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Upgrading my Equipment

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Upgrading my Equipment

I have put in a request to have my modem upgraded. I have never received a confirmation email and it is difficult to find the status of the upgrade. When I clicked to upgrade my modem I was moved to a page that said it would come in 3-5 business days. Well those days have come and gone. When I finally get to a page that talks about my order status all it says is "Order in Progress". I have tried to call or to get a hold of a human but there seems to be no one home. Has anyone else ran into this problem? Please help me understand this.