My account shows as "inactive"

I moved to one of the newer apartment communities that come equipped with in-wall Fiber ONT and preinstalled XB7. I called Xfinity sales team and activated 1GB symmetric Internet plan; however, after few days or 1 week, My Account portal/Xfinity App started showing my plan as "disconnected" and lost ability to manage my gateway through the app (No connected devices under Xfinity devices). I never lost internet connection. 

Just recently I called customer service again because I wanted to make a change to my service by requesting provisioning COAM mode so I could use my own router and bypass XB7 gateway which sales team confirmed I can be provisioned on at my request. However, during recent call, I discovered my agent also sees my service as "disconnected" and could not make any change so I worked with them per their suggestion to reprovision my account and 15-30 min later my status should reinstate to active.  However, after few hours, I see no change to my account status.