The Official reps are on M-F from approximately 8AM to 5PM. They will be the ones to handle this issue. They may not be able to find your account from your sign on so, in the meantime, it would be a good idea to post either a case number from a prior phone call or the serial number from your modem. DO NOT POST YOUR SAN (your account number). Only post either a case number or the serial number from your modem and they will be able to use the info to find your account and look into this for you.