As we continue our effort to keep on top of common/repetitive support calls and help educate you on ways to keep your system running as smoothly as possible, we have run across an issue that is happening frequently with our Nimble clients. In circumstances where your internet goes down and you have to call your internet provider for support, many times your internet provider will ask you to reset your modem. They tell you to do this by pushing the button on the back of the modem.
PLEASE DO NOT PUSH THAT BUTTON!
This changes all of the settings in your modem, including the IP address. Your Nimble system has a Static IP address in order for us to communicate with your modem and deal with many of the issues that come up. In changing the settings of your modem, Nimble has no way to communicate with the system. When this IP address is changed, our Worry-Free Support staff has no way to remote in to help you fix the connection. This requires either you fixing the problem or an expensive on-site visit by Nimble.
Our Worry-Free support team recommends that you unplug the modem, let it stand for a minute, and then plug it back in. Many times, this will reset your modem without changing any settings. In the case you do have to call your internet provider, be sure to tell them that you do not want the setting to change in the modem because you still need your Nimble system to function.
For technical support the most efficient way to get help is to call our Worry-Free Support Line. As always, feel free to contact me with any questions or problems.