The reps here will probably check your modem remotely, and if it's totally dead they may send you one as a replacement (edit: at no cost, I think, but they have the last word on this).... Reps are usually online here between 9 am and 5 pm (sometimes earlier, sometimes a bit later).
There were storms in my area yesterday, and now my modem/router appears to be dead...no lights (we double checked to make sure the outlet it is plugged into is working). I assume a power surge fried it. Anything else I should try? If it is really is dead, what's the best way to go about getting a replacement? Thanks!
Thank you for contacting us. I am sorry to hear your modem is not working after the power surge. I attempted to check your modem remotely and was not able to get communication. I would like to send out a modem replacement for you, however, I will need confirmation of the address. Please keep in mind the address we send the new modem to cannot be a PO box. Please private message me the address to send it to, as well as the first and last name of the recipient.
Thank you for providing me with that information. In case you are unable to see the private message I replied with, I have issued a shipment free of charge, which will arrive in 3-5 business days. The box will come with instructions to set up the new modem. Once you have reconnected the modem, please wait 5 mins for the modem to re-associate and then test the connection. If you need any assistance with this process, please reach out as soon as you can.
It appears the modem arrived a few days ago and your service is currently up and running again. I'm glad we were able to assist you and should any other problems arise, please start a new thread and include a detailed explanation.