Go to this page: http://192.168.0.1/#!/home/status
What's the state code? (Edit: you may have to connect a computer directly to the modem to access the page)
Yes, it isn't a free service. EDIT: maybe the mods here will have a look at the situation for you and see if there's something they can do.
Do they normally charge the customer to fix the equipment when it stops working?