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No internet for 4 days now

Altmanama
Freshman

No internet for 4 days now

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!!!
7 REPLIES 7
maratsade
Distinguished Professor III

Re: No internet for 4 days now

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
Moderator
Moderator

Re: No internet for 4 days now

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

 

 

 

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.

Altmanama
Freshman

Re: No internet for 4 days now

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

 

Amanda

Altmanama
Freshman

Re: No internet for 4 days now

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
Distinguished Professor IV

Re: No internet for 4 days now

@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 


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: No internet for 4 days now

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

 

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.

Liz
Moderator
Moderator

Re: No internet for 4 days now

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

 

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.