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HG659 not broadcasting 5GHz

Level 1d

cheers mate.. Spoke with the tech team and right off the bat, once I told them the symptoms, they confirmed that it is a router problem.

 

However I am disappointed that a free replacement is not provided (since it has been more than a year old) and option of only a refurbished router if I agree for a 6 month contract. I have been with TPG for quite a few years and was hoping that I would be valued as a long term customer. I did see some customers were provided free replacements in the forum.

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Moderator

Hi @vkharibabu, we'll chase this matter with our Technical Team to check what can be done regarding the recontract and shipping fee.

 

We'll have the assigned technical specialist contact you as soon as new update becomes available.

 

Let us know if we can be of further assistance. Thank you.

Level 1d

hello, 

 

I couldn't follow up on this since I have been away for the past month. Could you get someone to reach out to me? I did speak to someone before I left and was told that a new router would be shipped without any shipping fees, would appreciate if the person calling me is across this as well.

Moderator

Hi @vkharibabu,

 

I reviewed the previous notes and have seen that the offer was for a free modem without any contract, but $10 shipping fee will apply. This is still subject for approval.

 

Do you wish to process this now or do you still want to be contacted by our Tech team?

 

Kind regards,

BasilDV

Level 1d
Could you please confirm if this would be a new modem or a refurbished one? I was told that it will be a new modem and if so, please proceed with it.
Moderator

Hi @vkharibabu,

 

There's a note that you would like a new modem. I'll request for a free new modem, but it's still subject for approval. The modem will be shipped to your Unit address that we have on file.

 

We'll provide you with updates once available.

 

Kind regards,

BasilDV

Moderator

Hi @vkharibabu, the free modem has been approved and shipped.

 

We have also PM'd you the details.

 

Let us know if we can be of further assistance. Thank you.

Level 1d

Received and set it up with no issues. Thanks for your help with this.

 

Just curious, any pointers on how I can utlise the SNMP agent to monitor my network?