Xfinity App shows modem OFFLINE despite being connected to it.

I work for Comcast and have a courtesy account. I recently swapped my customer owned modem out for an Xfinity device. I went through the setup process but was forced to call because the app could not recognize the QR code or manual CM MAC input. I had to call in and the agent said they activated my modem for me. The internet started working and I figured all was well.

I've tried to update my WiFi SSID and password every day since then and the Xfinity App continues to tell me my modem is offline. If I go to the WiFi networks to setup/change the SSID/PW it doesn't show an active connection and prompts me to shop for internet services.

I have done the following:

1. Reinstalled the app three times.
2. Tried a different device with the app.
3. Reset the modem several times.
4. Attempted to log in to the modem GUI directly (prompted to download the xfinity app)
5. Attempted to update the information on the website (prompted to download the app)
6. Called customer support (prompted to use the app to update the SSID/PW), advised that I could not, the agent could not assist me.

To be clear, I want to be able to change my information myself, I want to be able to manage my home internet myself. The Xfinity App continues to show that my modem is offline and thus will not let me change any settings.