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Hi, thank you for contacting JustAnswer.com. My name is Russell. I will do my best to provide the right answer to your question.
Tell me please, to start with, what the maker and model # ***** the modem is, and whether it is for DSL service, or cable modem service, or fiber-optic internet, or something else.
I think we can get through this one step at a time. To know what modem we are dealing with is a start. (Also, background is important: is this new modem a replacement? or is this a brand-new installation of the internet service in question?)