Xumo streaming box setup

I just got a xumo streaming box with my new xfinity account and am having trouble setting it up. Every time I've started the box up, I'll progress through the provided steps until the box prompts "checking your status" when linking my account. It freezes on this message indefinitely. I initially reached out to Xumo support and worked with them to confirm ethernet was working, we tried a factory reset, multiple on-and-off cycles, and still no luck. How do I move forward from here?