Finally got this taken care of. Called 611 instead of dealing with support via chat. Found out that support via chat has no clue what to do. Also.found out that if you want reliable service go to a corporate owned shop. Found out that when I had my account set up the franchise store used a bogus address for area of coverage check ans kept that as my home address. Chat support never confirmed my address and shipped a replacement to the bogus address. Tech on 611 had me take my wifi gateway to a corporate store and had it swapped out in 10 minutes.
I've had this problem since day one and the store says they can't do a replacement and I have to go through support. Call support and run through a bunch of bs things to try and then they say they'll see if I can get approved for a replacement. It's been 3 years, I'm about to drop the service and go back to Xfinity.
Been happening since I got the gateway, over 2 years, support has been no help. I requested a replacement 3 weeks ago and no response.
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