For customers experiencing any issues with their service, we recommend the best thing to do first is check if there's an outage.
If there are no known outages in your area, you can proceed with the troubleshooting steps indicated on this link:
I've managed to locate your account and have seen that the connection issue is now raised to our Engineering Team for further investigation. Please ensure to leave the modem connected and turned on for remote testing purposes.
Updates will be provided via phone call or SMS.