you,

    Amanda

    • singingfalls's avatar
      singingfalls
      Sophomore
      8 years ago

      Thank you Amanda. There is a recurring alarm on the State Code which is 12.7.1 and 12.1.12

      • Amanda's avatar
        Amanda
        Moderator
        8 years ago

        Good morning,

         

        I spoke with our engineering group this morning and they let me know that this should be cleared up now. I will be monitoring your system throughout the day, but please let me know if it comes back up.

         

        Thanks,

        Amanda