GotW3 Customer Update

January 4th, 2021

Dear gotW3 Customer,

 

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 link 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. 

Internet Service Troubleshooting Form

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

GotW3 Customer Update

December 22, 2020

Dear gotW3 Customer,

 

We are reaching out to update you on the status of transitioning customers to our new APN. The process is continuing on a daily basis. It is a manual process and has to be completed one customer at a time.

 

We are seeing some minor bugs from customers who have been moved to the new APN. Last week we requested feedback from these customers to help us troubleshoot. In addition, both the gotW3 IT Team and the carrier's IT Team have been working diligently on repairing the bugs and building a custom API to transition all lines as quickly and flawlessly as possible.

 

Thank you for your continued support of gotW3. 

 

We wish you and your family a Merry Christmas.

 

The gotW3 Team

GotW3 Customer Update

November 30, 2020

Dear gotW3 Customer,

     We understand the past month has been difficult, and assure you that we have been working diligently to improve your service. 

 

     Right now, service updates are currently being performed by our carrier on hundreds of lines. We began migrating customers onto our new APN on November 27, and we are seeing great results. 

 

     However, there is some prep work to be done by the carrier before we can migrate your line. As soon as your line has been updated by the carrier, you will receive an email from us containing firmware update instructions for you to follow. These notifications are specific to you and your gotW3 service. By updating the firmware in your gotW3 router, we will be able to provide you with consistent speeds and an enhanced overall quality of your internet service.

 

     As a reminder, as soon as we have resolved the issue with your service, we will adjust your bill to accommodate for the time you've been without internet service. 

 

     Please keep in mind that we are aware of your service issues and you are on the list to migrate to our new APN as soon as possible. There is no need to call or email our customer care team as it will not expedite the migration process.

 

     Thank you for your continued support of gotW3 during this challenging time. We will be in touch soon!

The gotW3 Team

GotW3 Customer Update

November 23, 2020

Dear gotW3 Customer,

     First off, I would like to say THANK YOU for your patience over the past 3 weeks or so. 
 

     We received credentials from AT&T last Friday. We have been working on Setup, Configuration and Testing of our own APN all weekend. Testing is going well. The APN should eliminate the “throttling” you may be experiencing. The fix is in place, and we will send out additional emails/instructions soon. 
 

     Thank you again for your continued support of gotW3.

 

The gotW3 Team

GotW3 Customer Update

November 6, 2020

Dear gotW3 Customer,

     As you know, gotW3 is still experiencing connectivity issues. We are writing to keep you posted on our efforts to resolve this challenge.  

 

     We have been working closely with our carrier conducting data testing. Although we have seen some positive results, we are continuing to conduct testing 24/7 as we want to be 100% certain the fix is permanent and that you won't experience throttling.  

 

     We will either issue a monthly discount or move your Billing Date back for the time you've been without internet service.

 

     In the meantime, we will continue to post service updates on our website at www.gotw3.com/updates

 

     The gotW3 Team remains committed to resolving this issue soon,  and we truly appreciate your patience during this time. We know how important a stable internet connection is to you, and we apologize for any hardships this connectivity issue has caused.

 

Thank you.

The gotW3 Team

GotW3 Customer Update

October 30, 2020

gotW3 Customers, 

     First, we would like to say thank you, on behalf of all of us at gotW3, 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.

 

 

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