Might this single reply have been accidentally moved to this section (Tech Support) from the myAccount and Billing section in which the rest of the thread is located?
Hello Hanner, welcome to the community and thank you for posting! I am sorry to hear you're having trouble and we definitely don't want to see you go! I hope we'll be able to get to the bottom of this with you.
I pulled up your account and it looks like the callback was rescheduled by our agents. I'm not sure why this was done exactly, my guess would be they were taking more time to investigate further perhaps, but it shows the callback is scheduled for today.
When I tried to run my own diagnostics, I currently see there's no communication, so I am unable to run diagnostics remotely to the modem. With this said, I want to provide some tips that may or may not have been offered to you yet.
I hope these help! If they don't, you should hear back from our Advanced Technical Support, who is currently looking into the matter. If you do not receive a call today, please let me know, so I can get your issues escalated in the appropriate manner.
Your cooperation and patience are greatly appreciated!
I appreciate you for getting back to me and for trying my suggestions! Since the modem is unplugged, this places restrictions on what myself and our Advanced Technical Support can run diagnostics in order to investigate the issues, so let's get the modem plugged back in. What I'll go ahead and do is create a case on your account with notations of the issues you're experiencing.
Once the modem has fully turned on (usually within a few minutes after plugging it back in), please call our phone support again and refer to case #116705261. These are my notes with instructions to have the agent connect you with our Advanced Technical Support.
Now it's all together, but the posts got out of order and I can't seem to fix it or I'm just unaware of how to 😛
Thanks for pointing it out to me!
It makes it interesting. 😛
You're welcome. 🙂