question

Hi Nikki, 

Sorry to hear about your experience.  Unfortunately it's not always possible for us to foresee all the possible modem/router deficiencies that might occur. there are many variables that might allow some equipment to work for some users, but not others depending on many things.  However we appreciate your comments, as there is always room for improvement and we are actively working on improving the on-boarding experience for our users. I will pass your comments along so if you care to explain in more detail what went wrong along the way perhaps we can improve the information regarding system requirements. 

Thanks!
Mike 

The Onboarding Guide has a section called "Network Readiness" that states:

Verify that your modem is in IP pass-through or bridge mode.
Note: Contact your Internet Service Provider for instructions.

Find your router here and configure according to the instructions.
Note: You may need to purchase a new router.

I think that's pretty upfront so maybe it's just a matter of training the sales people to emphasize the point. It's a critical piece of the puzzle!

More ISPs are moving to combined gateway units as they are so much simpler to support than customer-supplied routers. But all ISPs I've ever used have allowed their units to be put into bridge mode, or let you supply your own devices (which is cheapest in the long run because you don't have to pay a monthly lease fee).

Good luck!