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Modem is disconnecting every day for 8-10 hours

PHadsock45
Freshman

Modem is disconnecting every day for 8-10 hours

Hello,

 

I am so frustrated. My modem disconnected everyday for about 8 hours daily for the past week. Used chat support and they recommended I do all of the reset/restart processes and I did, nothing has changed. 

I am unable to get into the modems  "website" to talk to it as I am disconnecting from service when I try. I truly cannot afford $125 for a service call right now, is there any way I can get a new modem? I'm so tired of this.

 

Paul

6 REPLIES 6
GabeU
Distinguished Professor IV

Re: Modem is disconnecting every day for 8-10 hours

@PHadsock45 

 

The reps may be able to help, but they won't be back on until Monday.  When they reply they may ask for personal information in order to locate your account, but they'll ask for it to be sent via private message, for which they'll provide a link.  

 

Hang in there.


Ryzen 5 3400G | MSI B450M Pro-M2 MAX | 16GB Corsair Vengeance DDR4 3000 | XPG SX8200 Pro 512GB NVMe | Windows 10 Pro
Liz
Moderator
Moderator

Re: Modem is disconnecting every day for 8-10 hours

Good morning PHadsock45, 

 

I see it's your first post here, so welcome to the community! I've gone ahead and expedited a replacement modem at no extra cost to you. Please use the box to send back your old modem to avoid the Unreturned Equipment Fee; the return label is in the outer pouch. 

 

Let me know how the new modem works out for you.

 

Thanks,

Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

PHadsock45
Freshman

Re: Modem is disconnecting every day for 8-10 hours

Thank You Liz! I will let you know! Smiley Happy

PHadsock45
Freshman

Re: Modem is disconnecting every day for 8-10 hours

Hi Liz,

 

I received the new modem and got it installed, and sent the old back. My internet is still kicking out everyday and returning late at night. I'm so frustrated. I've gone days now without service. I don't know what could be wrong.

Liz
Moderator
Moderator

Re: Modem is disconnecting every day for 8-10 hours

Hi PHadsock45,

 

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, Dec 1, 2021 between 8:00 AM-11:00 AM. The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed.

 

Please let us know how the site visit goes.

 

Thanks,

Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Slow performance? Click me!

PHadsock45
Freshman

Re: Modem is disconnecting every day for 8-10 hours

Thanks Liz.