Storm Ready missing from account

a few weeks ago I received my SR cellular hub and it connected up quickly. Wednesday morning I woke up to no Internet. I logged into my account no outage and the SR node stated needs attention. Nothing would work so i removed it thinking that I could readd it. Nope. I attempt to add it with the app but it says I need an update to my gateway. I choose yes and after 15 min it fails. I reach out to chat support and neither one can update my modem and state that it is in bridge mode. It is not as I turned that off a few weeks before I decided on SR. I have reset my gateway and waited the hour the last tech stated for tier 2 support. This looks to be a great service as it has kicked in 1 time since I have bought it. I am looking for someone to reach out or resolve my issue on the backend. I believe my gateway rolled back its firmware and now cannot update.