Problems connecting

[Kimberlylq]

Can someone give me some ideas on what to try to get my internet service back up? I got my kids a new computer for Christmas and the internet stops working....😒

[maratsade]

That's just really bad timing!

Do your other devices work, or is everything down?

What do you see for State Code when you go to this page?  http://192.168.0.1/#!/home/status

[Liz]

Good morning Kimberlylq,

I see it's your first post here, so welcome to the community! We can certanly help, just need to troubleshoot more to figure out exactly what's the matter. I understand that with the holidays upon us, time is probably short, so I'm shipping you a complimentary modem to replace yours. Hopefully that will get you back online. Please expect it in a few days. Here are instructions on how to replace your modem.  You can use the box in which the new modem arrives to return the old one; there's a return label in the outer pouch.

[Liz]

Good morning Kimberlylq,

Just following up on your site; I see the modem was delivered on the 24th. Have you had a chance to swap modems?

[Liz]

Good morning Kimberlylq,

I see you're back online! Please be sure to return the old modem to avoid the Unreturned Equipment Fee (UEF). If you have any other concerns, please don't hesitate to reach out again.

Thanks,

Liz