Forum Discussion
You are not on a valid gateway
I've been trying to view our FAP for the last few days with my iPhone and my Mac using both Safari and Firefox web browsers. On each one I've been getting a "You are not on a valid gateway" message f...
Hello sli-er,
The engineers have fixed the purchase tokens part, can you please confirm on your end?
-Liz
Thank you, Liz for the update. I just looked online to find a new page to view/buy tokens. It still shows 100% whether I've been online for a while or not. I don't know how much of our FAP is available via the online usage meter or the one that's not in my modem anymore. I've attached screenshots of what I currently have. The Historical Usage has "no data available" when I looked in the tab. Hopefully the techs can "fix" the usage meter that's online atleast, so I can view how much FAP i available at any given time. Thanks again.
Hello Liz,
Our FAP ran out yesterday. The usage meter was showing "100% Remaining", as usual.. I tried redeeming a token but nothing happened when I hit the "Redeem" button. A few minutes later when nothing happened I called our dealer to see if our FAP renewed, just in case it might've went through without a notification. Our FAP was still out according to the dealer so we had him redeem a token for me.
I also don't see where it shows whether our FAP has run out or not in the new format. In the old format it was either OK or not. I'd appreciate if I can view how much of our 475MB FAP is left like it used to show in our modem.
I accessed my account via my iPhone using data because our internet being throttled is really, really slow. Attached is a screenshot of the current meter at the time our FAP ran out.
Thank you for this update sli-er_15, I haven't received any new news from our engineers so it's likely they are still working on this. I'll let you know once they're done or require additional info from you.
Thanks,
Liz
Hello sli-er_15,
Thanks for patiently waiting while our engineers worked on this. This should be fixed, can you please check and let me know? If there's still something amiss when you log in, please share a screenshot.
-Liz
Hi Liz,
Unfortunately it's not fixed. It actually reverted back to "You are not on a valid gateway" error. :(
Oh dear, thank you for this update and screenshot, I'll send this back to our engineers.
-Liz
You're welcome. I'll be patiently waiting. Thank you too, Liz.
Hi sli-er_15,
Thank you again for your patience. Can you please check now? The engineers tell me this is fixed.
-Liz
Hello Liz,
Thank you for the update. I checked lastnight but forgot to take screenshots so, I loogged in again a while ago. The meter is still showing 100% Remaining, both now and lastnight. The historical usage has no data available and last night the Purchase Token tab was empty, no Token, Price, Quantity or Action. Today I couldn't get it to load for some reason. So, if my tokens run out I don't think I am able to buy anymore since there is no choice of how many, 1 or 3, tokens I can buy.
I would really, really have some way to see how much of my 475MB FAP is available at any given time rather than not knowing and have it run out on us.Hi sli-er_15,
Thanks for these screenshots and letting me know what's still lacking. So while the usage meter is showing now, it's not very useful, especially when it's only displaying remaining data in terms of GB, i.e. "0.5 GB available". Is that right?
And then the purchase token tab is just not working for you, since everything is grayed out, yes? I'll send this info over to engineering for them to address. I'll keep you posted, I appreciate your cooperation and patience.
-Liz
Hello Liz,
The meter has never been useful. It has always showed 100% with 0.0GB used .5GB available whether I've been online or not. The meter that was in my modem showed real time data used/available. In the current usage tab it shows 100% reamaing and .46GB plan GB used.
The purchase token tab listed only Token, Price, Quantity and Action and nothing else when I viewed it lastnight. The same thing you see in the screenshot I posted, without the loading circle.Good morning sli-er,
Thank you for this additional feedback, this is valuable, I'll send this over to our engineers as well. I'll let you know of any news as I get it.
-Liz
Hello sli-er,
The engineers have fixed the purchase tokens part, can you please confirm on your end?
-Liz
Hi Liz,
If the screenshot below is showing that it's fixed then, yes it is. I didn't try purchasing any tokens though, since I have a few left that I can use. Hopefully the "Redeem" button is aslo fixed as that didn't work the last time I tried it. Most importantly (to me) is the FAP meter, so I can see how much of our 475MB data has left in any given day. Progress! Thank you, Liz.
Good morning sli-er_15,
Thank you for this screenshot, this matches up with what engineering showed me. Little steps, we're getting there! I'll relay this to them. I know currently they're still working on your other concern with the usage meter. I'll keep you updated on that as I get news to share.
-Liz
Hello sli-er_15,
Thank you for your patience while I worked on addressing your outstanding concern. Just got out of a meeting and learned more info regarding how the Usage Meter is displayed. We're aware that the current Usage Meter is not useful for customers such as yourself with a daily allowance in MBs, so it is on our roadmap to create a Usage Meter that's better suited for customers in that situation. While we don't have a timeframe for when this will happen, it is certainly planned for the future. Once we have further news about it, we'll make announcements.
Thank you again for bringing this up, your feedback helps us improve our services for all our customers.
Your patience and understanding are much appreciated.
Thanks,
Liz
