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Modem Not Registered

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Modem Not Registered

My modem and service has been down for a week.  I have called Xfinity 5 times and they claim it is there problem.

The error message says "call Xfinity 855-271-5646.  They need the Xfinity internet device information."

I have talked to lever 2 support 5 times and they said they can't fix it.  It is being worked by level 3 support but a week has gone by.  They asked for my model number and mac id.  I have my own modem which has been workin fine for quite sometime.  Xfinity claims they were doing a security check and need more information about my modem.  Does this make sense and should it take this long to fix.

Thank you.