Your case manager tried to call you earlier to no avail.
They'll try again after a few hours or advise me with your preferred time to receive a call and I'll arrange it for you.
I understand that your Case manager has been in touch and was advised that the modem will be shipped out today.
The refund is still in progress and your case manager will provide you with updates as soon as it becomes available.
Thank you for your patience.
Thank you for providing further information, @patlefe66.
We understand what a frustrating experience this has been for you and is unfortunately far from the standard we would expect for our installations.
We will be taking a closer look at your account and will organise for someone to contact you to have this resolved as soon as possible.
I'll ensure to have this attended first thing tomorrow by the assigned officer.