NKY Guy
join:2012-02-01
Alexandria, KY | [Connectivity] Modem crashes during Internet access in Alexandri I regret that I am having to make this post on my phone while accessing the 3G network to even receive Internet functionality now going on 3 days. I would like to first explain that I am a Tier 1 manager for AT&T Uverse, so I do have somewhat of a brain =) I am very helpful and can help virtually anyone in the Uverse world, but as for my Insight I am bound to in this area because the NKY area is capitalized in some areas by one provider I need help!
I would love to post my specs, but as I have explained I cannot even access the Internet and even running a trace route will post numbers in the high hundreds. Basically the issue is this...the modem (RCA by Thomson) looks all fine and dandy until any device in the home, wired or wireless, accesses the Internet...that's when I watch the modem and see line, tel 1, and tel 2 go haywire. This issue started Monday of last week. Sunday of this past weekend is when I have noticed the lights go haywire and then the modem completely resets by dropping all the way to the power light on its own...consistently in 3 - 5 minute intervals. It's absurd. I have reformatted my 2 ps3's as we thought it was a particular game we play having issues. Though I have noticed now that it is now strictly a DNS issue. My fiancé is now having to travel to a library just to access the Internet for college on her blended days. We had contacted insight tech support yesterday after I had monitored the issue for three days, and honestly the support I received was less than par than other calls I have made and it's sad honestly. I know we need an initial tech visit to check connectors and the modem, maybe even the cabinet with the ports out in the neighborhood to ensure our port is still intact. Though the 12 minute hold or just muting of the phone was poor in my opinion and the probing questions the agent asked were very poor, not to mention the lack of care to the issue all the way to waiting for an entire week for a tech to come out during a 5 hour window. I work from home as well, but am forced to make a 45 minute trip to the office on a daily basis now until the issue is looked at and hopefully corrected =/
I have seen quite a few issues of this and glad to see I'm not the only one affected, not saying it's great that any of us are going through this at all though. I created a new thread as I didn't see anything recent to this issue or in this area within the last month. I am also posting this because I felt like as a customer I was treated as another whining number in their system. I'm not, I just want to be able to access what I pay for, which is 20 megs. I never really call tech support, but I had to draw the line on this issue. The make and model of the modem is an RCA by Thomson, model-DHG535-2. If anyone has any information or wants to help out further than the help that has been extended, it would be super appreciated! Thank you so much for taking the time to read my post and answering it!
-NKY Guy |
