Internet Stopped Working

Yesterday my internet stopped working. I did all of the usually troubleshooting - power cycling the modem (Netgear CM1000) and router (Netgear Nighthawk R7000),  resetting the modem, checking all connections, etc., but had no luck. I contacted xfinity support and they had me do all of that again, and tested from their end. Also my account showed my old modem, but I installed a new one about a month ago so I gave them the new MAC address. They couldn't get it working either, and transferred me to a higher level support, but that was also unsuccessful. The end result was that they said everything was fine and it must be a problem with my equipment, but I'm not convinced. Here are details and the things I tried:

1. tested with the old modem that's still on the compatible list (known good, I only upgraded because I wanted more downstream channels) with no change

2. tested with laptop connected directly to the modem (without router). No change

3. All lights on modem are normal, indicating it's receiving what it thinks is a proper signal

4. Router is connected to and getting info from the modem, but no internet data. I can release/renew the public IP, view dns server info, etc.

5. My xfinity account shows no data usage since I installed the new modem in mid-November. We use a lot of data, so not sure what's happening there

6. When I use the My Xfinity app to restart the modem, it takes about 5 minutes and then says "we restarted the modem and everything checked out fine", but the modem never actually restarts

7. Last night after talking to tech support 1 & 2 it showed my new modem info in my account, but this morning there was no longer a modem associated with my account, and attempting to restart the modem from the app resulted in a message that "troubleshooting is only available for xfinity internet customers". I called tech support again and they entered the modem info which now shows on my account, but still nothing works. While talking to them they said they were 'sending a signal and testing/resetting my modem', but at not point did the modem actually restart or give any indication that anything was happening with it (all lights remained fully lit).

8. The modem event logs seem fine, although there are some minor issues. Only 31 out of 32 downstream channels are locked, and about 8 of the channels are more than 3db away from the rest of the channels. Power levels seem good, and there are very few uncorrected errors. I don't know enough about these numbers to know if these things could cause the complete outage I'm experiencing.

I'm not sure what else to try. It seems to me like it might be an account issue, as if there's something restricted in my account, but calls to xfinity have been unfruitful. I can't find any indication of faults with any of my equipment or lines in my house. They're sending a tech out in a couple of days, but I'd love to find a fix before then.