Connection Issue & Account Access

New customer. The app says my modem has a "connection issue". My internet seems ok - I have Gig, but the best result from a speed test is \~600Mbps. I haven't tried a wired speed test. I called support and they just dismissed the issue.

Also, I cannot connect to the website unless I'm at home and even that doesn't work all the time. I get error IDID-4002. They put in a ticket a couple days ago, but I haven't heard back. Any thoughts?