Modem Feeling Very Warm to Touch & Internet Connection Drops

My modem feels very warm to touch (if touched for too long could burn you) and my internet connection keeps dropping randomly out of nowhere. I have 1200mbps. I’ve never had any issues with my modem or internet.

My app tells me there are no outages and my wifi is up and running, but my computer tells me otherwise. (I’m hardwired into my PC as well) I have tried every trouble shooting step needed and instructed by the online automated assistant. I tried calling the 1-800 number with no luck reaching an actual person and was prompt to do the exact same steps I was told over the apps assistant.

I would like to just receive a new modem and return this one. Is there any way we could make this easy, please? 

I don’t need someone telling me for the 15th time that the easiest fix and best troubleshooting to do is to manually restart my modem, or unplug it and after 30 seconds plug it back in. Yes, it fixes the connection issue. But the modem is still very warm and clearly overheating. 

I don’t need fixes for my current modem. What I am looking for is a new modem to be sent so I can return the one I currently am in possession of.