Refer to this post for issues relating specifically to intermittency. This is incredibly important as our tools, though they allow us immense visibility, can't see everything. Though your issue may likely require a support agent to schedule a technician or escalate your issue, this is a fantastic place to learn more and share your experiences and recommendations. Post your concern here so the Community can assist, we Moderators, our fantastic Resident Experts and our phenomenal Community will do what we can.
Given that in most cases the modem does not need to be exchanged unless there is physical damage causing impairment, there are alternatives. If you’re not sure what to do, the Community is here to assist! Is your issue WiFi related? What alternative options are available for you?.Have you exhausted all other troubleshooting steps?.Has evidence been provided to support the necessity of a modem swap?.Some questions to consider before you decide to swap your modem. The support and experience in the Community goes beyond standard troubleshooting and you’re likely to find other users who have experience with the same service symptom and can help. That stated we encourage all to post here within the Community as to whether it’s necessary to help you save time and provide the best experience. However, if your issue lies outside of the boundaries of available troubleshooting, then a modem exchange/swap is an acceptable step. Troubleshooting steps legitimately cover most or all common concerns. Why a modem swap is a troubleshooting step. If you’ve exchanged your modem and the issue you have persists, the issue is not modem related. Let’s start by clarifying that the difference between receiving a refurbished modem and a “new” modem, for the purposes of providing service, is negligible. One thing to consider with intermittent internet issues, is that it almost always is not a hardware problem. There is no doubt confusion occurs when dealing with intermittent internet issues. Wanted to follow-up on our previous post " here" which provides steps you can take to ensure you're providing the Community with enough information to help you with your intermittent internet issue.
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