Storm Ready device

When there is an outage, the storm ready cell device starts working. However, when I call the CS with outage, the first thing they do is ask to reboot the modem/router. Once I do that, the Storm ready device decouples from the router and stops providing the connection. If the reboot of the modem does not fix the internet issue, I am without both primary and secondary connection. It is impossible to pair the router with the storm ready device until the router is back online, which defeats the purpose of the back up device.

Any way to solve this?

Thank you