New Gateway Issue [Edited]

We just moved and picked up a new gateway to be self installed. Upon following the directions and plugging in the coax cable and the gateway the light does not ever change from the flashing yellow to allow setup. My wife called and was told a technician would need to come out, but was also told that she would be charged the 100$ fee. I do not feel that we should be charged this fee as this is not a user error this is faulty equipment or a wiring issue which falls on Xfinity, since they are required to provide functional service. I will try to call the store when they open, but the support hotline is useless in finding any relevant information out.