can you help with seasonal hold issue

I'm 99% sure I have a billing code error on my seasonal hold as I have no internet access.  That lack of access magically happened when I was switched to seasonal hold.  I've been on the phone or on chat for more than 6 hours.  They want to "restart" the modem, which has been done about 12 times.  It won't help because AI tells me it's a billing code error that is stopping my data at the xfinity servers.  Not a single rep understands this.   AI tells me this is not uncommon, but that a tier 1 agent is unable to fix this problem.