What’s going on with Neptune Support

[kpoj9]

What’s going on with Neptune support?? I purchased a Neptune Apex Jr A3 when they first came out last year. I didn’t have any issues until I installed the latest OS update recently. It cannot connect it to fusion. Neptune sent me a link to book an appointment. They are completely booked up until May. And I’m not even sure I can get an appointment in May as their calendar app doesn’t let you view that far out. That’s ridiculous to wait that long? I’m not happy about the customer service and now regret buying an Apex Jr.

 

[mike550]

@kpoj9 that‘s unbelievable! I keep seeing very mixed reviews on support. Good luck. Are BRS or Neptune sponsors on R2R? Maybe theres a contact on the Board.

 

[Dburr1014]

What’s going on with Neptune support?? I purchased a Neptune Apex Jr A3 when they first came out last year. I didn’t have any issues until I installed the latest OS update recently. It cannot connect it to fusion. Neptune sent me a link to book an appointment. They are completely booked up until May. And I’m not even sure I can get an appointment in May as their calendar app doesn’t let you view that far out. That’s ridiculous to wait that long? I’m not happy about the customer service and now regret buying an Apex Jr.

It won't connect at all?
Have you tried to pause you 5g on the router?

Try Russ on neptune message board. Maybe he has an idea.

 

[kpoj9]

It won't connect at all?
Have you tried to pause you 5g on the router?

Try Russ on neptune message board. Maybe he has an idea.

No but I'll give it a try.

 

[vetteguy53081]

What’s going on with Neptune support?? I purchased a Neptune Apex Jr A3 when they first came out last year. I didn’t have any issues until I installed the latest OS update recently. It cannot connect it to fusion. Neptune sent me a link to book an appointment. They are completely booked up until May. And I’m not even sure I can get an appointment in May as their calendar app doesn’t let you view that far out. That’s ridiculous to wait that long? I’m not happy about the customer service and now regret buying an Apex Jr.

On fusion page, next to your name is a black down arrow. Go to : " Click support" - do not use calendar appointment!! You will create a ticket and get fast response
Also assure you have disconnected any previous fusion accts under your password and updated router info on your new unit

 

[radfly]

Neptune Fusion address:

https://apexfusion.com/apex

 

[rtparty]

They very likely aren’t booked out that far. Call them or BRS and they’ll help you out. Probably some error in the calendar or something

 

[dadnjesse]

I have found once you have a ticket you can call, If you can get someone to answer they will help you. If busy I hang up and keep trying. Did you download the permission to access your system? Sometimes they will log in and fix it remotely.

 

[nycjwi]

I am having the same problem!!! I even called BRS and they told me they elevated my ticket and that someone would call ASAP...That was 2 weeks ago. I don't get it!!

 

[rtparty]

I am having the same problem!!! I even called BRS and they told me they elevated my ticket and that someone would call ASAP...That was 2 weeks ago. I don't get it!!

Did you submit a ticket through the portal?

 

[kpoj9]

I recently heard back from Neptune. They told me to give them a call rather than trying to book an appointment.