I have a 3 modem but do not have any problem so not able to fix your problem. I know that the software is contained in the modem when you first plug in. Would it be sensible to Un-install and then after a restart Plug in as original instructions and re-install? The customer service no is 08707330333 or 3 customer services po box 333 Glasgow g2 9ag if you can't get through.The msg is coming from your initial connect screen is it. Is a connection thro to the internet working properly?