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No internet

Sophomore

No internet

I don't know what info you need but the system light, receive light and transmit lights are off on gen 5 modem. I phoned CS they troubleshooted and said probably modem failure. I asked that a new modem be mailed out and I was told that a third party company would have to come out and do this service for a fee. I do not own the modem . Can you help me please.? We have not had any bad weather not power outages.
5 REPLIES 5
Professor

Re: No internet

The reps on this site can run remote diagnostics on your modem. They'll likely do that and get back to you with information. 

 

ralphmoore wrote:
I don't know what info you need but the system light, receive light and transmit lights are off on gen 5 modem. I phoned CS they troubleshooted and said probably modem failure. I asked that a new modem be mailed out and I was told that a third party company would have to come out and do this service for a fee. I do not own the modem . Can you help me please.? We have not had any bad weather not power outages.

 

Moderator
Moderator

Re: No internet

Hi ralphmoore,

 

Thanks for posting. 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: Monday, Oct 21, 2019 between 11:00 AM-02:00 PM . The tech will reach out to confirm the visit, so you can use that opportunity to reschedule if needed. 

 

 

Thanks,
Liz

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Highlighted
Sophomore

Re: No internet

Thank you so much Liz!
Sophomore

Re: No internet

Liz,

 

The service technician came out today and found that the modem was bad. He replaced it and I am back in service. Thank you again, Liz!

Moderator
Moderator

Re: No internet

Good morning ralphmoore,

 

Thank you for this update, happy to see you're back online! You know where to find us if you have any concerns. Smiley Happy

 

Thanks,
Liz

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