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As I have found two Issue on your modem. 1) There is issue with server and modem , and second there is Issue with the network connectivity.
I have found out that the cause of the issue was because the modem lost its synchronization from our server. ( if cx ask what was the Isuse after Isue fixes)
As I can see the modem showing offline on account, it means there is some Issue with connection or network, I am checking further in system and I will also need of your help in order to fix the Issue.
I am now working on rectifying the signals. After this I will run system clean up to remove signal blockage next step would be system re-connection and lastly, system update.
What I will do is I will perform some troubleshooting steps and also send some advance signals to the modem, if needed I will also send a professional technician at your home to get the root cause of this issue, if needed he will also changes the cables and connections.
As I have made some changes on your account and modem is still showing offline on account, could you please perform some steps at your end now.
Once I reset modem, our chat will be briefly disconnected. We'll be reconnected in this same window once the connection is restored within 3-4 minutes.
It may take up to 5 minutes for the device to restore. I really appreciate your cooperation Simone, please bear with me.
Alexa, the process will take 2-3 minutes, please stay connected and once I start this process our chat will be disconnect for few minutes so please don't close the chat.
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