Internet Stopped Working Saturday

[JoshT]

Hi,

On Saturday evening, October 7, I noticed my internet was not working. I can connect to my home network, but I cannot accesss the internet. The transmit and system lights on my modem are off. Most of the time I can access the control center at 192.168.0.1, and the following screenshot shows what I have been seeing:

The Software Download Status currently shows updating, but it has alternated between updating and up-to-date many times since Saturday. Also, my remaining Data Allowance will display sometimes, but other times it says not associated. All of my connections are secure, and I have tried rebooting the modem and unplugging it for a few minutes before plugging it back in, but this hasn't helped.

Is there any other information that I should provide, and are there any steps that I can take to correct this issue?

[Liz · Accepted solution]

Hi JoshT,

Welcome to the community and thank you for posting, you've come to the right place for help. I pulled up your account to investigate and address your concerns.

After running and reviewing your site diagnostics, we have decided as a courtesy to dispatch a technician to do a complete review of your site due to the concerns you've been encountering. Your dispatch is currently scheduled for our earliest available slot: Wednesday, Oct 11, 2017 between 2:00 PM - 5:00 PM. Call us at 866.347.3292 and reference case # 106731332 if you need to reschedule. Please let us know how the site visit goes.

[JoshT]

Hi Liz,

Thank you for the quick response and for setting up the appointment. The technician came by today and corrected the issue, and now my service is restored.