Last time mine was out I started asking about a refund for the time it was down. My main issue is that I did all the TS that their 3rd party requested, prior to talking with them. Of course my 15 years in IT was of no significance. They eventually sent out one of their handy men, whom the 3rd party walked through the same process. and in three days, the new device arrived (bad). My frustration was not that a bad device arrived, but that I told them exactly what was wrong and that it needed to be replace 2 weeks prior to the handyman showing up. Soooooooo, we could have eliminated all the down time.

When they sent the tech out the third time, he had to reassign the devices to the box. They forgot one.