Pending Order for 3 days now

Hi there,

I placed an order through the Change Plan experience online, and I received a confirmation email indicating my order was made. However since then I've received no updates on when my new plan will go into effect. With the new plan I will be using my own modem, but I can't set it up because when I try to add the device it shows "Looks like you already have an order in the works." My new speeds also haven't gone into effect -- I signed up for the gigabit plan, but my speeds are still the old speeds. I've spoken to multiple Customer Service representatives, the latest of whom said to wait a few hours and it should all work. That was yesterday morning, and since then nothing has changed. Can you tell me when my new plan will go into effect and when I can add my modem to my account so I can use it?

Thanks!