waiting for Tech Connect response for replacing outdated Franklin R910 hotspot

[waiting for Tech Connect response for replacing outdated Franklin R910 hotspot]

I recently tried using my Tech Connect Franklin R910 for the first time in several months, and it will not connect to the Sprint network.

On 10/08/2021 I went to https://www.fmca.com/fmca-techconnect-troubleshoot for help and chose R910, it told me:

Quote

The Franklin R910 is getting old at this point and we now offer an upgraded device at no cost to you.
In order to get a replacement click the button below to take you to our Ticket Generation Form. Someone will reach out to you once you complete the form.

I completed the form. A week later I have seen no response.

Has anyone done this lately? How long did it take for someone to respond?

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I just went through the registration process as an existing Jetpack customer (with the $85/mo for 16Gb). The phone rep had to put me on hold to apply the rate plan, and her only quandry was that the plan couldn't be back-dated nor started immediately. It's supposed to switch over next month at the end of my current billing period.