Shaw Communications review: Home internet modem

I have had an issue with Hitron modem that shaw provides with their service for months ; now since May 2020 and they don't know anything about trouble shooting the issue. The issue is with the Hitron modem not able to block devices using the filters as it is supposed to do under parental control. All what they could offer is to send a new modem which they did and it didnt solve the problem. Not only that, they ( several representatives that I have talked to over months ) admitted not knowing much about the modem and when asked to talk to Hitron support they said there is no way to do that. When asked to speak to a supervisor or manager at Shaw they said that its not possible to talk to a manager either. Part of the internet service that they offer & I pay for is the modem and the functions it comes with. The modem not performing as it is supposed to means that they are not providing the service they promised.