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We appreciate the opportunity to assist you with your issue. To ensure that we can provide you with the most accurate and efficient assistance, we kindly request that you include specific details in your support ticket.
When submitting your ticket, please consider including the following information:
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Error Messages: If you encountered any error messages, please provide them exactly as they appear. This will help us pinpoint the problem and offer a targeted solution. (Screenshots are great).
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Speed Tests: If you're experiencing slow internet speeds, please conduct a speed test using a reliable online tool and include the results in your ticket. This information will assist us in evaluating your connection and diagnosing any potential issues. We recommend SpeedTest.net and Fast.com and we recommend including test results from both, if your issue is speed related.
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Photos of Modem: Sharing clear photos of your modem from different angles can help us identify any physical issues or potential connectivity problems. Make sure the photos are well-lit and capture the relevant details, including modem status lights please.
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Modem Status Page: Access your modem's status page, usually accessible through a web browser by typing in a specific IP address ( 5G modems - http://192.168.1.1 and 4G modems - http://192.168.8.1 ). Take screenshots or provide detailed information about the status page, as it can provide valuable insights into the modem's configuration and any reported errors.
By including these details, you enable us to assess your situation accurately and expedite the troubleshooting process. Our goal is to provide you with the best possible support experience and a prompt resolution. A detailed explination of what we expect in a support ticket to provide the fastest, most efficent customer service can be found here.
Thank you for your cooperation, and we look forward to assisting you soon.
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