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Good morning Shelby947,
Thank you for your patience while we investigated your case. Engineering is suggesting we replace your modem, radio, and cables. Your complimentary dispatch is currently scheduled for our earliest available slot: Thursday, Jun 21, 2018 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #113194988 if you need to reschedule. Please let us know how the site visit goes.
Hi Shelby947,
I see you're a long time customer and first time poster, welcome! Thank you for the clear description of events. I'm also seeing a state code on your system right now that's of concern. Let me escalate this to engineering for their input and assistance.
Your cooperation, patience, and understanding are much appreciated.
You're welcome. If you see errors other than 12.1.12 or 12.7.1 (basically any 12.x.x codes) take note of that; when you unplug the power from the modem for an extended period of time, we lose the state code history.
Hello Liz,
Any updates you can give me?
Our service has been terrible. Not working more than working. When it does work, it is extremely slow. I know I'm repeating myself, but I really need to get this all solved and working like it should.
I've had company so I haven't been super vigelent, but I have a partial list of error codes that have occured--I'm not including all of the zeros.
Diagnostic Code System State Code
0049 0.0.0
0402-0481 12.1.12
4020-4800-0040 0
2-0489 30.1.1
n/a 11.2.1
n/a 11.2.5
n/a 12.7.1
Thanks in advance for your help
Hi Shelby947,
Thank you for your updates, I haven't heard back from engineering since I escalated your case, but I've pinged him for any news about your case. I'll let you know what I find out.
Your cooperation, patience, and understanding are much appreciated.
Bumping so I don't fall to the second page
*repeating to self ...patience is a virtue ....patience is a virtue*
Good morning Shelby947,
Thank you for your patience while we investigated your case. Engineering is suggesting we replace your modem, radio, and cables. Your complimentary dispatch is currently scheduled for our earliest available slot: Thursday, Jun 21, 2018 between 08:00 AM-11:00 AM. Call us at 866.347.3292 and reference case #113194988 if you need to reschedule. Please let us know how the site visit goes.
Thank you so much Liz.
I wish he hadn't taken the new radio off and put the old one back on last time.
I will report back--I really hope this fixes everything.
OK, looking forward to hearing back!
It's been about 24 hours since the repair man was here (it's always the same guy, so that's kind of nice). I tentatively think it's all better now. I reserve the right to come back and tell you it's not, though, because that's the way my luck goes most of the time lol.
He replaced the cable and the radio transmitter. He did not replace the modem--that would have been the third new modem and he did not believe the modem was the problem. I agree with him, however, it would have been kind of nice to have all three be brand new so that we could eliminate all three if this begins happening again. I'll just cross my fingers that it doesn't.
I have had ZERO diagnostic codes and system state codes--besides the ones that tell me all is well. Before he came, every time I ran a connectivity test, I was losing at least 30% and usually 50%--sometimes 90%. Now I'm at zero.
Now that it works correctly, it's easier to see that it has been in a bad way for quite some time. It's so much faster now.
Anyway, I'll be back if I begin seeing errors again, but for now, it's working well.
Thank you to @Liz and the engineers for all of your help.
So good to hear that, Shelby947, thanks for letting me know! The community is always here if you have additional concerns.