What "custom equipment"? There is no control 4 modem. So they may have replaced the stock ISP modem/router combo with something else, but that is not a control 4 issue. it is a networking issue. Do you have access to the GUI for your router?
Post a list of the equipment you have and exactly what the fault is. As matt asked above, do you have wifi being broadcasted, but no internet? No wifi being broadcasted? can you connect to the internet by directly plugging a laptop into the modem?