Forum Discussion

PHadsock45's avatar
PHadsock45
Freshman
2 years ago

My modem/router fell off our kitchen counter and broke….

My router/modem fell off of our kitchen counter and broke. It no longer lights up or connects to the internet.

 

How do I go about ordering a new one?

 

Heather

  • Remy's avatar
    Remy
    2 years ago

    PHadsock,

     

    Thanks for reaching out! We're sorry to hear your modem broke and isn't functioning. Normally, to order a new modem, we recommend reaching out to us here in the Community, or call our support team as Gabe stated above! For this situation, however, I will go ahead and send an replacement modem free of charge as a one-time courtesy! Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch. 

     

    Thanks,

    Remy

  • GabeU's avatar
    GabeU
    Distinguished Professor IV
    2 years ago

    Since it's time sensitive, as in not having service until it's replaced, I would call customer service at 866-347-3292. 

     

    Or, you can wait for a rep to answer here.

  • Remy's avatar
    Remy
    Moderator
    2 years ago

    PHadsock,

     

    Thanks for reaching out! We're sorry to hear your modem broke and isn't functioning. Normally, to order a new modem, we recommend reaching out to us here in the Community, or call our support team as Gabe stated above! For this situation, however, I will go ahead and send an replacement modem free of charge as a one-time courtesy! Please expect the replacement soon; you can use its box to return the old modem. For your convenience, the return label is included in the outer pouch. 

     

    Thanks,

    Remy