GotW3 Service Outages or Issues

Digicom is a for GotW3 products.
We are GotW3 support at gotw3.com

This is an UNOFFICIAL support page for GotW3.  We are a reseller who loves to go the extra mile in support and even though we have no official role in support of their product, we built this page to keep people informed and as an additional option for getting updates.

If our free unofficial support page was helpful, we hope you take a look around at our other services and keep us in mind if you ever need computer repair, web hosting or any of our other services.  If we work this hard to provide good service for free, imagine the lengths we go for our customers!

GotW3 has now added an OFFICIAL UPDATE PAGE which is at
 www.gotw3.com/updates 

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November 10, 2020

Dear gotW3 Customer,

 

Thank you for your patience while the gotW3 team continues to work closely with the carrier to resolve the connectivity issue.
 
We recognize that you may be experiencing throttled internet speeds or intermittent service. We are working closely — daily —with the carrier on a timely resolution. 
 
We understand the importance of a stable internet connection and we are working to achieve this goal. In addition, we are continuing to hire customer support staff to support you and provide technical support.
 
We will continue to post service updates on our website at  www.gotw3.com/updates
 
 
Again, we appreciate your patience during this time. Rest assured our technical support team is working day and night to solve this issue. 
 

 

 

The gotW3 Team

 

Support: 1-833-IVGOTW3 or 1- 833 484 6893 | Billing: Billing@revgennetworks.com
Hours (CST): Monday-Friday: 7am-10pm | Saturday: 8am – 9pm | Sunday: 10am – 6pm

GotW3 Customers,

I would like to take a moment to Thank You for your continued support.    As you are aware, we are currently experiencing an outage with our Carrier partner.    We have identified that 25 percent of our customers are being throttled by the carrier.    This is due to a carrier system update that is causing your line to be throttled to a very low speed.     We were notified that the carrier has a solution, but do not know how long it will take to implement.    

Rest assured; our team is working diligently on a timely resolution.   Currently, there is no need to contact your local GotW3 dealer, GotW3 telephone customer support or send support e-mails,  as you have been identified as a customer having network issues.

We understand the importance of having a stable internet connection.     If you have submitted a request, we will continue to work diligently on your account.

GotW3 will continue to send you updates, as they become available.    We will also be posting these updates to www.gotw3.com/updates  

In the meantime, please confirm that your APN is set to ‘broadband’ and please power cycle the router periodically until service is restored.

Thank you for your patience

We did get a small update from the Official route:  (in our own words)

They have said officially that is a problem with the IMEI (a number on your modem) and system update by the tower carrier.  This issue is affecting their own customers with data-only plans, along with GotW3 customers using their towers.  The tower carrier notified GotW3 that they have found the root cause and are addressing the issue, however, they still have not provided GotW3 with a time to resolution. 

They also said their management team is working on a plan for the customers affected and will announce soon.  

*** At this point, if you have done everything in the troubleshooting below, and are still out… It’s just a waiting game. 

Just as a reminder, your reseller, no matter who that is, are all helpless at this point.  They will not have a magic fix, other than trying what is in the troubleshooting below.  We are all crossing our fingers for the tower carrier to fix their part and get us all back online soon.  I know it’s a helpless feeling when we are all working from home, virtual schooling, and all the other things that demand the Internet.  However, I assure you GotW3 is in non-stop contact with the tower carrier pushing them to get this solved. 

I’ve gotten to know many of the people at GotW3 as a reseller and customer.  I can tell you, they care.  Even though I’ve not personally heard from any of them during this issue, I know them well enough to know they are losing sleep and dealing with this until complete exhaustion… because they truly care about doing the right thing.  My thoughts and prayers go out to them.

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TO: gotW3 Customers

RE: New SIM Card & APN Update Troubleshooting Instructions

By now you should have received by USPS your new SIM Card. If so, and you followed the instructions for Validating your new SIM Card, waited up to 24-48 hours for your SIM Card to be Activated, you should be set with internet service. You can then disregard this email

If you need Troubleshooting Help, please read on

“I Validated, Activated, But Don’t Have Internet Service”

If you Validated and waited for your new SIM Card to be Activated and you still do not have internet service, you should perform a hard reset.

Here’s how:

 

  • There is a hole on the back of the router labeled Reset
  • With the router on, push a straight pin or the end of an open paperclip into the hole.
  • Hold it in place for about 20 seconds, until the router flashes and comes back on.

 

If you need to perform a factory reset, for security reasons, it is recommended they change the default passwords to their own unique passwords by logging back into the router.

The Factory Defaults for the C4R400 Router are:

 

  • WiFi password: 1234567890
  • Router password: admin (all lower case)
  • APN default should be ‘broadband’

In most cases the hard reset will result in an APN change to ‘broadband’ and service will be restored. (‘Broadband’ is the APN setting you should be using.)

“I Tried the Hard Reset, Still No Internet Service”

The next step is for you to verify that your APN is set to ‘broadband’.

 

 

  • Establish a connection to their C4R400 router’s Wi-Fi
  • SSID-Network name: LTE_CPE ####
  • Default Password: 1234567890
  • Using any browser, type 192.168.100.1 into the URL bar (you cannot use the search bar – it will not work)
  • Log in with this password: admin
  • Click on network settings, and then click on APN on the left hand side. Look at the APN setting – it should be set to ‘broadband.’
  • If is indicates ‘broadband’ you should turn off your gotW3 router for 5 minutes, and then turn it back on. 

 

If your APN is ‘broadband’ but you are having connectivity challenges, please contact us at: simcardupdate@revgennetworks.com

My APN is NOT ‘broadband’ – I need to change it

 

 

  • While you are logged into the router, on the left side of the first screen of the router’s interface – where it shows connection status, click where it says ON to turn connected status off.
  • In the middle of the GUI it says Network Settings and WiFi Settings. Select Network Settings.
  • Third option down on the left-hand side in the Network Settings menu is APN. Select APN
  • You’ll see Auto and Manual for the APN. Select Manual.
  • A blue button with white letters, ADD NEW, will appear. Select ADD NEW
  • For the PDP Type leave as IPV4.
  • For the profile name, type in all uppercase letters ATTB2. 
  • For the APN, type in all lowercase letters type broadband.
  • Scroll to the bottom of the screen and click APPLY. Success should pop up on the screen.
  • Now click SET AS DEFAULT. Success should pop up on the screen.
  • Go to Network Settings, then Network information, and then Reset Connection.
  • Turn the router back on (to show status as Connected) and you’ve re-set the APN.

If after following these steps you are experiencing connectivity issues, please contact us at: simcardupdate@revgennetworks.com

Also know that the Carrier is aware of issues and working on them. We are in contact with the Carrier daily in an effort to resolve these challenges as quickly as possible.  

 

 

Thank you for your patience. We appreciate your business. 

The gotW3 Team

 

Support: 1-833-IVGOTW3 or 1- 833 484 6893 | Billing: Billing@revgennetworks.com
Hours (CST): Monday-Friday: 7am-10pm | Saturday: 8am – 9pm | Sunday: 10am – 6pm

TROUBLESHOOTING: Make sure all the user fixable situations are correct.

Click to expand each section

We have tried to create a step-by-step way of making sure you have done all you can, to get yourself back online.  If you are part of the customers affected by the outage, these steps will not get you online.  Since many customers are online though, it’s a way to make sure you aren’t standing in a line, you don’t need to be in because it was a setting on your end.

Click on all the steps below in our TROUBLESHOOTING section to make sure everything is set properly.

Some RURAL PLAN customers have been shipped a replacement SIM card to improve connectivity.  However, the replacement instructions have slightly changed since the US Mail mailing went out.  (To make it easier.)  Now this is all you have to do:

  1. Power off your GotW3 Modem
  2. Remove the OLD SIM Card (push in on the card and it pops back out)
  3. Go to GotW3’s SIM Card Update Page
  4. Carefully enter your OLD SIM card number and click ‘Validate’
  5. Next carefully, enter your NEW SIM card number and click ‘Validate’
  6. Insert NEW SIM card into your modem and power the device on
    — That’s it!

To remove the SIM Card, press in on the card slightly and it will spring back out.  When Inserting, insert with the notch down until you hear a click.

The Rural Plan SIM Card swap did not involve all customers, so if you did not get a new SIM card in the mail, it was most likely because you didn’t need one and not that it was lost in the mail.  The SIM swap was only for a certain series of SIM cards.

Watch the video for the best details on hard resetting your device.

*** URGENT NOTE ***

 It is easy to miss the Reset button inside, so make sure you feel (and hear) a “Click” from inside, which indicates you are pushing on the reset button itself.  If you do not hear/feel a click, you have missed the button and it will not reset the device as expected.  If you hit it properly, you will expect to see ALL the lights come on in the front about 5-8 seconds into the button press.

We recently noticed that the default APN for Rural SIM cards in the newest firmware for the C4R400 is NOT correct, which will require users to modify the APN after a hard reset.  This only affects units with the firmware version C4R400_E8_GOTW3_B03P14_04.  

 

EASIEST WAY TO CHECK:

Look on the bottom of the device at the sticker, and look at the SSID line.  You would only need to worry about this if your modem’s SSID started with GOTW3.  If yours says LTE_CPE, this issue is not for you.
 
 
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If you have the updated firmware, you will need to verify or change your settings.  Click on the “How to verify your APN” portion below for details.

To verify your device is set to the proper APN setting, follow these directions:

In your browser, go to 192.168.100.1

  • For the password, enter:  admin
  • In the center box, click “Network Settings”
  • On the left-hand side, click “APN”
  • Verify your settings match these:

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If your settings do not match, use this information from GotW3 to update your APN to the correct settings:

My APN is NOT ‘broadband’ – I need to change it

  • While you are logged into the router, on the left side of the first screen of the router’s interface – where it shows connection status, click where it says ON to turn connected status off.
  • In the middle of the GUI it says Network Settings and WiFi Settings. Select Network Settings.
  • Third option down on the left-hand side in the Network Settings menu is APN. Select APN
  • You’ll see Auto and Manual for the APN. Select Manual.
  • A blue button with white letters, ADD NEW, will appear. Select ADD NEW
  • For the PDP Type leave as IPV4.
  • For the profile name, type in all uppercase letters ATTB2. 
  • For the APN, type in all lowercase letters type broadband.
  • Scroll to the bottom of the screen and click APPLY. Success should pop up on the screen.
  • Now click SET AS DEFAULT. Success should pop up on the screen.
  • Go to Network Settings, then Network information, and then Reset Connection.
  • Turn the router back on (to show status as Connected) and you’ve re-set the APN

You are affected by the spotty GotW3 Rural outage.  They have all-hands-on-deck working to repair the problem, which means they aren’t able to answer or return calls like normal.  However, as the carrier works to repair the spotty outages across the country, they do ask users to do the following:

  • Power the Device off
  • Allow it to remain off for 3-hours
  • Power back on and try the Internet

While I agree, this sounds less than helpful, it actually is.  The reason is, it is allowing the tower to clear its knowledge of your device, which it normally holds that information for 20-minutes or up to 3-hours.  By being off, it is forcing the tower to “forget you” and when you power it back on, it will pull new data on your account. If the outage for you is over, this WILL fix it.  But if your issue hasn’t been repaired, it indeed will have no effect.  Sadly yes, that means you have to keep trying.  This is the only thing you personally can do to speed up the repair at this time.  

However, if you don’t do this, your service could be restored, but the tower would not know for another 24-hours.  By forcing the tower to pull new data, you are speeding up that process.

I assure you, they have heard us all and are very aware of what is down. So making calls in will only frustrate you and continue to overwhelm their call center.  They know very well, that this issue is causing hardship for people working at home, virtual learning, and all the other things we use the Internet for.  Personally, I’d rather they all stay working on the problem instead of answer phones, but that’s just me.  For most of the year as a reseller, I’ve talked to many of the people at GotW3 and I know they are all truly caring people, who are working non-stop with the carrier to get this corrected quickly.

 

 

 
** We hope our UNOFFICIAL updates/information were helpful.  Now that GotW3 has an official update page at gotw3.com/updates, we will leave it to them to keep people updated on the latest news.  Please visit their site.  **
 
We appreciate all the kind messages thanking us for keeping people updated, even though we are simply a customer/reseller who is also out of service, just like you.  And please, take a look around at our services and if we can ever be of help, keep Digicom in mind!  If we work this hard for free, imagine what we do for our customers!  🙂
 

 

 

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GOTW3 URBAN PLAN
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The Urban Plan has no reported issues.  The 85,000 new towers across the United States have been added into the network and most customers are seeing nice speed increases as the loads have been shared with the new towers.

Acknowledgement:

I acknowledge that Digicom is a RESELLER for gotW3. Digicom is NOT gotW3. I acknowledge that this is an UNOFFICIAL support page.  

GotW3 has now added an OFFICIAL Update page at:

www.gotw3.com/updates