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Damian
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Re: Puzzle: no internet with state code 0.0.0.
maratsade, To give another update, they are making some progress in the investigation but we need just a bit more info as well as your help testing something if that's ok. 1. Do you have the modem plugged into a power strip/surge protector? 2. If it is please try plugging it into a wall outlet directly for tonight and if it is already plugged directly into a wall outlet, please try plugging into a surge protector or power strip tonight instead.23Views0likes6CommentsRe: Puzzle: no internet with state code 0.0.0.
maratsade , Absolutely and I am happy to help. I just wanted to update you and let you know this issue has been successfully escalated and is currently being investigated. As soon as information is made available to me I will update you ASAP. I truly hope it resolves on its on even before the issue is determined but if not, I apologize for the inconvenience. -Damian30Views0likes1CommentRe: Puzzle: no internet with state code 0.0.0.
maratsade, That is very strange. I'm going to try anything I can right now remotely and hopefully it makes a difference but it is a bit difficult to do when there are no errors being reported by the modem. I apologize for this scenario and prefer when there is a clear reason as it can be fixed the quickest. These issues are the worst as they take investigation beyond the normal and time which is inconvenient. With that being said, if what I try on my end does not work, the best I can do is escalate this internally but we do have the weekend and holiday coming up. While I'm confident there will be a fast response once we are back in office, that may be too long for you. I am apologizing in advance for the inconvenience if it gets to that point. -Damian63Views0likes12CommentsRe: Puzzle: no internet with state code 0.0.0.
maratsade Thank you for providing me this info. I was going to hypothesize that something was maybe blocking the ground dish each night but with the downtime being relatively short I don't think that's likely. Something like that would also give a much different state code than our normal fully operational. Lastly, are there any new structures or items around the modem during those times and is your PC or laptop the only device you are experiencing this on? Only reason I ask is the screenshot looks like its from a pc or laptop so I just wanted to make sure that this was a broad issue amongst all your devices and not just happening on this one device. This is especially important since your modem shows fully operational even while the issue is happening. -Damian92Views0likes15CommentsRe: Puzzle: no internet with state code 0.0.0.
maratsade, Thank for reaching out and I am sorry this has happened. Your remote readings mirror the stats you posted here so from a surface look, we are not seeing anything abnormal there either. Before we escalate this, is this happening at roughly the same time every evening? Can you also remind me if you have a ground dish or if it is on the roof? -Damian119Views0likes17CommentsRe: No WiFi
Dostert1, Thank you for posting and welcome to the community. I am sorry to hear you are experiencing this. To being helping you remotely, I just need you to answer a few questions. If you don't have the time for troubleshooting through messages here and need this handled very quickly, please call our support line at 1-866-347-3292 instead. Let me know what you would like to do. -Damian30Views0likes0CommentsRe: Connected, but no internet
kandnball I understand and I am sorry to hear that. We are unable to send any remote commands to the modem as well for a potential remote fix due to there being no signal. The only option left would be to have a technician come out. Please call our support line at 1-866-347-3292 to get one sent out. We are normally able to do it here but are currently experiencing internal issues preventing this from being done through community. -Damian38Views0likes0Comments