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?