Hi Stacey,
Thank you for posting. I was able to pull up your account using the information in your profile. I see that you called in today but were unavailable to troubleshoot with the technician? You will need to call in for them to determine if something is wrong with the replacement modem. Then they will send you another one. If you would like to add yourself to the account all your wife needs to do is authorize this with a customer service agent. We cannot send out a tech until we confirm that one is needed. With some direction(unless the modem is actually defective) they should be able to help you activate the modem. Let us know once your are able to call back in to our support center. If they inform you that a tech does need to be dispatched, we can arrange for this at no extra cost to you. We appreciate your patience and cooperation as we help to address your concerns.
Thank you,
Chris