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You are not on a valid gateway

Moderator
Moderator

Re: You are not on a valid gateway

Hi sli-er_15,

 

Thank you for your patience, I've pinged our engineers for an update on your case. I'll let you know once I have any news to share.

 

-Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Moderator
Moderator

Re: You are not on a valid gateway

Hi sli-er_15,

 

Thank you so much for your continued patience as the devs work on this. They've identified what may be causing all this and we've tested some potential fixes. We're getting closer. I'll let you know once I have any new news for you.

 

Have a good weekend!

 

-Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Sophomore

Thank you, Liz for the update. I just looked online to fi...

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.Screen Shot 2020-11-06 at 3.52.20 PM.jpegScreen Shot 2020-11-06 at 3.53.03 PM.jpegScreen Shot 2020-11-06 at 3.53.24 PM.jpeg

Sophomore

Hello Liz, Our FAP ran out yesterday. The usage meter was...

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.IMG_1405.jpg

Moderator
Moderator

Re: Hello Liz, Our FAP ran out yesterday. The usage meter was...

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

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Moderator
Moderator

Re: Hello Liz, Our FAP ran out yesterday. The usage meter was...

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

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Sophomore

Re: Hello Liz, Our FAP ran out yesterday. The usage meter was...

Hi Liz,

 

Unfortunately it's not fixed. It actually reverted back to "You are not on a valid gateway" error. Smiley Sad

 

Screen Shot 2020-11-13 at 12.21.39 PM.jpeg

Moderator
Moderator

Re: Hello Liz, Our FAP ran out yesterday. The usage meter was...

Oh dear, thank you for this update and screenshot, I'll send this back to our engineers.

 

-Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.

Sophomore

Re: Hello Liz, Our FAP ran out yesterday. The usage meter was...

You're welcome. I'll be patiently waiting. Thank you too, Liz. 

Moderator
Moderator

Re: Hello Liz, Our FAP ran out yesterday. The usage meter was...

Hi sli-er_15,

 

Thank you again for your patience. Can you please check now? The engineers tell me this is fixed.

 

-Liz

If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.