Hi there, alcauter2537. You came to the right place for getting help updating your equipment! Are you looking to upgrade your modem, cable boxes, or both?
I'm having the same problem. I've tried multiple times to complete my order for an updated cable box. All information---address, etc---is correct as shown. I've checked the block acknowledging that the old equipment must be returned each time. When I click to complete the order, however, I get the message that something didn't work, and the first screen reloads.
We continue to have the same problem - for almost 3 months now!! Customer experience is horrible and no resolution. We even went and bought a new TV per the suggestion of a supervisor who came out last month - well it still doesn't work and we spent over $400 on a new TV! Absolutely criminal what they get by with!
For whatever it's worth, I ordered an updated set top cable box earlier this afternoon by way of cable TV Channel 1995. This alternate method of ordering has apparently succeeded. When I now go to the online update link it shows that my order is in progress. If Channel 1995 is available in your area, you might want to give that a try.