Good morning dwlene,
Welcome to the community and thanks for posting, we can certainly address your concerns.
When you received the replacement modem in the mail, was the return label in the outer pouch? Normally the return label is in there and you can use it on the same box to return the old modem.
I'm sorry to hear about your troubles, as a courtesy to you, I've refunded the site visit fee.
Please let me know if the box that was shipped to you includes the return label, if not I can e-mail you a label.
Thanks,
Liz
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