I called first just after closing time, leaving a request for a call back….which I received in about an hour. After explaining my problem, the person said he would talk with a technician and get back to me. During the evening, my phone was busy receiving calls….I doubt if he was able to get through. Today, just after lunch, I received a call from Sam….who very patiently listened to this inept, computer-challenged person trying to work out a failing modem-router-computer connection. He adapted to my ’kindergarten’ vocabulary, allowing for several repetitions, to be sure that I understand what I needed to do. I’m happy to report that my problem has been solved….everything is working and all the right lights are shining bright green! Thank you, Sam!!!