Carlie, the $125 is the fee for a tech visit. It's not a free service. Give the reps on this site some time to check your case and see if they have something different to say.
Thank you for posting and providing those details. Let's try a modem swap to see if that makes a difference for you. I've expedited a modem to you at no extra charge, so please expect it soon. You can use the same box to return the old modem to us, just use the return label in the outer pouch.
Please let me know how the new modem works out for you!
Good morning carlie72,
Just following up; I see you've received the modem Tuesday and are currently online. If you have any other concerns, please feel free to start a new thread. Have a good weekend!