This error may be due to something on the backend. I'd need to review your account to confirm exactly what it may be. Can you please verify your first and last name in a private message, as well as the name of the account holder if it's different than yours? Can you also verify the MAC Address of your modem?
To send a private message click on my name "ComcastChe", then click send a message.
Thank you for posting in the Xfinity Forum.I can take a deeper look into this for you, and if necessary will escalate this to the Advanced Repair Team for further investigation.
I am good to go. The issue was that my Xfinity Modem was no longer on my "profile": within the my xfinity app. The Xfinity Chat was of more assistance than calling the customer service line. My modem was added and we are back in business. Thank you for taking the time to respond. Its greatly appreciated.
You're welcome. I'm glad we were able to get it taken care of. Take care.