Can't get Netgear Cm1150V activated

I'm trying to upgrade my current cable model to a Netgear CM1150V but when I go though the automated activation process, I am never asked for the model or mac of the new modem, and it just keeps trying to activate my existing modem. If I say it does not work, the automatron tried to schedule a home appointment with me weeks away. If I try to go though the support tree to talk to a person, it never allows that option. (Thought the recorded keyboard typing to make you think you are talking to a live person is amusing.) Any suggestions?