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tech support woes, resolution 

more than two weeks and about five phone calls (all from us to them) after we were told it'd be solved within a day, we have an answer to our network problems and have located the fiber box that's registered to our account: it's in our next-door neighbor's apartment

they are not currently home but were able to be reached by phone and with luck we'll be able to swap the fiber boxes tomorrow
-F

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