Cannot Access Gateway Modem

Hi Telus_Support,

I finally managed to remove the face plate cover.

In the videos I viewed it wasn't that obvious as to which tab to press.

Had to use a mirror on the floor to aim the flathead screw driver.

Lets call this solved. Thanks jackrabbit000.

I have tried to send a PM with the image.

Everything looks fine until I try to send it.

Then a dialog box comes up saying "Media Upload In Progress", "Try again in a few moments"

The image from my phone is 1.5M is that too large a file to send?

I took a picture of the bottom of the modem. ( wasn't easy, tight space).

See all those tabs(teeth). I believe the inside vented cover is stuck inside the face plate.

How can I fix this?

I have tried to re-seat the faceplate cover hoping those tabs (teeth) would re-seat. No luck.

The only way I see forward is to disconnect everything and remove the modem from the wall so that it's easier to work on. The problem is that the base plate is probably screwed to the wall.

If so, then I'm ... you get the idea. No way of getting it off without damaging something.

Not happy.

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Tried to post this with the picture yesterday it didn't go thru. Don't know why.

Sorry I typed "right" when I should have typed "Left".

The unit I have is the one on the Left in that picture.

Sorry about that.

Hi jackrabbit000,

I took a look at the link you sent. The one I have is definitely the one on the right.

I am starting to think that the hardware face plate IS somehow stuck inside the main face cover.

So how do I safely remove it without everything falling out and possibly damaging the fiber optic line.

If it does get damaged then Telus will blame me when it was the installer that put the plate on.

Where do I go from here?

I should get a Telus Service person to come out and fix this as I did not install it, and I don't

want to be responsible for damaging it trying to get it apart.

Hi jackrabbit000,

The cover dose not have the screw.

From pictures I have seen there is a cover( plastic grid) that is under the main face cover

that holds the actual modem hardware, and has a sticker on it. I appear not to have one.

Did the install technician not put it on?

As I mentioned in my first post, if I completely remove the main face cover all the hardware will fall out. There is nothing there to hold it. 

It's mounted in a tight spot making it impossible to get a third hand in there to stop it from falling out. And... if the plastic grid cover is missing then where would I find the sticker with

all the codes.

That's the problem.

Is it possible that the hardware face plate is somehow stuck inside the main face cover?