They probably installed the router/modem in the basement and he can't get service to his devices. Like they did to me! $95.00 fee to relocate the router/modem even though you can't get service to your devices. Scammer installer!!!! Beware!!!! Ask questions!!! Sales rep out and out lied! I recorded our conversation so I am not worried about canceling. They are punishing me by slowing my data ha ha!!!!!!