4 Messages
Losing service since network ehancement
So on Saturday they did some work in my neighborhood to enhance the network. I was out of the house all day and when we returned that night we had no internet. Tried the troubleshooting and all that and nothing worked. Talked to the next level tech support the next day and nothing helped. Had scheduled a service appointment but the earliest available was the following weekend. Couldn't really wait that long so I bought a new modem on the off chance it was the issue. Turns out it was, or so I thought. New modem worked fine until tonight, so like 5 days. Started doing the same thing as the previous modem with the flashing lights and connecting for a few seconds then restarting. So I just changed it back to the original modem. Seems fine now. Based on the timing I'm assuming it's a network problem, but just in case is there anything I can do, or look for to help fix the issue?
EG
Expert
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111.7K Messages
2 years ago
What do the modem's signal stats look like ? Try getting them here; http://192.168.100.1 or here http://10.0.0.1
Please copy all of the text in its entirety of the *Downstream Power Levels*, the *SNR's* (Signal to Noise Ratios), and the *Upstream Power Level* numbers and paste them into your next post.
What is the exact make and model number of the current modem / gateway device ?
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EG
Expert
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111.7K Messages
2 years ago
OK, sounds like you'll need a tech out to investigate this one. Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
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EG
Expert
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111.7K Messages
2 years ago
@user_1091f9
I hear that loud and clear !! If you do decide to book a tech visit, please post back here with how things turn out afterward. Thanks.
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EG
Expert
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111.7K Messages
2 years ago
Oh brother...... Keep leaning on them until things get fixed properly ! Bear in mind that if the premises facing techs can not find or fix a problem at your home, it is they who are responsible for escalating it to their line / network / maintenance dept. techs. The problem may lie beyond your home in the local neighborhood infrastructure somewhere but it is their S.O.P. to start at the home. And if the problem is found to be on their side of the demarcation point, there will not be any charge.
Good luck !
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