Need to Cancel, or get new NOW modem

I purchased NOW Internet but never received the Gateway included with the service. NOW Support has told me they cannot send me a Gateway and cannot cancel/refund the account.

I also attempted to cancel through the NOW portal, but the cancellation produces an error.

I have now exhausted the normal support options and need this escalated to someone who can actually resolve the account. Please have an official Xfinity representative contact me and escalate this to the appropriate team/Executive Customer Relations.

Long version: 

My modem on Xfinity prepaid Boost Mobile stopped working. I tried to order a new modem, they told me I had to cancel my account and make an Xfinity Now account. I did that, I was charged on Sept 23.

I never received a new modem. I never received a shipping notification, or a new account number for the new account I created. Maybe NOW doesn't have account numbers?

On sept 27th I received an email "you haven't finished your NOW purchase" with a link to the generic landing page for Xfinity NOW.

But when I log into Xfinity NOW, it has payment history from Sept 23, and says "awaiting activation". I can't activate it because I don't have a modem. I was told to cancel my account and create a new one because there's no way to request a new modem otherwise, which is nuts.

I have tried to "Cancel before activation" and receive an error.

I need this account to be closed / cancelled so I can begin a new account and get a modem shipped to me.

I have been back and forth with the regular Xfinity team "Cancellation specialists" and the Xfinity NOW support chat. They keep sending me to each other and telling me they other team can help, but neither of them can help.