Internet Down Most of the Time

[billfuller3]

Internet has been down for the past three weeks, but sporadically connects at times for maybe a minute or two, and then goes back out again.  I live in an extremely remote location with only wifi calling.  So I called tech support from civilization.  Support technician (who was very nice) told me to go back home and check the state code, which was 12.4.1 , and then call back.  She gave me a case number, but the new support person wouldn't even open it.  I went through the same stuff trying to explain that I can't physically be at the router because there is no cell service at my location, and wifi calling is my only option.  I was then told that I could pay $150 for a site visit.  Wow.... a 10 year customer can't get a free service call?  Would they rather risk to lose my business than to send somebody out to fix things, sell me an updated router, etc?   

[maratsade]

You've come to the right place. The HN reps here are corporate reps who can do a lot more than the phone techs. They work business hours M-F, but sometimes one or two of them are here later. Hang in there until one of them gets involved with your case and communicates next steps to you.

[Remy]

billfuller3,

Thank you for reaching out! It seems this is your first post. Welcome to the Community! I was able to get your account pulled up through your Community profile, which is great. Upon taking a look into the account, it seems we don't have communication with the modem. Are you able to confirm that the state code is still 12.4.1?

Thanks,

Remy

[billfuller3]

Hi, Remy.  Thank you for looking into this!  Yes... I checked again last night, and the state code is still 12.4.1. 

[Remy · Accepted solution]

billfuller3,

Thank you for following up! I've sent you a private message, as we will need some more information. Please let me know if you've received it! 

Thanks,

Remy

[billfuller3]

Thanks, Remy.  Your PM was received and I’ll respond now. Thanks so much!