Welcome to the Community... The HT1000 was phased out a long time ago, most likely @Amanda or @Liz will issue a replacement HT1100 modem to replace your HT1000, as well as perform diagnostics to check for any signal issues. Curious, what is your current signal level?
I'm glad you found the community, thank you for posting. I've pulled up your account and shipped a replacement modem to you, which should arrive in a few days. Please let me know how it works out for you.