I am in the same position. Spoke to 2 different people over the week who did exactly the same things. The first person was great, trying everything in his power to help me, then with the second person they wouldn't listen to what I was saying and ended the call with if that doesn't work call us back and we will send you a new modem. It isn't the modem, I purchased it the day my internet went down because last time it was the modem. After a week they closed my ticket saying it was resolved the day before. This is the first time I have had issues with technical staff. ... View more