Storm Ready WiFi can't be removed from app

Several months ago I installed storm ready wifi. It worked great and we had internet throughout a power outage. Shortly after, my Gateway bricked and had to be replaced, but the storm ready wifi was no longer connected. When I try to remove the device from the app, nothing happens. Xfinity replaced it with a new storm ready wifi, but I cannot install it until I can remove the old one, which the app will not allow me to do. I spoke with tech support on chat for an hour and they gave up and sent me back to the Xfinity store. At the store they had no idea what to do and said that my account doesn't even show I have a storm ready wifi. I see in the forums that many other people have had this same issue, but I have not been able to find a solution.