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New Member

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14 Messages

Tue, Jul 13, 2021 2:34 PM

Internet Drops Multiple Times a Day

Hi, 

My DSL drops multiple times a day and I'm tired of it. Finding information to contact support is nearly impossible on your site so I'm on the forums complaining about it instead. 

My drop lasts for about 60-90 seconds and then reconnects. I lose connectivity at least 3-4 times a day that I notice, but I'm willing to bet more frequently than that. I do not have the time/patience to find a tool to monitor my connection 24hrs a day. 

I had this exact same issue during fall of 2020 and we went round and round for weeks with no real solution found. The only solution that seemed to present itself was to replace the modem/router which seemed to work up until the past few weeks. 

The drops are getting more and more frequent and I need a solution. I work from home and I cannot continue to have service interruptions like this. 

Constructive

Employee

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29.4K Messages

1 عام مضت

1 800 288 2020

New Member

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14 Messages

@Constructive 

Calling that number was beyond unhelpful.

I can run a speedtest without talking to the automated system.

I can access the app without talking to the automated system.

I can hangup from a call without talking to the autotmated system. 

What I need help with is find out why my service drops multiple times per day. The only options I was presented with was returning to this unhelpful site or using the app. Both of which I've done. 

Constructive

Employee

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29.4K Messages

1 عام مضت

well this is a forum of other customers and no one in here can fix your internet you must contact them somehow and get a tech visit, even customer service on the phone cant fix your internet you need a tech visit

New Member

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14 Messages

1 عام مضت

Had a great call w/ Kyle (I think was his name) and he's sending new hardware (gateway). Will update.

Constructive

Employee

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29.4K Messages

1 عام مضت

ugh i tm leaning towards line issues  but keep us posted, i installed uverse tv and internet for 12 years and ive found that by the time i was called in for trouble that phone support had sent several replacement modems/gateways as a fix that didnt work 

New Member

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14 Messages

1 عام مضت

Could be; but the last time I replaced hardware I didn't have any drops for several months. But yeah, who knows - time will tell I suppose. Will definitely update. 

Constructive

Employee

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29.4K Messages

1 عام مضت

dont call that number they are indian scammers

New Member

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14 Messages

1 عام مضت

Yeah, that didn't fix it. 

Replaced the hardware this morning. Just had another drop that lasted a brief amount of time. Looks like @Constructive was right. :-)

Constructive

Employee

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29.4K Messages

1 عام مضت

when you call for a tech visit ask for a sr tech, it may push out you repair date if the sr tech is on vacation or out sick but worth the wait.

spoom2

ACE - Master

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16.5K Messages

1 عام مضت

If this is true DSL as in the old stuff, call the trouble report number on your bill rather than the 2020 number. 

New Member

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14 Messages

1 عام مضت

For sake of documenting, I have a drop every day between 9-9:45AM CDT. 

New Member

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14 Messages

1 عام مضت

Another day, another drop between 9-9:45AM CDT, another call to support. This time, more diagnostics and I'm told "all the glitches have been removed and I'm not going to have any more problems." BUT if I did, to hit the big red reset button on the back of the box for 30 seconds which will fix it for real. BUT, if it doesn't call them back again.

Anything but send a tech. 

New Member

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14 Messages

1 عام مضت

Have a tech visiting tomorrow. The agents have all been very professional and helpful but just aren't solving the issue. 

The outages have moved up an hour. They now occur btw 8-845AM CDT. 

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