No internet for 4 days now

[Altmanama]

My internet has been down since Saturday & my modem lights are on except for System. I have cycled the router multiple times but nothing works. All cords are fine as well. I have tried calling, texting, and emailing with no response so hopefully something will happen here. I am having to work from home right now but can't do that without the internet. When I am on a device, I can see both the 2G & the 5G networks & can connect to either one of them but it states connected3no internet. Any help is appreciated! Please!!!

[maratsade]

The reps on this site will be back tomorrow. Hang in there until they have a chance to run remote diagnostics on your modem. Hopefully they'll get back to you tomorrow, but cut them a bit of slack, because there aren't many of them and they're overwhelmed.

Altmanama wrote:
My internet has been down since Saturday & my modem lights are on except for System. I have cycled the router multiple times but nothing works. All cords are fine as well. I have tried calling, texting, and emailing with no response so hopefully something will happen here. I am having to work from home right now but can't do that without the internet. When I am on a device, I can see both the 2G & the 5G networks & can connect to either one of them but it states connected3no internet. Any help is appreciated! Please!!!

---

[Liz]

Good morning Altmanama,

Thanks for posting and welcome to the community! 

I can certainly help get you back online. First let's see if a modem swap will do the job. Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch. 

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

Thanks,

Liz

[Altmanama]

Thank you very much!! I look forward to receiving the new modem. 

Amanda

[Altmanama]

I rcvd the new modem on Friday and plugged it in and it did not fix the problem. 192.168.0.1 says the modem hasn't completed activation and it's been almost 24 hours later.

[GabeU]

@Altmanama 

That's unfortunate.   Liz won't be back until Monday, as the reps aren't on during the weekends, but when she is I'm sure she'll reply with the next step to get you back up and running as quickly as possible.

@Liz 

[Liz]

Good morning Altmanama, 

Thank you for this update. I'm dispatching 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: Tuesday, Apr 14, 2020 between 11:00 and 15:00. 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

[Liz]

Good morning Altmanama, 

Just following up on your site, I see the tech visit was rescheduled to yesterday and that you're back online now! Happy to see that. If you have any other concerns, feel free to reach out again.

Thanks,

Liz