What’s going on with Neptune Support

kpoj9 · Feb 22, 2023

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 · Feb 22, 2023

@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 · Feb 22, 2023

kpoj9 said:
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 · Feb 22, 2023

Dburr1014 said:
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 · Feb 22, 2023

kpoj9 said:
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 · Feb 22, 2023

Neptune Fusion address:

https://apexfusion.com/apex

rtparty · Feb 22, 2023

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 · Feb 22, 2023

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 · Mar 1, 2023

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 · Mar 1, 2023

nycjwi said:
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?