Forum Discussion

ecoalex2's avatar
ecoalex2
Tutor
6 years ago

System Light Out On Modem No Service Reboot Restores Service

Last week I started having service problems.I noticed the system light out on the modem.. When I rebooted the modem,I could restore service each time.. This has ocurred 4x now this week, tonite 10.4....
Performance
  • Damian's avatar
    Damian
    6 years ago

    Hello ecoalex2,

     

    Thank you for contacting us again. After running diagnostics, it appears your equipment is fully operational currently. I noticed that there has been heavy cloud coverage at your gateway location and I am certain this is what caused the intermittent connectivity. The system light corresponds with the modem's ability to establish a connection to the server. If these signals are interrupted by the weather, it can result in a failure to initialize. I also checked for underlying issues such as bad alignment or equipment malfunction reports and was unable to detect any remotely. I do see you're currently out of data, but you do not have enough devices connected to the network to warrant a disconnect from the service altogether. If you are still experiencing disconnections, however, please let me know.     

     

    -Damian 

Damian's avatar
Damian
Moderator
6 years ago

Hello ecoalex2,

 

Thank you for contacting us again. After running diagnostics, it appears your equipment is fully operational currently. I noticed that there has been heavy cloud coverage at your gateway location and I am certain this is what caused the intermittent connectivity. The system light corresponds with the modem's ability to establish a connection to the server. If these signals are interrupted by the weather, it can result in a failure to initialize. I also checked for underlying issues such as bad alignment or equipment malfunction reports and was unable to detect any remotely. I do see you're currently out of data, but you do not have enough devices connected to the network to warrant a disconnect from the service altogether. If you are still experiencing disconnections, however, please let me know.     

 

-Damian 

  • ecoalex2's avatar
    ecoalex2
    Tutor
    6 years ago

    Thanks for your reply , the system light being off was new to me. I haven't had any more service problems of late.. When I am out of allowance I still have a very usable service for my needs, don't notice any problems. Thanks again :)

     

    • gary2's avatar
      gary2
      New Poster
      6 years ago

      Hi ecoalex2. Just wanted to let you know that since Friday, my system light has been going out as well but it has been more frequent than yours. 4 or 5 times a day. I had been rebooting my modem but now notice it will correct itself if I leave it alone. I called tech support yesterday and as luck would have it, it disconnected twice while I was on the phone with her. She ran diagnostics and determined there is an issue based on the "state code" on my system and will have someone come on 10-9-19 to see what the problem is. She said it could be a hardware problem but now I wonder if it could be a gateway problem since you are having a similar issue. Please keep us posted if the problem continues on yours. Maybe that will help me on mine, Thanks

      • maratsade's avatar
        maratsade
        Distinguished Professor IV
        6 years ago

        This is a solved issue.  If you have an issue that you would like addressed on this community, please start a new ticket by going to the Tech Support page and clicking on "Start a Topic."

         

        It is likely that since this ticket has been solved, the mods will close it and no more replies will be accepted.

         

        gary2 wrote:

        Hi ecoalex2. Just wanted to let you know that since Friday, my system light has been going out as well but it has been more frequent than yours. 4 or 5 times a day. I had been rebooting my modem but now notice it will correct itself if I leave it alone. I called tech support yesterday and as luck would have it, it disconnected twice while I was on the phone with her. She ran diagnostics and determined there is an issue based on the "state code" on my system and will have someone come on 10-9-19 to see what the problem is. She said it could be a hardware problem but now I wonder if it could be a gateway problem since you are having a similar issue. Please keep us posted if the problem continues on yours. Maybe that will help me on mine, Thanks

         

    • Damian's avatar
      Damian
      Moderator
      6 years ago

      ecoalex2,

       

      I am glad to hear things are back up and running normally. Please reach out again if you ever need assistance in the future. 

       

      -Damian