We have a vacation home that we are rarely at. I decided to upgrade the service there. I asked that the new modem be shipped to my home address so that I could take it up to the vacation home and install it the next time I went up. Instead you shipped it to the vacation address where there was no one to install it. I called to see if you shipped it there so i could go up and see if ti was there, I was told that it would be shipped to the home address. I finally went up there and luckily it was not stolen. So last week I installed it-- it didn't work so I spent about 1 and a half hours on the phone with your technical support. They decided that a technician would have to come out -- for free. I got someone to stay up there to let the technician in. In the mean time I get a bill for over $200 -- because I have not sent the old modem back to you. I CANNOT SEND IT BACK UNTIL I HAVE A NEW MODEM THAT WORKS!!!