Welcome to the Community!
We were able to locate your account using your Community details and reviewed the notes.
The modem was not sent when it was initially requested as the payment for the shipping fee was not received. This is due to the rejection using the Direct debit on the account.
We understand that you've recently updated the DD on the account and the payment is currently in progress. It may take 2 to 4 business days for it to be cleared by the bank, once done, the modem/router will be shipped.
Further updates will be given by your case manager.