How to get a replacement modem

[kmoed]

I changed my internet plan to the 1.5GB service.
I chatted with an agent who told me I need to get the xb7 modem to get WIFI 6 etc.He was transferring me to someone else to arrange that and the transfer never went through.
I need to arrange to get the new modem.

Can I just go to a store and replace it? Do I need to speak to a rep first? I've been stuck on hold for hours and nobody is available on rogers chat.

[-G-]

@kmoed  I would send a private message to @CommunityHelps  and ask if they can get an XB7 gateway sent out to you.  The new gateway will get shipped by courier and you can return your old gateway by Canada Post.  As far as I know, Rogers stores are no longer able to process equipment exchanges or returns.