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Wi-Fi keeps disconnecting

Msjoell
New Poster

Wi-Fi keeps disconnecting

I had an issue with my previous modem last week. A tech came out and replaced it Monday evening. Since we received the new modem, we have not been able to maintain a Wi-Fi connection. Every 30 seconds to a minute, the Wi-Fi disconnects and reconnects which makes it difficult to, really, do anything. I attempted calling tech support today and I truly do not feel I was assisted. The person I spoke with said he ran tests and my speeds were reaching 25 mbps. I know this is inaccurate because we only reach speeds to maybe 3 mbps because of our location. At any rate, I've been a customer for years, and this has never happened. And if someone has some advice, I would appreciate it. I have tried rebooting and tried unplugging. I have seen if there is a state code error, but there is no error. Any advice would be greatly appreciated.

12 REPLIES 12
maratsade
Distinguished Professor IV

Re: Wi-Fi keeps disconnecting

Your best bet is to wait for one of the reps on this site to reply to you. They're very helpful and will check your system to see what may be going on. 

Msjoell
New Poster

Re: Wi-Fi keeps disconnecting

Thank you.

Remy
Moderator

Re: Wi-Fi keeps disconnecting

Msjoell,

 

Thank you for reaching out! I'd love to help out and look into this for you, hopefully we can find a quick solution! I did want to ask, is this issue only occurring with the new modem you received? Or did the technician replace the modem because the old one was having similar issues?

 

Thanks,

Remy

Msjoell
New Poster

Re: Wi-Fi keeps disconnecting

This is the only time I have seen this issue in the entire time I have been a customer. It only started on Monday with the new modem.

Remy
Moderator

Re: Wi-Fi keeps disconnecting

Msjoell,

 

Very interesting! I'm going to be sending you a replacement for that modem, to hopefully fix the issue. In the worst case scenario, we'll be able to rule out the modem being the issue! Please expect the replacement soon; you can use its box to return the other modem. For your convenience, the return label is included in the outer pouch. 

 

Thanks,

Remy

 

 

Msjoell
New Poster

Re: Wi-Fi keeps disconnecting

Thank you so much. Do you know when we should expect it and who it's being shipped with? Just so I know when to look for it.

Remy
Moderator

Re: Wi-Fi keeps disconnecting

Msjoell,

 

It'll likely arrive within the next couple days, and it'll be shipped via UPS!

 

Thanks,

Remy

Msjoell
New Poster

Re: Wi-Fi keeps disconnecting

Wonderful! Thank you so very much!

Rodney6569
New Poster

Re: Wi-Fi keeps disconnecting

I'm having same issue I just had service installed last night ever since it's been disconnecting then reconnecting every 30 seconds