Neptune customer service is garbage

[kriskool123]

I have a Neptune Apex A3 which is flashing a blue light and doesn’t connect to my WiFi. I emailed Neptune last Sunday and got a generic email on Monday I proceeded to send the information they requested and no response all week. I called in 3 times this week and got to speak with someone but for some reason the person I was dealing with is on the other line with a client all 3 random times I called. The representatives can pull up your file and review everything but cannot actually help you because your case gets assigned to a specific person.

I delt with the same 2 representatives 2 years ago and they play the same game where they can answer the phone but not actually help you. If you want to set up a call to speak to the representative it takes 1 week advance appointment.

 

[sdreefer619]

Mine kept dropping the WiFi signal. Ended up just hardwiring

 

[Tangdora]

Here are three different things to try in order of how I would personal do it. All center around ensuring it properly connects to a 2.4 signal and not 5

First give your router a restart if that does not work reset it. Then try below. Also ensure nothing major in the way between router and apex that would create interference. The. Proceed with normal reset instructions.

1) Set up an IOT network signal if your router support and connect to that. I run on this never had a WiFi issue

2 if you don’t have set up a guest network and connect to that instead most routers have this. They typically only run on 2.4 signal. Also run on it own gateway and won’t class with the rest of your devices

3) spit you main signal and rename you 2.4 to same name. With _24 at the end.

 

[kriskool123]

Here are three different things to try in order of how I would personal do it. All center around ensuring it properly connects to a 2.4 signal and not 5

First give your router a restart if that does not work reset it. Then try below. Also ensure nothing major in the way between router and apex that would create interference. The. Proceed with normal reset instructions.

1) Set up an IOT network signal if your router support and connect to that. I run on this never had a WiFi issue

2 if you don’t have set up a guest network and connect to that instead most routers have this. They typically only run on 2.4 signal. Also run on it own gateway and won’t class with the rest of your devices

3) spit you main signal and rename you 2.4 to same name. With _24 at the end.

I am hardwiring it also and still doesn’t work for the last week. I forgot to mention that I have tried both.

 

[Tangdora]

Are the ethernet status lights lit up around the port

 

[kriskool123]

Are the ethernet status lights lit up around the port

The yellow light stays solid while the green light blinks .

 

[Tangdora]

Blinking green mean it’s transmitting signal. Would dive deeper into your router. Do you recall what your old ip was. Do you see any current device named apex under devices. Either under online or offline.

 

[kriskool123]

Blinking green mean it’s transmitting signal. Would dive deeper into your router. Do you recall what your old ip was. Do you see any current device named apex under devices. Either under online or offline.

I have always had it hard wired I tried also WiFi to get it working . I even tried all of the different router ports .

I tried reseting the apex using a pin on the reset port and it will not change color either no matter how long I hold it down.

I bought an apex EL today from another memeber on this site while I wait for Neptunes customer service to respond.

If this new unit works on the hardwire I know 100% it’s the apex A3 giving me issues

 

[kriskool123]

After sending in my unit they said it was to broken to repair. They offered me a A3 Base head unit for 25% off which is $306…

Neptune is no longer the same customer minded company after Aperture bought them.