Modem delivered but not activated

[Stash745]

Hello,

I am a new internet subscriber. I received my modem in the mail yesterday and plugged it in. All the lights light up except the @ symbol does not. I called support last night and after being on hold for 2 hrs and 2 disconnected calls I still do not have an answer as to why. One Rep mentioned that the modem is not activated but they could not help. What am I to do? Can I return it to a Fido store and they can issue me a new activated one?

Thanks for your help in advance.

[KAPABLE-K]

Hello @Stash745,

Welcome to the community!

Do you currently have cable tv and does the line that you are connecting the modem to has a splitter?

If you do not have cable TV it could mean your cable is disconnected outside of the house and will have to be reconnected.

If you have a splitter on the line remove it and see if it helps.

If t is still not working try reaching out to the internet technical department 1-888-236-FIDO (3436) and they should be able to help you troubleshoot the issue. If the modem is not activated you should not have to take it back to the store Fido would be able to do it on their end.