Ship exchange modem with prepaid return label

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  • Updated 2 years ago
I have experienced intermittent Internet connection problems for about 1 year. My professional experience indicated my modem was the problem, but waited until it created a hard failure. At the end of Feb, I called & asked for a replacement modem. The technician didn't call me so I called the tech & left a msg that no one had called me to schedule a repair appt. A contract tech called me & scheduled an appt for Friday, Mar 4th. He arrived & told me my modem needed to be replaced, but didn't have 1 in his truck. He told me as soon as the replacement modem arrived he'd call me & schedule an appt date. Friday, Mar 11th I called the tech, but he didn't have a voice msg box. I called the original tech & left him a msg that I couldn't reach the contract tech & he returned my call saying he had arranged a replacement modem through Exede, but not to call until 4pm. Following his instructions, I called Exede & person appeared to have no information regarding my issue other than the issue had been closed. Since the installation is at my rural ranch & the modem exchange was much as easy replacement, I asked if Exede could ship me the replacement modem with a prepaid return shipping label where I could save a tech a round trip to my ranch. I was told the company wouldn't allow this type of transaction. Why not?
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David Leland

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  • frustrated

Posted 3 years ago

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Steve Frederick, Champion

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The modem must be provisioned before it will be operational. This must be done by a certified technician. It cannot be done by the end user.
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Grumpyoldman

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Steve, do you know what has to be done for it to be provisioned? just curious.
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Old Labs

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It requires going into the modem in install mode which in turn requires an installer access code

However the new Exede Wifi/Modem can be self provisioned if a replacement on an existing install. Obviously a new install requires and installer to peak and align the dish properly, etc.
(Edited)
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Grumpyoldman

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Once again Old Labs I am in your debt!
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bill nord

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Because it makes too much sense.