Moving houses, while in a 24mnth contract.

I have been with vivid for a while now, and have been happy with their services.

Now, I moved houses and making sure the new place has coverage was one of the factors for my new place. The coverage map showed that it was covered, although it was near the edge.

I called up vivid to double check, and was told that it should be fine.
However, I am unable to get a decent connection (Finds signal and connects for 2mins or so, then it'll lose it and take hours to reconnect).

What happens in such situation??



Frosty-MODERATOR wrote 5 years ago

Its difficult if you are in a contract, that's for sure, but lets start by seeing whether it is in fact possible to get you connected.

For starters, modem repositioning is likely to be your best bet. We probably need to find out where the tower(s) is(are) relative to your location, so you can try to position the modem in a favourable spot.

You need to be able to look at the modem's stats and focus your attention on improving the CINR to as close to 30 and RSSI to as close to -50 as possible.

Can you maybe send me an email (, with a reference back to this forums thread, and tell me:
-- your new address
-- a contact phone number
-- your modem's MAC address

and then I will forward that to my contacts at vividwireless and see if I can find out where the towers are near you?


Frosty-MODERATOR wrote 5 years ago

Got your email and I'm aware that you've been talking direct to vivid.
Just wondering how you got in with your connection after that?
Is there anything further I need to do to assist?

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