Thanks for reaching out. This thread is 4 months old and refers to a different area from yours so I will close this one.
I've already started investigating your account and have sent a command to your modem. Please power cycle your modem and start a new thread to let me know when the modem is back online after power cycling. Power cycling is unplugging the modem's power cord from its power brick, waiting 30 seconds, then replugging.
If you have a tech or billing question and need help, please start a new thread in the appropriate board. Unsolicited Private Messages may not get replies.