GotW3 Service Outages or Issues

Digicom is a reseller for GotW3 products.
We are NOT 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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January 8, 2021

TO: gotW3 Customers

RE: Internet Service Troubleshooting

Dear Customers,

Thank you for your patience as we continue to work through the current throttling issue. 

We are seeing positive results from customers who submitted information about their gotW3 Router last week using our Internet Service Troubleshooting Form. This information enabled the Carrier to reprofile their line and restore their service

Please continue to reboot your gotW3 Router periodically, until your service is restored

If you are still having connectivity issues and have not previously submitted the Internet Service Troubleshooting Form, please click on the tab below and complete it at your earliest convenience. 

Our teams are working closely, continually, with the Carrier, and we appreciate your efforts to help us resolve the challenges certain customers are experiencing. 

Thank you!

The gotW3 Team

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January 4, 2021

TO: gotW3 Customers

RE: Internet Service Troubleshooting

We can’t say it enough: we are grateful for your patience during our transition to the new APN.

The gotW3 Team has been in constant contact with the Carrier. We gather customer feedback daily and share it with them. We are committed to repairing any bugs that you bring to our attention.

In order to resolve the challenges some customers are having with their internet connectivity and/or speed, the Carrier has asked us to provide information specific to each gotW3 Router. To accomplish this, we need your help.

At your earliest convenience, please provide us with the following information from your gotW3 Router:

 

  • Assigned Number
  • ICCID
  • IMEI

 

If you click on the tab below, it takes you to an online form to use to provide us with this information. The form also includes a picture to show you where to locate this information on your gotW3 Router. One you send this data to us, we will share it with the Carrier who will reprofile your line.

Then, 24 hours after you’ve submitted your Internet Service Troubleshooting Form, please power your gotW3 Router off and on. Your service will be restored. 

Thank you for your assistance. 

The gotW3 Team

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January 4, 2021

TO: gotW3 Customers

RE: Internet Service Troubleshooting

We can’t say it enough: we are grateful for your patience during our transition to the new APN.

The gotW3 Team has been in constant contact with the Carrier. We gather customer feedback daily and share it with them. We are committed to repairing any bugs that you bring to our attention.

In order to resolve the challenges some customers are having with their internet connectivity and/or speed, the Carrier has asked us to provide information specific to each gotW3 Router. To accomplish this, we need your help.

At your earliest convenience, please provide us with the following information from your gotW3 Router:

 

  • Assigned Number
  • ICCID
  • IMEI

 

If you click on the tab below, it takes you to an online form to use to provide us with this information. The form also includes a picture to show you where to locate this information on your gotW3 Router. One you send this data to us, we will share it with the Carrier who will reprofile your line.

Then, 24 hours after you’ve submitted your Internet Service Troubleshooting Form, please power your gotW3 Router off and on. Your service will be restored. 

Thank you for your assistance. 

The gotW3 Team

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.

** If you have gotten instructions on a new APN setting, use those settings, not these.  GotW3 is moving some customers to a different APN. **

 

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

 

 

 
** 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!  🙂
 

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