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"My Account" Android app says modem not connected.

Contributor

"My Account" Android app says modem not connected.

It's most definitely connected, and says so on the website.
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New Poster

Re: "My Account" Android app says modem not connected.

I'm having the exact same issue. On top of that, I'm getting packet loss with my internet, lag on games online, and slower upload speed than usual.
Expert

Re: "My Account" Android app says modem not connected.


@EricOnline wrote:
I'm having the exact same issue. On top of that, I'm getting packet loss with my internet, lag on games online, and slower upload speed than usual.

are you showing the green dot next to the modem now?



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Contributor

Re: "My Account" Android app says modem not connected.

Nope.
Capture+_2018-03-16-15-12-20.png
Expert

Re: "My Account" Android app says modem not connected.


@scottbeamer wrote:
Nope.

compare that 'serial number' to the modem's HFC MAC address. same exact string of characters?



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Contributor

Re: "My Account" Android app says modem not connected.

I have to assume its the same, I activated the modem online.
Official Employee

Re: "My Account" Android app says modem not connected.

Hi scottbeamer, I would like to compare on my side here for you.  Please send me a private message with your account information (your name, address and account number). 

 

Thank you


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Contributor

Re: "My Account" Android app says modem not connected.

PM sent.
Official Employee

Re: "My Account" Android app says modem not connected.

Thank you  and I have replied.


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New Poster

Re: "My Account" Android app says modem not connected.

Hi, was this resolved? I recently changed my modem and it shows not connected as well even though it is very much connected lol. A minor complaint I know but I’d like to have it resolved as well.
Contributor

Re: "My Account" Android app says modem not connected.

Nope, @comcastphil has been working on it for me, though.
Official Employee

Re: "My Account" Android app says modem not connected.

Hi miketex90,  I can look into this for you as well.  Please send me a private message with your account information (your name, address and account number). 

 

Thank you


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Regular Contributor

Re: "My Account" Android app says modem not connected.

I’m having the exact same problem with your iOS My Account app. Already spoke to level to support and no resolution. I’m still working with your phone support.
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Official Employee

Re: "My Account" Android app says modem not connected.

Hi edelbeb, I can take a look at this for you,  Please send me a private message with your account information (your name, address and account number). 

 

Thank you


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Official Employee

Re: "My Account" Android app says modem not connected.

Hi miketex90,  I am showing you are working with our Twitter team currently but please reach out if you have any questions in the future.

 

Thank you


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Official Employee

Re: "My Account" Android app says modem not connected.

Hi scottbeamer, thank you for working with me through private message and your patience with our teams working through your ticket. It was determined that your modem is not compatible with our app status.  Please reach out if you have any questions in the future.

 

Thank you 

 

  


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Official Employee

Re: "My Account" Android app says modem not connected.

Hi edelbeb, thank you for working with me through private message and unfortunately, it was determined your modem does not support this feature as well.  Please reach out if you have any questions in the future.

 

Thank you for your time!


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