Cellular back-up service provider

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For the last four days, my cellular modem signal has been at 1 or 0 when it normally is at 3-5. Iris Tier 1 tells me that Tracfone is the provider and that I need to talk to them. Tracfone tells me they don't know what I'm talking about. Has anyone been able to make contact with someone who takes responsibility for the signal? Thanks.

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