Hi there! I'm so sorry for the delay. During this time, we are doing our very best to make sure we respond to you as soon as possible. Thanks so much for reaching out about your modem. You've absolutely reached the right place, and are in good hands. I will own this Issue for you and ensure that I provide the best help I can today. If you reach out using a private note, I can start troubleshooting your modem right away. All I need is your full name, account number (follow link https://comca.st/30PFYPV, account number is at the top right)and address including city, state, and zip code exactly how it reflects on the bill? Thanks in advance.