This is very likely something the reps will have to help you with. They're on M-F from approximately 9AM to 6PM EST, so the earliest you'll see a reply from one is Monday.
Thank you for posting again. After running diagnostics, it appears the modem is having trouble detecting the router you have connected to the network. This may be causing your issue, but it can be resolved fairly easily. If you are able, we will first perform a full reset of the system. Unplug the HT1100 modem from the surge protector/outlet, then unplug your router. Please allow a few minutes to pass before plugging your HT1100 modem back in. Once this the modem is plugged back in, wait 1-3 minutes before plugging your router into it. Allow another 1-3 minutes and the system should be fully and successfully rebooted. Make sure the reset is done in the order of modem first then router. Please update me after these steps are completed and I will run diagnostics again.