Currently this tool is only for Cable internet
This tool only appears once basic troubleshooting is completed. If needed, please open a ticket here.
This tool does not fix any issues or submit tickets. It is only gathering information for customers and agents to review and use to assist with problems. As it helps streamline the process in doing so. It is turned off after each troubleshooting ticket is completed.
Before you begin
- Ensure an agent has confirmed no other signal related issues on the line.
- Double check all Cables and Ethernet cables are working properly.
- Connect directly to your modem or bridge your modem into a device.
- Restart the computer and ensure no other programs are running.
Once logged in, locate an option for "My Troubleshooter" on the left hand side of your MySavvy screen under "Need Assistance?"
You will be greeted by a welcome window.
Go through the basics to confirm you are connected to your modem and reset everything. You will then receive the following ID code and an Download option. Select the Download and save the file. Ensure you record the code for your records.
The file will download as a .ZIP file and you will need to be extracted onto the computer. Once extracted, you should be able to locate a "Troubleshooter" application. You will likely be prompted by your firewall indicating a potential threat from this program but do not worry, it is an web based application that is strictly designed to collect information in single instances and can be deleted off the device after it is finished.
Once started you will be prompted for the Code you recorded earleir.
Once started it will take at least 10 minutes to complete or longer. Do not use the device or turn it off during this process.
Once completed you will be provided the ability to download the results for review and send them to an agent if needed.