Forum Discussion
Upgrading Service Gone Wrong
I recently upgraded my account to a 5G 50GB plan from a 4G 5GB plan. I received a new HT2000W to replace my old HT1100 and was told it would be a 60 minute install. I have been fighting this thing ...
Thank you for reaching out to us and I am very sorry to hear this. New installs can take as little as 1 hour up to 24 hours. This is even longer if the modem is unplugged at any point during this process. Unplugging can also potentially "Brick" the modem rendering it unusable. I see the modem is showing as "unplugged/no power" currently and I hope this is not the case. I am sorry you were not informed of the install timeframe initially.
Before we can send a tech you would need to complete a full 24 hour cycle of the modem being plugged in. -Damian
