App doesnt show modem after replacement and support is useless

I have been unable to access my "new" modem, the XB8, via the App since the technician installed it. I can't edit downtime, wifi info or anything. Technician says to call tech support to resolve, tech support says a technician will need to resolve and here we are. Almost a week of no help and nothing being done. 

What do I need to do to see my modem in the App. The old modem showed just fine and I was able to access everything.