I can't get answers from NEAT, but am hoping someo...

I can't get answers from NEAT, but am hoping someone else can assist. My NEAT scanner says it is connected to the internet and is plugged in to my desktop,... but repeatedly drops the link and says I have no scanner connected. Brand new - never has worked - can't get the equipment to talk to my Mac. I'm afraid to buy any further subscriptions based on reviews. Anyone out there with an answer????? NEAT only replies with auto link emails. ;-(