To give an update to anyone who might come across this thread or experience the same problem, I was sent a new modem.
After hooking it up, the instructions that came with the modem said we would need to wait until all the lights on the front of the modem were on before it would work. We waited but we never could get connected so we reached out to tech support. The first response we got was that the weather was bad in our area and that we should call back when the weather had cleared. The thing was, it wasn't raining and even if there were clouds in the sky, we've used our service during worse. I get the impression that a lot of the tech support representatives simply don't like their jobs and had rather not talk with or listen to customers. While understandable to some degree seeing as how customer service doesn't give you a lot of interaction with the happiest customers, being short with customers or trying to rush them out of your hair won't make a representative any new friends.
The following day, my spouse reached out to tech support once again and they told us we had to hook up the new modem and wait 24 hours (in contrast to the instructions that said we would need to wait about 1 hour) before we could access the internet. It is now on, connected and running smoothly. It's only been connected for a few hours though. I've got my fingers crossed and hope this will be the end of my problems. I will try to come back and update again in a few days. I want to help any other customer who experiences the same frustrating issue.
