Help with new reactor

Tom800

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So I recently purchased the jumbo media reactor from bulk reef supply. The way there media cartridge comes is that there is a pad both glued on the top lid and a pad glued on the bottom lid. When I put the GFO in, it barely tumbles, if at all, and my phosphates have not been going down. I have tried repeatedly changing the media and it’s still not working, checked the plumbing and the pump and no issues. Finally I called bulk reef supply and they told me that there shouldn’t be a pad on the bottom and I should remove the glued pad. I removed it and the openings on the bottom lid, which is attached in the picture, are huge and any media would just fall through it, so the guy recommended me to put window screen mesh on it from Home Depot. I’m not entirely confident in what I’m hearing from bulk reef supply, does anyone have any other advice or what I should do here.

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