Pending Order for days

I have been on the same plan with my home modem for years.  It is a Motorola SURFboard SB6141.

 

I have not had any issues. However, because of the recent news regarding ROOT sports, on October 10th I hopped online and upgraded my TV plan to Ultimate TV.

 

On October 12th, I discovered I was unable to access ROOT Sports and kept receiving an XRE-03121 error. I checked online at MyPlan (https://www.xfinity.com/buy/plan/myplan) and it showed Pending Order. 

 

I labored through Xfinity Assistant until it decided I needed to speak to an agent. A representative called me back about an hour later.  We were then on the phone for ANOTHER hour.  Eventually she decided the problem was my home modem not being compatible with Voice.  However, I don’t actually use or want Voice, so she connected me to another department who canceled the order and created a new one, ostensibly to avoid that problem.  They said I would be able to access ROOT the next day. 

 

It has now been three days since that conversation. I still cannot access ROOT. I still receive the XRE-03121 error.  MyPlan still displays the Pending Order from 10/10 and does not show the 10/12 order.

I sat through Xfinity Assistant again, and they said an agent would call me back. No one has, however, so I'm posting here. I keep seeing other responses about direct messages, but that feature doesn't seem accessible by me.  I'd appreciate some help. All I wanted to do was upgrade my package. I don't know why it's an issue. 

Thank you,

Michael