Storm-Ready Wifi Issue: "Connection Status" is "Offline"

My normal internet is out and the storm ready wifi is not working (two days in a row). The app says "you're connected with storm ready wifi", but when I go into the storm ready device in my app it shows cellular data is "unknown signal", battery backup is "unknown". Clicking into device details shows that the "connection status" is "offline". Power is no longer out so battery isn't needed. The light on the storm ready wifi device is solid white. I've gone through the troubleshooting guide including restarting and plug/unplug both the storm ready device and my gateway... many times. No customer service available to connect to. Need assistance.